Banking and finance jobs at Absa Bank Limited, NCBA Group among other companies

Deadline of this Job: 28 July 2022  

Job Summary
To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.

Job Description

Key Accountabilities (Duties & Responsibilities)
Business Growth - Time split 60%
• Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
• Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks portfolio appetite.
• Collaborate in the development and implementation of sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, Banc assurance to maximize on cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, products, conduct product review and development through constant feedback from the market.
• Continuously conduct market intelligence to identify new markets, customer trends, new government / directives and changes in policy by regulators.
• Contribute in the development of branch sales strategy.
• Plan and co-ordinate any marketing approaches for new business and actively develop existing relationships.
• Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets.
• Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
• Ensure quality sales and new to bank accounts within your portfolio are promptly funded at customer onboarding.
• Continuously monitor own performance against targets agreed on a daily basis for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
• Operationalize campaigns as required with the Branch Manager and the business.
• Ensure excellent customer experience at all times
• Drive business targets through strict TAT observance and high level service delivery standards.
• Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.
• Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.
• Accounts re-streaming should be carried out in line with the Banks policy.
• Together with BM, 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.
Customer Experience -Time split 20%
• Ensure excellent customer experience is maintained at all times.
• Ensure set TAT in account onboarding and loan processing is achieved at all times.
• Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
• Ensure customer data is up to date at all times
• Ensure branch NPS score are maintained as per the set standards
• In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements
• Monitor service to ensure customers are served within acceptable waiting time having a work plan for both peak and off peak periods.
Internal Controls & Risk Management -Time split 10%
• Ensure that the Absa bank¡¦s policies and procedures are adhered to at all times when handling different products.
• Ensure adherence to all KYC & AML Processes with regards to new and existing business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage costs within your area of operation.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff. Accurate customer information is captured in the core banking system.
Capacity Building & People Management - Time split 10%

• In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, team work and effective succession opportunities to ensure maximum productivity.
• Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning.
• Manage your own leave by working closely with your Line Manager


Key Accountabilities (Duties and Responsibilities)
Financial 50%
• Establishing, managing and retaining existing relationships and generating new business in the pensions, wealth management and collective investment schemes.
• This will lead to increase in assets under management, management fees.
• Ensure timely collection of management fees for assigned mandates and adherence to pricing policy.

Internal Business Processes 10%
• Day to day formulation of client’s investment policy statements, assessment client risk appetite, return and portfolio constraint characteristics, modelling portfolios,
• Consistency in adherence to and application of established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment. Minimization of exposures to and impact of risks associated with client portfolio in line with the NCBA asset management policies, CMA regulatory requirements, KYC and AML policies.
• The role will also follow through with the back office and front office teams to ensure accuracy of client records, adherence to KYC requirements, completion of portfolio execution and allocation decisions, issuance of client report etc. as may be applicable
• Guiding the Investment Dealers in execution of investment decisions.
• Guiding the investment/ research analysts in providing investment reviews, analysis and modelling to ensure

Customer 30%
• The role entails Account Relationship Management to ensure the customer relations are maintained well to reduce complaints and also retain existing customers by
• management of customer expectations.
• Working with Business development managers to listen and articulate client/market needs and industry trends and preparing/proposing of the development of new product to be offered to individual clients, target client groups and collective investment vehicles.
• Developing strategies for maintaining and further penetrating existing client base, growing the portfolio assets and execute the strategy through calls, visits, needs assessment, and follow-up meetings to maintain, enhance and expand customer relationships.
• Support the business development team in preparing investment proposals, meeting clients and closure of new business to ensure growth in assets under management and management fees.

Job Specifications
• University degree in an analytical or business related course
• A Master’s degree in relevant field will be an added advantage.
• A minimum of 7 years working experience in Asset Management, Corporate Finance, Stock Brokerage or related Field with a bias to investment management.
• CISI and ICIFA membership a requirement
• Working knowledge of an investment management system is an added advantage
The purpose of this role will be to support investing retail clients in the whole journey of interacting with investment solutions offered by NCBA Investment Bank. The role shall be the first point of contact for retail clients who enquiries into the NCBA wealth management products offering and/or wish to open investment accounts.

Key roles entail;
• Providing customer services to optimize customer satisfaction, guiding clients in exploring and making investment decisions and throughout the investment account opening process and support after the accounts are set up.
• Ensure NCBA-IB risk management policies and procedures are adhered throughout the customer engagement journey.
• Provides training to and coordinates activities of relevant customer-contact staff at branches and other stakeholders who form part of the business development network to
• drive growth.

Key Accountabilities (Duties and Responsibilities)
Financial 30%
• Providing investment advise to clients seeking to invest in NCBA Collective Investment Schemes and other products.
• Cross selling other wealth management products to collective schemes investors, in close coordination with business development managers and Investment

Managers
• Growth on overall client collective Investment schemes clients and average AUM per client.
• Offer support to other business units to enhance client acquisition and retention through participating in joint
• client calls, activations and other marketing activities

Key Accountabilities (Duties and Responsibilities)
Output
• Follow up on leads and referrals with the intention of speedy closure.

Internal Business Processes 25%
• Processing client’s account opening and instructions on systems to ensure minimal errors.
• Working closely with the Operations team for timely and accurate processing of account opening, investment and liquidation of instructions.
• Minimize exposures to and impact of risks by ensuring appropriate KYC, AML procedures.
• Logging of client queries in line with the Customer Complaints Handling policy
• Seeking approval from Client Service Manager for exceptions to the KYC process.
• Offer support to internal stakeholders on matters wealth management.

Customer 40%
• Provision of appropriate investment advise to retail clients on investment solutions.
• Timely and effective handling of customer requests and queries
• Ensure high quality of Client servicing and experiences and adherence to promised TAT’s. 100% adherence to set turnaround times on client requests including responding to client queries within 24 hours and appropriate escalations applied to unresolved issues
• Offer appropriate investment solutions to meet client specific needs
• Quality interactions with stakeholders being professional and courteous when communicating with clients at all touch points: E-mail, telephone and face to face
• Ensure minimal Client Complaints due to lack of support or no response & Adherence to procedures

Learning and Growth 5%
• Take charge of own growth and development needs through seeking on the Job training and enrolling in relevant in-house and external courses.

Job Specifications
Academic:
• University Degree in Business related course.
• Working towards ICIFA and/or CISI membership.

Desired work experience:
• At least 2 years’ in customer services or experience in Unit Trusts client service or front office operations

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