Job Summary

To provide excellent customer experience, deliver exceptional Islamic Banking business growth in Branch Network and profitability. To observe compliance & control requirements, keeping high level of bank standards.

Job Description

Main accountabilities and approximate time split.

Business Growth: Time Split - 60%

• Understand and implement Islamic Banking 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 Islamic Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks' portfolio appetite.
• Collaborate in the development and implementation of Islamic Banking sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, and products, conduct product review 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 Islamic Banking 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 on a daily basis 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.
• Ensure excellent customer experience at all times
• 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 adhered to at all times when handling different products.
• Ensure adherence to all KYC & AML Processes with regard to 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 maintained at all times.
• Ensure set TAT in account onboarding and loan processing is achieved at all times.
• 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 up to date at all times
• 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

Ideal Job Competencies.

Qualification; A Business-Related Degree from a recognized university

Preferred Experience.

• Experience in Islamic banking
• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.

Knowledge and Skills;

• Detailed knowledge of Absa Retail & business banking products strategy
• Detailed knowledge of Muslim banking culture
• Knowledge of the Islamic Banks competitor landscape & processes
• Understanding of Shariah Law, Shariah Board and Shariah Audits
• Knowledge of Islamic Financial instruments.

Technical Competencies

• Technology Skills: Knowledge of computerized banking applications and spreadsheets
• Conceptual and analytical skills: Ability to quickly grasp and understand systems and keen on 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 requirements 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

• Understand and implement Islamic Banking 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 Islamic Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks' portfolio appetite.
• Collaborate in the development and implementation of Islamic Banking sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, and products, conduct product review 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 Islamic Banking 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 on a daily basis 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.
• Ensure excellent customer experience at all times
• 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.
• Ensure that Absa bank’s policies and procedures are adhered to at all times when handling different products.
• Ensure adherence to all KYC & AML Processes with regard to 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.
• Ensure excellent customer experience is maintained at all times.
• Ensure set TAT in account onboarding and loan processing is achieved at all times.
• 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 up to date at all times
• 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.
• 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

• Islamic Banking
• Retail and Business Banking Islamic Banking products
• Portfolio risk management
• Sales initiatives
• Cross-selling
• Customer profiling
• Product review and development
• Market intelligence
• Sales strategy development
• Relationship development
• Customer issue resolution
• Customer onboarding
• Performance monitoring
• Campaign operationalization
• Customer experience enhancement
• Service delivery standards
• KYC & AML Processes
• Operations Risk management
• Cost management
• Branch snap checks
• New business booking
• Income collection
• Customer data management
• Account onboarding
• Loan processing
• Customer query response
• NPS score maintenance
• Customer feedback gathering
• Service standard monitoring
• Work environment creation
• Teamwork
• Succession planning
• E-learning and internal training
• Training Needs Analysis
• Computerized banking applications
• Spreadsheets
• Conceptual and analytical skills
• Risk management
• Compliance and Regulatory Framework
• Personal and business credit underwriting
• Portfolio management
• International Accounting and Audit Standards
• Legislation

• BA/BSc/HND
• A Business-Related Degree from a recognized university