Supervisor Retail Int Banking (FAIS) - Roodepoort at Absa South Africa

Job Summary

• Coordinate day-to-day team of knowledge workers, i.e. work with team, are not accountable for management in terms of: people, process, technology, budget. Contribute to managerial decision making.

Job Description

• Finance: Actively support the business unit financial strategy through effective executions of transactions and involvement in collaborative practices and sales campaigns.
• Monitor the achievement of travellers cheques targets per branch by collation of monthly sales to track performance and identify action plans to address sales performance gaps.
• Monitor the achievement of cash passport sales targets per branch by collation of monthly sales to track performance and identify action plans to address sales performance gaps.
• Support the execution of the International Trade Area's (ITA) business plan to achieve business and financial growth targets.
• Ensure effective cost and income recoveries by adherence to stipulated tariff 2 structures and income designation to the correct Strategic Business Unit.
• Support ITA growth initiatives through value add lead generations and initiatives detailed in the action plan.
• Reduce write off's by ensuring adherence to policy and procedural requirements and execution of corrective actions.

Business Processes:

• Accelerate the integration and development of best practises regionally and nationally via communication channels
• Ensure efficient processing by minimising amendments made to transactions captured on the system by checking transactions processed daily by subordinates
• Finalise all transactional and client queries within 48 hours.
• Implement proactive initiatives to reduce business risk and improve overall business productivity.
• Adhere to the international banking products manuals on the ABSA Intranet which refers to the adherence to regulatory, legislative and procedural requirements.
• Communicate these to team members to ensure they adhere to them as well.
• Ensure adherence to statutory, regulatory, legislative and Absa compliance requirements by following stipulated policies and procedures.
• Identify trends presented in write off reports received daily and implement corrective measures to reduce write off's.
• Implement and monitor the ITA business plan by adhering to the agreed milestones.
• Obtain green audit status by ensuring to all audit requirements as stipulated (South African Reserve Bank, Internal Audit, Business Assurance) are adhered to.
• Ensure effective execution and management of Business Assurance monitoring reports by rectifying identified findings from the Business Assurance audit
• Allocate duties to team members in order to achieve operational targets including prioritisation and work schedules.
• Identify effectiveness of processes and systems in use in the department and make recommendations for improvements to the line manager

Customer Excellence:

• Implement and monitor actions to improve Customer Service Measurement (CSM) results in order to attain 65% above Absa's national average in respect of service attributes.
• Keep internal and external customers informed of new developments e.g. products/processes/ procedures that affect them by distributing tips in the newsletters during customer appreciation week.
• Ensure that Customer Complaints and Compliments are proactively logged and resolved through capturing, tracking and resolution on Customer Care Process (CCP) system by performing regular spot checks.
• Ensure through effective work distribution and monitoring that transactions are processed within a 12 hour turnaround time. Support the staff recognition in terms of identifying and nominating Service Hero's within international banking
• Improve customer service by complying to the Absa service standards and service credo through customer appreciation and service efficiency initiatives.
• To build and maintain a network of contacts internally and externally to generate business opportunities

Leading People & Self Development:

• Optimise human capital in the international banking environment by continuously driving higher performance by ensuring high levels of productivity and conducive interpersonal environment
• 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.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions
• Support the Manager in identifying employees that are not meeting short-term productivity or control targets and make recommendations to the line manager to place employees on the Performance Accelerator Programme.
• When required, recommend to the line manager to initiate disciplinary processes for team members.
• Participate in collecting the evidence for the case. Execute EOS (Employee Opinion Survey) action items as assigned by the line manager
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members
• To support international banking manager to determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Approve leave requests for team members and create leave plan to ensure adequate capacity management.
• Monitor overtime and ensure that it is kept to a minimum.
• Report excessive overtime to the line manager and create plans to address the issues
• Ensure behaviours and performance is aligned to Absa values by providing honest and constructive multi source feedback
• Actively coach and develop new entrants in their development through institution of career path plan and mentor talent where possible
• Keep abreast of developments within area of expertise, reading internal circulars, bulletins, etc. and implement training interventions to ensure imparting of skills and understanding

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)