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Job Summary

To drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence in branches with up to 25 staff members or branches with single customer categories.

Job Description

People Management 40%

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 Africa recognition schemes.

• Create an empowering environment for branch staff, encouraging individual ownership and initiative.

Business Management 30%

Outputs:

• Agree targets and take accountability for the overall achievement of Retail performance objectives for the branch in terms of:

o Employee Satisfaction

o Customer experience

o Sales growth and income contribution

o Cost performance

o Risk and rigour management

• Budget accountability:

o Accountable for achieving annual sales targets as cascaded from the Area Manager. Monitoring of progress towards achieving targets is done on a regular basis, at least monthly.

o 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.

o 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

o 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:

o Provide clear direction to branch staff on the Absa Retail business objectives, translating and prioritizing into business performance measures at branch level.

o Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.

o Ensure that merchandising materials are displayed in accordance with guidelines.

o Brief staff on promotional and product launches; provide regular feedback on sales performance.

o Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the Area manager.

o Support product specialists and the direct sales team in marketing of group schemes and other corporate products to local businesses.

o Review balanced score card statistics – rotate responsibility for collecting statistics between team members e.g. leave, KYC results, accuracy, counter & sales statistics etc.

Rigour/Compliance 10%

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 Africa 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

Customer Service 10%

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, drop boxes 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, KYC Helpdesk) to ensure fast and efficient service to customers.

• Interview all customers who want to close their accounts because of poor service or high tariffs to determine the root cause and to attempt to retain.

Administration 5%

Outputs:

• Systems administration (user maintenance) in conjunction with the Branch Coordinator.

• Provide feedback on the performance or service delivery of external service providers (such as courier service, cleaning service etc) to the area manager and head office sourcing, to assist them with future contracts.

Contribution to team 5%

Outputs:

Provide cover for Branch Managers at other outlets when required.

Provide honest, direct and constructive feedback to others.

Deputize for Area Manager if required.

Share knowledge experience and best practice with team members and other branch managers

Risk and Control

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.

Education

National Certificate: Accounting (Required)