CUSTOMER EXPERIENCE EXECUTIVE at Absa
Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
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Job Summary
Job Purpose
To drive and deliver exceptional operations business performance,
through the provision of efficient business management, powerful
leadership, team development and achievement of operational rigour
excellence in branches with up to 25 staff members or branches with
single customer categories.
• To ensure robustness of controls in branches by performing controls activities as required
• To provide branch Customer Service and resolve customer complaints
• Actively be part of and play a part in the TRANSFORM programme.
Job Description
Main accountabilities
Sales:20%
- Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.
- Cross-sell appropriate customer needs related products face to face
- Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards
- Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
- Assist customers in completion of Bank stationary, forms etc.
- Introduce customers to appropriate product/segment specialists
- Undertake in-branch marketing, special campaigns, promotions etc
- Deal with handling complaints in the Banking Hall
- Support the Branch Manager in undertaking community engagement activities to build Absa’ business profile in the local market.
- Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.
- Works to achieve sales and service targets
- Maintain statistics and monitor progress of target reporting
- Ensure customer on boarding process is adhered to as per the procedure.
- Delivering an individual assigned financial target on local business
- Account Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints – Branch Maker (Sybrin)
- Issuing of ATM Card Pins or cards as advised by the Branch Manager
Business Management 5%
- Maintain statistics and monitor progress of target reporting.
Customer service:60%
- Where customers request to deal directly with the branch manager, the branch manager takes ownership of the query/complaint resolution process.
- Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.
- Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, etc.) are of the highest service standard.
- Through effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, drop boxes etc.
- Manage remote and manual authorisations, by assigning responsibility for authorisers, and personally authorising 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.
- Monitor customer service through Q- matic ensuring that cashiers, personal bankers and enquiries service points are manned at all times.
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Administration: 5%
- Systems administration (user maintenance)
- Provide feedback on the performance or service delivery of external service providers (such as courier service, cleaning service etc) to the area manager and head office sourcing, to assist them with future contracts.
Contribution to the team 10%
- Provide cover for Branch Operations Manager/ Branch Operations Team Leader.
- Provide honest, direct, and constructive feedback to others.
- Deputize for Branch Ops manager/Team leader if required.
- Share knowledge experience and best practice with team members and other branch managers.
Risk and Control Objective
- In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.
- Review the risk and compliance profiles of the business unit on a regular basis and provide consultative support to the Managing Director on changes that are required to rebalance risk and reward where required.
- Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.
- Keep up to date on all regulatory changes and have the ability to articulate the impact to the Business, be well informed on the industry thinking.
- All mandatory training completed to deadline.
Technical skills/competencies
- People Management
- Communication and Presentation
- Business Management
- Performance Management
- Resource Management
- Cultural and Change Management
- Planning
- PC Skills
Knowledge, Expertise, and experiences
Essential
- In-depth understanding of technical support systems e.g. Brains, Winfos
- Understanding of Absa Tanzania retail strategy, COO strategy, operating structure and interface with other functions
- Good understanding of Risk policies and procedures
- Good understanding of group structure and interfaces with other functions
- Detailed understanding of people policies and procedures
- Formal training required for branch managers:
- Resource management
- Brand and Leadership Development
- Performance Management
- Team building
- DC&G
- Recruitment Skills
- PD Team Leader
- Sales management
- Time Management
- Graduate or relevant experience to compensate
- Excellent experience in operations
- People Management
- Detailed knowledge of banks policies and procedures
- Cash Management
Key issues over the next 12 – 24 months
- Champion branch Customer Service
- Provide cover to the Branch Operations Team Leader when required
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Additional criteria qualities
- Passion for the branch performance
- Honesty and integrity
- Decisiveness
- Take responsibility for personal development
Absa Values
Absa Values and Behaviours represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
- I drive high performance to achieve sustainable results
- I’m obsessed with customer
- I have an African heartbeat
- I believe our people are our strengths
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Bancassurance Officer - Morogoro Branch at Absa
Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
Job Summary
Based in a branch, the role holder will have a responsibility for selling Bancassurance products and servicing customer needs on a proactive and reactive basis. The role holder will be required to meet minimum performance standards across service and sales meeting a minimum number of sales per week/month based on an appropriate product mix. The role is based in a named Branch, but the role holder will be expected to work in and support other local branches as and when required. The role operates using pre-programmed systems and well-defined procedures, but there may be times when the role holder must address unforeseen situations, escalating to more senior level as appropriate.
Job Description
Main accountabilities and approximate time split
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Sales & service:95%
- Pitching and selling all types of insurance products as per internal procedures and any other bank product or service assigned for sales as and when required.
- Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards.
- Building relationships with existing customers to pro-actively anticipate and address future customer needs and identify sales opportunities.
- Cross-sell appropriate customer needs related products face to face and otherwise.
- Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
- Assist customers in completion of Bank stationary, forms etc.
- Introduce customers to appropriate product/segment specialists as required for example SME and Corporate insurance needs.
- Follow up renewals for a month.
- Attend to insurance claims, do follow ups and submit forms on timely manner.
- Undertake in-bound and out-bound marketing, special campaigns, promotions etc.
- Deal with handling complaints in the Banking Hall
- Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.
- Works to achieve service and sales targets.
- Visit and source customers outside of the branch to meet targets.
- Maintain statistics and monitor progress of target reporting.
- Ensure on boarding process and relationship deepening.
- Delivering an individual assigned financial target on local business.
Business Management: 5%
- Maintain statistics and monitor progress of target reporting
Risk and Controls Objectives
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture.
- Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
- Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
- All mandatory training completed to deadline
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Be seen/heard doing/being…………
In an Operations context:
- Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice, etc., sharing it with colleagues and applying it to day-to-day operations.
- Supporting, and where appropriate leading, effective client meetings; understanding and owning the customer’s goals, promoting the full range of Absa products, and continuously developing long-term loyalty to the brand.
- Planning and effectively managing their schedules and time to invest in high value activities, building in buffer zones to cover ad-hoc activities.
In a People context.
- Actively seeking feedback on their own performance from others and taking action to develop and improve their own capabilities.
- Actively contributing to the development of a “team culture” across the Branch, including the Specialist sales teams.
- Being responsive to colleague queries and requests for support.
Have the following impact on………….
Customers:
- Experience a consistently high standard of well-integrated customer service across all Network and Specialist propositions.
- Feel important, appreciated and that their needs are understood.
- Feel confident that Absa can make and save their money.
- Will readily sign up to appropriate, additional Absa’ products and services when offered and will recommend others to Absa based on their experience.
Colleagues:
- Collaborate with him/her routinely and naturally and treat them as a valued member of the Branch team.
- Demonstrate confidence in the role holder as a colleague.
The Business:
See a motivated, high performing Branch team, working as one with their branch and operations colleagues, to achieve, and often beat, their plans and goals.
Technical skills / Competencies
Skills & Competencies
What does the role holder need to be able to do/be good at doing?
- Keyboard skills to operate relevant Customer Systems
- Basic numeracy for maintaining sales records.
- Tact and diplomacy
- Empathy
- Communication skills particularly oral
- Sales skills
- Presentation skills
- Networking
- Commercial Awareness
- Building Relationships quickly
- Effective interpersonal skills (effective questioning and active listening)
- Service Excellence
- Personal Drive
- Ability to plan and organise
Knowledge, Expertise and Experience
Experience
What does the role holder need to have done before?
- Operated in a customer facing role where service is paramount.
- Experience in service and sales environment
- Has experienced a target driven role.
Knowledge
What does the role holder need to know/know about and/or be qualified in?
- Certificate, Diploma, or a Degree in Insurance
- Customer service standards
- IT literate
- Sales standards in line with regulation
- Competitor information in relation to products and service
- Fully conversant with all Insurance products
- Detailed knowledge of relevant Customer systems to sell
Other requirements specific to the role:
- Courtesy when dealing with a range of customers.
- Initiative required to satisfy customer needs and seize sales opportunities.
Training requirements specific to the role
Sales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in Insurance, Risk Management and Regulations. Also:
- Sales & Marketing Course
- Know Your Customer
- Presentation and Communications course
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Absa Values
Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
- I drive high performance to achieve sustainable results.
- I’m obsessed with customer.
- I have an African heartbeat.
- I believe our people are our strengths.
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
