Head of Customer Network & Sales at ABSA Bank Limited

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ABSA Group Limited Jobs 2024

About Us

Truly African
We are a diversified standalone
African financial services group, delivering an integrated set of
products and services across personal and business banking, corporate
and investment banking, wealth, investment management and insurance.

Absa
Group Limited is listed on the JSE and is one of Africa’s largest
diversified financial services groups with a presence in 12 countries
across the continent and around 41 000 employees.

Absa Group Limited
is listed on the JSE and is one of Africa’s largest diversified
financial services groups with a presence in 12 countries across the
continent and around 41 000 employees.

We
own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius,
Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in
Tanzania and National Bank of Commerce), Uganda and Zambia. We also have
representative offices in Namibia and Nigeria, as well as insurance
operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and
Zambia.

Head of Customer Network & Sales

Head of Customer Network & Sales at ABSA Bank Limited October 2024

• locations Absa House – ABT
• time type Full time
• job requisition id R-15968506

Empowering Africa’s tomorrow, together…one story at a time
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
The purpose of the role is to recommend, develop
and lead an integrated channel strategy for Absa Bank Tanzania Limited.
It will require understanding the total footprint of Absa Bank Tanzania
Limited and competitors in the continent leverage on best practices from
Absa Group and ensuring the bank has optimum distribution through all
touch points. Besides electronic channels the real focus will be on
physical branch distribution, setting up of Direct sales and CLM Team
and Loan centers and Prestige Premier Centers for customer segments.
• Creating an overall channel strategy (Physical and Electronic) and communicating this to ABT stakeholders,
•
Provide leadership on branch performance by delivering balance sheet,
Profit and Loss, and grow business through NTB customer acquisition
through branch and Direct Sales channels on chosen Segments.
• Drive Customer Life Management calling programme through active tele calling programme.
•
Run the centralized retention unit called Customer Life Cycle
Management Unit (CLM) – a dedicated team supports the Business to
achieve its set goals and objectives through proactive provision of
post-sales support on boarding of both new and some existing customers
thus retaining our customers and minimizing attrition on both assets and
liabilities
• Leverage CLM team to call on behalf of Branches to activate and X-Sell.
• Drive Customer adoption for Digital banking – Hello Money, Internet, BMB and BTB, iATM adoption
• Re-alignment of the ATM and branch strategy to business requirements,
• Personal segment push towards Hello Money – Mobile banking
• Challenge of working as part of a team across many locations.
• Journey times may be long – the role holder will be required to provide support to all (branches) clusters as necessary.
• Challenge of liaising/communicating with both a specialist property team and the end user community.
•
Owing to time constraints the role holder has to be adaptable, able to
work under pressure and ensure that deliverables are achieved within
agreed timescales.
• Managing at a time of significant cultural change.
•
Managing the inputs of, and negotiating trade-offs between,
cross-sectoral customers that operate within the Absa Bank Tanzania
network.
Managing the significant reputation and operation risk associated with retail transformation initiatives and change.

Job Description
Main accountabilities and approximate time split
50% – Lead and develop Retail Banking Customer Network Integrated strategy
Distribution (Branch Network)

• Update Retail strategy and ongoing Distribution assessment.
• Lead scientific method of branch optimization
• Branches to leverage and collaborate with CLM and Absa Direct Team.
• Develop key matrix to evaluate productivity and efficiency of all touch points
• Reshape physical distribution understanding the customer profile and demographics and competitor footprints
• To understand the synergies between Retail and Business Banking and align the distribution strategy to them
• Ensure compliance to all regulatory and bank standards
• Work
  with the heads of segment and channels in country to monitor the
  channel efficiency and bring best practice from around the world
• Work
  along side the head of Retail and Corporate performance managers and
  all segment owners to identify the right channel mix for the targeted
  customers
• To ensure that all channels have a robust business case and profitability analysis is in place

Sales & Workplace Banking

• To
  Develop Workplace Banking and Sales Strategies and to lead strategy
  implementation to deliver superior Sales and Workplace Banking
  Performance.
• To interpret and communicate overall Retail
  Business Strategy as well as the strategy for Workplace Banking and
  Direct Sales Unit.
• To provide Innovative Sales leadership to
  create retail products demand and device consumer outreach campaigns to
  capture opportunities.
• Sales of new customer acquisition across
  all Retail segments to include direct on boarding of Personal and
  Prestige customers with a referral approach on Premier customers.
• To ensure that Workplace Banking and Sales have significant contribution to overall retail business in country.
• To
  be Responsible for overall performance of the Workplace Banking and
  Direct sales Unit in Country (Currently comprising of Business
  Relationships Acquisitions at company level for Sales Penetration of
  Absa Direct Payroll accounts and Loans, Scheme Loans, and Standard
  Liability accounts).
• Deepening Commercial Relationships to grow penetration in company employee bases.

30% – Ensure delivery of channel solutions

• With
  input from the Retail Banking Director, agree targets and take
  accountability for the overall achievement of performance objectives for
  Branch Network, Direct sales and Workplace Banking Unit in terms of:
• Workplace Banking company signups on Absa Direct, Scheme Loan Companies and Payroll Companies.
• Driving Sales Growth and penetration in all signed up relationships.
• Ensuring the best in class customer experience across all branches and sales centers.
• Embedding Risk and Rigor Management throughout all branch processes and operations.
• Driving Revenue Generation and Cost Management across the customer network and direct sales channel.
• Lead and guide the Sales Heads and Branch Cluster Managers to deliver all channel strategies
• Interface
  with IT and other stake holders to ensure t here is a robust strategy
  and architecture around the Branch and Sales Channel strategy
• Interact with Exco and Head of customer solutions, Country MDs and other stake holders to arrive at distribution decisions
• Manage the entire channel space through analytics and get scientific decision making as a basis of channel strategy

20% – Teamwork
Establish Winning together culture
Establish
and maintain excellent working relationships with key stakeholders,
colleagues in own, other functions, vendors and other 3rd party
suppliers to ABT to deliver first class sales and service to customers
through all ABT’s distribution channels

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.

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Technical skills / Competencies

• Experience of managing branch distribution
• Sales, Service and Operations management, track measure and assess.
• Risk analysis of any 3rd party tie ups
• Understanding of customer needs in various countries in Africa
• Project and change management
• Team working
• Planning and organization
• Good communicating skills
• Presentation skills
• Problem solving and analysis
• Negotiation skills
• Numeracy and analytical thinking

Knowledge, Expertise and Experience
Essential

• In depth understanding of Absa Group distribution strategies.
• Drive sales performance
• Understanding and experience of having managed distribution strategy in a country
• In depth knowledge of the local environment and business processes.

Knowledge of Absa Bank technology policy and procedures

• At least 10 years experience in senior leadership role in Banking industry in Africa
• Understanding of Retail and Corporate Banking business dynamics
• 3 years experience in project management
• BSc/BCom degree or suitable equivalent
• E-Commerce certificate or equivalent
• MBA (Masters in Business Administration)

Project Management Qualification or equivalent

Preferred
Understand of delivery channels and the role within the business environment
Knowledge of the Absa Group business model

Absa Values
Absa’s
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:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

• Master’s Degree: Business, Commerce and Management Studies (Required)

Absa Bank Limited is
an equal opportunity, affirmative action employer. In compliance with
the Employment Equity Act 55 of 1998, preference will be given to
suitable candidates from designated groups whose appointments will
contribute towards achievement of equitable demographic representation
of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised.

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