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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.
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Job SummaryAccountabilities
Leading a team of cash and service colleagues
Responsible for opening and closing procedures for the branch area as per current procedures
Perform quality checks on note counting equipment by using the applicable Test pack.
Test pack to include fit, unfit and counterfeit banknotes as described in the Minimum standards issued by the South African Reserve Bank (SARB.)
Regulate the Treasury workflow, i.e. Determine cash flow within branch/area and placement of cash within other areas as per forecast within Tactix requirements
Ensure cash orders received from clients such as Hub and Spoke in order for ATM custodians to replenish ATM’s. Ensure correct orders are paid to correct custodian.
Maintaining effective End of Day Controls in the cash environment, i.e., bundle check, balancing of accounts and cash counts
Ensure correct safeguarding procedures with regards the physical cash and counting are always followed.
Assist within branch by resolving client queries and complaints.
Managing of custodian for ATM & GBRU and maintaining processes and compliance
Client contract regarding shortage / surplus and assist within branch if required
Responsible for RIB foreign exchange administration and balancing and actioning of set listings on a daily, weekly, monthly basis
Effective stock management, ordering and clearance of foreign banknotes (in liaison with International Banking team) to ensure customer service delivery and branch limits controls
Ensure cost effectiveness in managing foreign banknote ordering/clearances and related logistics
Manage capacity of staff through recruitment of permanent as well as temporary staff and planning of leave.
Coordinate employees training and identify developmental needs and ensure these are acted upon. Ensure all staff are competent through completion of all required compliance training
Establish and maintain effective communication channels and correspondence processes between employees.
Establish and maintain a succession plan for the team.
Minimise operational losses by controlling and Managing adherence:
Create awareness amongst staff of control measures to prevent theft and fraud and ensure that control measures are implemented on a continuous basis
Monitor and control all tasks, procedures and processes of staff (e.g. key registers, Mandates, key policy and security measures), on a continuous basis.
Ensure positive branch assurance outcome, ensure adherence to cash limits as well as cash management and Control expenditure. This includes walking through to the Tellers to ensure that they adhere to the set safe limits
Coach team members on all the processes and controls that they have to execute in their daily work and ensure that they understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team Members to see if control requirements are being adhered to.
Coach the team members on areas for improvement and highlight major failures to the manager of the area.
Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews.
Identify losses due to processing errors or internal fraud in the branch
Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date.
Ensure that team members read Circulars that are relevant to the area and answer questions they may have.
Ensure that all team members understand the control requirements related to physical and systems access control and information security. Ensure access to systems have been revoked and the necessary procedures have been followed to receive keys /PINs
Complete necessary documentation for clearing as per the policy. Prepare, pack and tag bags under dual control as per Policy, bag limits and within prescribed policy and procedure.
Confirm clearance to SBV on the Cash ordering system on BTP
Ensure effective management of cash in the Treasury department.
Ensure sufficient money to supply client demands within the security limit of the branch.
Adhere to the international banking products manuals on the ABSA Intranet which refers to the adherence to regulatory, legislative and procedural requirements. Communicate these to team members to ensure they adhere to them as well. Ensure adherence to statutory, regulatory, legislative and Absa compliance requirements by following stipulated policies and procedures.
Build effective working relations with all Strategic Business Units (SBU) by providing a complete service to customers.
Encourage employees to promote the use of alternative delivery solutions channels to customers.
Ensure follow up procedures are in place to meet the required SLAs.
Ensure the knowledge of employees is kept up to date on Absa’s product range.
Implement the prescribed process to ensure the recovery of all manual fees in terms of the pricing manual.
Act as backup for other team members in case of absence or during peak times.
Work closely with CBOR and Operational Consultants to ensure the effective upkeep of health of business
Identify opportunities to collaborate with SBUs to identify opportunities to improve business performance
Perform all other duties as reasonably assigned.
Job Description
Job Purpose:
- To drive and deliver exceptional Retail and Business Banking performance, through powerful branch leadership, team development, excellent customer experience and achievement of Operational & Controls rigor excellence in branches.
- 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.
Key Accountabilities
Business Growth – 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 – 15%
- Ensure proper controls, processes & procedures are adhered to at all time 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- 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 – 10%
- Have no repeat audit findings and do snap checks within SLA
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
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
Absa Bank Kenya is an equal opportunity, affirmative action employer. Preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
***Application Deadline – 16th January 2026***
