Universal Banker - Diani

Key Accountabilities

Business Growth – 60%

· Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.

· Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.

· Manage portfolio risks in line with banks' portfolio appetite.

· Collaborate in the development and implementation of sales initiatives with other business functions, i.e., Direct sales team, Asset Finance, CIB, Bancassurance to maximize cross-selling and better customer profiling opportunities.

· In conjunction with the branch manager, Industry heads, and products, conduct product reviews and development through constant feedback from the market.

· Continuously conduct market intelligence to identify new markets, customer trends, new government /directives, and changes in policy by regulators.

· Contribute to the development of branch sales strategy.

· Plan and coordinate any marketing approaches for new business and actively develop existing relationships.

· Actively seek to grow own portfolio and cross-sell to ensure delivery of set Targets.

· Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.

· Ensure quality sales and new to-bank accounts within your portfolio are promptly funded at customer onboarding.

· Continuously monitor own performance against targets agreed on daily for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.

· Operationalize campaigns as required with the Branch Manager and the business.

· Always ensure excellent customer experience

· Drive business targets through strict TAT observance and high-level service delivery standards.

· Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.

· Should not close an existing account in your Branch/domiciled in another Branch with a view to re-opening a similar account.

· Accounts re-streaming should be carried out in line with the Banks policy.

· Together with BM, create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Bank's overall strategy- Growth, Transformation, and Returns

Internal Controls & Risk Management - 10%

· Ensure that Absa bank¡¦s policies and procedures are always adhered to when handling different products.

· Ensure adherence to all KYC & AML Processes regarding new and existing business and that proper documentation is in place.

· Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.

· Manage costs within your area of operation.

· Effectively carry out branch snap checks as assigned by the assistant branch manager.

· Ensure the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff.

· Accurate customer information is captured in the core banking system.

Customer Experience- 20%

· Ensure excellent customer experience is always maintained.

· Ensure set TAT in account onboarding and loan processing is always achieved.

· Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.

· Ensure set TAT in response to customer queries by phone, email, or letters is strictly adhered to.

· Ensure customer data is always up to date

· Ensure branch NPS scores are maintained as per the set standards

· In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.

· Monitor service to ensure customers are served within acceptable waiting time having a work plan for both peak and off-peak periods.

Capacity Building & People Management: 10%

· In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.

· Ensure the assigned e-learning and internal training activities for self and direct reports are undertaken within set timelines.

· Determine and manage Training Needs Analysis and own succession planning.

· Manage your own leave by working closely with your Line Manager.

Preferred Qualification

· Bachelor’s degree from a recognized university

Preferred Experience

· Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.

· A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.

Knowledge and Skills

· High attention to detail & high sense of urgency.

· The need to be flexible and adaptable in order to meet the challenging demands of the job.

· Ability to work under pressure to very tight timescales whilst producing output of the highest quality.

· Ability to deal with and relate well with staff of all levels.

· High focus on internal customer service excellence.