Empowering Africa’s tomorrow, together…one story at a time.
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.
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Job Summary
To provide functional support for all sales including but not limited to Personal Banking, SME, Bancassurance, Agent banking, Digital Banking and customer service activities in the Region while driving the achievement of sales targets and influencing customer focused behaviour.
Job Description
Business Management (50%)
- Drive and manage the delivery of a multi-channel sales and service strategy across the region to attract, grow and retain quality personal and SME business
- Optimize revenue streams and focus market management efforts to grow revenue
- Keep abreast of local market dynamics; identify changes, risks and opportunities
- Identify business opportunities and develop tactics to leverage them
- Measure, track and manage sales targets and budgets for the region
- Leverage sales leads in collaboration with various partners within the business
- Together with the RBB Manager Public Sector and Branch Managers, foster and build relationships with government and public sector
- Accompany the Branch Manager and sales team when calling on potentially lucrative new clients as well as top revenue generators
People Management (20%)
- Working with the branch managers and branch staff to achieve sales & service through in-branch business development activities and providing feedback to the branch managers on their sales performance.
- Work with Branch Managers to determine and manage Training Needs Analysis and Succession plans for own regions sales staff.
- Involved in the interview process for branch sales together with the branch manager.
- Work with Branch Managers to determine optimal number of sales staffs to deliver required branch sales target but also leverage existing branch catchment area sales opportunities.
- Plan and work with Branch Managers of own region to achieve required leave management for sales staff without impacting overall branch sales performance.
- Ensure that branch staff 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 Sales staff and ensure they are recognized through the recognition schemes.
- Embed consistency in sales disciplines across the region to deliver required sales productivity per staff.
Customer Service (20%) • Review monthly query and complaint trend analysis compiled by branch managers, as well as data provided by the Customer Contact Centre. Review branch action plans and provide advice on how to improve the service delivery.
- Drive service excellence in the region by planning, continuous monitoring, enforcement of all SLAs, service standards and service initiatives with the Bank
- Forecast and plan service demand by taking into account resources, market demands, structure, cost, operational risk and system capabilities for the region.
- Assume ultimate accountability for the management and resolution of customer queries and complaints.
- Drive correct segmentation of the customer base according to the local market.
- Ensure that all service initiatives, linked to the 5-point plan, are rolled out in the area, including ongoing customer service toolkit training.
- Propose and participate in sales process improvements to deliver exceptional customer experience.
Rigour/Compliance (10%)
- Drive the quality of loan applications and increased knowledge of lending for both personal and business loans.
- Deliver expected new account sales with the required KYC adoption percentages.
- Work with Branch Managers to resolve outstanding sales related audit findings within agreed timelines.
- Any other duties that maybe assigned to you from time to time by the Bank.
Education
Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)
What We Do
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond. We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
