With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.<\/p>\n
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\nJob Summary
\nTo drive and deliver exceptional operations business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence in branches with up to 25 staff members or branches with single customer categories.
\n\u2022 To ensure robustness of controls in branches by performing controls activities as required
\n\u2022 To provide branch Customer Service and resolve customer complaints
\n\u2022 Actively be part of and play a part in the TRANSFORM programme.<\/p>\n
Job Description
\nMain accountabilities
\nSales:
\n20%<\/p>\n
Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.<\/p>\n
Cross-sell appropriate customer needs related products face to face
\nUndertake customer servicing initiatives\/requirements for face-to-face customers to pre-determined service standards
\nComplete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
\nAssist customers in completion of Bank stationary, forms etc.<\/p>\n
Introduce customers to appropriate product\/segment specialists<\/p>\n
Undertake in-branch marketing, special campaigns, promotions etc<\/p>\n
Deal with handling complaints in the Banking Hall
\nSupport the Branch Manager in undertaking community engagement activities to build Absa\u2019 business profile in the local market.<\/p>\n
Review merchandising \u2013 general Banking Hall appearance, displays, cleanliness, tidiness etc.
\nWorks to achieve sales and service targets
\nMaintain statistics and monitor progress of target reporting
\nEnsure customer on boarding process is adhered to as per the procedure.
\nDelivering an individual assigned financial target on local business
\nAccount Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints \u2013 Branch Maker (Sybrin)<\/p>\n
Issuing of ATM Card Pins or cards as advised by the Branch Manager
\nBusiness Management 5%<\/p>\n
Maintain statistics and monitor progress of target reporting.<\/p>\n
Customer service:
\n60%<\/p>\n
Where customers request to deal directly with the branch manager, the branch manager\u00a0\u00a0\u00a0\u00a0 takes ownership of the query\/complaint resolution process.
\nConduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.
\nEnsure all customer contact points in the branch, including equipment (PC\u2019s, printers, notes counters, etc.) are of the highest service standard.
\nThrough effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, drop boxes etc.
\nManage remote and manual authorisations, by assigning responsibility for authorisers, and personally authorising such transactions, to ensure efficient counter service.
\nInteract regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers.
\nMonitor customer service through Q- matic ensuring that cashiers, personal bankers and enquiries service points are manned at all times.<\/p>\n
Administration:\u00a05%<\/p>\n
Systems administration (user maintenance)
\nProvide feedback on the performance or service delivery of external service providers (such as courier service, cleaning service etc) to the area manager and head office sourcing, to assist them with future contracts.<\/p>\n
Contribution\u00a0 to\u00a0 the\u00a0 team 10%<\/p>\n
Provide cover for Branch Operations Manager\/ Branch Operations Team Leader.
\nProvide honest, direct and constructive feedback to others.
\nDeputize for Branch Ops manager\/Team leader if required.<\/p>\n
Share knowledge experience and best practice with team members and other branch managers.<\/p>\n
Risk and Control Objective<\/p>\n
In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.
\nReview the risk and compliance profiles of the business unit on a regular basis and provide consultative support to the Managing Director on changes that are required to rebalance risk and reward where required.
\nUnderstanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
\nAdhere to Absa\u2019s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.
\nKeep up to date on all regulatory changes and have the ability to articulate the impact to the Business, be well informed on the industry thinking.
\nAll mandatory training completed to deadline.<\/p>\n
Technical skills\/competencies<\/p>\n
People Management
\nCommunication and Presentation
\nBusiness Management
\nPerformance Management
\nResource Management
\nCultural and Change Management
\nPlanning<\/p>\n
PC Skills<\/p>\n
Knowledge, Expertise and experiences
\nEssential<\/p>\n
In-depth understanding of technical support systems e.g. Brains, Winfos
\nUnderstanding of Absa Tanzania retail strategy, COO strategy, operating structure and interface with other functions
\nGood understanding of Risk policies and procedures
\nGood understanding of group structure and interfaces with other functions
\nDetailed understanding of people policies and procedures
\nFormal training required for branch managers:
\nResource management
\nBrand and Leadership Development
\nPerformance Management
\nTeam building
\nDC&G
\nRecruitment Skills
\nPD Team Leader
\nSales management
\nTime Management<\/p>\n
Graduate or relevant experience to compensate
\nExcellent experience in operations
\nPeople Management
\nDetailed knowledge of banks policies and procedures
\nCash Management<\/p>\n
Key issues over the next 12 \u2013 24 months<\/p>\n
Champion branch Customer Service
\nProvide cover to the Branch Operations Team Leader when required<\/p>\n
Additional criteria qualities<\/p>\n
Passion for the branch performance
\nHonesty and integrity
\nDecisiveness
\nTake responsibility for personal development<\/p>\n
Absa Values
\nAbsa Values and Behaviours represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:<\/p>\n
Trust
\nResourceful
\nStewardship
\nInclusive
\nCourage<\/p>\n
Education
\nFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
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