Manager – Digital Branch

Job Purpose

• The incumbent to this position has the chief responsibility to manage and lead the Digi-Branch Sales, Customer Relationship Management and Operations
• Prepare business plan with P&L for the Digi Branch by ensuring the corporate goals are always embedded within the branch’s developmental plans
• Conduct Reviews for Digi Branch Performance and track Inflow / Outflow of Business-Related Reports
• Will be responsible managing the Digi portfolio RMs and thereby ensuring a robust liability portfolio and healthy loan book for the Digi-branch through the portfolio RMs
• Will be responsible for managing the KYC and Ops Executives and there ensuring the best-in-class customer support operations
• Will be responsible for excellent customer care and relationship management by constantly monitoring the customer Journey and Experience (Voice of Customer)
• Manage the entire Digital branch setup including KYC, Portfolio Relationship Managers as well as the Operations & reconciliation activities
• Responsible for submission of reports & returns to appropriate departments for the Digi-branch
  
  

Key Accountabilities

Digi-Branch Management (Planning and Execution)

• Ensure that the Digi branch business plan is achieved on all business metrics: sales metrics, operating metrics and customer satisfaction metrics
• Ensure that the Digi branch serves as a service point for delivering digital financial services to customers
• Carry out regular research into products and services required by the customers, examine the competitive products and services, and when relevant, prepare recommendations to the head of digital business
• Regular follow-ups with portfolio relationship managers to mobilize liabilities, maintain funds and to identify new ideas to acquire incremental businesses
• Critically assess and identify opportunities and threats in the existing way of running business and thereby take proactive steps
• Ensure that branch capacity (business and bandwidth) is commensurate with demand and market potential
• As the business grows and new expectations emerge, the Digi Branch manager needs to make recommendations for product planning and manpower planning
• Manage the entire Digital branch setup including KYC, Portfolio Relationship Managers as well as the Operations & reconciliation activities
  
  

Build Healthy Digi-Branch Portfolio by boosting Digital Adoption

• Will be responsible managing the Digi portfolio RMs and thereby ensuring a robust liability portfolio and healthy loan book for the Digi-branch through the portfolio RMs
• Educate customers on the benefits, encourage them to adopt a change in the way they view and use the new concepts, and demonstrate how the products are used.
• Jointly with Marketing team, prepare collaterals / videos / training material to sell and service the customers.
• Use bank’s product walkthroughs on your website / other channels to appeal to digitally savvy customers looking for self-serve support.
• Ensuring a healthy loan portfolio for the branch with ensuring excellent customer care and relationship management
• Hold regular meetings with staff to update them on institutional development.
• Give regular and timely feedback to staff on attitude, skills, and knowledge in relation to their work.
• Set and maintain high performance standards in accordance with institutional standards.
• Act as a “sales ambassador” to aid customers and sell products and services.
• Ensure that staff understand & maintain high standards of professionalism & customer care.
• Collaborate with relevant departments to meet customer requirements when necessary.
• Ensure that loans approved and disbursed within the Digital branch meet required procedural and risk mitigation standards.
• Always implement good portfolio management measures.
• Ensure that all loans are monitored effectively by portfolio RMs.
• Implement measures and structures to follow up on arrears to maintain good portfolio quality of each portfolio RM.
• Liaise with relevant head office departments to keep all risky and potential defaulters in check and well structured, and to recommend the appropriate impairment measures or loan structuring.
  
  

Drive Digital Operational Excellence

• Will be responsible for managing the KYC, Portfolio RMs and Ops Executives and there ensuring the best-in-class customer support operations
• Will be responsible for excellent customer care and relationship management by constantly monitoring the customer Journey and Experience (Voice of Customer)
• Our customers are our first and primary stakeholders. Succeed in our vision by creating long-term value for through a strong service promise backed by simple, reliable & value-additive solutions.
• Responsible for designing the end-to-end digital fulfilment process or operating model including sales funnel tracking up to account opening and customer lifecycle management
• Build and manage the digital operating model for drop-offs, streamlined/ lean operations team, branch/mobility teams for in-person KYC/delivery, virtual relationship management and client servicing teams etc.
• Planning and detailing each operation required for consistent service promise results, such as staffing levels per product, to realise intended benefits associated with customer service and sales.
• Quality control—continuous checking and evaluation of fulfilment processes, operations and service. Manage Fraud prevention, detection and mitigation
• Lifecycle management of customer onboarding, monitoring, portfolio management and compliance
• Responsible for the performance management of fulfilment. Motivated by the desire to improve profit margins and secure customer loyalty through convenience and distribution exclusivity, assumes significant control over the fulfilment process, principally by determining the quality of delivery.
• Drive the required changes in the value chain with fulfilment and operations adhering to strict performance criteria, particularly in relation to response time, product quality standards, and availability levels
• Integrate physical and digital distribution model to build a cohesive phy-gital strategy by leveraging the power of people and digital across all channels, operations in a way to significantly cuts costs and deliver increased value to customers.
• Lead a team of KYC operations and Portfolio Relationship Managers for day-to-day business operations
• Manage & monitor the P&L, suspense accounts and all the related reconciliation activities and ensure it is automated without any manual intervention
• Ensure that additional subscription requests for new products & services OR amendments to existing profiles for customers is closed within the defined Turn Around Time
  
  

Conduct of Timeley Reviews and Submission of Reports/Returns

• Conduct Reviews for Digi Branch Performance and track Inflow / Outflow of Business-Related Reports
• Ensure timely and quality reporting by Digi-branch to the relevant offices/departments at all times
  
  

Cross-functional Stakeholder Management

• Ensure the ABSA’s digital proposition to customer is seen as “One Digital Proposition” by ensuring B2B and B2C activities are aligned and synchronized
• Ensure a balanced and sustainable growth across different product categories, different channels and customer segments
• Assessing & monitoring the online sales funnels, generating insights to support the sales team for converting the leads to Bank’s customers
• Based on data analysis and insights, drive the budgeting exercise, revenue planning and strategic decision making in coordination with cross-functional teams
• Responsible to analyze consumer behavior, churn projection, retention tactics and derive projections / predict future outcomes
• Work with the team to achieve excellent business results through a shared purpose, continuous people development and mentoring activities.
• Build strong and productive working relationships with business and senior stakeholders to manage objections
• Seek approvals efficiently across the range of product, channel, legal, compliance and risk stakeholders
• Instil motivation in the entire team that will lead into superior performance and the achievement of unified business success through each other.
• Discuss the expected business objectives and challenging performance with all direct reports and provide continuous feedback/coaching.
• Understand and educate the team about the strategic direction of Absa and ensure its alignment to customer demands, international industry standards with a competitive advantage.
• Champion the required cultural change in the business and emphasise appropriate ways of working
• Uphold and create excitement about the Digital Transformation vision and emphasise respect for values and further alignment of individuals actions, practices and processes and its impact on our team and Customers
  
  

Deliver Always-ON Customer Experience

• Always have a “Customer” first attitude and ensure all customer queries / calls are attended to on top-priority.
• Provide the Product team with customers’ feedback to help identify potential new features or products.
• Monitor the gaps which comes in the way customer experience or internal process or system issues and continuously feedback the project teams with innovations while taking ownership to improve the product / process
• Act on customer feedback and internal stakeholders’ feedback to constantly improve the operational efficiency
• Participate in internal brain-storming sessions for development of new products and services or amendment to existing services
• Regular internal follow-ups for open customer issues and ensure that customer’s TAT is not impacted by providing alternative or workaround solutions to get the work done.
• Facilitate a customer obsession culture within and across teams for the long-term success of the brand and continuous business growth
• Ensure regular and proactive communication with the customers on all initiatives, plans and practices
• Provide insights, key learning’s and digital behavioural trends to relevant stakeholders on digital projects
  
  

Control and Governance

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• On a monthly basis review all reported incidents or risk events together with supporting investigating documents. Identify high-risk areas and create mechanisms to address risks in future.
• Ensure that adequate controls are in place and drive a culture of proactive compliance in the function.
• Determine action plans to effectively reduce and manage risk issues related to Absa Internal Audit findings, Management Assurance findings, Compliance issues, SOX requirements and operational risk.
• Ensure that there are zero findings on internal, external or regulatory audits
  
  

Role/Person Specification

Education And Experience Required

• Should preferably be a Graduate with more than 6-8 years of prior experience in a similar role
• Ability to drive change in a dynamic environment through relationship building and a customer obsession mind-set
• Demonstrated ability to quickly build trust and relationships, bridge communication gaps, resolve conflicts, and influence stakeholders at all levels
• Deep understanding of industry trends, digital transformation, data analytics, and automation to drive a proactive and anticipatory approach to operational excellence
• Ability to multitask with simultaneous projects and tasks, while demonstrating urgency, prioritization and ownership to drive issues to completion
• Strong business acumen in financial services or related industry, and a proven ability to balance strategic thinking with practical implementation skills
• Excellent project management skills and the ability to motivate teams and drive performance
• High energy and proven track record of accomplishments and results
• Strong interpersonal skills, with evidence of working in collaboration across large, complex organizations, including effective influencing skills, a proactive and 'no surprises' approach in communicating issues/requests
• Broad knowledge of applicable laws, rules, regulations, supervisory guidance, and expectations for financial institutions.
  
  

Knowledge & Skills: (Maximum of 6)

• Makes prompt clear decisions (Advanced)
• Takes responsibility for actions, projects & people (Advanced)
• Takes initiative, act confidently, works independently (Expert)
• Initiates and generates activity (Advanced)
• Keeps up to date with competitor info (Advanced)
• Relevant business and technology knowledge (Advanced)
• Displays leadership(Advanced)
• Demonstrates integrity (Advanced)required
  
  

Competencies: (Maximum of 8 competencies)

• Deciding and initiating action
• Adapting and responding to change
• Entrepreneurial and commercial thinking
• Relating and networking
• Persuading and influencing
• Creating and innovating
• Working with people

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