Job Summary / Purpose

To provide excellent customer experience, deliver exceptional Islamic Banking business growth in Branch Network and profitability. To observe compliance & control requirements, keeping high level of bank standards.

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.

Knowledge and Skills

• Detailed knowledge of Absa Retail & business banking products strategy
• Detailed knowledge of Muslim banking culture
• Knowledge of the Islamic Banks competitor landscape & processes
• Understanding of Shariah Law, Shariah Board and Shariah Audits
• Knowledge of Islamic Financial instruments.