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**Career Opportunity: Operations Business Manager**
**Introduction:**
At Absa, we are committed to empowering Africa’s future by shaping stories of success, one step at a time. With a legacy spanning over a century and a strong presence as a local bank with global expertise, joining our family offers you the chance to be part of an exciting growth journey, to redefine our future, and to shape the destiny of a proudly African group.
**My Career Development Portal:**
No matter where you are in your career journey, we are here to support you. Explore opportunities to design your future, access cutting-edge guidance, tools, and support to unlock your potential. You are Absa. You are possibility.
**Job Summary:**
We are seeking a dynamic individual to drive exceptional operational business performance by providing efficient business management, strong leadership, team development, and achieving operational excellence in branches with up to 25 staff members or those catering to single customer categories. The incumbent will play a crucial role in ensuring the robustness of controls, providing exemplary customer service, and actively contributing to our TRANSFORM program.
**Job Description:**
**Main Accountabilities:**
**Sales (20%):**
– Cultivate relationships with existing customers to anticipate and address their future needs, identifying sales opportunities.
– Cross-sell appropriate products to customers.
– Ensure customer servicing initiatives meet predetermined standards.
– Assist customers with banking-related paperwork and forms.
– Participate in in-branch marketing initiatives and promotions.
– Handle customer complaints in the banking hall.
– Support community engagement activities to enhance Absa’s local business profile.
– Monitor and report on sales and service targets.
**Business Management (5%):**
– Maintain statistics and monitor progress of target reporting.
**Customer Service (60%):**
– Take ownership of customer queries and complaints resolution.
– Analyze monthly query and complaint trends and develop action plans to prevent recurrence.
– Ensure all customer contact points meet the highest service standards.
– Manage banking hall traffic effectively, directing customers to appropriate service channels.
– Monitor customer service levels and cashier performance.
– Interact with internal service providers to ensure efficient service delivery.
**Administration (5%):**
– Conduct systems administration tasks.
– Provide feedback on the performance of external service providers.
**Contribution to the Team (10%):**
– Provide cover for Branch Operations Manager/Team Leader.
– Offer constructive feedback and share knowledge with team members.
– Deputize for Branch Ops manager/Team leader if required.
**Risk and Control Objective:**
– Act as crisis coordinator during major issues.
– Review risk and compliance profiles regularly and provide support to Managing Director.
– Adhere to Absa’s policies and procedures.
– Stay updated on regulatory changes and industry trends.
– Complete mandatory training on time.
**Technical Skills/Competencies:**
– People Management
– Communication and Presentation
– Business Management
– Performance Management
– Resource Management
– Cultural and Change Management
– Planning
– PC Skills
**Knowledge, Expertise, and Experiences:**
– In-depth understanding of technical support systems.
– Familiarity with Absa Tanzania’s retail strategy and risk policies.
– Comprehensive knowledge of people management and banking procedures.
– Formal training in various areas related to branch management.
– Excellent operational experience and cash management skills.
**Key Issues Over the Next 12 – 24 Months:**
– Prioritize branch customer service excellence.
– Provide support to the Branch Operations Team Leader as needed.
**Additional Criteria/Qualities:**
– Passion for branch performance.
– Integrity and decisiveness.
– Commitment to personal development.
**Absa Values:**
– Trust
– Resourcefulness
– Inclusion
– Courage
– Stewardship
**Education:**
– Higher Certificates and Advanced National (Vocational) Certificates in Business, Commerce, and Management Studies (Required)