SME / Universal Banker – Embu

To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards. Key Accountabilities/Deliverables/Outcomes and Approximate Time Split Business Growth: Time split 60% - Understand and implement 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 products that could satisfy customer needs. - Manage portfolio risks in line with banks’ portfolio appetite. - Collaborate in the development and implementation of sales initiatives with other business functions i.e., Direct sales team, Asset Finance, CIB, and Bancassurance to maximize cross-selling and better customer profiling opportunities. - In conjunction with the branch manager, Industry heads, and products, conduct product reviews 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 to the development of branch sales strategy. - Plan and coordinate 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 on, 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. - Always ensure excellent customer experience - 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 to 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 on branch execution plans/strategies and ensure they are aligned to the Bank’s overall strategy- Growth, Transformation, and Returns. Internal Controls & Risk Management: Time split 10% - Ensure that Absa bank¡¦s policies and procedures are always adhered to when handling different products. - Ensure adherence to all KYC & AML Processes regarding 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 snap checks as assigned by the assistant branch manager. - Ensure the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff. - Accurate customer information is captured in the core banking system. Customer Experience: Time split 20% - Ensure excellent customer experience is always maintained. - Ensure set TAT in account onboarding and loan processing is always achieved. - Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution. - Ensure set TAT in response to customer queries by phone, email, or letters is strictly observed.

BA/BSc/HND qualification; experience in banking or financial services; strong understanding of Retail and Business Banking products; ability to manage portfolio risks; excellent customer service skills; adherence to compliance and operational risk requirements; experience in sales strategy development and execution; proficiency in market intelligence gathering; ability to work in a team and collaborate with various business functions.