JOB DETAILS:
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
• An interface between Back Office and Front line staff. To facilitate workflow for onward processing between the two so that the later minimise movements from their work stations hence improving the quality of service to customers.
• Perform any other duties as assigned by the line Manager.
Transaction Processing 40%
• Check and ensure that all entries are duly signed before processing. Ensure laid down due diligence procedures including FTOS is observed.
• Perform teller remote authorisation for Cashiers transactions.
• Ensure all items being sent to other departments. are recorded /scheduled and have a Rotation number. Keep a control copy to track Turnaround Time (TAT). Chase for acknowledgements for outstanding control sheets. Escalate to Branch Manager or BOM if not resolved.
• Work on all instructions immediately upon receipt to avoid loss of business due to delays. Finish all the day’s work within the normal working hours.
• Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.
Rigour 5%
• Conduct Snap checks as assigned and within the agreed time frames.
• Hold keys for the Strong Room without any compromise.
• Loading of Loan Applications and other customer instructions on Sybrin.
• Work with the operations manager to reconcile branch expenses
Customer Service 5%
• Always practice the tenets of TCF (Treating Customers Fairly)
• Respond to telephonic customer inquiries.
• Act as principle point of contact between retail and operations through escalating all Back Office inquiries to the relevant depts. and tracking the turnaround time.
Cash and ATM Management Procedures – 40%
• Responsible for managing the vault and all cash supplies on the tills (beginning and end of day and intra-day )as well as cash sorting and CIT repatriation.
• Ensure call over for cashier vouchers and ZRA transactions is carried out.
• Ensure that the CIT end to end procedures are adhered to.
• Supervise cashiers and ensure timely resolution of cash differences.
• Perform Cashiers regular surprise checks and maintain a record of the checks for audit trail.
• Monitor cash levels held by the cashiers and in the vault throughout the day to ensure that both elements are within limits.
• Order Branch cash from cash provider or central Bank in accordance with limits set by the country head office.
• Assist with daily reconciliation of Branch total cash and immediately escalate all cash issues directly to the Branch Manager or BOM in accordance with current procedures.
• Ensure cash is packed /bundled correctly by front line/Tellers.
• Count all cash received or dispensed in detail to ensure that errors are avoided .The Bank has a zero tolerance policy for teller/cash errors and appropriate action will be taken, which may include formal disciplinary procedures.
• Own and manage internal Branch Ops queries and complaints related to cash by taking ownership and resolving in a timely manner.
• Ensure that Bulk stock of controlled stationery is balancing daily.
• Take stock and account for the working stock controlled stationery boxes to be locked in the vault as part of the close of day Branch checks.
• Ensure that all cash transaction records are kept meticulously and in accordance with Bank procedures. Ensure you make such documents available for review /control purposes when required.
• Hold one of the two keys to the vault and/or strong room without compromising.
• Reconcile vault cash daily i.e. at the beginning and at the end of each day, as well as when cash is restocked in the course of the day.
• Responsible for managing the cash in the ATM and all cash supplies to the ATM
• Monitor cash levels in the ATM and replenish and ensure that ATMs are operating within Limits
• Respond to ATM calls within 30 min
• Order ATM cash from the vault
• Reconciliation of ATM on a daily basis in the morning and before 13hrs daily
• Ensure Cash is packed correctly and well sorted before feeding the ATMs
• Carefully count the cash before loading into the ATM and ensure that the ATMs are balancing
• Follow the ATM complaint management process and resolve ATM queries as per process
• Undertake other ATM custodian duties as required in order to provide excellent services
• Maintain ATM uptime at 98%
Branch Administration 5%
• Receive, open and sort internal mail not marked confidential and deliver to the relevant areas for follow up action.
• Ensure all outgoing mail from the branch is collected by the external provider daily. Follow up with the provider when items are not collected timely.
• Complete daily/ monthly / quarterly/annual returns for signoff by the Branch Manager or BOM
• Act as one of the Systems Administrator for Start and End of Day and user maintenance.
• Report all branch system failures to local IT help desk. Conduct system checks as directed by IT and ensure any unresolved issues are taken up by IT. Escalate outstanding issues to the Team Leader/Branch Manager when required.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
• Ensure that branch security systems are in working order
• Ensure all health and safety issues are addressed
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
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
• An interface between Back Office and Front line staff. To facilitate workflow for onward processing between the two so that the later minimise movements from their work stations hence improving the quality of service to customers.
• Perform any other duties as assigned by the line Manager.
Transaction Processing 40%
• Check and ensure that all entries are duly signed before processing. Ensure laid down due diligence procedures including FTOS is observed.
• Perform teller remote authorisation for Cashiers transactions.
• Ensure all items being sent to other departments. are recorded /scheduled and have a Rotation number. Keep a control copy to track Turnaround Time (TAT). Chase for acknowledgements for outstanding control sheets. Escalate to Branch Manager or BOM if not resolved.
• Work on all instructions immediately upon receipt to avoid loss of business due to delays. Finish all the day’s work within the normal working hours.
• Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.
Rigour 5%
• Conduct Snap checks as assigned and within the agreed time frames.
• Hold keys for the Strong Room without any compromise.
• Loading of Loan Applications and other customer instructions on Sybrin.
• Work with the operations manager to reconcile branch expenses
Customer Service 5%
• Always practice the tenets of TCF (Treating Customers Fairly)
• Respond to telephonic customer inquiries.
• Act as principle point of contact between retail and operations through escalating all Back Office inquiries to the relevant depts. and tracking the turnaround time.
Cash and ATM Management Procedures – 40%
• Responsible for managing the vault and all cash supplies on the tills (beginning and end of day and intra-day )as well as cash sorting and CIT repatriation.
• Ensure call over for cashier vouchers and ZRA transactions is carried out.
• Ensure that the CIT end to end procedures are adhered to.
• Supervise cashiers and ensure timely resolution of cash differences.
• Perform Cashiers regular surprise checks and maintain a record of the checks for audit trail.
• Monitor cash levels held by the cashiers and in the vault throughout the day to ensure that both elements are within limits.
• Order Branch cash from cash provider or central Bank in accordance with limits set by the country head office.
• Assist with daily reconciliation of Branch total cash and immediately escalate all cash issues directly to the Branch Manager or BOM in accordance with current procedures.
• Ensure cash is packed /bundled correctly by front line/Tellers.
• Count all cash received or dispensed in detail to ensure that errors are avoided .The Bank has a zero tolerance policy for teller/cash errors and appropriate action will be taken, which may include formal disciplinary procedures.
• Own and manage internal Branch Ops queries and complaints related to cash by taking ownership and resolving in a timely manner.
• Ensure that Bulk stock of controlled stationery is balancing daily.
• Take stock and account for the working stock controlled stationery boxes to be locked in the vault as part of the close of day Branch checks.
• Ensure that all cash transaction records are kept meticulously and in accordance with Bank procedures. Ensure you make such documents available for review /control purposes when required.
• Hold one of the two keys to the vault and/or strong room without compromising.
• Reconcile vault cash daily i.e. at the beginning and at the end of each day, as well as when cash is restocked in the course of the day.
• Responsible for managing the cash in the ATM and all cash supplies to the ATM
• Monitor cash levels in the ATM and replenish and ensure that ATMs are operating within Limits
• Respond to ATM calls within 30 min
• Order ATM cash from the vault
• Reconciliation of ATM on a daily basis in the morning and before 13hrs daily
• Ensure Cash is packed correctly and well sorted before feeding the ATMs
• Carefully count the cash before loading into the ATM and ensure that the ATMs are balancing
• Follow the ATM complaint management process and resolve ATM queries as per process
• Undertake other ATM custodian duties as required in order to provide excellent services
• Maintain ATM uptime at 98%
Branch Administration 5%
• Receive, open and sort internal mail not marked confidential and deliver to the relevant areas for follow up action.
• Ensure all outgoing mail from the branch is collected by the external provider daily. Follow up with the provider when items are not collected timely.
• Complete daily/ monthly / quarterly/annual returns for signoff by the Branch Manager or BOM
• Act as one of the Systems Administrator for Start and End of Day and user maintenance.
• Report all branch system failures to local IT help desk. Conduct system checks as directed by IT and ensure any unresolved issues are taken up by IT. Escalate outstanding issues to the Team Leader/Branch Manager when required.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
• Ensure that branch security systems are in working order
• Ensure all health and safety issues are addressed
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
JOB DETAILS:
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
To assist the Centre manager build and develop a high-performing team through embedding performance development and coaching.
• Manage processes, controls and all operational activities of the branch
• Deputise for the Branch Manager
• 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.
Job Description
• Branch Operations 50%Output
o Prepare the branch for audits, ORC and Cluster Manager’s checks. Make sure everything is in its right place and members are aware.
o Re view snap check findings, audit findings and risk events and ensure all findings are closed within agreed timescale
o Raise incident reports in the branch and ensure they are conclusively addressed and closed. Escalate if need be
o Critically review the processes of the branch from the productivity and risk point of view. Identify any areas for improvement and recommend changes through the appropriate channels
o Own, manage and test the business continuity management plan for the branch. Raise any issues that may come up during periodic testing
o Ensure that all members comply to all policies and procedures required by the bank
o At least once a month, check through the branch to determine whether there are any maintenance requirements to furniture, fixture, premises or equipment.
o Liase with designated departments on third party service providers to ensure adherence to SLAs. Sign off job cards ONLY for satisfactory works done on the branch
o Authorise cashier transactions above their limits via FOS.
o Ensure all branch systems are in working order and any failures are reported to IT helpdesk for quick resolution. Escalate to Branch Manager for outstanding issues beyond SLA.
o Supervise product promotion campaigns aspects by distributing material to branch staff and customers. Cascade key messages, including training, for products to staff members, including training on new application forms etc.
o Ensure that team members reconcile working stock of controlled stationery on a daily basis
o Ensure teams compliance with operational risk and rigour policies e.g. Health and safety, security of premises , kyc and anti-money laundering
o Report all incidents within the branch in line with the bank’s incident reporting procedures
o Obtain expense actual from the Retail MI team on a monthly basis , compare against budget and provide exception reports to the branch Manager for action
o Ensure all monthly returns are submitted to all stakeholders as per agreed timelines
o Ensure monthly snap checks are carried out and all exceptions raised are conclusively addressed .Escalate where applicable, to your Team Leader. (indicate all actions on the tracking record)
o Ensure all policy documents (Circulations) are signed by all staff at the beginning of every quarter including attestations.
o Actively participate in the preparations of Audits, ORC and Cluster Managers’ checks. You are the key person during the above mentioned checks and will ensure the conclusive closure of all issues raised.
o Provide operational support to Retail colleagues.
o Supervise the team to ensure daily, weekly, monthly, quarterly checks are done and all registers are reviewed and signed off by the branch manager as per guidelines from the ops rigour team
• Cash Management Procedures 15% Output
o Ensure that Cashiers are using current Exchange Rates and that the Board is updated.
o Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.
o To Supervise/Oversee the Branch end to end cash management Procedures.
o Ensure the timely actioning of Cash Summaries and Treasury Books including reconciliation of Branch cash.
o Ensure all Branch Keys including that of Vault are held by authorised staff and signed for in the Keys Register.
o Responsible for Branch and Vault Opening and Closing as third checker
o Ensure that you hold the third key to the strong room i.e. Chubb Door.
o Conduct surprise Management checks on the cashiers and retain a record for audit purposes.
o Monitor the Branch and Teller Cash levels on a daily basis.
People Management 20%Output
• Be an in-branch trainer to colleagues. Conduct in-branch training in areas of rising concern. This can be in sales, complaints, processes, operations, controls etc
• Agree targets with Team Members, monitor performance and conduct PDs for team members as per stipulated guidelines
• Discuss and finalise Performance Development Plans and ratings for direct reports in the branch.
• Recognise deserving team member/s for their outstanding performance through the Absa recognition schemes, and provide coaching for poorly performing colleagues.
• Spearhead the organising of social functions in the branch
• Manage daily attendance and leave programme and other branch absenteeism in compliance with the relevant HR policies
• Ensure that the team performance complies with service standards as set by the business. These standards are measured through among other, Mystery Shopping, customer feedback etc.
• Deputize for the Branch Manager.
• Share knowledge experience and best practice with team members
• Be committed to championing the business and cultural changes within the SBU.
• Customer Service 10%Output
o Act as an escalation point for queries that could not be resolved by the frontline and other branch staff
o Respond to queries and complaints received directly from customers, referring serious issues to the Branch Manager only if they cannot be resolved.
o Track the turnaround of query resolution and the number of queries outstanding at the end of each day. Ensure that the team keeps the number of outstanding items to a minimum.
o Conduct query trend analysis, at least monthly, to determine the nature and cause of queries. Coach the staff on how to prevent recurring queries where appropriate, and escalate items that are caused by other areas to the Branch Manager for further follow-up.
o Ensure that the performance complies with service standards set by the business.
o Ensure that customer instructions are carried out within agreed turnaround times (e.g. maintenance of standing orders, stopping cheques, money transfers, charges investigations, ordering cheque books and cards, etc.) by checking records that are maintained by each customer service team member.
o Review daily enquiry logs and Complaints on BOC and ensure that they are completed by team members within required quality standards.
o Work cross functionally with internal key service providers to ensure seamless service to our customers.
• Accountability: Risk, Governance and Regulatory (5%)Output
o Encourage back office staff to provide sales leads to Personal bankers. Incorporate them into sales teams whenever the branch comes up with one.
Outputs:
• 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 Diplomas: Business, Commerce and Management Studies (Required)
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
To assist the Centre manager build and develop a high-performing team through embedding performance development and coaching.
• Manage processes, controls and all operational activities of the branch
• Deputise for the Branch Manager
• 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.
Job Description
• Branch Operations 50%Output
o Prepare the branch for audits, ORC and Cluster Manager’s checks. Make sure everything is in its right place and members are aware.
o Re view snap check findings, audit findings and risk events and ensure all findings are closed within agreed timescale
o Raise incident reports in the branch and ensure they are conclusively addressed and closed. Escalate if need be
o Critically review the processes of the branch from the productivity and risk point of view. Identify any areas for improvement and recommend changes through the appropriate channels
o Own, manage and test the business continuity management plan for the branch. Raise any issues that may come up during periodic testing
o Ensure that all members comply to all policies and procedures required by the bank
o At least once a month, check through the branch to determine whether there are any maintenance requirements to furniture, fixture, premises or equipment.
o Liase with designated departments on third party service providers to ensure adherence to SLAs. Sign off job cards ONLY for satisfactory works done on the branch
o Authorise cashier transactions above their limits via FOS.
o Ensure all branch systems are in working order and any failures are reported to IT helpdesk for quick resolution. Escalate to Branch Manager for outstanding issues beyond SLA.
o Supervise product promotion campaigns aspects by distributing material to branch staff and customers. Cascade key messages, including training, for products to staff members, including training on new application forms etc.
o Ensure that team members reconcile working stock of controlled stationery on a daily basis
o Ensure teams compliance with operational risk and rigour policies e.g. Health and safety, security of premises , kyc and anti-money laundering
o Report all incidents within the branch in line with the bank’s incident reporting procedures
o Obtain expense actual from the Retail MI team on a monthly basis , compare against budget and provide exception reports to the branch Manager for action
o Ensure all monthly returns are submitted to all stakeholders as per agreed timelines
o Ensure monthly snap checks are carried out and all exceptions raised are conclusively addressed .Escalate where applicable, to your Team Leader. (indicate all actions on the tracking record)
o Ensure all policy documents (Circulations) are signed by all staff at the beginning of every quarter including attestations.
o Actively participate in the preparations of Audits, ORC and Cluster Managers’ checks. You are the key person during the above mentioned checks and will ensure the conclusive closure of all issues raised.
o Provide operational support to Retail colleagues.
o Supervise the team to ensure daily, weekly, monthly, quarterly checks are done and all registers are reviewed and signed off by the branch manager as per guidelines from the ops rigour team
• Cash Management Procedures 15% Output
o Ensure that Cashiers are using current Exchange Rates and that the Board is updated.
o Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.
o To Supervise/Oversee the Branch end to end cash management Procedures.
o Ensure the timely actioning of Cash Summaries and Treasury Books including reconciliation of Branch cash.
o Ensure all Branch Keys including that of Vault are held by authorised staff and signed for in the Keys Register.
o Responsible for Branch and Vault Opening and Closing as third checker
o Ensure that you hold the third key to the strong room i.e. Chubb Door.
o Conduct surprise Management checks on the cashiers and retain a record for audit purposes.
o Monitor the Branch and Teller Cash levels on a daily basis.
People Management 20%Output
• Be an in-branch trainer to colleagues. Conduct in-branch training in areas of rising concern. This can be in sales, complaints, processes, operations, controls etc
• Agree targets with Team Members, monitor performance and conduct PDs for team members as per stipulated guidelines
• Discuss and finalise Performance Development Plans and ratings for direct reports in the branch.
• Recognise deserving team member/s for their outstanding performance through the Absa recognition schemes, and provide coaching for poorly performing colleagues.
• Spearhead the organising of social functions in the branch
• Manage daily attendance and leave programme and other branch absenteeism in compliance with the relevant HR policies
• Ensure that the team performance complies with service standards as set by the business. These standards are measured through among other, Mystery Shopping, customer feedback etc.
• Deputize for the Branch Manager.
• Share knowledge experience and best practice with team members
• Be committed to championing the business and cultural changes within the SBU.
• Customer Service 10%Output
o Act as an escalation point for queries that could not be resolved by the frontline and other branch staff
o Respond to queries and complaints received directly from customers, referring serious issues to the Branch Manager only if they cannot be resolved.
o Track the turnaround of query resolution and the number of queries outstanding at the end of each day. Ensure that the team keeps the number of outstanding items to a minimum.
o Conduct query trend analysis, at least monthly, to determine the nature and cause of queries. Coach the staff on how to prevent recurring queries where appropriate, and escalate items that are caused by other areas to the Branch Manager for further follow-up.
o Ensure that the performance complies with service standards set by the business.
o Ensure that customer instructions are carried out within agreed turnaround times (e.g. maintenance of standing orders, stopping cheques, money transfers, charges investigations, ordering cheque books and cards, etc.) by checking records that are maintained by each customer service team member.
o Review daily enquiry logs and Complaints on BOC and ensure that they are completed by team members within required quality standards.
o Work cross functionally with internal key service providers to ensure seamless service to our customers.
• Accountability: Risk, Governance and Regulatory (5%)Output
o Encourage back office staff to provide sales leads to Personal bankers. Incorporate them into sales teams whenever the branch comes up with one.
Outputs:
• 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 Diplomas: Business, Commerce and Management Studies (Required)