Agency Banking Operations Supervisor at Absa
Empowering Africa’s tomorrow, together…one story at a time.
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.
Recommended:
Job Summary
• To oversee and ensure the efficient management of agency banking operations.
• To supervise daily activities related to recruitment, training, and activations within the agency banking team.
• Manage transaction processing, dispute resolution, reconciliation, and reporting.
• To ensure compliance with regulatory requirements, agency banking policies and procedures, and service level agreements.
• To resolve discrepancies in agency banking operations to maintain operational integrity.
Job Description
Job Responsibilities
Operational Oversight
70% of the total time
- Prepare monthly financial performance reports of Agency Banking Channel and distribute on time to the relevant stakeholders including regulatory reports.
- Supervise daily agency banking activities ensuring smooth operations of the agency banking channel.
- Monitor and ensure the resolution of all transaction-related issues, including discrepancies, customer complaints, and system errors
- Coordinate with branch agent’s champions to resolve any operational challenges or issues they may encounter.
- Work closely with other key stakeholders of the bank such as branches, Workplace Banking, Operations, digital channels, Technology, Retail Credits, Marketing and third-party vendor and third part vendor to ensure there is broad understanding of agency banking services and all its related issues are resolved timely.
- Conduct monthly agent performance review and identify shortfalls and inactive agents for visitation and support.
- Ensure agent champions are sharing visitation plans and call reports upon agent visitation to identify any issue arising from the agents.
- Ensure all approved agents are trained, branded and activated by branch agent’s champions.
- Lead, train, and mentor the agency banking champions team to improve performance and enhance customer service.
- Close monitoring and manage productivity of both agents and agent champions to ensure effective operations based on daily performances.
- Ensure uptime of agency banking system and incident/risk event reporting in case of system malfunction.
- Ensure that agency banking systems are functioning properly and collaborate with IT teams for system upgrades, troubleshooting, and maintenance.
- Tracking and keeping stock of all Marketing related collaterals including productions, distributions to agents through branches.
Governance and Control
20% of the total Time
- Carry out agent risk assessments, snap checks, monitor compliance and safe operations of the agents as per BOT guidelines and agency banking policy and procedure manual.
- In collaboration with head of Agency Banking, identifying potential operational risks and implementing effective strategies to mitigate, ensuring the continuous improvement of processes and minimizing disruptions to operations.
- Complete monthly Key Risk Indicators, Agency banking Risk registers and escalation of conduct risk related to Agency Banking.
- Review a customer satisfaction survey to identify channel related issues. Create action plans and implement changes to address such issues.
- Monitor adherence to agreed sales processes by conducting regular walk-through audits and checking documentation requirements.
- Monitor and enforce strict adherence to anti-money laundering (AML), fraud prevention, and other regulatory measures.
- Ensure agency banking training attestations are collected from branches.
- Tracking on the resolution of issues picked to have gone beyond the agreed thresholds from monthly KRI report.
Product Training
10% of the total Time
- Ensure agents receive regular training on compliance, risk management, fraud prevention, customer service, and the bank’s operational procedures.
- Lead, train, and mentor the agency banking champions team to improve performance and enhance customer service.
- Coordinate for agency banking awareness session on agents WhatsApp group and other platforms.
Risk and Control Objective
- Ensure the efficient and secure operation of banking activities through agents, minimizing risks, and ensuring compliance with policies and regulations.
- Complete monthly Key Risk Indicators, Agency banking Risk registers and escalation of conduct risk related to Agency Banking.
Technical skills / Competencies
- Minimum of 2-3 years of experience in agency banking or a related financial services role, with at least 1-2 years in agency banking operations.
- Experience with transaction processing, reconciliation, and financial reporting in an agency banking environment.
- Having in-depth knowledge on banking regulatory framework and guidelines on Agent Banking
- Proficiency in using specialized agency banking platforms that connect agents with the bank’s central system for real-time data synchronization and transaction management, Microsoft Office Suite (especially Excel, power points), and other financial management tools.
- Having excellent oral and written skills as well as sound computer literacy
- Expertise in the use of fraud monitoring and detection systems that alert the supervisor to unusual or suspicious activities within the agency network.
- Competence in using financial management tools to generate reports, track transaction volumes, and evaluate financial performance of agency banking operations.
Knowledge, Expertise and Experience
Essential
- Having in-depth knowledge on banking regulatory framework and guidelines on Agent Banking
- A detailed understanding of service offerings in the wide financial services industry related to Agency Banking proposition and strategic partnerships to drive innovations.
- Expertise in cash handling, liquidity management, and reconciliation of agent accounts to ensure smooth operation and prevent discrepancies or shortages.
- Detailed knowledge of consumer behavior, marketing techniques and evolving trends.
Preferred
- A person already holding experience in Agency Banking Operations
Absa Values
Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
- Trust
- Resourceful
- Stewardship
- Inclusion
- Courage
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
How to Apply:
To submit your application, please follow the link provided below.
Mortgage Sales Officer at Absa
Empowering Africa’s tomorrow, together…one story at a time.
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
Based in Head Office, will have responsibility for selling products, servicing customer and manage pioneers on a proactive and reactive basis. The role holder will be required to meet minimum performance standards across service and sales meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named office, but the role holder will be expected to work in and support other departments as and when required. The role operates using pre-programmed systems and well-defined procedures, but there may be times when the role holder must address unforeseen situations, escalating to more senior level as appropriate.
Job Description
Main accountabilities
- Develop and execute strategies to achieve mortgage sales targets.
- Identify and engage potential clients through various channels, including referrals, partnerships with developers, and direct marketing.
- Conduct needs assessments and recommend suitable mortgage products to customers.
- Provide guidance on application processes, eligibility criteria, and documentation requirements.
- Ensure timely follow-ups and updates to customers throughout the application process.
- Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards
- Building relationships with existing customers to pro-actively anticipate and address future customer needs and identify sales opportunities.
- Cross-sell appropriate customer needs related products face to face
- Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the product.
- Assist customers in completion of Bank stationary, forms etc.
- Introduce customers to appropriate product/segment specialists
- Undertake in-bound and out-bound marketing, enough mortgage brochures, special campaigns, promotions etc.
- Deal with handling complaints.
- Works to achieve service and sales targets
- Maintain statistics and monitor progress of target reporting
- Ensure on boarding process and relationship deepening.
- Delivering an individual assigned financial target on local business
Portfolio Management: 20%
- Maintain a healthy mortgage portfolio by monitoring loan performance and managing risks.
- Conduct regular reviews of customer accounts to identify opportunities for cross-selling or refinancing.
- Address delinquent accounts and collaborate with the Collections team to resolve repayment issues.
- Analyse portfolio trends to provide insights and recommendations for growth and risk management.
- Prepare and present portfolio performance reports to management.
- Ensure all mortgage sales and portfolio activities comply with regulatory and internal policies.
- Conduct thorough due diligence to minimize credit and operational risks.
- Keep up-to-date with industry trends, regulatory changes, and market conditions impacting the mortgage business
- Work closely with the Retail Credit Unit and Risk Control Unit team to ensure seamless processing of applications.
- Collaborate with marketing teams to develop campaigns promoting mortgage products.
- Support training initiatives for sales members or other departments on mortgage products.
- Ensure timely renewal of property insurance policies for all mortgage clients to maintain adequate coverage.
- Work closely with Bancassurance and PSA property Insurance to make follow up with customers and insurers for renewal and to confirm insurance compliance and update records accordingly.
- Coordinate the renewal of property valuation reports as per policy requirements to assess the current value of mortgaged properties.
- Liaise with approved valuers to ensure timely and accurate reporting, maintaining compliance with regulatory and institutional standards
- Maintain statistics and monitor progress of target reporting.
Risk and Controls Objectives
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
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
- Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
- Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
- Continuous and proactive engagement with regulatory bodies, unions where applicable
- All mandatory training completed to deadline
Be seen/heard doing/being…………
In an Operations context:
- Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice, etc., sharing it with colleagues and applying it to day-to-day operations.
- Supporting, and where appropriate leading, effective client meetings; understanding and owning the customer’s goals, promoting the full range of Absa products, and continuously developing long-term loyalty to the brand.
- Planning and effectively managing their schedules and time to invest in high value activities, building in buffer zones to cover ad-hoc activities.
In a People context.
- Actively seeking feedback on their own performance from others and taking action to develop and improve their own capabilities.
- Actively contributing to the development of a “team culture” across the Branch, including the Specialist sales teams.
- Being responsive to colleague queries and requests for support.
Have the following impact on………….
Customers:
- Experience a consistently high standard of well-integrated customer service across all Network and Specialist propositions.
- Feel important, appreciated and that their needs are understood.
- Feel confident that Absa can make and save their money.
- Will readily sign up to appropriate, additional Absa’ products and services when offered and will recommend others to Absa based on their experience.
Colleagues:
- Collaborate with him/her routinely and naturally and treat them as a valued member of the Branch team.
- Demonstrate confidence in the role holder as a colleague.
The Business:
See a motivated, high performing Branch team, working as one with their branch and operations colleagues, to achieve, and often beat, their plans and goals.
Read Also:
Technical skills / Competencies
Skills & Competencies
What does the role holder need to be able to do/be good at doing?
- Keyboard skills to operate relevant Customer Systems
- Basic numeracy for maintaining sales records
- Tact and diplomacy
- Empathy
- Communication skills particularly oral
- Presentation skills
- Networking
- Commercial Awareness
- Building Relationships quickly
- Effective interpersonal skills (effective questioning and active listening)
- Service Excellence
- Personal Drive
- Ability to plan and organise
Knowledge, Expertise and Experience
Experience
What does the role holder need to have done before?
- Operated in a customer facing role where service is paramount
- Experience in service and sales environment
- Has experienced a target driven role
Knowledge
What does the role holder need to know/know about and/or be qualified in?
- Awareness of Banking products, tariffs and services and knowledge of bank systems
- Customer service standards
- IT literate
- Sales standards in line with regulation
- Competitor information in relation to products and service
- Fully conversant with all Personal Sector products/services/tariffs
- Detailed knowledge of relevant Customer systems to sell
- Good knowledge of Bank’s internal systems
- Awareness of Group Services e.g. Absa card, Credit Scoring Unit and Central Operations Processing
- A detailed knowledge of the Bank’s Account Opening Policies and Procedures
Other requirements specific to the role:
- Courtesy when dealing with a range of customers
- Initiative required to satisfy customer needs and seize sales opportunities
Training requirements specific to the role
Sales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in account opening, and various bank systems. Also:
- Mortgage officer’s Course
- Sales & Marketing Course
- Credit Scored Personal Lending Products
- Account Opening Procedures
- Know Your Customer
Absa Values
Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
- Trust
- Resourceful
- Stewardship
- Inclusive
- Courage
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
How to Apply:
To submit your application, please follow the link provided below.
