Lounge Operations Manager

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• Assist the Head of Relationship manager in managing the performance of Premier Banking in terms of sales and service through delivering of excellent customer service, sales origination and transactional processing

• Demonstrate advanced product knowledge and in-depth understanding of the policies and processes

• Monitoring of the delinquency list

• Coach team on adherence to compliance and operations risk controls in accordance with the company and regulatory standards, policies and practices.

• Enhance staff engagement, teamwork and promote a learning culture

• Ensure that the premises are reflective of the standard

Job Description

Operations and control

Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit for Premier / Prestige banking

Comply with all relevant legislations and regulatory guidelines, policies, processes and procedures e.g. Financial Intelligence and Anti Money Laundering Act, Code of Banking Practice, Fraud prevention and money laundering procedures, Minimum Operating Standards, Branch & Cash Operations Guidelines, End to End Cash Management, etc;

Participate in systems administration and adhere to the group IT security policies.

Ensure that Lounge Security standards and procedures are adhered to;

Act as BCM Business Unit Owner / Deputy for segments in line with the bank's BCM framework, processes, policies and BCC Statement of Responsibility

Responsible for management of the vault and all cash supplies and reconciliation of the tills as well as cash sorting and repatriation in branches

Ensure that the all HRR and PEP reviews for all segments are completely within timeframe

Ensure that all procedures and guidelines including WC, RSM and adverse media/ google search are adhered to for opening of accounts and application of credit facilities.

Ensure no failure as regards to the procedure for FATCA and CRS

Snap checks to be performed in lounges

Management of Delinquency list

People Management

Build and develop a high performing team through performance development plans & coaching. Ensure that team members are developed to achieve their maximum potential.

Management of leave planning

Provide training to new recruits and newly promoted staff

Identify training needs of the team and effectively support their personal development.

Drive initiatives to promote staff engagement and team spirit

Ensure that the team to participate actively in all Retail activities and Premier events

Sales and service

Ensure excellent service delivery throughout the customer journey and work collaboratively with colleagues to enhance customer experience index

Assist Head of relationship management to develop and implement sales strategies to deepen product detention within existing customer base, promote cross selling opportunities and increase market share towards overall achievement of Retail performance objectives.

Participate in the segments initiatives to achieve Retail objectives

Promote use of remote and digital channels

Manage complaints in accordance with policies with an excellent turnaround time and ensuring proactively and timely solutions provided to customers.

Self

Agree performance development objectives with the line managers

Pursue self-development to increase personal effectiveness acknowledging strengths and areas for development.

Team Working

Share knowledge experience and best practice with other team members;

Work cross functionally with the key service providers to ensure seamless service to our customers;

Depending on business contingencies, you may be called upon to perform other duties assigned to you by management

Education

Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)

R-15978035