Regional Manager Estates Services at Absa

Job Summary

• Management of the Administration of deceased estates by coordinating the activities of the office and to accept final responsibility for problem solving, customer satisfaction, compliance, people management and ensure achieving the Branch's different financial budgets with consideration of the management of the risks involved

Job Description

Accountability: Management of the Administration of Estates

• Keep abreast of knowledge and skills relevant to the Fiduciary industry
• Evaluate and approve/decline in conjunction with company norms all requests for renunciation and discount on executor’s fees by clients with motivation for decisions.
• Monitor that Estates Managers ensure that all business standards and policies and procedures are adhered to.
• Sign off the various reconciliations done by the Administration Department of the various bank accounts on a monthly basis

Accountability: People Management 

• Work with direct reports in the team to achieve excellent business results through continuous people development and mentoring activities.
• Ensure the development of a high-performing team through embedding formal Performance Development and informal coaching.
• Determine and analyse training and development needs for staff and ensure training is executed.
• Establish and maintain a succession plan for the area
• With the support from the People Partner, interview and recruit direct reports and provide support to them during the recruitment of their teams on request.
• Act as first level escalation point for all grievances raised in the business unit.
• Ensure that all non-performance and misconduct is formally addressed
• Motivate employees in the department and ensure that their efforts are recognised.

Accountability: Business Management 

• Coordinate the efforts of the different operational areas and business partners under management to ensure minimal duplication of efforts, maximum efficiency and to maximise value for money.
• Rebalance resources between different areas e.g. reallocating headcount or budgets, but within overall approved resources for the year.
• Contribute to the development of business unit strategy for the next 2-3 years by providing a view on potential improvements for products or services and an assessment of the existing situation and anticipated changes in the external environment.
• Agree targets and take accountability for the overall achievement of performance objectives in the business area in terms of new business, revenue and profit, employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements
• Manage departmental budgets including signing off of invoices and quotes within mandate. Escalate out of budgets items to the General Manager for approval.
• Sign off capital expenditure within budget. This includes approving purchase or sell decisions for desktop computers, laptops, departmental equipment etc.
• Analyse effectiveness of processes and systems in use in the department and make recommendations for improvements.
• Review performance against balanced scorecard components as prescribed by the Executive, discuss gaps and agree action plans to close gaps.
• Benchmark productivity of the department against industry standards and create measures to improve productivity.
• Agreed and manage service offerings and SLA’s with stakeholders.
• Translate strategic goals in business and operations, and cascade these into functional and departmental goals.
• Ensure competiveness in the specific area of the industry by pro-actively translating and acting upon environmental changes and continuously improving service.
• Participate actively in industry forums to shape and influence the future of the industry, e.g., Fiduciary Institute of South Africa (FISA)

Accountability: Risk management and Compliance

• Adhere to Absa Group compliance and risk requirements and industry related legislations in order to maintain ahigh standard of services
• Adhere to applicable business standards
• Adhere to business processes and controls practice; non-adherence may lead to disciplinary actions
• Complete all compulsory compliance and legislation training within the required timeframes as prescribed by Absa Risk
• Adhere to risk and compliance policies in terms of Environmental Health and Safety, Information Security, Records Management and Money Laundering, Sanctions etc. Non-adherence to Absa's Policy and Procedures may lead to disciplinary action
• Ensure that processes, control requirements and risk management frameworks that impact the area are documented and understood by all members of the team
• Work with Absa Internal Audit and Management Assurance during the scoping of audits to ensure fair coverage.
• Own and agree corrective action items with Internal Audit and Management Assurance for findings related to the functional area under management.
• Arrange issue assurance for closed audit findings.
• Complete required compliance training and 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.
• Ensure that all regulatory requirements are adhered to.
• Ensure that the Business Continuity Tool is updated regularly and signed off annually in consultation with the BCM Co-ordinator. Ensure that the BCM Plan for the area is tested as required and corrective actions executed.
• Working with managers/professionals in the team, develop Detailed Risk and Control Assessments (DRACA'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 the Employee Benefits area has a Health and Safety Rep, Fire Warden and Evacuation rep

Accountability: Customer Service 

• Deal (telephonically, electronically, written communication, correspondences, and face to face) with clients both internally and externally on a professional basis to ensure that a high standard of customer service is given
• Resolve customer complaints and ensure customer complaints are addressed and that the client is satisfied with the outcome within a period within 24 hours. Contact the client and ensure that the matter has been resolved
• Build and maintain a relationship with various stakeholders (including, Master of the High Court and firms of attorneys) by continuously engaging and ensuring satisfactory client service and good relations
• Escalate complaints, where complex matters cannot be resolved within 24 hours.
• Drive a professional client services culture in the business area
• Be involved in an advisory capacity in complex estate cases with complaints as referred to by Head Office and/or Ombudsman and be part of communication with clients. Escalate cases that poses potential risk to the business to the General Manager

Education and Experience Required

• NQF level 6: relevant B Degree, or
• Diploma in Estate and Trust Administration or LEAD Certificate or Certificate in Advanced Trust Law/Estate Administration
• Five years’ experience in a management role
• Five years’ experience in the fiduciary environment Knowledge & Skills:
• MS Office (Word, PowerPoint and Excel, Outlook)
• Interpersonal skills
• Present a professional image both internally and externally
• Communication skills
• Ability to work under pressure
• Planning
• Relationship Management
• Analytical Skills
• Numerical skills
• Presentation skills
• Coaching and mentoring skills
• Financial analysis and risk assessment
• Marketing and Sales Skills
• required Competencies:
• Business Acumen
• Exceptional team player
• Customer obsessed
• Drives high performance
• Digitally empowered
• Creative problem solver

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised