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Job Summary

To maximise the customer experience by ensuring that continuous quick and efficient service is delivered to all Cash Customers through mentoring, coaching and developing staff within Hub and Spoke,
The process requires careful daily coordination, cash planning, forecasting and management and would need to use a nodal optimization tool to ensure most effective cash management.
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.

Job Description

Key accountabilities

People Management

Outputs:

• Build and develop a high performing team through embedding performance development and coaching. Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
• Discuss and finalise Performance Development Plans and ratings for all members of staff in the branch.
• Recommend reward allocations for all branch staff, including bonus and pay increases.
• Determine and manage Training Needs Analysis and Succession plans for all direct reports.
• Responsible for hiring team members based on short-lists of candidates compiled by HR.
• Responsible for conducting exit interviews for all employee-initiated departures from the bank. Provide results of exit interviews to HR for review and analysis.
• Manage staff attendance levels, including approval of leave. Compile monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc), and submit to HR for record keeping.
• Directly responsible for discipline – initiate misconduct or incapacity charges, follow Absa discipline processes together with HR and an independent chairperson. Build the case files where required.
• Ensure that team members own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Act as the escalation point for their unresolved queries and complaints.
• Motivate staff and ensure they are recognized through the Absa recognition schemes.
• Create an empowering environment for branch staff, encouraging individual ownership and initiative.

Business Management

Outputs:

• Agree targets and take accountability for the overall achievement of Retail performance objectives for the branch in terms of:
  • Employee Satisfaction
  • Customer experience
  • Sales growth and income contribution
  • Cost performance
  • Risk and rigour management

• Budget accountability:
  • Accountable for achieving annual sales targets as agreed with the Cluster Manager.Monitoring of progress towards achieving targets is done on a monthly basis.
  • . Monitoring of progress towards achieving targets is done on a regular basis, at least monthly.
  • The Branch manager is also responsible for maintaining a healthy balance sheet in the branch i.e. ensuring the assets on the books of the branch are performing to expected standards, that low quality assets are kept to a minimum and that the earnings contribution of the branch is within acceptable levels.
  • Even though the branch manager may not be the cost centre owner directly, the incumbent is responsible for strict cost management in that branch i.e. reviewing all service provider quotations before the work can proceed. In addition, the branch manager is expected to conduct detailed analysis, on a monthly basis, of the following cost elements:
    • Overtime approvals
    • Equipment maintenance
    • Stationary consumption/telephones etc.
    • Sundry losses
    • Staff costs
  • Active involvement and accountability for making purchase/ refund business decisions within set limits e.g. Sundry loss, Potential Loss Accounts (PLA), customer refunds. Can approve release of deceased funds within predetermined limit.

• Brand, product and business proposition:
  • Provide clear direction to branch staff on the Absa Retail business objectives, translating and prioritizing into business performance measures at branch level.
  • Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
  • Ensure that merchandising materials are displayed in accordance with guidelines.
  • Brief staff on promotional and product launches; provide regular feedback on sales performance.
  • Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the Cluster manager.
  • Support product specialists and the direct sales team in marketing of group schemes and other corporate products to local businesses.
  • Review balanced score card statistics – rotate responsibility for collecting statistics between team members e.g. leave, NTB failures results, accuracy, counter & sales statistics etc.​

Risk and Contro / Rigour / Compliance

Outputs:
Ensure compliance with operations risk and rigour requirements e.g. Health & Safety standards, security of premises, KYC and Anti-Money Laundering measures.
•    Ensure that all staff in the branch adhere to all Absa Information Security policies and procedures through regular communication to staff and spot checks.
•    Review results of snap checks and progress on action plans.
•    Conduct regular quality checks on all processes, focusing on transactions with high financial levels and operational risks of the process, including Branch Crisis Management, systems, reviewing control reports, etc.
•    Ensure that all Absa procedures are followed through regular communication to staff and spot checks.
•    Report all incidents within the branch in line with the bank’s incident reporting procedures

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

Cash Management

• To be accountable for the overall Supervision of the Branch end to end cash management Procedures.

• Ensure the timely actioning of Cash Summaries and Treasury Books including reconciliation of Branch cash.

• Ensure all Branch Keys including that of Vault are held by authorised staff and signed for in the Keys Register.

• Accountable for the Branch and Vault Opening and Closing.

• Ensure that the second key to the strong room is held by a Member of Management i.e. Chubb Door.

• Conduct surprise Management checks on the cashiers and retain a record for audit purposes.

• Ensure to Monitor the Branch and Teller Cash levels on a daily basis.

Customer Service

Outputs:

• Where customers request to deal directly with the branch manager, the branch manager takes ownership of the query/complaint resolution process.
• Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.
• Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, ATM’s, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.
• Through effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, ATM’s etc.
• Manage remote and manual authorisations, by assigning responsibility for authorisers, and personally authorising high-value transactions, to ensure efficient counter service.
• Interact regularly with internal service providers (e.g. Operations, Customer service) to ensure fast and efficient service to customers.

Administration and Contribution to team

Education

National Certificate: Accounting (Required)