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.

Key Accountabilities/Deliverables/Outcomes

Business Growth: Time split 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: Time split 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: Time split 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: Time split 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

Role/person specification

Preferred Qualification

• Business related degree

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 target 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.

Behavioural Competencies

• Results and achievements 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 Management and Skills

• Ability to identify, nurture and grow talent for self and others. 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

Communication & Interpersonal Skills

• Well-developed oral and report-writing skills, ability to work with, coach and mentor staff.

Negotiation & 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.

Personal Ethics

• Must be honest, fair, just but firm with self, and of high integrity.

Relationship Management

• Managing colleague and 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 banks reputation

• Protect and enhance the banks reputation.

Technical Competencies

Technology Skills

• Knowledge of 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 & Legislation
• Good knowledge of International Accounting and Audit Standards, and Legislation
• Knowledge of Banking and Business Operations
• Knowledge of all the Banks operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.

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