Assistant Branch Manager

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Job Summary

• Assist Branch Manager for managing branch performance in terms of sales and service through delivering of excellent customer service, sales origination, lead generation and transactional processing
• Responsible for performing individual assigned sales activities and for fulfilling all assigned sales targets and contributing to the branch profitability.
• Assist Branch Manager for the daily operations of the branch, especially customer service and finance activities in accordance with procedures and policies and make improvements as needed
• Manage customer experience in line with our customer obsession journey and resolve proactively complaints from customers
• Monitor branch financial activities, review reports, and manage the vault.
• Promote and sell products and services to existing and prospective customers in order to grow market share.
• Demonstrate advanced product knowledge and in-depth understanding of the policies and processes of the branch.
• Assist Branch manager to manage impairment.
• Provide on-going coaching and sharing of knowledge to the team
• Enhance staff engagement and promote a learning culture
• Ensure that the premises are reflective of the standard

Job Description

Sales and Service

• Ensure excellent service delivery throughout the customer journey and work collaboratively with colleagues to enhance customer satisfaction and NPS.
• Assist Branch Manager to develop and implement sales strategies to deepen product detention within existing customer base, promote cross selling opportunities and increase market share towards overall achievement of Retail performance objectives.
• Assist Branch manager in the implementation of contact management strategy to better understand customer needs and increase market share
• Participate in the branch initiatives to achieve Retail objectives
• Promote use of remote and digital channels
• Endeavour to deliver exceptional sales performance by identifying and meeting customer needs through sales & cross selling of all Retail products & services
• Manage complaints in accordance with policies with an excellent turnaround time and ensure proactively and timely solutions provided to customers.
• Assist Branch manager for the planning of the branch activities in order to provide sufficient selling time to team members
• Assist Branch Manager in the management of the day to day activities of the branch

People Management

•  Build and develop a high performing team through performance development plans & coaching. Ensure that team members are developed to achieve their maximum potential
• Support in managing staff issues, leave and attendance levels and ensure that procedures are followed.
• Ensure that Performance Development Process is understood by all staff members, and where agreeable a Performance Development Plan is in place.
• Identify training needs of the team and effectively support their personal development.
• Drive initiatives to promote staff engagement and motivation.
• Ensure that the team participate actively in Retail activities

Operational Rigour

• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Comply with all relevant legislations and regulatory guidelines, Absa Policies, guidelines and procedures e.g. Financial Intelligence and Anti Money Laundering Act, Code of Banking Practice, Fraud prevention and money laundering procedures, Branch & Cash Operations Guideline, End to End Cash Management.
• Participate in systems administration and adhere to the group IT & IRM security policies.
• Ensure that Branch Security standards and procedures are adhered to.
• Act as BCM Business Unit Owner / Deputy for your unit in line with the bank's BCM framework, processes, policies and BCC Statement of Responsibility
• Responsible for managing the vault and all cash supplies and reconciliation of the tills as well as cash sorting and repatriation

Self

• Agree performance development objectives with the line manager
• Pursue self-development to increase personal effectiveness acknowledging strengths and areas for development.
• Demonstrate a can-do attitude.

Team Working

• Drive initiatives to enhance team spirit to deliver exceptional business performance.
• Share knowledge experience and best practice with other team members.
• Provide cover for outside home branch when required.
• Work cross functionally with the key service providers to ensure seamless service to our customers.
• Supporting, and where necessary deputise, the Branch Manager to ensure the overall achievement of the Branch objectives.
• Depending on business contingencies, you may be called upon to perform other duties assigned to you by management

Mandatory Risk and Control objective

• Ensure that all activities and duties are carried out in full compliance with regulatory
• requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)