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 lead a team of Agency Operations and Quality Assurance Officers/supervisors in ensuring efficient back-office operations that support Agency Banking and the overall financial inclusion agenda of the bank, focusing on driving efficiency, reducing risks, and enforcing controls. Also to ensure compliance with regulatory standards, customer experience, and business development goals through process development, reviews, and audits. Oversee agent and network staff performance, ensuring adherence to bank and regulatory best practices

Job Description

Operations Time Split: 45 %

Outputs:

• Supervise review of documentation for Agents Onboarding.
• Supervise review of transactions, processing and payment of commissions of Agents and Aggregators.
• Supervise the preparation of Monthly Returns.
• Develop training manuals for Agents and all connected to the agency banking value proposition.
• Lead Projects in collaboration with Key Stakeholders of the Bank.
• Provide people management and manage day to day affairs of the Back Office.
• Ensure effective documentation of All Agency Banking Processes
• Ensure daily reconciliation of all Agency banking GLs
• Ensure efficient performance of the Agency Banking Application.
• Ensure Agency Banking Act is enforced at all times.
• Achieve 100% KYC, ensuring that Policies are adhered to and ensure new and promoted staff are accredited on AML/CFT/KYC.
• Strictly monitor GLs on daily basis to ensure frauds and losses are completely eradicated.
• Work closely with all assurance teams to achieve 100% satisfactory audits with no overdue findings.
• Ensure safety of staff by putting in place good health and safety measures, e.g. fire Extinguishers, signposts, Fire Drills.
• Be a champion of self-identification and issue management in the Agency Banking space.
• Act as Complaints Champions by ensuring all complaints received are handled in accordance with procedure
• Act as liaison with internal stakeholders on key initiatives for the Departments including (HR, Finance, Innovate Solutions, Customer Experience, Internal Control, Technology, IT, Branch Network, Branch Operations, Legal, Inclusive Banking, Operational Risk, Financial Crime, Compliance, Security, Information Security, etc)
• Partner Governance Manager to perform transaction audit reviews and optimizations and ensuring Agent, Bank and Aggregator Commission Processing.
• Regularly perform field audit on Agents to ensure compliance and assist internal Stakeholders perform random audit.

Operational Rigour Time Split: 20%

Outputs:

• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Ensure compliance with operational risk & rigour requirements e.g. Health and Safety standards, security of premises etc.
• Comply with relevant legislation e.g. KYC, banking code service standards, fraud prevention and money laundering procedures

People Management Time Split: 25%

Outputs:

• Build, develop and motivate a high performing team committed to achieving success through each other
• Ensure that team members are developed to achieve their maximum potential whilst coaching them to build their awareness of their strengths/development needs.
• Manage poor performance and escalate disciplinary/grievances issues professionally and promptly in line with agreed procedures
• In conjunction with the Centre Manager, agree challenging performance objectives and measures for your team providing regular feedback on honest assessment and achievement.
• In the way you lead on a daily basis, be a role model for your people, do things wholeheartedly, communicating with passion and enthusiasm embracing change as a way of working
• Creating an empowering environment for your people encouraging individual ownership, initiative and challenge of the status quo.
• Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential. Restricted Internal
• Provide ongoing coaching and feedback on new initiatives etc.
• Discuss and finalise Performance Development Plans and ratings for all members of staff.
• Determine and manage Training Needs Analysis by summarizing needs identified during the quarterly Performance Development process.
• Identify talent candidates in the team and ensure that additional development opportunities are created for high potential employees.
• Ensuring exit interviews for all employee-initiated departures from the bank are conducted in a timely manner and flagging up any issues.
• Compile monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc) and submit to HR for record keeping.
• Directly responsible for discipline for members of own team
• Motivate staff and ensure they are recognised through the Absa recognition schemes.
• Create an empowering environment for team members, encouraging individual ownership and initiative.
• Maintain appropriate staffing numbers and capability to provide efficient and effective service within the team.
• Manage the development of staff through Performance Management and offering learning opportunities within the Centre.
• Develop and agree individual and team performance objectives, standards and targets.
• Direct personnel in the establishment and maintenance of a continuous improvement environment.

Teamwork Time Split: 5%

Outputs:

• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Provide cover for other team members as required.
• Deputise for Centre Manager as and when required
• Support and adopt the implementation of change initiatives.
• Participate in local events to support local needs, develop individual and team skills and raise the Absa profile in the local community.

Self Time Split: 5%

Outputs:

• Agree performance development objectives with the team leader.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Role / Person Specification

Education And Experience Required

• Degree Graduate/Relevant Equivalent Professional Qualification
• At least three years Operations Management Experience.
• Some previous experience in a Sales and Service-type role would be beneficial.

Knowledge & Skills: (Maximum of 6)

• A good understanding of the key objectives/relevant legislation – service levels, risk, cost control, income contribution, KYC, money laundering, banking code, service standards, health and safety standards etc.
• A sound knowledge of banks internal departments, systems and procedures with a god understanding of technical systems e.g. Brains, ARO Teller, Sybrin, etc.
• Good knowledge of operational risk and rigour requirements and standards applicable to the relevant processes and procedures.
• A broad awareness of Retail and Business Banking products and services.
• A high level of drive and determination
• Must be an expert in the prevention of fraud and time management required
• A good knowledge of Agency Banking and the laws covering its implementation.

Competencies: (Maximum of 8 competencies)

• Good communication skills
• Good interpersonal, networking and relationship skills.
• Good Numeracy, Keyboarding and PC skills
• Good personal organization skills
• Entrepreneurial and commercial thinking
• Good adaptation and response to change.
• Creative and innovative

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)