The SME / Universal Banker is responsible for delivering excellent customer experience, driving exceptional branch business growth, and achieving profitability. The role entails observing compliance and control requirements while maintaining high levels of banking standards.
Key Responsibilities
Business Growth (60%)
Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
Maintain a clear understanding of all Retail and Business Banking products that satisfy customer needs.
Manage portfolio risks in line with the bank's portfolio appetite.
Collaborate in the development and implementation of sales initiatives with other business functions (e.g., Direct sales team, Asset Finance, CIB, and Bancassurance) to maximize cross-selling and customer profiling opportunities.
In conjunction with the Branch Manager, Industry heads, and product teams, conduct product reviews and development through constant market feedback.
Continuously conduct market intelligence to identify new markets, customer trends, government directives, and regulatory policy changes.
Contribute to the development and execution of the branch sales strategy.
Plan and coordinate marketing approaches for new business while actively developing existing relationships.
Actively seek to grow own portfolio and cross-sell to deliver set targets.
Appraise and promptly address customer issues or complaints, escalating as necessary to ensure timely resolution.
Ensure quality sales and new-to-bank accounts within your portfolio are promptly funded upon customer onboarding.
Continuously monitor performance against agreed daily targets for new and existing clients, initiating action plans for shortfalls.
Operationalize sales campaigns as required with the Branch Manager and the business.
Drive business targets through strict turnaround time (TAT) observance and high service delivery standards.
Ensure account re-streaming is carried out in line with bank policy.
Collaborate with the Branch Manager to align branch execution plans with the overall strategy: Growth, Transformation, and Returns.
Internal Controls & Risk Management (10%)
Ensure Absa Bank policies and procedures are adhered to at all times.
Ensure strict adherence to KYC and AML processes regarding new and existing business with proper documentation in place.
Comply with Operational Risk requirements to prevent losses from operational lapses.
Manage operational costs within your area.
Carry out branch snap checks as assigned by the Assistant Branch Manager.
Ensure new business is properly booked and all income due (charges, commissions, fees) is collected per current tariff.
Capture accurate customer information in the core banking system.
Customer Experience (20%)
Maintain excellent customer experience standards at all times.
Achieve set TAT in account onboarding and loan processing.
Appraise and act promptly on customer queries and complaints received via phone, email, or letter.
Keep customer data up to date.
Maintain branch Net Promoter Score (NPS) as per set standards.
Coordinate branch initiatives to gather customer feedback and advise leadership on service improvements.
Monitor waiting times and implement work plans for peak and off-peak periods.
Capacity Building & People Management (10%)
Foster a conducive work environment, teamwork, and effective succession opportunities in collaboration with branch colleagues.
Complete assigned e-learning and internal training activities within set timelines.
Manage own Training Needs Analysis and succession planning.
Plan and manage leave in coordination with the Line Manager.
Qualifications & Requirements
Education: Business-related bachelor's degree.
Experience: Familiarity with various banking products and services (checking accounts, savings accounts, loans, credit cards); proven track record of achieving sales targets.
Skills: High attention to detail, strong sense of urgency, flexibility, ability to work under pressure, excellent interpersonal skills, and internal customer service orientation.
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