Fresh Jobs at Absa Bank Limited

Key Accountabilities (Duties & Responsibilities) and approximate time split.

Business Growth: Time Split 60%

• Implement business strategic initiatives and create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation, and Returns.
• Diligently monitor branch business performance and make adjustments to the execution strategies accordingly.
• Manage branch portfolio risks in line with the bank’s portfolio appetite.
• In conjunction with the regional manager and products development, conduct product review and product development through constant feedback from the market.
• Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, Bancassurance, and Lead generation team to maximize cross-selling opportunities.
• 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.
• Harness existing staff potential and create new competencies in order to achieve competitive advantage.
• Lead the branch team to achieve its customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals, and acquisitions. Support will include Achieving branch sales targets as well as participating in and leading sales activations
• Establish firm relationships with the Top 200 clients and business influencers in the local area.
• Provide regular feedback to staff (individual/corporate) on performance (Sales, NPS, etc.).
• Provide clear direction and guidance to branch staff on business objectives, translating and prioritizing them into business performance measures at the branch level.
• Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies.
• At all times, ensure the branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes opening and closing branch batches on the core banking system.
• The branch must maintain the look and feel as per Absa bank standards.
• Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
• Ensure all relevant system reports are printed, appropriately reviewed, signed off on a timely basis, and filed as per Absa Records Management policy.
• Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
• In conjunction with the Branch Operation Lead - BOL, you are responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
• Branch expenditure.
• Equipment maintenance.
• Overtime approvals.
• Stationery consumption, telephones, electricity, water, travel, etc.
• Staff costs
• Sundry losses
• Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses, and to protect Bank and customer assets.
• Ensure that the branch achieves a minimum satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure that relevant approvals for all transactions are sorted at all times as guided in the laid down policies.

Internal Controls, Governance, Processes & Procedures; Time Split 15%

• Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies through the BOL.
• At all times, through the BOL, ensure the branch is compliant with all regulatory requirements i.e. opened and closed within the approved regulatory timelines, all approved licenses are in place and up to date, etc.
• Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
• Ensure all relevant system reports are printed, appropriately reviewed, signed off on a timely basis, and filed as per Absa Records Management policy.
• Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
• Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
• Branch expenditure.
• Equipment maintenance.
• Overtime approvals.
• Stationery consumption, telephones, electricity, water, travel, etc.
• Staff costs
• Sundry losses
• Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses, and to protect Bank and customer assets.
• Ensure that the branch achieves a minimum satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Ensure that relevant approvals for all transactions are sorted at all times as guided in the laid down policies.
• Ensure all fees and commissions due to the bank are collected.
• Drive quality sales through actioning of unfunded accounts, uncollected credit cards, and delinquency.
• Ensure Data privacy policies are adhered to at the branch at all times.

Customer Experience: Time split 15%

• The branch must maintain the look and feel as per Absa bank standards.
• Ensure excellent customer experience is maintained at all times.
• Ensure set TAT is achieved at all times.
• Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure set TAT in response to customer queries by phone, email, or by letters is strictly adhered to.
• Ensure customer data is up to date.
• Ensure branch NPS scores are maintained as per the set standards.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
• Provide leadership around customer experience at the branch.
• Monitor the counter service to ensure customers are served within acceptable waiting time.

Capacity Building & People Management; Time split 10%

• 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 common goals.
• Ensure the assigned e-learning and internal training activities for self and direct reports are 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.
• Management of leave/sickness

Role/person specification

Qualification

A university degree in a relevant discipline.

Preferred Experience

• At least 5 years of Banking / Financial Services experience out of which at least 3 years in branch management with a good track record of performance.
• Prior experience in the banking industry; including experience in supervisory or managerial positions.

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Accountability: Strategic:

• Develop and implement the overall strategic plan for the medical insurance business, aligned with the company’s overall business objectives.
• Develop and execute medical department strategy that ensures the sustainable growth across the business.
• Drive the sound financial management of the Medical Insurance Business through portfolio management, process optimization, risk-based pricing, and cost discipline.
• Build strong networks and foster positive productive and mutually beneficial business partnerships and relationships both internally and externally.
• Conduct market research and analysis to identify new business opportunities, assess market trends, and identify competitive advantages.
• Develop and implement innovate product offerings, including new products, value added services and digital health solutions.
• Monitor and analyse key performance indicators (KPIs) related to the medical department, premium, income, claims experience, customer retention and profitability.
• Identify and implement cost saving measures to improve the profitability of the medical insurance business.
• Prepare regular reports on the financial performance of the medical insurance business and report in various business meetings.
• Lead the sales and marketing efforts for the medical department, including developing and implementing sales strategies, building and maintaining strong relationships with key clients and intermediaries.
• Drive new business growth through proactive sales initiatives, client relationship management, and strategic partnerships with hospitals, clinics and other health providers.

Accountability: Operations Management:

• Oversee the day-to-day operations of the medical department ensuring efficient and effective service delivery of services to clients.
• Oversee the claims processing function, ensuring timely and accurate payment of claims to healthcare providers
• Develop and maintain strong relationships with healthcare service providers, negotiating favourable rates and service agreements.

Accountability: People Management:

• Lead, mentor and develop a high performing team of medical insurance professionals, including underwriters, claims officers, Business Development and customer service teams.
• Foster a positive and collaborative work environment that encourages innovation and teamwork
• Together with the Human Capital Team, determine the people management strategy for the area with a focus on talent management, development, resourcing and retention. Communicate the strategy to managers in the area.
• Recruit, hire and onboard talented individuals to support the growth of the medical insurance business
• Continuously mentor the heads of sections within the medical department on proactive people management techniques.
• Coach the heads of sections on how to conduct meaningful Performance
• Development discussions with their direct reports and ensure that they conduct the process effectively
• Review training needs analysis conducted by heads of sections. Approve training budgets and review training expenditure to ensure that allocated funds are well utilised.
• Establish and maintain a succession plan for the key roles in the area and review and approve succession plans for the department.
• Review workforce and recruitment plans for the area and re-allocate resources where required.
• Act as highest escalation point for all grievances raised in the business unit.

Accountability: Risk Management:

• Identify and mitigate potential risks associated with the medical insurance business, including operational, financial, and reputational risks.
• Ensure compliance with all relevant regulatory requirements.
• Act as key sponsor for the area’s Risk Management Control Framework
• Review audit issues/findings, log to ensure adequate attention is given to closure within the agreed timelines.
• Review and approve Detailed Risk and Control Assessments prepared in the function.
• Oversee the development of Key Risk Scenarios.
• Drive a culture of proactive compliance in the function.
• Any other duties that fall under the responsibility of Head of Medical Insurance Business at First Assurance Company.

Education and Qualifications Required (Essential):

• Must have a Bachelor's Degree in Finance, Insurance, Actuarial, Business related or any other relevant degree from a recognized university.
• A Master Degree is an added advantage.
• Relevant professional qualification in Insurance, Actuarial, Accounting that is - ACII, CPA, ACTUARIAL
• Must be a member of a professional body in good standing.

Desired work experience:

• Minimum of 12 years of experience in the insurance industry, with at least 7 years in a senior leadership role within the medical insurance sector.
• Strong understanding of the Kenyan healthcare market, including regulations, trends, and key players.
• Proven track record of successful business development, sales and team leadership.
• Proven experience in business strategy definition and execution journey, with a high exposure to Medical Insurance.
• Good technical insurance knowledge, including underwriting matters.
• Excellent analytical, problem – solving and decision-making skills
• Overall digital awareness and IT acumen within the insurance or financial sector.
• Excellent leader, with proven ability to engage teams.
• Infallible work ethic.
• Successful people developer.

Education

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

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Key Accountabilities

Markets Sales Dealing

• Under the guidance of the Director, Market Sales actively participating in the implementation of the institutional Markets Sales Strategy in line with the Absa Market Sales Strategy and Country sales requirements.
• Acting as the primary point of contact for Institutional/NBFI Markets sector (Asset managers, Financiers, remittance companies, DFIs, Pension funds, Insurance companies, Hedge funds and Stockbrokers) while ensuring regular face-to-face engagement with the respective teams to promote teamwork.

The role also entails offering financial markets solutions to commercial banking institutions.

• Manage one’s client portfolio, to include:
• Daily contact with clients who have completed the Terms of Business (TOB)
• Regular face-to-face interaction with clients in one’s portfolio
• Regular contact with principal Relationship Manager and other internal key stakeholders
• Offering yield enhancement and risk management solutions to institutional clients
• Managing one’s allocated client portfolio and support the team in the management of the other client portfolios where needed
• Under the direction of the Director Market sales achieving a leading position in the chosen products, markets and segments by:
• Spending at least 50% of one’s time meeting with existing and identified new clients.
• Drive Money Market Sales revenue – Vanilla (Eurobonds) and Structured MM (CLDs, loan distribution, structured deposits etc).
• FX origination – both flow and structured for the related sector.
• Giving superior customer service
• Presenting the full Absa product set to clients whilst managing the product portfolio to suit client needs
• Expanding the customer base to financial institutions and investors as is appropriate
• Undertaking customer visits and joint customer visits with the NBFI coverage team.
• Actively participating in client events with Absa Capital Economics unit and Corporate, including training and seminars, and Entertaining clients as permitted under the bank and group compliance policies
• Managing one’s client portfolio to generate strong growth and sustainable returns over the business cycle with special focus on Customer Service and Financial Performance
• Ensure that Counterparty credit limits are not exceeded.
• Assisting the Director Market sales in achieving strategic and tactical objectives.

Reporting

• Providing weekly reporting on client growth, volume and profitability in one’s own portfolio
• Providing detailed Management Information to the Director, Market sales on the composition, performance and profitability of the client portfolios monthly
• Assisting the Director Market sales with any ad-hoc reporting requests

Personal Development

• Actively managing one’s own technical and soft skills development in conjunction with the Director, Market sales.
• Researching, identifying and proposing training solutions for own development to the Director, Market sales.

Financial Performance & Risk Management

• Revenue growth through building of a structured FX flow business and product diversification.

Customer Obsession

• Giving superior customer service
• Expanding the customer base as is appropriate.
• Undertaking customer visits (and joint customer visits with the coverage teams)
• Show case risk management and yield enhancement solutions to clients.
• Actively participating in client events, including trainings and seminars, and Entertaining clients as permitted under the bank and group compliance policies.
• Conversion of dormant clients to active clients

Digital Transformation

• Ensure clients are onboarded on/ and utilize Markets Sales digital platforms. 

Qualifications

• Bachelor’s degree in a business-related course
• ACI Dealing certificate