SME / Universal Banker - Kitengela (2-Year Fixed-Term Contract)

About the role

To provide excellent customer experience, deliver exceptional branch business growth and profitability, and observe compliance & control requirements while maintaining high bank standards.

Responsibilities

• Business Growth (60%)
  • Understand and implement business strategic initiatives for the branch to increase new business and wallet share from existing customers.
  • Have a clear understanding of all Retail and Business Banking products to satisfy customer needs.
  • Manage portfolio risks in line with the bank’s portfolio appetite.
  • Collaborate in the development and implementation of sales initiatives with other business functions (Direct sales team, Asset Finance, CIB, and Bancassurance) to maximize cross-selling and customer profiling opportunities.
  • Conduct product reviews and development through constant market feedback in conjunction with the Branch Manager, Industry heads, and products.
  • Continuously conduct market intelligence to identify new markets, customer trends, regulatory changes, and policy updates.
  • Contribute to the development of branch sales strategy.
  • Plan and coordinate marketing approaches for new business and actively develop existing relationships.
  • Grow own portfolio and cross-sell to ensure delivery of set targets.
  • Appraise and promptly address customer issues/complaints, escalating as necessary for timely resolution.
  • Ensure quality sales and new-to-bank accounts are promptly funded during customer onboarding.
  • Monitor own performance against targets and initiate action plans to address shortfalls.
  • Operationalize campaigns as required with the Branch Manager and the business.
  • Drive business targets through strict turnaround time (TAT) observance and high-level service delivery standards.
  • Avoid advising customers to open duplicate accounts or close existing accounts to move funds between branches.
  • Ensure account re-streaming is carried out in line with bank policy.
  • Create ownership of branch performance targets with the Branch Manager and align execution plans with the bank’s overall strategy (Growth, Transformation, and Returns).
• Internal Controls & Risk Management (10%)
  • Ensure adherence to Absa bank’s policies and procedures when handling products.
  • Follow all KYC & AML processes for new and existing business, ensuring proper documentation.
  • Comply with Operations Risk requirements to avoid losses from operational lapses.
  • Manage costs within your area of operation.
  • Carry out branch snap checks as assigned by the Assistant Branch Manager.
  • Ensure new business is properly booked and all income (charges, commissions, fees) is collected as per the current tariff.
  • Ensure accurate customer information is captured in the core banking system.
• Customer Experience (20%)
  • Maintain excellent customer experience at all times.
  • Achieve set TAT in account onboarding and loan processing.
  • Promptly act on customer issues/complaints, escalating as necessary for timely resolution.
  • Strictly adhere to set TAT for responding to customer queries via phone, email, or letters.
  • Keep customer data up to date.
  • Maintain branch NPS scores as per set standards.
  • Coordinate branch initiatives to gather customer feedback on service standards and advise leadership for improvements.
  • Monitor service to ensure customers are served within acceptable waiting times, planning for peak and off-peak periods.
• Capacity Building & People Management (10%)
  • Create a conducive work environment, teamwork, and effective succession opportunities with the Branch Manager, Assistant Branch Manager, and colleagues.
  • Ensure assigned e-learning and internal training activities for self and direct reports are completed within set timelines.
  • Determine and manage Training Needs Analysis and own succession planning.
  • Manage your own leave in coordination with your Line Manager.

Requirements

• Business-related degree.
• Further Education and Training Certificate (FETC) in Business, Commerce, and Management Studies (Required).

Preferred Experience

• Familiarity with various banking products and services (e.g., checking accounts, savings accounts, loans, credit cards).
• Solid track record of achieving sales targets and driving sales to meet bank objectives.

Skills

• Knowledge and Skills
  • High attention to detail and sense of urgency.
  • Flexibility and adaptability to meet job demands.
  • Ability to work under pressure and produce high-quality output.
  • Strong interpersonal skills to relate well with staff at all levels.
  • Focus on internal customer service excellence.
• Behavioral Competencies
  • Results and achievement-oriented, with a focus on measuring performance.
  • Ability to plan and monitor branch performance using defined systems and processes.
• Leadership and Management Skills
  • Ability to identify, nurture, and grow talent.
  • Capability to mentor and manage change.
  • Self-empowerment to develop open communication.
  • Teamwork and trust to support performance and customer service.
• Communication & Interpersonal Skills
  • Well-developed oral and report-writing skills.
  • Ability to work with, coach, and mentor staff.
• Negotiation & Selling Skills
  • Strong negotiator, particularly in changing behavior and work practices (win-win approach).
  • Negotiate with customers to grow customer numbers/value and product uptake.
• Personal Ethics
  • Honest, fair, just, and of high integrity.
• Relationship Management
  • Manage colleague and client relationships to ensure excellent customer experience and increase the bank’s share of wallet.
  • Conscious of and protective of the bank’s reputation.
• Technical Competencies
  • Knowledge of banking applications and spreadsheets.
  • Conceptual and analytical skills with attention to detail.
  • Ability to anticipate and mitigate risk through appropriate policies.
  • Top-notch understanding of regulatory issues, reporting, and operational requirements (e.g., CBK, KBA, KRA).
  • Good knowledge of personal and business credit underwriting and portfolio management.
  • Knowledge of International Accounting and Audit Standards and legislation.
  • Knowledge of all bank operations, processes, policies, and procedures to achieve compliance standards.