Head: Fiduciary Advisory and Fulfilment at Absa Group Limited (Absa)

Job Description

Accountability: Strategic Planning and Execution (25%)

• To take overall accountability and ownership for delivering market leading Fiduciary Advisory services by ensuring the required systems and processes are implemented in the Advisory process, Wills Drafting, Wills Safe Custody, Estate Administration and Trust Administration Offices.
• To take overall accountability and ownership for delivering the sales strategy of Absa Trust, and to facilitate the implementation of such strategy through the management of the various sales and distribution channels in order to achieve the Absa Wills, Estate & Trust sales and business targets both internally within Absa through AIFA Distribution and Distribution Support and externally through selected key Introducers (Advisors, Attorneys, Accountants and other key organisations or individuals.)
• Take accountability for the achievement of consistent and profitable business and revenue growth.
• Accountable for achieving consistent and profitable revenue growth with the implementation of the strategic objectives
• Take the lead in translating the Absa Trust strategic plan into tactical operational plans to be contracted internally within Absa with AIFA Distribution and Distribution Support and externally with the contracted Introducers.
• Manage the implementation of the tactical operational plans in order to ensure delivery of the target return on investment and other agreed business performance ratios, including engagement with the relevant stakeholders and external service providers.

Accountability: New Business Development (20%)

• Grow revenue opportunities by growing internal and external distribution channels implementing better revenue sharing opportunities on a national basis.
• Develop the highest standards of leadership and people management amongst direct reports.
• Review all marketing material and content before sign-off process - marketing material requests to be approved - content to be evaluated and vetted - material to be created and distributed as per budget.
• Keep abreast of developments in the industry (competitors) - do industry related market analyses as per identification/request and present to management
• Ensure the timeously delivery and integrity of Absa Trust's Management Information - see to MI rules and integrity to be managed by SBU's pricing committee - systems producing MI to be monitored for correctness - see to the distribution of related reports to business and distribution channels.

Accountability: Customer Service (5%) 

• Set customer experience standards in line with Group Standards and monitor actual achievements and failures on an ongoing basis by reviewing the pertinent customer metrics (retention rates, complaints, survey results).
• Ensure client surveys are conducted on sampled interactions in the provinces to measure client satisfaction and customer experience and make improvements as necessary.
• Work with Managers to resolve all escalations of client queries and/or complaints within the agreed turnaround times.
• Benchmark services offered against other client servicing departments within Absa and externally and adopt best practice.
• Monitor volumes and nature of queries received to ensure that customer service standards are upheld at a high level.
• Work with managers to develop corrective actions for recurring issues and request in-depth investigations take place e.g. customer complaining incorrect products are sold to them.
• Ensure client surveys are conducted on sampled interactions in the provinces to measure client satisfaction and customer experience and make improvements as necessary

Accountability: People Management (10%) 

• Lead the management teams in the achievement of excellence in business performance and results.
• Drive the development of a high performance culture through embedding the formal Performance Development process as well as coaching for performance.
• Take the lead in embedding the high performance culture through the implementation of the Performance Accelerator Programme (PAP) as well as the effective management of poor performance.
• Drive the national creation and implementation of effective workforce planning processes to define, identify and implement workforce resource plans for the business.
• With the support of the HR Business Partner, to take the lead in driving the optimal identification, attraction, recruitment and development of appropriate with the requisite set of skills and attitude appropriate for the delivery of the business strategy.
• Take ownership for the effective management of the staff complement in line with the agreed headcount and full time equivalent budget figures.
• With the support of the HR Business Partner, determine and drive the development of learning needs for managers and staff at a national level as well as managing the budgeting process to ensure execution against the agreed learning objectives.
• With the support of the HR Business Partner, drive the establishment and maintenance of succession plans for the business at a national level through the use of the formal Talent Management process for identified talent.
• Act as the escalation level point for all grievances raised in the business at a national level.
• Drive the requisite organisational culture in the business in line with the Absa Values, Culture and Behaviours.
• Drive the development and implementation of action plans to improve the employee opinion surveys results as well as to take ownership for the implementation of the Value Based Leadership plans and objectives achievement.

Accountability: Business Performance Management (10%) 

• Agree and contract the performance targets for national management both internal to Absa as well as external and the lead partners for the different distribution channels, and drive the translation of these targets into the tactical operational plans to be agreed with staff in the PD contracting process.
• Drive the monthly performance review process to ensure performance against the agreed tactical operational plans, and to take appropriate corrective action against the non-achievement of business objectives and performance targets.
• Drive the development of appropriate skills in order to enable appropriate business performance against targets.
• Take full accountability for the overall national achievement of performance objectives in terms of cost performance, return on investment, employee and customer satisfaction.
• Ensure the effective management of departmental and business budgets and sign off on invoices and quotes in line with the mandated levels of authority, and escalate any out of budget items to the Head of Trust for approval as appropriate.
• Sign off on relevant capital expenditure within budgets in lines with the mandated levels of authority.
• Implement and drive optimal revenue generation model through the Wills Safe Custody office.
• Implement and drive optimal revenue generation model through AIFA Distribution, Distribution Support and the external Introducers.

Accountability: Governance and Control (5%) 

• Ensure the proper documentation of the appropriate governance processes, control requirements and the risk management framework, and that there is a sufficient understanding for the governance, control and the risk management frameworks across the business.
• Work with Absa Internal Audit and Management Assurance during the scoping of audits to ensure fair coverage.
• Take ownership of and agree corrective action items with Internal Audit and Management Assurance for findings related to the relevant province.
• Arrange issue assurance for closed audit findings.
• Ensure regular updating of the Business Continuity Tool and the annual signing off with the support of the BCM Coordinator.
• Complete required compliance and SOX attestations and ensure that impacted team members complete their attestations.
• Ensure that the team understands all compliance requirements and call for the area's Compliance Officer to conduct briefing sessions if gaps are identified.
• Working with managers/professionals in the team, develop Detailed Risk and Control Assessments (RCA's) for the function and update at the required intervals (normally quarterly). Complete attestations to testify to the adequacy of controls on request.
• Participate in the development of Key Risk Scenarios including the determination of likelihood of occurrence and potential impact. Actively work to minimise the amount of economic capital that has to be set aside for operational risk.
• Ensure that managers in the team understand their responsibilities for physical and systems access control and information security requirements.
• Ensure that Management Team has a Health and Safety Rep, Fire Warden and Evacuation rep.

Accountability: Operations (5%) 

• Oversee the activities of Wills Services to ensure service delivery within the set SLA’s.
• Delegate duties appropriately to management and team members in order to achieve operational objectives.
• Oversee the implementation of suitable systems and processes to achieve operational objectives.
• Ensure that the content of Wills is addressing the needs of customers and are in line with changes in law.
• Manage expenses within the allocated Will Services budget.

Accountability: Training and Development (10%) 

• Compile and prepare and maintain suitable training material in respect Will Services for internal and external trainees.
• Assist with facilitation of training interventions and evaluation of training provided to internal and external trainees.
• Ensure that AIFA Distribution, Distribution Support and Legal and Advisory Specialists are equipped to provide best advice taking into consideration all changes in legislation as well as the industry.

Accountability: Wills Service (10%) 

• Ensure that the required systems and processes are implemented to support Will Drafting Services provided at point-of-sale in line with the strategic objectives of the business unit.
• Provide regular communication to distribution in respect of workflow, strategic business requirements, Will application quality and quality of signed Wills.
• Integrate the Wills Drafting Office and Wills Control Centre into one functional unit.
• Project Management and Stakeholder Management
• Business Management
• Sales and new business development experience
• 12+ years’ experience in the Fiduciary industry and two years in a middle/senior management role
• Qualifications recognized for Category II and IIA FSP
• Regulatory Exam (RE5) – First Level Regulatory Examination

Education and Experience Preferred

• MBA is preferred (not essential)

Knowledge & Skills: (Maximum of 8) 

• Knowledge of strategy execution, finance and operations
• Analytical skills
• Report writing
• Knowledge of project and process management
• Internal and external networking skills
• Managing complexity and ambiguity
• Technical knowledge of Fiduciary as well as Wealth, Investment and Insurance industry

Education and Experience Required 

B Competencies: 

Business Acumen 

• The ability to understand financial and economic concepts/drivers; to identify, create and/or exploit opportunities. Inculcates a culture of frugality in dealing with organisational resources. Formulates proactive business strategies to take advantage of business conditions and to gain advantage over competitors. Balancing competing and compelling business priorities towards achievement of organisational objectives. Displays extensive understanding of the market and industry, in order to identify profitable business opportunities. Instils a culture that is supports entrepreneurial initiatives.

Strategic Capability

• The ability to evaluate and redirect organisation strategy, value proposition, and business strategy aimed at conceptualising a desired future state that promotes the viability of the organisation. -  Conceptualises and develops a unique, viable business strategy and a desired future state for the organisation to meet future demands.  Continuously evaluates the relevance and viability of the organisational strategy, and adapts and devises new strategies. Uses understanding of long-term issues, problems or opportunities as a basis for developing long-term strategies, objectives, and goals that will reposition the organisation.

Digital Acumen

• The ability to execute the digital agenda of the Business Unit. Demonstrate the ability to utilise digital technology and systems effectively to enhance own, team and business performance and culture.  Provide insights on emerging trends in digital transformation in order to shape new and different business models to support the strategy.
• Determine how to deliver the ultimate customer engagement digital experiences by measuring the efficiency and effectiveness of the digital channels.

Creative and Innovative Thinking 

• Required to develop innovative ideas, strategies and plans. Demonstrates ingenuity and curiosity to do things better. -  Creates the culture and environment within which others can challenge established traditions, reinvent the industry/environment for our partners and clients; uses initiatives, generates new ideas, experiments and thinks outside the box, e.g. new distribution channels, market creation. Demonstrates ingenuity and curiosity to do things better.

Customer Obsessed 

• Extensive understanding of best practices for a customer focused culture and the management of customer experiences.

Inspirational Leadership 

• The ability to inspire, motivate and direct individuals to take ownership of-, and achieve desired outputs. Articulates and promotes an inspirational and compelling vision for the organisation aimed at promoting its strategic objectives. Ensures that the core capabilities of the organisation is developed, and maintained through focused training & development initiatives. Displays the characteristics of a transformational leader and thought leader in industry.

Collaboration & Influencing 

• Utilisation of appropriate interpersonal styles to build, develop, empower, inspire and utilise effective teams towards goal achievement. Initiates collaboration with other groups or organisations toward common goals. Collaborate with key stakeholders within the organisation and external environment to promote a philosophy of collaboration. Promotes a culture of collaboration on all levels of the organisation. Drives teamwork and success through effective leadership. Creates an environment where team members consistently push to improve team performance and productivity.

Stakeholder Management 

• Able to apply extensive stakeholder management in the building of a network amongst different stakeholders within and without the organisation that will help support the achievement of business goals. Evaluates the value of stakeholder relationships and recommends different tactics. In-depth understanding of how to manage conflicting needs/expectation of stakeholders.

Reasoning (Analysis) 

• The ability to analyse- and quickly grasp the implications of a situation, relating data from different sources, critically evaluating and integrating information/facts, and diagnosing a problem. Responsible for the establishment of analytical and systems thinking to ensure effective problem solving in the business. Identifies multiple relationships and disconnects in processes in order to identify options and reach conclusions. Adopts a systems perspective, assessing and balancing vast amounts of diverse information on the varied systems and subsystems that comprise and affect the working environment. Able to integrate elements of problems and display the ability to understand and making sense of the inter relationships between critical elements and or impacting factors across the organisation. Based on trends, defines main business drivers in order to impact on decision making.

Interpersonal Effectiveness 

• The ability to establish and maintain positive interpersonal relationships characterized by sensitivity, support, respect and constructive resolution of differences and of conflict. Instils an organisational culture that values effective interpersonal relations. Builds mutually beneficial relationships to promote the achievement of the organisational
• Exceptional team player
• Drives high performance
• Creative problem solver

Closing Date: 24th, March 2022