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Job Summary • Develop, implement, and manage sales and service strategy within Prestige Segment.
To deliver exceptional retail business performance through excellent customer servicing, sales origination, lead generation and transactional processing in a branch
Demonstrate advanced product knowledge and in-depth understanding of the policies and processes of the branch.
Implement and monitor a contact management strategy to avoid attrition and enhance customer loyalty
Identify, evaluate and manage strategic risks and opportunities
Manage customer experience in line with our customer obsession journey
Adherence to our process and policies in place
Job Description
Sales and Service
To proactively relationship manage a portfolio of Prestige Customers with the view of nurturing and growing the relationship.
To develop and grow the allocated Prestige portfolio through a clear and concise relationship management strategy, making effective use of all tools and channels to anticipate their Customers’ needs quicker and consistently
Develop and implement sales strategies to deepen product detention within existing customer base, promote cross selling opportunities and increase market share towards overall achievement of Retail performance objectives.
Increase the share of market through consistent acquisition of NTB clients
Conducting business reviews to ensure clients are satisfied with their products and services.
Maximize cross-selling opportunities to have a high level of ENGAGED customers at all times
Achieving client relationship targets and KPI’s as set in the score card
Act as a business developer to achieve the objectives
Deliver world class customer service practices to improve NPS and ensure adherence to Absa Service standards.
Ensure excellent service delivery throughout the customer journey to enhance customer satisfaction and NPS.
Implementation of contact management strategy to better understand customer needs and increase market share
Promote use of remote and digital channels
Endeavour to deliver exceptional sales performance by identifying and meeting customer needs through sales & cross selling of all Absa Retail products & services
Ensure that all the information are provided to customers to reduce turnaround time.
Manage complaints in accordance with policies with an excellent turnaround time and ensuring proactively and timely solutions provided to customers.
To attend networking and Social Events /Seminars to grow own networking sphere and for self-development
Participate in the events organized by the organisations to deepen customer relationship
To be viewed as a Trusted Advisor by establishing and developing opportunities to proactively identify opportunities to meet Customers’ needs, introducing and working in conjunction with the branch teams.
Operational rigour
Conduct full review of customers in their portfolio including financial statements and their current product set held with Absa Bank.
Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to management in Operations.
To ensure all Bank Policies in relation to Regulation, Compliance and Legal are fully always adhered to
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
Comply with all relevant legislations and regulatory guidelines, Absa Policies, processes and procedures e.g. Financial Intelligence and Anti Money Laundering Act, Code of Banking Practice, Fraud prevention and money laundering procedures, Minimum Operating Standards, Branch & Cash Operations Guideline, End to End Cash Management, etc;
Participate in systems administration and adhere to the group IT security policies.
Self
Ensure that the targeted level of business results for the jobholder’s portfolio is maintained.
Regularly report to Line manager the activity level, recruitment and sales.
Agree performance development objectives with the line manager
Pursue self-development to increase personal effectiveness acknowledging strengths and areas for development.
Impairment level to be kept under control
Delinquent Accounts to be monitored and attended promptly to decrease impairment rate
Demonstrate a can – do attitude
Participate actively in Retail activities
People Management and Team Working
Build effective relationships with branch staff and key support functions
Share knowledge experience and best practice with other team members
Provide cover for outside home branch when required.
Work cross functionally with the key service providers to ensure seamless service to our customers.
Depending on business contingencies, you may be called upon to perform other duties assigned to you by management
Mandatory Risk and Control objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Absa
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