Branch Manager

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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.

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Job Summary

TTo deliver exceptional retail business performance through powerful leadership of your branch

• Responsible for the overall performance of the branch and achieving specific sales, service and operational rigour targets.
  
  

Job Description

Key accountabilities

Time Split

People Management Time split: 35%

• Build, develop and motivate a high performing team committed to achieving success through each other
• Ensure that your team members are developed to achieve their maximum potential whilst coaching them to build their awareness of their strengths/development needs.
• Support the Regional Manager in the management of the cluster retail and business banking plan
• Assist in recruiting to fill manpower gaps
• Manage daily attendance levels within the retail and business banking outlet ensuring that BARAF procedures are followed
  
  

Manage poor performance and escalate disciplinary/grievances issues professionally and promptly

• in line with agreed procedures
• In conjunction with the Regional Manager agree challenging performance objectives and measures for your team providing regular feedback on honest assessment and achievement
• In the way you lead on a daily basis, be a role model for your people, do things wholeheartedly, communicating with passion and enthusiasm embracing change as a way of working
• Creating an empowering environment for your people encouraging individual ownership, initiative and challenge of the status quo
• Manage LGs attached to their Branches
• Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
• Provide ongoing coaching and feedback on new initiatives etc.
• Discuss and finalise Performance Development Plans and ratings for all members of staff.
• Determine and manage Training Needs Analysis by summarizing needs identified during the quarterly Performance Development process and liaising with the Regional Manager, HRBP and Head of Learning and Development.
• Draft succession plans for all team members and update them at least annually.
• Identify talent candidates in the team and ensure that additional development opportunities are created for high potential employees.
• Conduct exit interviews for all employee-initiated departures from the bank and flagging any identified issues.
• Managing staff attendance levels, including approval of leave. Compile 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 for members of own team
• Motivate staff and ensure they are recognised through the Absa recognition schemes.
• Create an empowering environment for team members, encouraging individual ownership and initiative.
• Maintain appropriate staffing numbers and capability to provide efficient and effective service within the team.
• Manage the development of staff through Performance Management and offering learning opportunities within the department.
• Develop and agree individual and team performance objectives, standards and targets.
  
  

Direct personnel in the establishment and maintenance of a continuous improvement environment

Team working Time Split: 20%

• Working with the Retail Branch Team to deliver exceptional business performance
• Responsible for performance management either directly or indirectly for all retail and business banking staff in the branch
• Provide cover for other Branch Managers and members of own team. Work with other Branch Managers in the cluster as a team.
• Deputize for the Regional Manager as required
  
  

Business Management Time Split: 5%

Outputs

• Maintain statistics and monitor progress of target reporting
  
  

Driving Business Direction Time Split: 25%

• Bring to life the Absa’s mission, brand and strategy to your people
• Plan and implement the Absa retail strategy for the branch through the achievement of a balanced score card approach:
• Employee satisfaction
• Customer experience
• Sales growth and income contribution
• Cost performance
• Working with team to achieve sales and service targets through in branch and business
  
  

development activity and provide feedback thereon.

• Participate in change management activities as required.
• Brief staff on promotional and product launches, provide regular feedback on sales performance.
• Maintain the look, feel and physical security of the retail branch premises by working with Premises.
• Responsible for security of staff and customers in the retail branch.
• Responsible for the handling and resolving of all branch complaints and escalating to the Complaints Champion in line with agreed procedures.
• development activity and provide feedback thereon.
• Participate in change management activities as required.
• Brief staff on promotional and product launches, provide regular feedback on sales performance.
• Maintain the look, feel and physical security of the retail branch premises by working with Premises.
• Responsible for security of staff and customers in the retail branch.
• Responsible for the handling and resolving of all branch complaints and escalating to the Complaints Champion in line with agreed procedures.
  
  

Operational Control Time Split: 10%

• Implement and monitor the operational risk management guidelines for the branch, working with the Operational Rigour Team to identify and resolve weaknesses and issues
• Ensure that merchandising materials are displayed in accordance with guidelines, monitor stock levels and feedback requirements to Merchandising Coordinator.
• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Ensure compliance with operational risk & rigour requirements e.g. Health and Safety standards, security of premises etc. in respective area.
• Ensuring the compliance with relevant legislation e.g. KYC, banking code service standards, fraud prevention and money laundering procedures
• Raise reports on all risk events that occur
• Understand the appropriate Group and RoA Policies & Standards applicable to role.
• Understand and manage risks and risk events (incidents) which are faced in the role thereby contributing to the adherence to the Group Risk and Control Framework.
• Ensure that practices and controls required by Policies are communicated to all relevant colleagues
• Ensure that independent oversight, on a proactive basis takes place of the risk performance (including related control effectiveness) Principal Risks.
• Maintaining procedures to monitor compliance with Policies and any controls required by them
• Ensuring compliance with the Group process for applications for waivers and dispensations and the notification of breaches of Policies as appropriate
  
  

Self: Time Split 5 %

• Agree performance development objectives with the team leader.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.
  
  

Education And Experience Required

• Degree Graduate
• Previous roles as a Counter Clerk/Enquiries Clerk
• Prior experience in handling Customer’s complaints
  
  

Knowledge & Skills: (Maximum of 6)

• Fully conversant with all Personal Sector products/services/tariffs
• Detailed knowledge of relevant Customer systems in order to sell
• Good knowledge of Bank’s internal systems
• Awareness of Group Services e.g. Absacard, Credit Scoring Unit and Central Operations Processing
• A detailed knowledge of the Bank’s Account Opening Policies and Procedures
• Proven track record of good performance as a member of a customer service team
  
  

Competencies: (Maximum of 8 competencies)

• Keyboard skills to operate relevant Customer Systems
• Basic numeracy for maintaining sales records
• Tact and diplomacy
• Empathy
• Communication skills particularly oral
• Presentation and Networking skills
• Setting business direction and inspiring and achieving business performance
• Managing and developing yourself
  
  

Education

Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)









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