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Branch Manager – (Nairobi Region)
Job Summary
- To drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development, and achievement of operational rigor excellence in branches with up to 50 staff members or branches with single customer categories.
- To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.
- Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high-performance culture amongst the branch team.
- Achieve operational rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines
Job Description
Main accountabilities and approximate time split
Driving Business Performance: Time split 40%
- Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
- Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including:
- Balance sheet growth,
- Sales growth and income contribution,
- Cost performance,
- credit management,
- Employee satisfaction,
- Customer experience,
- Operational risk and control rigor management
- Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at the branch level.
- Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
- Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved
- Understand the local business drivers and issues that have an impact on branch performance.
- Identify business improvement opportunities and make appropriate recommendations to the Regional Manager regarding service initiatives, improvement for existing products and processes, opening or closure of branches
People Management and Development: Time split 30%
- Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Regional Manager.
- Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
- Build and develop a high-performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
- Maximize performance of the branch team members by identifying and developing their training needs, and ensure coaching or delivery of training takes place.
- Drive employee development and engagement within the branch teams that results in a high-performance climate and culture
- Conduct effective performance management for direct reports
- Monitor and ensure that all Branch Key Performance Indicators are achieved
- Share knowledge experience and best practices with branch team members.
- Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensuring they do the same for all their staff.
- Effective resource management/planning that reflects current and future business requirements, ensuring the correct balance of numbers, skills, and experience, by playing an active role in the recruitment and exits of direct reports.
- Initiate HR processes for direct reports when required e.g., disciplinary process, leave management, learning, and development, talent identification, etc. in consultation with HR
- Acts as an escalation point for grievance cases within the branch
- Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development
Compliance Management: Time split 15%
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.
- Ensure the branch operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
- Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
- Report all incidents within the branch in line with the bank’s incident reporting procedures
- Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
- Sign off all dormant accounts and seek Regional Manager approval as necessary.
- Hold cost center for network-related non-branch expenses such as disturbance allowances, transportation costs, etc. responsible for managing costs within budgets for these items.
Customer Service Management: Time split 15%
- Understand and articulate aggregated feedback at the branch level to shape the customer proposition and product offering.
- Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
- Build a motivated, committed, and focused Branch team, consistently delivering creative, precise, and customer-focused service
- Ensure branch service excellence through continuous monitoring of service scores and discuss and agree on resolution plans with Regional Manager.
- Ensure all customer contact points in the branch, including equipment (PCs, printers, note counters, ATMs, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.
Education
- National Certificate: Accounting (Required)
Branch Manager – (Coast Region)
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Job Summary
- To drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development, and achievement of operational rigor excellence in branches with up to 50 staff members or branches with single customer categories.
- To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.
- Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high-performance culture amongst the branch team.
- Achieve operational rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines
Job Description
Main accountabilities and approximate time split
Driving Business Performance: Time split 40%
- Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
- Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including:
- Balance sheet growth,
- Sales growth and income contribution,
- Cost performance,
- credit management,
- Employee satisfaction,
- Customer experience,
- Operational risk and control rigor management
- Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at the branch level.
- Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
- Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved
- Understand the local business drivers and issues that have an impact on branch performance.
- Identify business improvement opportunities and make appropriate recommendations to the Regional Manager regarding service initiatives, improvement for existing products and processes, opening or closure of branches
People Management and Development: Time split 30%
- Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Regional Manager.
- Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
- Build and develop a high-performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
- Maximize performance of the branch team members by identifying and developing their training needs, and ensure coaching or delivery of training takes place.
- Drive employee development and engagement within the branch teams that results in a high-performance climate and culture
- Conduct effective performance management for direct reports
- Monitor and ensure that all Branch Key Performance Indicators are achieved
- Share knowledge experience and best practices with branch team members.
- Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensuring they do the same for all their staff.
- Effective resource management/planning that reflects current and future business requirements, ensuring the correct balance of numbers, skills, and experience, by playing an active role in the recruitment and exits of direct reports.
- Initiate HR processes for direct reports when required e.g., disciplinary process, leave management, learning, and development, talent identification, etc. in consultation with HR
- Acts as an escalation point for grievance cases within the branch
- Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development
Compliance Management: Time split 15%
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.
- Ensure the branch operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
- Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
- Report all incidents within the branch in line with the bank’s incident reporting procedures
- Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
- Sign off all dormant accounts and seek Regional Manager approval as necessary.
- Hold cost center for network-related non-branch expenses such as disturbance allowances, transportation costs, etc. responsible for managing costs within budgets for these items.
Customer Service Management: Time split 15%
- Understand and articulate aggregated feedback at the branch level to shape the customer proposition and product offering.
- Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
- Build a motivated, committed, and focused Branch team, consistently delivering creative, precise, and customer-focused service
- Ensure branch service excellence through continuous monitoring of service scores and discuss and agree on resolution plans with Regional Manager.
- Ensure all customer contact points in the branch, including equipment (PCs, printers, note counters, ATMs, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Network Specialist
Job Purpose:
The jobholder will ensure effective design, provision and management of the end-to-end delivery of all infrastructure services i.e. Network (intranet, Extranet, Internet, Internet facing environments,3rd party connectivity via VPN’s, Internet breakouts), Load Balancers, Firewalls Data Centre Mobility, Voice Services, Wireless
Key Accountabilities:
Networks, Infrastructure and Data Centre Management 60%
- Responsible for ensuring 99.5% uptime of all the platforms being supported
- Ensure Absa Group IT standards and procedures are in place and adhered to.
- Support and manage the network infrastructure
- Management of all aspects of problem definition through to resolution, supplier liaison, development of escalation procedures and monitoring adherence to them.
- To carry out system administration, performance tuning and capacity planning, to continually assess the installation to ensure it is appropriate for current and planned developments making recommendations for change.
- Evaluate equipment requirements and proposals for supply, implementation, and development of new or existing services and systems.
- Keep updated with the latest trends in IT and IS development.
- Provide complete & expert support to IT Service and Support analysts, into resolution of complex problems, installation, operation and management of servers and clients.
- Act as an escalation point for the business in the absence of the Manager.
- Install, test and audit hardware and software systems and configure the computers to ensure effective and secure systems.
- Design and Develop new network solutions for new initiatives
- Develop plans to ensure effective scheduling of IT Change ensuring the completion of Technology projects within expected time and cost frames.
- Ensure that projects are executed according to projects scope and that project deliverables are met by liaising effectively with Project Managers and the business.
- Ensure SLA’s are followed and met, through the monitoring and reporting of targets, and the undertaking of corrective action where necessary.
- Ensure all current IT systems are operating effectively.
- Ensure that documentation of server configurations, local area networks and any changes to the configuration/network design is carried out.
- Ensure the highest level of system availability and performance is achieved through measurement and proactive initiatives.
- Regular monitoring of all outstanding faults and liaison with the services providers regarding the faults and provide reports on a regular basis on network and bandwidth utilisation.
- Effectively manage and control the Data Centres
Risk Management 15%
- Build relationship with country Technology Risk and Compliance team and provide support wherever required.
- Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
- Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team members to see if control requirements are being adhered to. Coach the team members on areas for improvement and highlight major failures to the manager of the area
- Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews
- Identify losses due to processing errors or internal fraud in the department. Escalate to the manager and provide all the required information to allow logging of the Risk and Loss events. Participate in the investigations
- Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have.
- Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
- Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets.
Controls 15%
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.
People Management – 10%
- Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
- By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader.
- Responsible for ensuring own plan is completed within agreed timescales.
- Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate
Education and experience required
- Undergraduate or higher in Computer Science, information Technology or any other Technology related field.
- IT network planning and operations experience.
- 8 years minimum IT experience
- Experience in digital financial services from either Telco or Financial Institution companies.
- Experience in solutions development lifecycle management using waterfall, agile & hybrid methodologies.
Subject Matter Expert Qualifications
- ITIL Certification.
- Any cloud certification (AWS/Azure/Google).
- Network certification – CCNP or equivalent.
- Firewalls, switching and routing certifications.
- Excellent understanding of Infrastructure.
- Minimum of 4 years’ service management experience
Knowledge and skills: (Maximum of 6)
- Professional networking skills (Solid)
- Cloud expertise (Solid)
- ITIL – Governance Framework (Solid)
- Software Defined WAN SDWAN skills (Solid)
- Understand the IT service delivery within a corporate environment (Advanced)
- Negotiation Skills (Solid)
- Communication Skills (Written and Verbal) (Solid)
- Conceptual thinking, ability to analyse, make decision and initiate action (Solid)