Area Sales Manager – Lead Generator, Nairobi Region
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Job Summary To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed
sales targets.
Job Description
SUPERVISION OF LEAD GENERATORS TIME SPLIT 40%
- Act as enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales
- Through delegation to the Lead Generators, achieve set annual sales targets. Monitor the performance of the Lead Generators on a daily, weekly, quarterly and annual basis and provide coaching and feedback on how to improve performance
- Agree individual targets with the team members for products, assets, liabilities and campaigns.
- Manage daily attendance levels within the team in compliance with the relevant HR policies, including the management and approval of leave within the team.
- On a daily basis, monitor the movement of the Lead Generators to ensure that planned meetings or activities are being carried out in the field
- Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes
- Identify training needs of the team and arrange for these needs to be met through on-the-job coaching and formal training
- Communicate a summary of the training needs to the Regional Sales Managers at least annually. Ensure that the planned learning interventions take place particularly for compulsory training
- Sit for Lead Generator interviews based on shortlist provided by Regional Sales Managers, HR and Resource Coordinator.
- Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses
- Sit for disciplinary hearings for misconduct or incapacity charges together with HR
- Ensure that Lead Generators understand the compensation plans in place
SUPERVISION OF SALES ACTIVITIES TIME SPLIT 30 %
- Supervise product promotion campaign aspects by distributing material to Lead Generators. Cascade key messages, including training for products to staff members, including training on new application forms
- Monitor sales performance on a daily, weekly and monthly basis and provide results to the Regional Sales Managers
BUSINESS EXPANSION TIME SPLIT 10 %
- Work with Regional Sales Managers to unlock sales in companies through sales activations and financial trainings
- Work with the sales teams and Regional Sales Managers to bring leads on new company sign ups
OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS TIME SPLIT 10 %
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.”
- Ensure accuracy of each new account application, loan document, Barclaycard application and all other customer documents. Lead Generators are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
- Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
- Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
- Effective leave management of LGs in the team to manage branch costs
- Effective management of reporting of LGs and prompt notification of any unexplained absences
- Effective exit management
- Effective management of performance records and use of LG Management tools to monitor performance and sales activities
CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM TIME SPLIT 5%
- Share knowledge and experience with other Sales Managers in the team.
- Provider cover for other Sales Managers in case of excessive workload or absence.
- Share knowledge and experience and best practice with team members, Lead Generators and the broader business
Deputize for the Regional Sales Manager when required.
PERSONAL DEVELOPMENT TIME SPLIT 5%
- Agree annual performance objectives with the Regional Sales Manager, including specific sales targets.
- Pursue continued improvement in personal development by participating in development programs and training.
Education Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Provide powerful leadership in the branch to deliver exceptional branch business growth and profitability.
• Drive implementation of business and service strategies, deliver Retail and Business Banking performance and growth targets in the branch.
• Maintain high level of bank standards and management controls to achieve operational & Controls rigor excellence, through strict adherence to operations and compliance policies and guidelines.
• Establish a high-performance culture amongst the branch team.
Job Description
Key Accountabilities (Duties & Responsibilities) and approximate time split
Business Growth – Time Split 60%
- Implement business strategic initiatives, create ownership of the branch performance targets. Agree branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
- Diligently monitor branch business performance and make adjustments to the execution strategies accordingly.
- Manage branch portfolio risks in line with the bank’s portfolio appetite.
- In conjunction with the regional manager and products development, conduct product review and product development through constant feedback from the market.
- Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, Bancassurance, Lead generation team to maximize on cross selling opportunities.
- Conduct market intelligence to identify new market opportunities, customer trends, existing geographical strength, emerging government directives and changes in policy by regulators.
- Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
- Harness existing staff potential and create new competencies in order to achieve competitive advantage.
- Lead the branch team to achieve its customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals and acquisitions. Support will include Achieving branch sales targets as well as participating and leading sales activations
- Establish firm relationships with Top 200 clients and business influencers in the local area.
- Provide regular feedback to staff (individual/corporate) on performance (Sales, NPS etc.).
- Provide clear direction and guidance to branch staff on business objectives, translating and prioritizing them into business performance measures at branch level.
- Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies.
- At all times, ensure branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes opening and closing branch batch on the core banking system.
- Branch must maintain the look and feel as per the Absa bank standards.
- Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
- Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
- Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
- In conjunction with the Branch Operation Lead – BOL, you are responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
- Branch expenditure.
- Equipment maintenance.
- Overtime approvals.
- Stationery consumption, telephones, electricity, water, travel etc.
- Staff costs
- Sundry losses
- Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
- Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
- Ensure that relevant approvals for all transactions are sort at all times as guided in the laid down policies.
Internal Controls, Governance, Processes & Procedures – Time split 15%
- Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies through the BOL.
- At all times, through the BOL, ensure branch is compliant with all regulatory requirements i.e. opened and closed within the approved regulatory timelines, all approved licenses are in place and up to date etc.
- Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
- Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
- Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
- Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
- Branch expenditure.
- Equipment maintenance.
- Overtime approvals.
- Stationery consumption, telephones, electricity, water, travel etc.
- Staff costs
- Sundry losses
- Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
- Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
- Ensure that relevant approvals for all transactions are sort at all times as guided in the laid down policies.
- Ensure all fees and commissions due to the bank are collected.
- Drive quality sales through actioning of unfunded accounts, uncollected credit cards and delinquency.
- Ensure Data privacy policies are adhered to at the branch at all times.
Customer Experience: Time split 15%
- Branch must maintain the look and feel as per the Absa bank standards.
- Ensure excellent customer experience is maintained at all times.
- Ensure set TAT is achieved at all times.
- Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
- Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
- Ensure customer data is up to date.
- Ensure branch NPS score are maintained as per the set standards.
- Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
- Provide leadership around customer experience at the branch.
- Monitor the counter service to ensure customers are served within acceptable waiting time.
Capacity Building & People Management; Time split 10%
- Build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork, regular duty rotations and effective succession opportunities to ensure maximum productivity.
- Help in resource planning, setting performance objectives and measures of success for direct reports and providing regular feedback on performance.
- Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of branch staff.
- Effectively manage, mobilize and coordinate branch resources (Staff, equipment, safe environment etc.) to achieve the common goals.
- Ensure the assigned e-learning and internal training activities for self and direct reports is undertaken within set timelines.
- Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff.
- Manage performance/disciplinary issues/grievances for branch staff.
- Management of leave/sickness
Role/person specification
Preferred Qualification
University degree in a relevant discipline, post graduate qualifications will be an added advantage.
Preferred Experience.
- At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.
- Prior experience in the banking industry; including experience in supervisory or managerial positions.
Knowledge and Skills
- Strong leadership, managerial, and interpersonal skills necessary to effectively lead and motivate teams, collaborate with stakeholders, and drive change within the branch.
- Strong leadership and Managerial Skills.
- Demonstrate effective communication skills, problem-solving abilities, and the capacity to motivate and develop staff.
- A solid understanding of financial products and services offered by the bank.
- knowledgeable about lending procedures, investment options, regulatory compliance, risk management, and customer relationship management.
- A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales target set by the bank.
- A good understanding of banking regulations, compliance requirements, and risk management practices to ensure that the branch operates within legal and ethical boundaries.
- Up to date knowledge of competitor and market activity in local area
- Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments.
Ideal Job Competencies
Technical Competencies
Technology Skills; Knowledge of computerized banking applications and spreadsheets
Conceptual and analytical skills; Ability to quickly grasp and understand systems and keen to details.
Risk management; Ability to anticipate and mitigate risk by implementing appropriate risk management policies for the bank
Compliance and Regulatory Framework; Top incision understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KBA, KRA etc.
Basic Credit Skills; Good knowledge of personal and business credit underwriting and portfolio management.
Audit standards & Legislation; Good knowledge of International Accounting and Audit Standards, and Legislation
Knowledge of Banking and Business Operations; Knowledge of all the Banks operations and processed and excellent knowledge of bank policies and procedures to consistently achieve the required compliance standard.
Behavioral Competencies
Results and achievements oriented; Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he/she leads to optimize employee productivity. Ability to effectively plan and monitor the branch performance using defined system and processes.
Leadership and Management Skills; Ability to identify, nurture and grow talent for self and others. Capability to mentor and manage changes. Self-empowerment to enable development of open communication. Teamwork and trust that are needed to support performance and customer service-oriented culture.
Communication & Interpersonal Skills; Well-developed oral and report-writing skills, ability to work with, coach and mentor staff.
Negotiation & Selling Skills; Must be a good negotiator, particularly in changing behavior and work practices but always win/win. Negotiate with customers on product offering to grow customer numbers/value and product uptake.
Human Resource Management Skills: Leadership skills, team building and ability to train, develop, lead and build motivated teams.
Personal Ethics; Must be honest, fair, just but firm with self, and of high integrity.
Relationship Management: Managing colleague and client relationships so as to ensure excellent customer experience leading to value add to the customer and increase in the Banks share of wallet.
Conscious of banks reputation; Protect and enhance the banks reputation.
Key stakeholders that the position holder will need to liaise/work with to be successful in this role.
Internal & External
- All branch staff.
- All other Departments
- Other bank staff (Internal customers
- Other Local banks
- Customers (Internal & External)
- CBK
- Kenya Bankers Association
- Kenya Revenue Authority
- Service providers
Decisions the position holder is empowered to make:
- Empowered to make managerial decisions.
- Sign transactions within the approved limits
- Discretion on resource allocation within the branch under approved headcount for optimum productivity.
- Approval on costs within set budgets e.g. taxi expenses, staff catering expenses.
- Payment and receiving of transactions up to authorized limits.
- Approval of staff leave.
Work Cycle and Impact:
- In charge of branch strategic initiatives
- Branch leave management.
- Review and testing of offsite bank keys.
- Management of E-Learning for self and other branch staff.
- Ensure that Snap checks are undertaken strictly as per the laid down bank procedures (Monthly, quarterly, annually)
- Routine testing of control application and effectiveness
Education Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)
