Latest Vacancies at Absa Bank Limited

Sales and Marketing jobs, Business Development jobs, Information Technology jobs, Computer Science jobs,

Premier Center Manager

Job Summary

• To drive and deliver exceptional Premier Banking performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence in the Segment. .See below summary
• To drive implementation of business and service strategies to deliver Premier growth targets.
• Provide powerful leadership in the center to ensure the delivery of the business plans by establishing a high-performance culture amongst the 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.

People Management; Time Split: 25%

• Working with the team to achieve sales & service through business development activities in partnership with CIB, Ecosystem, AAW, Branches.
• Build and develop a high performing team through embedding performance development and coaching. Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
• Discuss and finalize Performance Development Plans and ratings for all staff in the Premier center.
• Make reward decisions within guidelines set up by Policy and Reward.
• Determine and manage Training Needs Analysis and Succession plans for all staff.
• Manage staff attendance levels, based on monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc) and submit to HR for record keeping.
• Directly responsible for discipline – initiate misconduct or incapacity charges, follow Barclays discipline processes together with HR and an independent chairperson.
• Ensure that 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 staff and ensure they are recognized through the Absa Africa recognition schemes.
• Create an empowering environment for the team encouraging individual ownership and initiative.

Business Management; Time Split: 40%

• Take accountability for the overall achievement of Retail performance objectives for the segment in terms of:
  • Employee Satisfaction
  • Customer experience
  • Sales growth, income contribution and total balance sheet (assets and liabilities).
  • Costs performance
  • Risk and rigor management

• Accountable for achieving annual sales targets as agreed with the Head of Premier and monitoring of progress towards achieving targets is done on a weekly basis.
• The Lead-Client Relationship is responsible for maintaining a healthy balance sheet in the center i.e. Impairment management and ensuring assets on the books of the center are performing to expected standards,
• Full ownership of ensuring Customer Call Reports are implemented, BOC CDD is completed by Relationship Managers as required.
• Drive CLM objectives covering the key broad areas of Acquisition, Activation, Value Management, Retention and Reactivation.
• Monitor key value drivers for the business – Involved, Engaged, Activation, Revolve, Attrition, Profitability,
• Cost center owner and can sign off on invoices and all payments, within overall annual cost budget as agreed with Head of Premier.
• The role holder is responsible for strict cost management in their center including reviewing all service provider quotations before work can proceed.
• Lead-Client Relationship is expected to oversee on a monthly basis, of all the direct and indirect costs generated by the Centre, including:
  •  Summaries of total overtime
  •  Equipment maintenance
  • Stationary consumption/telephones etc.
  • Sundry losses
  • Staff costs
  • Premises and utilities

• Provide clear direction to staff on the Absa Retail business objectives, translating and prioritizing into business performance measures at center level.
• Understand and provide clear direction to the team based on market analysis of local area consumer trends and competitor offerings.
• Based on analysis, request that product within ranges, or new product ranges from the current set available in Absa Retail, be added to the portfolio of products the Center offers. Implement new product sets with assistance from specialist product managers.
• Ensure that merchandising materials are displayed in accordance with guidelines. •
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client events.
• Monitor daily staff performance to ensure sales and portfolio growth targets are achieved in the right way in line with our values.
• Ensure that all staffs in cash management and Account opening are trained prior to taking up their roles.

Rigour Compliance Time Split: 5%

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure compliance with operations risk and rigor requirements e.g. Health & Safety standards, security of premises, KYC and anti-money laundering measures.
• Ensure that all staff in the Center adheres to all Barclays Information Security policies and procedures through regular communication to staff and spot checks.
• Conduct regular quality checks on all processes, focusing on transactions with high financial levels and operational risks of the process, including Crisis Management, systems, reviewing control reports, etc.
• Ensure that all Absa Africa procedures are followed through regular communication to staff and spot checks.

Customer Service; Time Split: 30%

• Where customers request to deal directly with Lead-Client Relationship, the Lead-Client Relationship takes ownership of the query/complaint resolution process.
• Review monthly query and complaint trend analysis and provide input to their action plans to prevent recurring issues.
• Ensure all customer contact points in the center, including equipment (PC’s, printers, notes counters etc.) are of the highest service standard.
• Through effective Center management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, AIR, ATM’s etc. Although this actual function is performed by the M &G, the Lead-Client Relationship remains accountable for ensuring that it happens effectively.
• Manage remote and manual authorizations, by assigning responsibility for authorizers, and personally authorizing such transactions, to ensure efficient counter service.
• Interact regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers. .
• Interview all customers who want to close their accounts because of poor service or high tariffs to determine the root cause and attempt to retain
• Proactively drive implementation of service initiatives in the center

Role/person specification

Qualification

Bachelor’s degree from a recognized university

Technical skills / Competencies

• People Management
• Coaching and training skills
• Strong communication and Presentation
• Business Management/Financial Management
• Performance Management
• Resource Management
• Cultural and Change Management
• Planning
• PC Skills
• Decision-making skills

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies) Essential

• In-depth knowledge of the full Absa Retail product set, Local Business services, and Corporate Business services including Treasury.
  • In-depth understanding of the full range of Premier product set, small business services
  • An understanding of technical support systems e.g. FCR, BOC, IBOC, Core Pricing & Billing.
  • Good understanding of AARAF Risk Policy and Group governance requirements.
  • Detailed understanding of Premier Strategy, operating structure and interface with other functions.
  • Business Management experience of a distributed channel; circa 3-5 years.
  • Experience of managing large teams.
  • An understanding of the Personal High Value Clients’ needs in the Kenyan market.
  • Basic understanding of investment banking techniques and products
• Understanding of Absa Retail strategy, operating structure and interface with other functions
• Detailed working knowledge of Risk and Credit policies and procedures
• Good understanding of group structure and interfaces with other functions
• Detailed understanding of people policies and procedures
• Up to date knowledge of competitor and market activity in local area

Service Desk Analyst

Job Summary

The Service Desk Analyst plays a critical role in providing first-line support and resolution to IT-related incidents and service requests from colleagues. They are responsible for ensuring timely and efficient troubleshooting, incident management, and customer service delivery.

The Service Desk Analyst serves as the single point of contact for technical assistance, monitoring systems, helping users to resolve IT incidents and events while maintaining high levels of customer satisfaction at the Service Operations Centre as per ITIL guiding principles

Job Description

Key Accountabilities

Incident Management – 30%

• Ensure all incidents are logged on the ITSM tool – ServiceNow. Prioritize and categorize incidents based on urgency, following established procedures & service level agreements and correctly assigned to appropriate support group for resolution.
• Perform initial analysis and troubleshooting, attempting to resolve service interruptions at the first point of contact.
• Management, ownership, and handling of incidents throughout their lifecycle and ensuring regular feedback is shared to users as per the ITIL guidelines.
• Escalating complex or unresolved incident to appropriate technical teams with comprehensive details and supporting documentation.

Service/ Request Fulfilment – 10%

• Take end to end ownership of major/minor incidents and ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.

Call management – 20%

• Single Point of Contact (SPOC) for all IT related interactions with internal and external users
• Monitor service desk phone lines and emails to ensure all incidents are responded to and resolved.
• Providing IT Service management information and associated reports.
• Develop service trends and ensure that effective service improvement measures are in place.

Service Monitoring – 30%

• Provide oversight monitoring at the Service Operations Centre for the Bank’s systems and escalate all Service event breaches and follow up for restoration.

Risk Management – 5%

• Build a relationship with country Technology Risk and Compliance team and provide support whenever required.
• Devise and implement an effective plan to deliver a satisfactory risk audit report and compliance requirements.

People Management – 5%

• Responsible for driving own performance training & development, collating relevant documentation, preparing, and arranging regular reviews.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL V4 Foundation. ITIL Service Practioner would be an added advantage
• Strong knowledge of desktop operating systems (Windows, macOS), productivity software (Microsoft Office), and common business applications. Certifications in CompTIA A+, Microsoft Certified Professional, Linux are an added advantage

Experience

• 2 years of experience as a Service Desk Analyst or in a similar technical support role, preferably within the banking or financial services industry.

Knowledge & Skills

• Familiarity with IT service management ITIL principles by providing 1st Level support to logged incidents and within agreed SLA to meet varying needs of the Business.
• Strong customer service orientation and interpersonal skills, with the ability to communicate effectively with users at all levels of technical proficiency.
• Excellent troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues.

Method of Application

Use the link(s) below to apply on company website.

• Premier Center Manager
• Service Desk Analyst