Universal Banker
Job Summary
To provide excellent
customer experience, deliver exceptional branch business growth and
profitability. To observe compliance & control requirements, keeping high
level of bank standards.
Job Description
Key Accountabilities (Duties & Responsibilities)
Business Growth – Time split 60%
- Understand
and implement business strategic initiatives for the branch aimed at
increasing new business and wallet share from existing customers.
- Have
a clear understanding of all Retail and Business Banking products that
could satisfy customer needs.
- Manage
portfolio risks in line with banks portfolio appetite.
- Collaborate
in the development and implementation of sales initiatives with other
business functions i.e. Direct sales team, Asset Finance, CIB,
Bancassurance to maximise on cross-selling and better customer profiling
opportunities.
- In
conjunction with the branch manager, Industry heads, products, conduct
product review and development through constant feedback from the market.
- Continuously
conduct market intelligence to identify new markets, customer trends, new
government / directives and changes in policy by regulators.
- Contribute
in the development of branch sales strategy.
- Plan
and co-ordinate any marketing approaches for new business and actively
develop existing relationships.
- Actively
seek to grow own portfolio and cross sell to ensure delivery of set
Targets.
- Appraise
and promptly address customer issues /complaints escalating as necessary
to ensure timely resolution as per the set standards.
- Ensure
quality sales and new to bank accounts within your portfolio are promptly
funded at customer onboarding.
- Continuously
monitor own performance against targets agreed on a daily basis for new
and existing clients. Initiate appropriate action plans to address any
shortfalls in performance.
- Operationalise
campaigns as required with the Branch Manager and the business.
- Ensure
excellent customer experience at all times
- Drive
business targets through strict TAT observance and high level service
delivery standards.
- Should
not advise an existing customer to open a similar account in their
respective Branches with a view of moving funds between the accounts.
- Should
not close an existing account in your Branch/domiciled in another Branch
with a view of re-opening a similar account.
- Accounts
re-streaming should be carried out in line with the Banks policy.
- Together
with BM, create ownership of the branch performance targets. Agree branch
execution plans/strategies and ensure they are aligned to the Banks
overall strategy- Growth, Transformation and Returns.
Customer Experience -Time split 20%
- Ensure
excellent customer experience is maintained at all times.
- Ensure
set TAT in account onboarding and loan processing is achieved at all times.
- Appraise
and promptly act on customer issues /complaints escalating as necessary to
ensure timely resolution.
- Ensure
set TAT on response to customer queries on phone, email or by letters is
strictly adhered to.
- Ensure
customer data is up to date at all times
- Ensure
branch NPS score are maintained as per the set standards
- In
conjunction with the Branch Manager, co-ordinate branch initiatives aimed
at gathering feedback from customers on service standards and advise
leadership for improvements
- Monitor
service to ensure customers are served within acceptable waiting time
having a work plan for both peak and off peak periods.
Internal Controls & Risk Management -Time split 10%
- Ensure
that the Absa bank¡¦s policies and procedures are adhered to at all times
when handling different products.
- Ensure
adherence to all KYC & AML Processes with regards to new and existing
business and that proper documentation is in place.
- Ensure
compliance with Operations Risk requirements to avoid losses arising from
operational lapses.
- Manage
costs within your area of operation.
- Effectively
carry out branch snapchecks as assigned by the assistant branch manager.
- Ensure
new business is properly booked and all income due to the Bank in terms of
charges, commissions, fees are collected as per current tariff.Accurate
customer information is captured in the core banking system.
Capacity Building & People Management – Time split 10%
- In
conjunction with the Branch Manager, Assistant Branch Manager and other
branch colleagues create a conducive work environment, team work and
effective succession opportunities to ensure maximum productivity.
- Ensure
the assigned e-learning and internal training activities for self and
direct reports undertaken within set timelines.
- Determine
and manage Training Needs Analysis and own succession planning.
- Manage
your own leave by working closely with your Line Manager
Ideal Job Competencies
Technical Competencies
- Technology
Skills; Knowledge of computerized banking applications and spreadsheets
- Conceptual
and analytical skills;Ability to quickly grasp and understand systems and
keen to details
- Risk
management;Ability to anticipate and mitigate risk by implementing appropriate
risk management policies for the bank
- Compliance
and Regulatory Framework; Top nick understanding of the regulatory issues,
reporting and operational requirement as provided by CBK, KBA, KRA etc
- Basic
Credit Skills; Good knowledge of personal and business credit underwriting
and portfolio management
- Audit
standards & Legislation; Good knowledge of International Accounting
and Audit Standards, and Legislation
- Knowledge
of Banking and Business Operations; Well rounded knowledge of all the
Banks products, operations and processed and excellent knowledge of bank
policies and procedures to consistently achieve the required compliance
standard.
Behavioral and Cognitive Competencies
- Results
and achievements oriented; Strives to achieve results, enjoys measuring
others, being measured, and being judged on performance standards and
those of others he/she leads to optimize employee productivity. Ability to
effectively plan and monitor the branch performance using defined system
and processes
- Leadership
and Management Skills; Ability to strive for growth through performance,
nurture and grow talent for self. Capability to mentor and manage changes.
Self-empowerment to enable development of open communication. Teamwork and
trust that are needed to support performance and customer service oriented
culture
- Communication
& Interpersonal Skills; Well-developed oral and report-writing skill,
ability to work with others. Effectively communicate with and manage
customer expectations (Internal/external), and other stakeholders who
impact on performance.
- Negotiation
& Selling Skills; Must be a good negotiator, particularly in changing
behavior and work practices but always win/win. Negotiate with customers
on product offering to grow customer numbers/value and product uptake
- Human
Resource Management Skills; Basic leadership skills, team building and
ability to train, develop, lead and work with highly motivated teams
- Personal
Ethics; Must be honest, fair, just but firm with self, and of high
integrity
- Relationship
Management;Managing client relationships so as to ensure excellent
customer experience leading to value add to the customer and increase in
the Banks share of wallet
- Conscious
of banks reputation; Protect and enhance the banks reputation.
How to Apply