Specialist Manager Customer Services and Hosting at Absa Group Limited (Absa)

Job Summary

• To maximise the customer experience by ensuring that continuous quick and efficient service is delivered to all customers through mentoring, coaching and developing Tellers, Customers Services Clerks and Hosts.

Job Description

Key accountabilities

Accountability: Leading a team of cash and service, and hosting colleagues

• Manage capacity of staff through recruitment of permanent as well as temporary and casual staff and planning of leave.
• Monitor queue wait times and reallocate staff in the branch to other areas where possible.
• Ensure MyContribution Plans are implemented according to the Performance Management cycle which include Contracting via Workday, MyContribution reviews and Consistency Reviews.
• Coordinate employees training and identify developmental needs and ensure these are acted
• upon. Ensure all staff are competent through completion of the applicable multi-role proficiency learning curriculum.
• Ensure mentoring and coaching takes place to contribute to development of staff.
• Provide authority and resources to subordinates needed to deliver their goals.
• Calling team members to account if they fail to meet their commitments (discipline and other consequence Management).
• Manage absenteeism trends of employees.
• Establish and maintain effective communication channels and correspondence processes between employees.
• Recommend rewards and promotions on basis of performance and contribution within the framework provided by the Bank.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of the banks Processes and systems.
• Establish and maintain a succession plan for the team.
• Obtain the workforce and recruitment plans created by the Line Manager and plan execution within given timelines.
• Make recommendations to the Line Manager on how to improve the plans and suggest how resources could be re-allocated in case of excessive workload.
• Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
• Review leave plans in place and make recommendations to the Line Manager to adjust the plans if required. Review Leave captured on Workday to ensure that all leave was captured.
• Monitor overtime and ensure that it is kept to a minimum. Ensure that all overtime is pre-approved.
• Identify employees that are not meeting short-term productivity or control targets and make recommendations to the Line manager to place employees on the Back on Track plan.

Accountability: Minimise operational losses for the branch by controlling and Managing adherence to policies, procedures and legislation:

• Create awareness amongst Customer Service and Hosting staff of control measures to prevent theft and fraud and ensure that control measures are implemented on a continuous basis.
• Ensure that staff is aware and comply with the Code of Banking Practise/Legislation including FICA, FAIS.
• Awareness, Prevention of Counterfeit Currency Act, Occupational Health and Safety Act, Money Laundering.
• Customer Acceptance Screening Application, Corporate Crime Awareness.
• Monitor and control all tasks, procedures and processes of staff (e.g. key registers, cheques,
• Mandates, key policy and security measures), on a continuous basis.
• Ensure adherence to Safety/Security procedures (robbery and contingency plans).
• Control the application of the clean desk policy and Information Security.
• Ensure positive branch assurance outcome, ensure adherence to cash limits as well as cash management and Control expenditure. This includes walking through to the Tellers to ensure that they adhere to the TCR limits.
• Accessing the dashboard and other counter limits.
• Coach team members on all the processes and controls that they have to execute in their daily work and ensure that they understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team Members to see if control requirements are being adhered to.
• Coach the team members on areas for improvement and highlight major failures to the manager of the area.
• Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews.
• Identify losses due to processing errors or internal fraud in the branch. Escalate to the branch manager.
• All the required information to allow logging of the Risk and Loss events. Participate in the investigations.
• On a weekly basis, remind the team of their compliance requirements. If any team member does not understand their obligations, highlight to the Manager to arrange briefings by the Compliance Officer.
• Obtain the monthly MSS/ESS compliance training reports. Schedule new employees for compliance training within the prescribed timelines and do not allow employees to work until they have completed pre-requisite compliance training.
• Explain the requirements for Business Continuity to team members, nominate team members to participate in BCM Tests.
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date.
• Ensure that team members read Circulars that are relevant to the area and answer questions they may have.
• Ensure that all team members understand the control requirements related to physical and systems access control and information security. Ensure access to systems have been revoked and the necessary procedures have been followed to receive keys /PINs.
• Ensure that cash limits are managed by conducting spot checks and tellers during the day or by accessing the TCR dashboard (if implemented in branch).

Accountability: Provide an efficient service to internal and external customers.

• Control the retrieval and distribution of information in order to allow customer service staff to make quick decisions when encountering complex enquiries. Handle escalated enquiries personally.
• Monitor the submission of clear understandable instructions to Group Support Functions to ensure quick response time.
• Ensure follow up procedures are in place to meet the required SLAs.
• Assist customers by ensuring that the team gives quality and efficient service.
• Make use of the Customer Care Process for customer complaints as well as compliments.
• Identify trends in terms of Customer complaints and to take action to prevent further incidences.
• Continuously track the service performance of the branch and work with the branch manager to implement corrective actions where required.
• Ensure that staff adheres to Absa's corporate image standards.
• Maintain community involvement by participating in projects as defined for the region.

Accountability: Build effective working relations with all Strategic Business Units (SBU) by providing a complete service to customers.

• Ensure that knowledge is increased and keeps up to date on the Absa product range and documentation criteria.
• Minimise complaints by providing a professional and high-quality service to customers through quick and accurate referrals and services.
• Ensure that Hosts are skilled and knowledgeable of the different SBU's to be able to direct clients correctly.

Accountability: Encourage employees to maximise income.

• Ensure that staff forward leads to sales consultants to maximise sales - monitor and control the leads process.
• Encourage employees to promote the use of alternative delivery solutions channels to customers.
• Ensure the knowledge of employees is kept up to date on Absa's product range.
• Implement the prescribed process to ensure the recovery of all manual fees in terms of the pricing manual.
• Act as backup for other team members in case of absence or during peak times.
• Perform all other duties as reasonably assigned.

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies, National Diplomas and Advanced Certificates: Finance and Investment Management