Job Purpose:

• The Head of Mortgage will primarily be responsible for enhancing mortgages product penetration within the Retail Banking portfolio, setting up mortgage schemes, and organising sales activities to drive mortgage uptake within the various customer segments.
• Create effective partnerships with key internal stakeholders to build eco system synergies towards Mortgage uptake.
• Create effective partnerships with key players in the real estate sector to increase NTB business.
• Maintain an effective incentive schemes for Estate Agents to ensure there is traction in each of the strategic partners.
• Manage leads generated through partnerships with property website listing companies.
• To deliver and exceed set mortgage targets & deliver excellent customer service in respective hubs/branches.

Key Accountabilities

Sales & Service -70%

• To deliver exceptional mortgage business performance through Home Loan sales & excellent customer service in respective hubs/branches.
• To develop and maintain a high profile for Home Loans within branches.
• Built strategic partnerships to access new markets, leading to the growth of the mortgage book.
•  Manage and drive the business growth through execution and implementation of the country mortgage strategy for Absa.
• Work with various Absa Business functions to facilitate business growth in clients wanting to do business in the Retail portfolio.
• Identify and engage all stakeholders, role players and industry forums to understand changes to strategy, regulations, and markets.
• To ensure that all aspects of operational rigour are maintained when involved in the home loan process.
• Increase the number of active relationships the respective branches have with various players in the property market focus mainly on Developers Estate Agents
• Partner with the Marketing Team to ensure successful results in various marketing initiatives e.g., Customer events, Mortgage Expos, Developer Partnerships e.t.c.
• Drive sales from the Mortgage Sales Officers
• Achieve & Exceed Mortgage & Cross Sale Targets
• Manage all queries and complaints from this channel by taking ownership, escalating where necessary and resolving in a timely manner.
• Deliver world class customer service practices and ensure adherence to our Service standards.
• Participate in country level Mortgage marketing campaigns.
• Maintain Mortgage sales performance statistics for management information usage.

Operations and Rigour -20%

• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
• Follow the Retail and Business Banking end to end procedures for Mortgage ensuring new accounts are KYC compliant.
• Ensure the Bank’s Mortgage lending criteria is met.
• Ensure compliance with operations risk & rigour requirements e.g. Health & Safety standards and security of premises.

Team Management – 10%

• Build and motivate a high performing Mortgage Sales & service team committed to achieving consistently high levels of performance.
• Develop and agree individual performance objectives and measures.
• Provide regular review of individual and team performance against agreed objectives.
• Clearly define service objectives, standards, and strategies for Mortgage sales.
• Provide ongoing coaching and feedback.
• Identify development/training plans to satisfy those needs.

Requirements

Preferred Qualifications

• Degree holder in Business; MBA is highly regarded.

Preferred Experience.

• A high level of drive and determination
• Completion of certificate on Mortgages product training
• Knowledge of legal processes involved with property purchase.
• A sound working knowledge of our competitors’ products & services.

Knowledge & Skills

Essential

• A good understanding of Retail goals & objectives
• A thorough understanding of sales process
• An in-depth knowledge of the Mortgages product and lending policies
• Good working knowledge of the internal and generic Mortgages, purchasing and related processes.
• A good working knowledge and understanding of relevant Mortgages legislation e.g. KYC, Money laundering, banking code, service standards, health & safety standards etc.