Universal Banker – Diani

Absa Bank Kenya PLC is a leading financial institution in Kenya, part of the Absa Group, offering a wide range of banking and financial services. Founded in 1916, it focuses on growth, transformation, and returns.

The Universal Banker at Absa Bank Kenya PLC is tasked with offering expert guidance and assistance in sales and distribution, adhering to established rules to mitigate risks in line with scheme and policy conditions. The position focuses on executing predefined objectives according to agreed Standard Operating Procedures (SOPs). A core aspect of the role is to ensure an outstanding customer experience, contribute to significant branch business expansion and profitability, and uphold compliance and control requirements to maintain the bank's high standards.

1. Understand and implement strategic business initiatives to increase new business and market share from existing customers.
2. Possess a clear understanding of all Retail and Business Banking products to meet customer needs.
3. Manage portfolio risks in alignment with the bank's risk appetite.
4. Collaborate with other business functions (Direct sales team, Asset Finance, CIB, Bancassurance) to maximize cross-selling and improve customer profiling.
5. Conduct product reviews and development with the branch manager, industry heads, and product teams, based on market feedback.
6. Continuously perform market intelligence to identify new markets, customer trends, government directives, and regulatory policy changes.
7. Contribute to the development of the branch sales strategy.
8. Plan and coordinate marketing approaches for new business and actively develop existing customer relationships.
9. Actively grow your own customer portfolio and cross-sell products to achieve set targets.
10. Promptly appraise and address customer issues and complaints, escalating as necessary for timely resolution according to standards.
11. Ensure quality sales and new-to-bank accounts within your portfolio are funded promptly upon customer onboarding.
12. Continuously monitor personal performance against daily targets for new and existing clients and initiate action plans for any shortfalls.
13. Operationalize campaigns as required with the Branch Manager and business units.
14. Always ensure excellent customer experience.
15. Drive business targets by strictly observing Turnaround Times (TAT) and high-level service delivery standards.
16. Avoid advising existing customers to open similar accounts in their respective branches to move funds.
17. Do not close existing accounts in your branch or domiciled elsewhere to reopen similar accounts.
18. Ensure account re-streaming is carried out in line with bank policy.
19. Work with the Branch Manager to create ownership of branch performance targets and align execution plans with the bank's overall strategy.
20. Adhere to Absa bank's policies and procedures when handling products.
21. Comply with all KYC (Know Your Customer) and AML (Anti-Money Laundering) processes for new and existing business, ensuring proper documentation.
22. Ensure compliance with Operations Risk requirements to prevent losses from operational lapses.
23. Manage costs within your area of operation.
24. Effectively carry out branch snap checks as assigned by the assistant branch manager.
25. Ensure new business is properly booked and all due income (charges, commissions, and fees) is collected as per the current tariff.
26. Capture accurate customer information in the core banking system.
27. Maintain excellent customer experience at all times.
28. Achieve set TAT for account onboarding and loan processing.
29. Promptly appraise and act on customer issues/complaints, escalating for timely resolution.
30. Strictly adhere to set TAT for responding to customer queries via phone, email, or letters.
31. Ensure customer data is always up to date.
32. Maintain branch NPS (Net Promoter Score) as per set standards.
33. Coordinate branch initiatives with the Branch Manager to gather customer feedback on service standards and advise leadership for improvements.
34. Monitor service to ensure customers are served within acceptable waiting times, with a work plan for both peak and off-peak periods.
35. Collaborate with the Branch Manager, Assistant Branch Manager, and other colleagues to foster a conducive work environment, teamwork, and effective succession opportunities for maximum productivity.
36. Complete assigned e-learning and internal training activities for self and direct reports within set timelines.
37. Determine and manage Training Needs Analysis and personal succession planning.
38. Manage personal leave in coordination with your Line Manager.

1. Bachelor’s degree from a recognized university.
2. Further Education and Training Certificate (FETC) in Business, Commerce, and Management Studies.
3. Familiarity with a range of banking products and services, including accounts, loans, and credit cards.
4. Demonstrated ability to achieve sales targets and drive sales performance.
5. Exceptional attention to detail and a strong sense of urgency.
6. High degree of flexibility and adaptability to meet demanding job requirements.
7. Capability to perform effectively under pressure and strict deadlines while maintaining high-quality output.
8. Strong interpersonal skills, enabling effective interaction with staff at all levels.
9. Commitment to delivering excellent internal customer service.