Open Positions at Absa Group Limited (Absa)

Job Description

The role will support sales and service activities through coordination of the respective product and segment campaigns and  initiatives while assuming responsibility for the following:-

• Serving as product specialist within physical channels for the different targeted customer segments including but not limited to: Youth & Student, Core Middle, Retail Affluent, Unsecured Lending, Islamic Banking.
• Interface with national Sales, Service and Enablement functions, serving as the entry-point in region for all segment, product and service deliverables.
• To customise and manage campaigns within the region – including activation events that are geared towards new to bank growth and overall lift in profitable market share. To partner with the respective regions in execution thereof.
• Implementation and tracking of channel campaigns ensuring that plans are refined for optimal results.
• Delivering in partnership with Regional Managers and other SBU’s - customer education and colleague product knowledge and enablement sessions.
• In line with targeted segment strategy, enable the respective sales teams through sales and service coaching sessions as well as implementing local trade periods.
• Serve as entry point to the national service function to cascade and embed the service model. In addition, deep-dive common service failures and co-create remedial actions
• Serve and SME to the Regional Manager, Regional Manager External Sales in the drive to source and acquire new to bank business. 

 (Planning & Growth) Sales Activity Coordination / Execution

• Proactively support the development of monthly, quarterly and annual sales activity plans (cross product / channel and aligned to the Physical Channels overall plan) for the region and branches as required.
• Customise and coordinate the implementation of sales campaigns across the region, ensuring relevance and effectiveness for the local market.
• Establish routines to enable proactive and collaborative campaign activity planning and implementation across the region.
• Establish, co-create with the frontline and external sales team an effective sales and service routine and discipline that will ensure an optimal, well-run sales force, equipped to operate across targeted products and segments
• Actively monitor product and segment campaign performance and jointly institute  action plans to optimise and leverage market opportunities
• Review and leverage branch and regional performance data to recommend and customise campaign activity across the network that will effectively support customer attraction, retention and experience.
• Work collaboratively with the regional and national team to cascade campaigns (on time, budget & quality) across the region.
• Actively monitor competitor sales activity in the assigned areas and identify opportunities for sales activity plan alignment in mitigation.
• Act as advisor and coach to frontline colleagues, line management and regional leaders on effective campaign management and the implementation of sustainable sales and service rhythms (practices) for the region.
• Implement feedback mechanisms (feedback loops) to effectively close out on sales activities e.g. lessons learnt and integrate findings into existing planning, processes and campaign tools.
• Support the development of communication, education and engagements plans (aligned to the Physical Channel BAU, BOW and digital-enablement rollout) to frontline and leadership teams.
• Actively monitor & manage migration activity within defined areas (branches) and provide additional training and support as required within branches.
• Work proactively with the leadership team on the implementation of digital migration strategies, new product launches and associated education plans to successfully deliver on channel migration targets.
• Support the delivery of staff and customer education sessions aligned to product and migration changes / enhancements and or overall physical channel strategies as required.
• Establish effective communication routines with regional and national teams to effectively plan and monitor migration strategy implementation across the region and branches.
• Pro-actively support the development of monthly, quarterly and annual plans aimed at improving overall customer “Involved and Primacy” in-region.

Customer (Service) 

• Establish routines to enable proactive service activity planning and implementation across the region.
• Interpret customer service measures and analytics, support the implementation of corrective actions and ensure execution against these with a view to significantly improve the regional service and Net Promoter Scores.
• Drive the monitoring of customer regulation implementation effectiveness e.g. TCF
• Translate group customer experience strategies into activity plans and/or service objectives (as appropriate) for the region / branches.
• Communicate and embed customer experience and service standards through the regional leadership team.
• Monitor and manage customer experience feedback (complaints and other) and ensure effective resolution within assigned branches.
• Support and review regular customer surveys and translate customer feedback into actionable insights and relevant recommendations for assigned branches and areas.
• Act as a segment specialist, drive awareness, pro-actively identify opportunities and implement plans to ensure that specific plans are deployed to capture specific segments i.e. Youth & Student, Islamic, Core Middle, Retail Affluent, etc.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

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Job Description

Accountability: Stakeholder management/Business Management/Reporting

• Ensure relevant management and information analysis is available for the Executive to manage delivery across functions (within their mandate)
• Frequent engagement with, and reporting to office for central initiatives, performance reporting, and various analyses
• Ensure robust infrastructure support in conjunction with all business areas in line with agreed expectations
• Ensure data is reviewed prior to submission to the Executive
• Support line to achieve optimal performance from all functions across the business
• Continuously monitor the overall levels of business support and provide feedback to areas and business on progress, enhancements and improvements required.
• Maintain accurate view of infrastructure delivery including scorecards, service delivery assessment Prepare the key themes, presentations and reviews for the Executive, including collating supporting information internally and externally, as required
• Prepare and consolidate material and communication prior to it being reviewed by the Executive ensuring that context, analysis and the views of the respective areas are collated, filtered and appropriate for the audience, prior to submission.
• Continuously monitor the impact of potential changes relevant to the operating model and seek opportunities to enhance existing processes and structures

Accountability: Relationship Building & Team Working

• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great colleague experiences that drive and leverage best practice
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Accountability: Represent the Executive in various forums/committees

• Represent at various forums where applicable and assist in follow up, action tracking, preparation, review and feedback post all meetings and forums
• Extract themes and issues within all interactions, and resolve/monitor as required
• Perform ad hoc tasks within the mandate (stakeholder engagement, reviews, assessments, analysis)
• Monitor industry trends that may impact functions within mandate including leveraging Barclays processes and operating models.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required), Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

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Job Description

• Execute cash & related transactions: Throughout each day, balance, control and manage the cash float by checking the amount of cash at the teller station and requesting the restocking or repatriation of cash when prescribed cash limits are reached Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk in customers Process and encash cheques presented by customers for deposit or pay-out after checking identification, account details and other prescribed controls. Be vigilant for fraudulent or suspicious activities and report all concerns to the team leader or branch manager before processing the transaction or dispensing the cash Adherence to policies especially when handling with cheques, notes, ID’s, etc, under the 2 ID Buddy to prevent fraud. Refer any transactions in excess of teller mandate limits to a mandated official and / or line manager for authorisation Capture all transactions on the Bank system and ensure that all transactions are properly authorised before finalising the processing Carefully count all cash received or dispensed to ensure that errors are avoided by making use of the applicable cash counting equipment in your branch Reconcile own cash at the beginning and end of each day as well as when cash is restocked during the day. Prepare reconciliation reports for audit and management review purposes Ensure that journals are processed to recover charges for manual transactions processed for customers Ensure adherence to the SARB minimum requirements 
• Customer Service: Provide advice to customers on the cash and other transactions processes to ensure the smooth flow of transactions Exhaust all attempts to resolve customer enquiries before escalating to other departments or the line manager Provide Regular feedback to customers on the progress of their enquiries Explain the Bank’s procedures, security requirements (such as ID requirements when transacting) as well as service offerings available to customers Rep0rt customer complaints on the Bank’s Customer Care process (CCP) to facilitate feedback to improve service to customers Guide customers on how to correctly complete transaction documentation such as deposits, withdrawals, cheque requisition slips to ensure accuracy and completeness of these documents Ensure accuracy and efficiency when engaging with the customer. Ensure friendly, focussed customer interaction at all times Portray a professional image and ensure that personal appearance conforms to Absa Corporate Image standards Ensure adherence to the Corporate Wear policy Maintain a neat and tidy workstation at all times Pro-actively arrange your workspace to ensure sufficient stationary is in place prior to the branch opening. Regularly read the pricing documents relating to Teller transactions to assist clients with better solutions for their transactions and also benefit at the end of the day Adhere to the policy and procedure on the issuing of pins and statements in order to solution the customer at point of contact. Ensure migration of clients with CW transactions less than R4000 and CD of less than R8000 to Digital & Self-help channels and provide the necessary assistance. Maintain speed and agility at all times when assisting clients in order to minimise shortages and surpluses. Market products by giving out booklets or pamphlets to customers drawing large amounts of money and educate them of alternative ways on transacting. Educate customers on the use of the Internet Kiosk. 
• Identifying sales leads: Identify and action sales leads (teller prompts) and cross selling opportunities Explain the campaign details, during sales campaigns in brief and direct to clients to Sales Consultants for further information Effectively use of sales tools (e.g. teller prompts) in order to ensure the provision of leads to contribute to Branch Sales Take responsibility of own sales targets and assist daily by providing client solutioning according to their product needs Capture all other leads on SMD once agreed by client Follow up all leads with Sales Consultants on SMD to make sure clients are contacted 
• Compliance and Risk Management: Open & close the branch safe according to the Bank’s procedures, including physically securing the safe according to required procedures Conduct cash counts and visual checks as assigned by the line manager from time to time Ensure that all transaction records are kept and / or mailed in accordance with Bank procedures Keep transactions records available for control purposes Before processing transactions, verify that all information is accurate and complete in accordance with the Bank’s procedure. Refer any concerns to the line manager for follow up and decision making on whether to proceed Follow cash management procedures and limits as prescribed Familiarise with content of all communication, i.e. circulars, bulletins, risk day agenda’s and alerts, etc. Adhere to prescribed control measures to prevent fraud, losses and shortages Report suspicious transactions as per Money Laundering control frameworks Complete and maintain applicable registers (Teller and Key registers) Adhere to safety and security procedures and follow prescribed instructions in event of robbery Cubicles, teller drawers and workstations to be kept locked when leaving workstation Follow off-line procedures and comply with all regulatory and compliance requirements Manage security items i.e. Cash, Teller stamps, Safe keys, combinations and FBSS cards in line with policies and procedures Up skill your knowledge regularly with policies and procedures regarding your daily teller duties, cheques, Fraud, Foreign Exchange, this will help you also to prevent fraud Ensure up-skilling on fault reporting and testing processes & procedures of Equipment used at teller environment i.e. note & coin counters, TCR Machines, etc. Adhere to end of day procedures (ABSA 3368) Adhere to Branch Paper mandate when processing and / or authorising transactions, ensure processing within correct limits & mandates

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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Job Description

• Administration: Effectively fulfil all required administrative duties, including tracking and reporting 
• Customer Experience: To provide service excellence and achieve customer satisfaction 
• Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards 

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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Job Description

• Customer service: Deliver customer service at first point of contact 
• Capturing financial transactions: Capture all financial transactions on the Bank system and ensure that all transactions are properly authorised by a mandated official before finalising the processing 
• Fraud prevention: Identify potential fraudulent transactions and report these and other suspicious transactions as per the Money Laundering control framework to management 
• Capture customer data: Update demographics such as address changes, name changes and standing order instructions based on information supplied by customer. 

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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Key Responsibilities:

• Strategy and Planning: Formulate strategies to drive value from the Salesforce Platform in partnership with client, product, technology, and operations teams.
• Business Change: Manage ongoing investment and activity in line with the defined portfolio, including capacity and capability planning and development.
• Solution Realisation: Plan and drive execution of activities aligned with the Corporate Digital Platform execution model (SAFE).
• Benefits Optimisation: Utilise existing solution usage analysis to develop deep client insight and identify opportunities to create client value.
• BAU: Agree and manage SLAs with key stakeholders and support teams, consistently reducing organisation risk.

Education and Experience Required:

• B-degree
• 5-8 years’ experience in the financial industry (Knowledge in Corporate Banking)
• Minimum 5 years experience in an Agile environment
• Salesforce Certifications and 3-4 years’ experience

Advantageous Experience:

• Exposure to emerging technology – For example: CRM, Blockchain, DLT, Artificial Intelligence, Smart contracts, Cloud, API’s
• Ability to coordinate to solve problems across multi-functional and diverse teams.
• Strong orientation to driving strategy execution
• Advanced Level Salesforce Certifications i.e. Service Cloud Consultant; Sales Cloud Consultant & Marketing Cloud
• Product Owner Certification (SAFe; Agile)

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Job Description

• Relationship Management: Establish and maintain professional relationships through networking with industry leaders, regulators and policy makers as well as business partners that are key in the development of new ventures
• Delivery Business Development: Champion and manage business bulk acquisition strategic plan in line with Absa Business unit strategy
• Market Intelligence: Collect market intelligence through research by reading articles, publications, internet, word of mouth and networking on a daily basis to keep abreast of market developments
• People Management: Coach, mentor and manage team members toward driving business objectives and ensuring colleague development
• Operations & Compliance: Actively keep up to date with all relevant knowledge, legislation and developments within the business unit and banking industry that may have an impact on the Business Advantage

Education

• Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)