Absa Group – Universal Bankers – Various locations.

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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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. The position is on contract terms – 2 Year Fixed term contract.

Job Description

Main Accountabilities:

Business Growth – 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 maximize 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.
  • Operationalize 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.

Internal Controls & Risk Management – 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 snap checks 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.

Customer Experience – 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.

Capacity Building & People Management – 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

Key stakeholders that the position holder will need to liaise/work with to be successful in this role:-

Internal & External

  • All branch staff
  • All other Departments
  • Other bank staff (Internal customers
  • Other Local banks
  • Customers (Internal & External)
  • CBK
  • Kenya Bankers Association
  • Kenya Revenue Authority
  • Service providers

Decisions the position holder is empowered to make:

  • Verification of KYC Documents /identification.

Work Cycle and Impact:

  • Submission of daily performance reports to the branch manager.
  • Review of unfunded accounts within portfolio.
  • Review and recovery of delinquency accounts.

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 and 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 achievement 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 and 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 and 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 bank’s reputation – Protect and enhance the banks reputation 


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


Closing date 2021-07-10




Absa Group

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