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Key accountabilities

Business Management (30%)

• Implement business strategic initiatives, 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
• Accountable for achieving annual branch sales and financial targets as cascaded from the Regional Manager. Monitoring of progress towards achieving targets is done on a regular basis, at least weekly.
• 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.
• Conduct market intelligence to identify new market opportunities, customer trends, existing geographical strength, emerging government directives and changes in policy by regulators.
• Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
• Establish firm relationships with Top 200 clients and business influencers in the local area.
• Even though the branch manager may not be the cost centre owner directly, the incumbent is responsible for strict cost management at 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, monthly, of the following cost elements – Overtime approvals, Equipment maintenance, Stationary consumption/telephones etc, Sundry losses, Staff costs
• Active involvement and accountability for making purchase/ refund business decisions within set limits e.g., Sundry loss, Potential Loss Accounts (PLA), customer refunds.
• Call customers when their accounts have been opened, generate welcome pack letters and send to customers.

Customer Experience (20%)

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Prestige Branch Manager.
• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
• Direct customers to the appropriate delivery channel to meet their needs e.g., cashiers, drop boxes, ATM etc.
• Advise customers as soon as cheque books, cards and other account items are ready for collection. Follow up with customers that have not collected the items within a reasonable time.
• Advise customers as soon as new loans are approved and encourage drawdowns on the new loans.
• When the branch is busy walk the queues- resolve quick inquires and direct customers to the correct counters.
• Restocks merchandising materials (pamphlets, forms) in the Prestige Branch and advise the Branch Manager if supplies are running low.
• Call customers when their accounts have been opened, generate welcome pack letters and send to customers.

People Management (20%)

• Build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork, regular duty rotations and effective succession opportunities to ensure maximum productivity.
• Help in resource planning, setting performance objectives and measures of success for direct reports and providing regular feedback on performance.
• Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of branch staff.
• Effectively manage, mobilize, and coordinate branch resources (Staff, equipment, safe environment etc.) to achieve the common goals.
• Review patterns of staff attendance, based on monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc) compiled by Branch Managers.
• Ensure the assigned e-learning and internal training activities for self and direct reports is undertaken within set timelines.
• Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff.
• Manage performance/disciplinary issues/grievances for branch staff.
• Motivate staff and ensure they are recognized through the recognition schemes.
• Create an empowering environment for branch staff, encouraging individual ownership and initiative.
• Ensure development & job rotation of staff. Provide sufficient cross training to staff members thereby creating back-ups for different jobs.
• Directly responsible for discipline – initiate misconduct or incapacity charges, follow discipline processes together with HR and an independent chairperson. Build the case files where required.

Branch Support (5%)

• Together with the BOM, open and close Cashier tills at the beginning and end of each day.
• Authorize cashier transactions above their teller limits when called upon.
• Act as cash custodian for the Branch. This involves checking cashier cash levels throughout the day, restocking cashiers or repatriating excess funds, and reordering cash from the external provider based on daily limits as set out.
• Perform any other duties as assigned.
• Operational Rigor and Compliance with KYC Requirements (20%)
• Ensure accuracy of each new account application, loan document, Credit card application and bank account mandate change. Personal and Enterprise Bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Regional Manager.
• Comply with all general Absa operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
• On occasion, assist the Branch Operations Manager to open and close cashier tills at the beginning and end of each day.
• Routinely allocate branch snap checks to branch staff and ensure they are effectively completed.
• “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Citizenship (5%)

• Be involved in local community events and networking opportunities (e.g., clubs, meetings, business associations)
• Developing the external market and community profile needed to maximize the local marketing opportunity.
• Identify community initiatives to become involved in and support as part of citizenship initiatives (such as any Local community initiative, Financial Literacy)
• Link community initiatives to both business opportunities and colleague events
• Promote community agenda within the branch to build pride within colleagues and customers.
• Any other duties that maybe assigned to you from time to time by the Bank.