Job Opportunities at Absa Group Limited (Absa)

Job Summary

• Contribute to tactical planning from an operational perspective. Implement and deliver approved operational plans. Accountable for management in terms of: people, process, applied technology, budget.

Job Description

• Business Planning, Business Performance Monitoring & Revenue Generation: Business Planning, Business Performance Monitoring & Revenue Generation
• Leading the commercial, sales and service agenda for the branch: Leading the commercial, sales and service agenda for the branch (as part of a broader area); &
• Owning and delivering on all performance targets for the allocated branch (end to end accountability across scorecard elements)
• Customer Experience and Service: : Proactively manage and build relationships to enhance the Absa Brand in the area as well as
• Managing cost & efficiencies: : Apply effective & balanced cost management practices that ensures sales & service standards are within benchmark & aligned to best practice 

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

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Job Summary

• To process bank teller transactions accurately and timeously through the execution of predefined objectives, ensuring that customers are assisted promptly and in a friendly manner.. Selecting this role has a compensation & benefit impact in Kenya, TZ (NBC), Mozambique. Please contact Reward for details.

Job Description

• Execute cash & related transactions: Throughout each day, balance, control and manage the cash float by checking the amount of cash at the teller station and requesting the restocking or repatriation of cash when prescribed cash limits are reached
• Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk in customers
• Process and encash cheques presented by customers for deposit or pay-out after checking identification, account details and other prescribed controls.
• Be vigilant for fraudulent or suspicious activities and report all concerns to the team leader or branch manager before processing the transaction or dispensing the cash
• Adherence to policies especially when handling with cheques, notes, ID’s, etc, under the 2 ID Buddy to prevent fraud.
• Refer any transactions in excess of teller mandate limits to a mandated official and / or line manager for authorisation
• Capture all transactions on the Bank system and ensure that all transactions are properly authorised before finalising the processing
• Carefully count all cash received or dispensed to ensure that errors are avoided by making use of the applicable cash counting equipment in your branch
• Reconcile own cash at the beginning and end of each day as well as when cash is restocked during the day.
• Prepare reconciliation reports for audit and management review purposes
• Ensure that journals are processed to recover charges for manual transactions processed for customers Ensure adherence to the SARB minimum requirements
• Customer Service: Provide advice to customers on the cash and other transactions processes to ensure the smooth flow of transactions
• Exhaust all attempts to resolve customer enquiries before escalating to other departments or the line manager
• Provide Regular feedback to customers on the progress of their enquiries
• Explain the Bank’s procedures, security requirements (such as ID requirements when transacting) as well as service offerings available to customers
• Report customer complaints on the Bank’s Customer Care process (CCP) to facilitate feedback to improve service to customers
• Guide customers on how to correctly complete transaction documentation such as deposits, withdrawals, cheque requisition slips to ensure accuracy and completeness of these documents
• Ensure accuracy and efficiency when engaging with the customer.
• Ensure friendly, focussed customer interaction at all times
• Portray a professional image and ensure that personal appearance conforms to Absa Corporate Image standards
• Ensure adherence to the Corporate Wear policy Maintain a neat and tidy workstation at all times
• Pro-actively arrange your workspace to ensure sufficient stationary is in place prior to the branch opening.
• Regularly read the pricing documents relating to Teller transactions to assist clients with better solutions for their transactions and also benefit at the end of the day
• Adhere to the policy and procedure on the issuing of pins and statements in order to solution the customer at point of contact.
• Ensure migration of clients with CW transactions less than R4000 and CD of less than R8000 to Digital & Self-help channels and provide the necessary assistance.
• Maintain speed and agility at all times when assisting clients in order to minimise shortages and surpluses.
• Market products by giving out booklets or pamphlets to customers drawing large amounts of money and educate them of alternative ways on transacting.
• Educate customers on the use of the Internet Kiosk.
• Identifying sales leads: Identify and action sales leads (teller prompts) and cross selling opportunities
• Explain the campaign details, during sales campaigns in brief and direct to clients to Sales Consultants for further information
• Effectively use of sales tools (e.g. teller prompts) in order to ensure the provision of leads to contribute to Branch Sales
• Take responsibility of own sales targets and assist daily by providing client solutioning according to their product needs
• Capture all other leads on SMD once agreed by client
• Follow up all leads with Sales Consultants on SMD to make sure clients are contacted
•  Compliance and Risk Management: Open & close the branch safe according to the Bank’s procedures, including physically securing the safe according to required procedures
• Conduct cash counts and visual checks as assigned by the line manager from time to time
• Ensure that all transaction records are kept and / or mailed in accordance with Bank procedures
• Keep transactions records available for control purposes
• Before processing transactions, verify that all information is accurate and complete in accordance with the Bank’s procedure.
• Refer any concerns to the line manager for follow up and decision making on whether to proceed
• Follow cash management procedures and limits as prescribed Familiarise with content of all communication, i.e. circulars, bulletins, risk day agenda’s and alerts, etc.
• Adhere to prescribed control measures to prevent fraud, losses and shortages
• Report suspicious transactions as per Money Laundering control frameworks
• Complete and maintain applicable registers (Teller and Key registers)
• Adhere to safety and security procedures and follow prescribed instructions in event of robbery Cubicles, teller drawers and workstations to be kept locked when leaving workstation
• Follow off-line procedures and comply with all regulatory and compliance requirements Manage security items i.e. Cash, Teller stamps, Safe keys, combinations and FBSS cards in line with policies and procedures
• Up skill your knowledge regularly with policies and procedures regarding your daily teller duties, cheques, Fraud, Foreign Exchange, this will help you also to prevent fraud Ensure up-skilling on fault reporting and testing processes & procedures of Equipment used at teller environment i.e. note & coin counters, TCR Machines, etc.
• Adhere to end of day procedures (ABSA 3368)
• Adhere to Branch Paper mandate when processing and / or authorising transactions, ensure processing within correct limits & mandates 

Education

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

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Job Summary

• To provide strategies that develop competitive service experiences for customers that are omnichannel and multiproduct agnostic. Furthermore, to align business initiatives with Everyday Banking customer experience framework to realize market leading customer matrices

Job Description

Accountability: Delivery of Customer Experience tactical plan

• Accountable for interpreting, translating, optimising and reviewing practices and processes to fully enable the SE Customer Interaction Centre and Digital Self Service platform
• Take responsibility for the development of the strategy for Customer Experience across respective segments with the aim of improving the service experience across products and channels
• Accountable for the design, integration and execution of end-to-end customer experience enablement processes across products and the supporting infrastructure to drive existing customer primacy, achieving the desired customer experience

Provide support to further augment the Everyday Banking customer experience enablement strategy:

• . Initiate and implement the customer life-cycle concept and roadmap to enable the business to deliver a “best in class” customer experience to our chosen markets
• . Be a visible advocate of the customer experience drive for the business by role modelling behaviours and thought leadership relevant to the customer experience.

Accountability: Optimisation of Customer Experience Enablement capabilities

• Drive the design and implementation of customer experience standards for the business’s touchpoints, and ensure the application of these standards by providing the required leadership and support for monitoring and implementation of customer experience initiatives
• Build capability to support customer interaction analyses, derive insights, implement solutions, track solution implementation success and drive improvement to achieve service targets and SX.
• Ensure embedment of infrastructure that tracks and supports superior customer satisfaction levels, optimal customer acquisition and cross-selling to meet customer requirements and sales and service enablement targets
• Build capability to report on customer experience trends

Accountability: Performance management

• Analyse and interpret data to produce detailed reports explaining trends, discrepancies and inconsistencies.
• Support the design and build of the Contact Centre Management Information capability
• Support the design of measures that will track daily, weekly and monthly progress/performance against strategy and tactical plans
• Ensure timeous reporting on the Contact Centre’s performance
• Responsible for translating Management Information data and reports and tabling insights gained through studying such integrated business (function) reports to measure success and to realign tactical strategy, practice and specifically process implementation objectives appropriately
• Collaborates with team to design solutions with the goal of enhancing customer service and building relationships with the customer to enable the organisations customer value proposition.
• Manages customer services targets to build customer loyalty
• Works according to targets to increase the quality of the customers’ experience and commits to the service targets

Accountability: Risk and compliance

Responsible for:

• The effective implementation of and adherence to the risk and control framework associated with sales and sales enablement
• Driving the remediation of risk daily where control design or operational execution failed resulting in losses/breaches
• Ensuring that all compliance, regulatory, governance or other risk standards are adhered to by all service providers and other stakeholders

Accountability: Finance

• Develop, implement and monitor a cycle of medium term cost improvements.
• Compile a budget that aligns to delivery plans, monitor and report on variances.
• Manage high risk and problematic financial issues and contribute to the development of policy.

Accountability: People and culture management

• Apply a collaborative leadership style, create an engaging, enabling and productive work climate and enable self-organised and customer focused multi-disciplinary colleagues to deliver on an outcomes-based performance basis.
• Implement people strategies that drive the optimum utilisation of human capability and capacity, clarifying requirements and expected outcomes
• Achieve high performance through embedding formal development plans and informal coaching
• Implement a robust knowledge management and agile learning system to support real-time learning and the constant communication of new ideas/learning amongst all colleagues.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)