Entry Level Specialist: Customer Experience (C&B)

Absa Bank Kenya PLC is a prominent financial institution operating in Kenya, offering a wide range of banking products and services. The bank is committed to being an equal opportunity employer and actively contributes to the banking and financial services sector.

The primary objective of this position is to deliver exceptional customer experience and contribute significantly to the growth and profitability of the Islamic Banking business across Absa's branch network. The specialist is expected to strictly adhere to all compliance and control requirements, upholding the bank's high operational standards. This involves executing predefined objectives in accordance with established standard operating procedures to ensure consistent service delivery and business development.

1. Understand and implement strategic initiatives for Islamic Banking business growth, aiming to increase new business and wallet share from existing customers.
2. Maintain a comprehensive understanding of all Retail and Business Banking Islamic Banking products to effectively meet customer needs.
3. Manage portfolio risks in alignment with the bank's established portfolio appetite.
4. Collaborate with other business functions, including Direct Sales, Asset Finance, CIB, and Bancassurance, to develop and implement Islamic Banking sales initiatives, maximizing cross-selling opportunities and improving customer profiling.
5. Work in conjunction with the branch manager and industry heads to conduct product reviews and development based on continuous feedback from the market.
6. Continuously conduct market intelligence to identify new markets, customer trends, new government directives, and changes in regulatory policy.
7. Contribute to the development of the Islamic Banking branch sales strategy.
8. Plan and coordinate marketing approaches for new business and actively develop existing customer relationships.
9. Actively seek to grow personal portfolio and cross-sell products to ensure the delivery of set targets.
10. Promptly appraise and address customer issues and complaints, escalating as necessary to ensure timely resolution according to set standards.
11. Ensure quality sales and prompt funding of new-to-bank accounts within your portfolio during customer onboarding.
12. Continuously monitor personal performance against daily agreed targets for new and existing clients and initiate appropriate action plans to address any shortfalls.
13. Operationalize campaigns as required, in collaboration with the Branch Manager and the business.
14. Ensure excellent customer experience is maintained at all times.
15. Drive business targets through strict observance of Turnaround Times (TAT) and high-level service delivery standards.
16. Adhere to bank policy regarding account opening, closing, and re-streaming to prevent fund movement between similar accounts or re-opening closed accounts.
17. Collaborate with the Branch Manager to establish ownership of branch performance targets and ensure execution plans are aligned with the bank's overall strategy (Growth, Transformation, and Returns).
18. Ensure strict adherence to Absa bank’s policies and procedures when handling different products.
19. Comply with all KYC (Know Your Customer) and AML (Anti-Money Laundering) processes for new and existing business, ensuring proper documentation is in place.
20. Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
21. Manage costs effectively within the assigned area of operation.
22. Determine and manage Training Needs Analysis and personal succession planning.
23. Effectively carry out branch snap checks as assigned by the assistant branch manager.
24. Ensure new business is properly booked and all income due to the Bank, such as charges, commissions, and fees, is collected as per the current tariff.
25. Ensure accurate customer information is captured in the core banking system.
26. Ensure set TAT for account onboarding and loan processing is consistently achieved.
27. Appraise and promptly act on customer issues and complaints, escalating as necessary to ensure timely resolution.
28. Ensure strict adherence to set TAT for responding to customer queries via phone, email, or letters.
29. Ensure customer data is always up to date.
30. Maintain branch NPS (Net Promoter Score) as per the set standards.
31. In conjunction with the Branch Manager, coordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
32. Monitor service to ensure customers are served within acceptable waiting times, having a work plan for both peak and off-peak periods.
33. In conjunction with the Branch Manager, Assistant Branch Manager, and other branch colleagues, create a conducive work environment, foster teamwork, and identify effective succession opportunities to ensure maximum productivity.
34. Ensure completion of assigned e-learning and internal training activities for self and direct reports within set timelines.
35. Manage personal leave by working closely with the Line Manager.

1. A business-related degree from a recognized university.
2. Experience in Islamic banking is preferred.
3. Familiarity with various banking products and services, including checking accounts, savings accounts, loans, and credit cards.
4. Detailed knowledge of Absa Retail & Business Banking product strategy.
5. Detailed knowledge of Muslim banking culture.
6. Knowledge of the Islamic Banks competitor landscape and processes.
7. Understanding of Shariah Law, Shariah Board, and Shariah Audits.
8. Knowledge of Islamic Financial instruments.