Job Summary

To drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence in branches with up to 50 staff members or branches with single customer categories.

• To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.
• Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high performance culture amongst the branch team.
• Achieve operational rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines

Job Description

Main accountabilities and approximate time split

Driving Business Performance: Time split 40%

• Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
• Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including:
  • balance sheet growth,
  • sales growth and income contribution,
  • cost performance,
  • credit management,
  • employee satisfaction,
  • customer experience,
  • operational risk and control rigor management
• Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at the branch level.
• Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
• Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved
• Understand the local business drivers and issues that have an impact on branch performance.
• Identify business improvement opportunities and make appropriate recommendations to the Regional Manager regarding service initiatives, improvement for existing products and processes, opening or closure of branches

People Management and Development: Time split 30%

• Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Regional Manager.
• Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
• Build and develop a high-performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
• Maximize the performance of the branch team members by identifying and developing their training needs and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the branch teams that results in a high-performance climate and culture
• Conduct effective performance management for direct reports
• Monitor and ensure that all Branch Key Performance Indicators are achieved
• Share knowledge experience and best practices with branch team members.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
• Effective resource management/planning that reflects current and future business requirements, ensuring the correct balance of numbers, skills, and experience, by playing an active role in the recruitment and exits of direct reports.
• Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning, and development, talent identification, etc in consultation with HR
• Acts as an escalation point for grievance cases within the branch
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Compliance Management: 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 the branch operates in a compliant manner and adheres to the relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
• Report all incidents within the branch in line with the bank’s incident reporting procedures
• Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
• Sign off all dormant accounts and seek Regional Manager approval as necessary.
• Hold cost center for network-related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Customer Service Management: Time split 15%

• Understand and articulate aggregated feedback at the branch level to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed and focused Branch team, consistently delivering creative, precise and customer-focused service
• Ensure branch service excellence through continuous monitoring of service scores and discuss and agree resolution plans with Regional Manager.
• Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, ATM’s, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.

Technical skills / Competencies

• Leadership, people management, coaching and team-building skills
• Strong communication and Presentation
• Excellent relationship-building skills – both with internal stakeholders and clients
• Good networking skills, both for internal and external network
• Strong problem-solving skills coupled with decision-making ability
• Business Acumen/Business Awareness
• Credit appraisal skills
• Credit Risk Management
• Driving Customer Experience
• Operational Risk Management
• Stakeholder Engagement
• External market awareness
• Commercial Effectiveness
• Strong negotiation and influencing skills
• Performance Management
• Resource Management and planning.
• Cultural and Change Management
• PC skills

Knowledge, Expertise and Experience

Essential

• University degree in a relevant discipline or relevant experience to compensate, post-graduate qualifications will be an added advantage
• At least 5 years of Banking / Financial Services experience out of which at least 3 years in branch management with a good track record of performance
• Business understanding and management experience of Retail / Consumer and Business Segments
• Working knowledge of Branch Operations and Controls
• Demonstrable experience in Customer Service management including complaint management/resolution
• Hands-on experience of sales management including leading Direct Sales teams
• People management experience of big teams
• In-depth knowledge of banking products, strategies and structures in Retail,
• Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments
• Good working knowledge of people policies and procedures
• Thorough understanding of the banking industry practices and regulations
• Well-informed on general economic, political and business environment.
• Up-t0- date knowledge of competitor and market activity in the local area
• In-depth understanding of core banking operating IT systems e.g. Flexicube

Job Summary

Responsible for Absa Kenya Cards portfolio optimization, revenue growth and, usage & spend stimulation campaigns through effective management customer life cycle management, spend programs, Balance sheet growth programs, execution and driving cross-sale opportunities within the existing portfolio on the back of data models.

Job Description

Main accountabilities and approximate time split

Portfolio Optimization and revenue growth: Time split 60%

• Develop and implement Portfolio intervention frameworks including Early Engagement and Continuous Customer Engagement strategies throughout the customer life cycle through data analytics and Portfolio insights.
• Manage portfolio revenue growth optimization programs on product penetration, cross-sell and upsell opportunities, balance sheet growth products i.e Balance Transfer and Cash-on-call strategies.
• Enhance customer communication across the customer Lifecycle through the introduction of trigger-based emails and SMS communication. Track customer experience across the value chain
• Institute key product optimization initiatives to drive revenue growth such as system-driven changes to product parameters. Conduct regular portfolio performance analysis across the cardholder base including initiating CLI proposals, tracking P&L variances, identifying revenue and cost opportunities
• Monitor key value drivers for the business (activation rates, spend rates and trends, revolve rates, balances sheet stickiness rates, turnover & attrition rates)
• Formulate and implement key growth initiatives to ensure that the value drivers track as per plan ensuring strong revenue performance.

Cross Sale programs: Time split 20%

• Drive segmental spend campaigns for various customer segments across the portfolio including dormancy management and activation.
• Institutionalize key activities through the outbound telesales team to drive ENR Sales, Card cross-sell opportunities, VAS xsell sales i.e insurance, cards delivery, card activation, usage, upgrade, supplementary cards, and retention strategy

Service Management and Improvement: Time split 10%

• Drive initiatives to identify and address the root causes for Absa complaints
• Drive and implement initiatives to reduce the TAT for complaints
• Support the Head of Card Issuing to ensure that monitoring tools developed are applied and effectiveness of training and other ‘people development’ activities are properly monitored.
• Tracking customer behavior and predicting signs of attrition or delinquency in payments.
• Monitoring of card authorization levels and fraud risk management

Governance, Control and Risk; 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.
• Ensure compliance with Bank controls, policy, service standards and procedures as laid down by the bank
• Ensure all mandatory training is completed to the deadline and understood within given timescales.
• All risk events (incidents) or control failures to be escalated, investigated, reported, and fixed at the root cause to prevent reoccurrence
• Successful independent conformance assurance (e.g .CPA, AIA, Regulatory Compliance, External Auditors)

People Management and Development: Time split 5%

• Work closely with the Head of Card Issuing and the Issuing team to deliver exceptional business performance through the provision of Portfolio MI and analysis and business improvement initiatives.
• Share best practices with, and provide feedback to, the other members of the efficiency Team, on all business and people-related issues, climate and local development and initiatives.
• Build effective relationships, influence, and motivate Team Leaders to ensure their wholehearted commitment to the effective application of performance management and MI policies and practices.
• Build and develop a high-performing team, through embedding performance management and coaching. Document SMART performance management plans and conduct effective reviews for team members
• Initiate HR processes for the team when required e.g. disciplinary and capability process, leave management, learning and development, talent identification etc in consultation with HR
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development

Technical skills / Competencies

• Excellent understanding of market trends and customer behavior
• Excellent communication skills
• Good MI analytical and business interpretation skills
• Interpersonal skills
• Time management skills
• Team working ability
• Presentation skills

Knowledge, Expertise and Experience

Essential

• Strong business and customer behavior analysis understanding.
• Basic understanding of card payments business and market.
• Good understanding of Risks and Controls.
• Good understanding of the Bank Policies and procedures.
• Productivity Management and process improvement techniques.
• Good understanding of End-to-end processes & workflow.

Preferred

• Knowledge of MI tools required for Portfolio interventions

Experience & Qualifications

Essential

• Prior experience in banking
• Bachelor’s degree

Preferred

• Credit card experience a plus
• Master’s degree