Job Opportunities at Absa

Job Summary

To achieve agreed targets in line with the business objectives through pro-active selling of all the bank’s products and provision of excellent customer service.

Job Description

1. Accountability: SALES TO RETAIL CUSTOMERS TIME SPLIT 60% 
   1. Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Absa Bank Retail products and services.
   2. Have the ability through cross-sell to provide a full value-added offering to customers utilising multiple channels, including digital.
   3. Provide direct "hands on" sales support through lead actioning and conversion of provide data sets.
   4. Participate in specific product campaigns by ensuring that the products are explained to customers.
   5. Agree, meet, and exceed targets for specific sales campaigns.
   6. Maintain own sales performance statistics for management information usage through maintaining sales logs. Analyze sales achieved against targets agreed on a daily basis. Include action plans to address any shortfalls in sales.
   7. Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets.
   8. Refer to the appropriate area of delivery for specialist product help or advise (e.g., Schemes or Mortgage) when uncertain about the product delivery or application process. Respond directly to the customer.
   9. Guide the customers through digital account opening process end to end and maintain the digital led relationship customer management. Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held.
   10. Check on assigned client’s profile for possible cross sell opportunities.
   11. Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets deepen, customer relationship and drive business targets on account activation, win back and balance sheet growth.
2. Accountability: CUSTOMER SERVICE TIME SPLIT 15 % 
   1. Have an understanding of all Retail and Business Banking products that could satisfy customer requirements
   2. Own customer queries and complaints around digital account opening, loans, cash on call and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager.
   3. Provide customers with accurate information on the banks products and services including disclosing all charges, terms and conditions.
   4. Build relationships with internal service providers (Credit Operations) to ensure a quick turnaround time of escalated queries and complaints.
   5. Advise customers as soon as new loans are approved and encourage draw-downs on the new loans.
3. Accountability: OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS TIME SPLIT 15 % 
   1. "Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role." 
   2. Ensure accuracy of each new account application, loan document, Absa card application and all other customer documents. Lead Generators (LGs) are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
   3. Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken.
   4. Ensure adherence to the group service standards.
   5. Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Line Manager.
   6. Comply with general Absa operational risk & rigour requirements e.g., Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
4. Accountability: CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM/PERSONAL DEVELOPMENT TIME SPLIT 10% 
   1. Share knowledge and experience with other Lead Generators in the team.
   2. Provide cover for other Lead Generators in case of excessive workload or absence.

Education

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

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Job Summary

The purpose for this role is to have a dedicated resource with the appropriate skills and knowledge to support the Bancassurance strategy in Commercial Banking.

Responsible to Business Development Manager- BB and CIB with corporate sales, general client management, renewals management, premium collection and stakeholder engagement.

Role will involve enhancing Insurance business development through effective renewals management, ensuring all new business is written via ABIAL and insurance cross sales from CIB clients

1. To implement sales plans/actions/ promotions and identify sales opportunities
2. To ensure compliance objectives are adhered to

Job Description

Main accountabilities and approximate time split

Business Development: 70%:

• Responsible for the achievement of the Commercial Banking revenue targets
• Support the Commercial Banking teams to ensure that insurance business is done on time, and through the ABIAL
• Support the Commercial banking team and RMs to ensure that NTB insurance requirements are sourced and placed with the approved underwriters, underwriter through the ABIAL
• Joint customer visits with RMs to understand insurance needs and tailor customer led
• Attend Commercial Banking sales connect sessions to report on insurance Pipelines and uptake progress and enlist support, plus get insights on opportunities available.
• Ensure Weekly dashboard, monthly and quarterly performance tracking is shared with all stakeholders
• Have Sales activations and customer sensitization(quarterly) in partnership with partners to increase uptake and leverage on Bank customers activities to position the same
• Servicing Commercial Banking customers and ensuring the TATs with customers are adhered to
• Dashboard management with relevant MI teams to confirm accuracy of management reports on sales activities
• Quarterly business review meetings with Insurance partners to discuss business activities
• Identifying cross and up sale opportunities and track performance
• Work with the Business Development manager -BB and CIB to ensure strategy deliverables are properly documented and monitored.
• Responsible for call reports on customer visits.
• Ensure all documentation is correctly completed, collected and submitted as per procedure manuals and SLA’s
• Work with partners to ensure Commercial Banking customers receive bespoke solutions and service

Rigor/compliance:5%:

• Ensure all regulatory requirements are met by ensuring compliance to the insurance act and SLA’s
• Ensures review and escalation if required, of Sales administrative issues.
• Responsible for compliance with business procedure manuals
• Ensuring all claims are reported, tracked and resolved as per SLA by COE
• Ensure compliance with Snap checks process and internal audit

People management: 15%:

• Managing relationships with Commercial Banking colleagues to drive business
• Dealing with outlets, operations centre to ensure full understanding of the insurance process & procedures
• Motivation of relationship managers through agreed programmes
• Ensure the team is achieving the desired

Premium collection and policy administration. 10%:

• Ensure all premium is collected from all sales as per laid down procedures in accordance with the insurance Act and SLA’s with partner insurers
• Provide management reports on premium collection status of all sales done on a weekly basis
• Manage all aspects of premium refunds raised by sales teams
• Ensure all premium is receipted as received with partner insurer in liaison with Head office- Bancassurance teams

Technical skills / Competencies

• Excellent business development skills and insurance product knowledge
• A learning mind-set to rapidly assimilate complex business issues and quickly solve problems in a structured manner or pre-empting issues that may arise where there is limited precedence
• Effective negotiating skills to secure both internal and external support and deal with external service providers
• Able to adopt and/or coach the use of a variety of methods to keep work streams on schedule and within budget
• Quality, high standards and controls
• Passionate Drive for results
• Service Excellence
• Planning and Organising
• Good understanding of insurance processes
• Accuracy and attention to detail
• Problem Solving skill
• Time Management
• Communication skill
• Important relationships will include Head of ABIAL, Business development Manager, ABIAL team, customer channels teams, enabling functions, insurance companies and other business partners that include external intermediaries

Knowledge, Expertise and Experience & Qualifications

Essential

• A Business-related Degree from a recognized university.
• COP qualification, Diploma in Insurance, LOMA or progress in ACII qualification
• Exposure to Corporate business and strong relationship management skills
• Knowledge of insurance business (claims management & underwriting), products and processes.
• Presentation skills and expertise in proposals presentation experience
• Exposure to governance, control and risk management
• Proven ability to effectively work across teams

Preferred

• Insurance Broker/ Sales experience in dealing with Corporate insurances and relationships

Education

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