Key accountabilities/Deliverables/Outcomes

Business Growth: Time split - 60%

° Understand and implement Islamic Banking 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 Islamic Banking products that could satisfy customer needs.

° Manage portfolio risks in line with banks portfolio appetite.

° Collaborate in the development and implementation of Islamic Banking sales initiatives with other business functions i.e. Direct sales team, Asset Finance, CIB, Bancassurance 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 Islamic Banking 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 daily 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.

Internal Controls & Risk Management - 10%

° Ensure that the Absa bank’s policies and procedures are always adhered to 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 snapchecks 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.

° Customer Experience - 20%

° Ensure excellent customer experience is always maintained.

° 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 always up to date

° 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.

° Capacity Building & People Management-10%

° In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, teamwork 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

Role/person specification

Qualification

° A Business-Related Degree from a recognized university

° Preferred Experience

° Experience in Islamic banking

° Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.