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SME Bankers – Various locations at Absa Bank

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.

Job Summary

To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.

Job Description

Main 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 on cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, products, conduct product review 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 in the development of branch sales strategy.
• Plan and co-ordinate 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 a daily basis 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.
• Ensure excellent customer experience at all times
• 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 of 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 branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.

Internal Controls & Risk Management – 10%

• Ensure that the Absa bank’s policies and procedures are adhered to at all times when handling different products.
• Ensure adherence to all KYC & AML Processes with regards to 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 new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience – 20%

• Ensure excellent customer experience is maintained at all times.
• Ensure set TAT in account onboarding and loan processing is achieved at all times.
• Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
• Ensure customer data is up to date at all times
• Ensure branch NPS score 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, team work and effective succession opportunities to ensure maximum productivity.
• Ensure the assigned e-learning and internal training activities for self and direct reports 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

Key stakeholders that the position holder will need to liaise/work with to be successful in this role:-

Internal & External

• All branch staff
• All other Departments
• Other bank staff (Internal customers
• Other Local banks
• Customers (Internal & External)
• CBK
• Kenya Bankers Association
• Kenya Revenue Authority
• Service providers

Decisions the position holder is empowered to make:

• Verification of KYC Documents /identification.

Work Cycle and Impact:

• Submission of daily performance reports to the branch manager.
• Review of unfunded accounts within portfolio.
• Review and recovery of delinquency accounts.

Ideal Job Competencies

Technical Competencies

• Technology Skills – Knowledge of computerized banking applications and spreadsheets
• Conceptual and Analytical Skills – Ability to quickly grasp and understand systems and keen to details
• Risk Management –  Ability to anticipate and mitigate risk by implementing appropriate risk management policies for the bank
• Compliance and Regulatory Framework – Top nick understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KBA, KRA etc
• Basic credit skills – Good knowledge of personal and business credit underwriting and portfolio management
• Audit Standards and Legislation – Good knowledge of International Accounting and Audit Standards, and Legislation
• Knowledge of Banking and Business Operations – Well rounded knowledge of all the Banks products, operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

Behavioral and Cognitive competencies

• Results and achievement oriented – Strives to achieve results, enjoys measuring others, being measured and being judged on performance standards and those of others he/she leads to optimize employee productivity. Ability to effectively plan and monitor the branch performance using defined system and processes
• Leadership and management skills – Ability to strive for growth through performance, nurture and grow talent for self. Capability to mentor and manage changes. Self-empowerment to enable development of open communication. Teamwork and trust that are needed to support performance and customer service oriented culture
• Communication and interpersonal skills – Well-developed oral and report-writing skill, ability to work with others. Effectively communicate with and manage customer expectations (Internal/external), and other stakeholders who impact on performance.
• Negotiation and Selling skills – Must be a good negotiator, particularly in changing behavior and work practices but always win/win. Negotiate with customers on product offering to grow customer numbers/value and product uptake
• Human Resource Management skills – Basic leadership skills, team building and ability to train, develop, lead and work with highly motivated teams
• Personal ethics – Must be honest, fair, just but firm with self, and of high integrity
• Relationship management – Managing client relationships so as to ensure excellent customer experience leading to value add to the customer and increase in the Banks share of wallet
• Conscious of bank’s reputation – Protect and enhance the banks reputation

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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