Career Opportunities at Absa Bank Limited

Job Summary

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

Job Description

Accountability: SALES TO RETAIL CUSOTMERS      TIME SPLIT  60%

• Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Absa Bank Retail products and services.
• Provide direct “hands on” sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
• Participate in specific product campaigns by ensuring that the products are explained to customers.
• Agree, meet and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information usage.
• Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets.
• 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.
• Complete account opening documentation together with customers and submit to Line Manager for review before submitting to operations for processing.
• When selling loans to Retail customers, complete the financial analysis and statement review on customer accounts.  Where customers do not meet the minimum criteria, advise the customer verbally or in writing as the customer requires.  Report such denials to the Line Manager on a daily basis.
• Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held.

Accountability: CUSTOMER SERVICE      TIME SPLIT 15 %

• Own customer queries and complaints around account opening, loans 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.
• Build relationships with internal service providers (Operations and the KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
• Advise customers as soon as new loans are approved and encourage draw-downs on the new loans
• Open scheme loan accounts referred by the Scheme Loans Relationship Managers

Accountability: OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS  TIME SPLIT 15 %

• 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.”
• Ensure accuracy of each new account application, loan document, Barclaycard 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.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• 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 time lines or where there are unresolved KYC requirements, to the Line Manager.

• Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.

Accountability: CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM/PERSONAL DEVELOPMENT TIME SPLIT 10%

• Share knowledge and experience with other Lead Generators in the team.
• Provide cover for other Lead Generators in case of excessive workload or absence.
• Deputize for the Line Manager whenever required.
• Agree annual performance objectives with the Sales Manager, including specific sales targets.
• Pursue continued improvement in personal development by participating in development programs and training.

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Job Summary

Responsible for recruiting and maintaining a portfolio of premier clients, by selling a high-quality, relationship-oriented, financial planning service, supported by a dedicated Account Executive. Clients are recruited from the existing Bank customer base and externally with the aim of developing significant sales, and high levels of client satisfaction through a mutually beneficial relationship.

 The client relationship is managed on a highly proactive and ongoing basis over an extended period. Whilst part of a team, the jobholder operates on a mobile basis, meeting clients at times and locations convenient to the client.

Job Description

Key Accountabilities/Deliverables/Outcomes

Relationship Management and Cross-Selling: Time split 85%

• Be the first point of contact for customers in the portfolio
• Drive any required communication to customers in the portfolio
• Proactively target and recruit clients, through referrals from existing customer portfolios
• Proactively engage customers in existing portfolios to onboard close family members as part of the family banking strategy
• Ensure new customers meet CLM Involved measures upon handover from the Premier Acquisition team. Involved tracking will commence from Day 31 to Day 90 and will ensure continued account funding, digital usage and product holding
• Complete a detailed Customer Discussion Document for new customers upon hand-over from the Premier Acquisition team
• Ensure the customer portfolio meets CLM Engaged measures – account funding, digital usage, and product holding
• Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements
• Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts, and Overdrawn Accounts in your portfolio as part of ensuring funding growth.
• Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients’ ongoing financial needs and cross-sale of required solutions.
• Actively drive cross-sale targets for the portfolio across product lines – Assets, Liabilities, FX, etc.
• Proactive engagement of required business specialists to support the fulfillment of customer needs
• Manage the client portfolio, making proactive contact on a regular basis and meeting clients at their convenience, and maintain an updated calendar/diary to track customer meetings
• Ensure customers in the portfolio are contacted/engaged as per the laid down Premier Customer Engagement procedures

Business Management: Time split 10%

• Ensure the targeted level of business results (i.e. income, balance sheet, costs, client satisfaction, and client recruitment) for the jobholder’s own portfolio are maintained
• Review portfolio on a regular basis recommending clients
• Adhere to standards, legal and regulatory, in accordance with the Absa Premier guidelines and Head Office instructions

Risk and Controls: Time split 5%

• 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.

Role/person specification

Preferred Qualification

• Bachelor’s Degree from a recognized university

Preferred Experience

• Circa 2 years of team leader experience
• Record of achievement in a sales and service environment
• Experience in handling customer complaints
• Previous experience in handling operational risk issues
• Previous roles could include;
• Personal banker team leader
• Prestige team leader

Knowledge and Skills

• In-depth knowledge of the full range of Absa Africa retail product set and services and an overview of corporate and small business services
• In-depth understanding of technical support systems e.g. Flex, BOC, IBOC
• Detailed understanding of the retail network business processes and operating procedures.
• Thorough knowledge of operating instructions and audit requirements.
• Good understanding of Absa Africa's risk policy
• Awareness of Absa Africa's retail strategy, operating structures, and interfaces
• Knowledge of Absa Africa people's policy and procedures
• Understanding of the local competitor market.
• Team leader experience

Behavioural Competencies

• Communication and Presentation
• Planning
• Relationship management
• Team building

Technical Competencies

• Resource management
• Business management
• People Management
• Performance management
• Business awareness