Specialist Cust Service & Host Manager

at  Absa Bank Limited

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.
Job Summary
To maximise the customer experience by ensuring that continuous quick and efficient service is delivered to all Cash Customers through mentoring, coaching and developing staff within Hub and Spoke, The process requires careful daily coordination, cash planning (including foreign exchange/banknotes), forecasting and management and would need to use a nodal optimization tool to ensure most effective cash management. Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Job Description
Key accountabilities

Leading a team of cash and service colleagues

• Responsible for opening and closing procedures for the branch area as per current procedures
• Perform quality checks on note counting equipment by using the applicable Test pack.
• Test pack to include fit, unfit and counterfeit banknotes as described in the Minimum standards issued by the South African Reserve Bank (SARB.)
• Regulate the Treasury workflow, i.e. Determine cash flow within branch/area and placement of cash within other areas as per forecast within Tactix requirements
• Ensure cash orders received from clients such as Hub and Spoke in order for ATM custodians to replenish ATM’s. Ensure correct orders are paid to correct custodian.
• Maintaining effective End of Day Controls in the cash environment, i.e., bundle check, balancing of accounts and cash counts
• Ensure correct safeguarding procedures with regards the physical cash and counting are always followed.
• Assist within branch by resolving client queries and complaints.
• Managing of custodian for ATM & GBRU and maintaining processes and compliance
• Client contract regarding shortage / surplus and assist within branch if required
• Responsible for RIB foreign exchange administration and balancing and actioning of set listings on a daily, weekly, monthly basis
• Effective stock management, ordering and clearance of foreign banknotes (in liaison with International Banking team) to ensure customer service delivery and branch limits controls
• Ensure cost effectiveness in managing foreign banknote ordering/clearances and related logistics
• Manage capacity of staff through recruitment of permanent as well as temporary staff and planning of leave.
• Coordinate employees training and identify developmental needs and ensure these are acted upon. Ensure all staff are competent through completion of all required compliance training
• Establish and maintain effective communication channels and correspondence processes between employees.
• Establish and maintain a succession plan for the team.

Minimise operational losses by controlling and Managing adherence:

• Create awareness amongst staff of control measures to prevent theft and fraud and ensure that control measures are implemented on a continuous basis
• Monitor and control all tasks, procedures and processes of staff (e.g. key registers, Mandates, key policy and security measures), on a continuous basis.
• Ensure positive branch assurance outcome, ensure adherence to cash limits as well as cash management and Control expenditure. This includes walking through to the Tellers to ensure that they adhere to the set safe limits
• Coach team members on all the processes and controls that they have to execute in their daily work and ensure that they understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team Members to see if control requirements are being adhered to.
• Coach the team members on areas for improvement and highlight major failures to the manager of the area.
• Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews.
• Identify losses due to processing errors or internal fraud in the branch
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date.
• Ensure that team members read Circulars that are relevant to the area and answer questions they may have.
• Ensure that all team members understand the control requirements related to physical and systems access control and information security. Ensure access to systems have been revoked and the necessary procedures have been followed to receive keys /PINs
• Complete necessary documentation for clearing as per the policy. Prepare, pack and tag bags under dual control as per Policy, bag limits and within prescribed policy and procedure.
• Confirm clearance to SBV on the Cash ordering system on BTP
• Ensure effective management of cash in the Treasury department.
• Ensure sufficient money to supply client demands within the security limit of the branch.
• Adhere to the international banking products manuals on the ABSA Intranet which refers to the adherence to regulatory, legislative and procedural requirements. Communicate these to team members to ensure they adhere to them as well. Ensure adherence to statutory, regulatory, legislative and Absa compliance requirements by following stipulated policies and procedures.

Build effective working relations with all Strategic Business Units (SBU) by providing a complete service to customers.

• Encourage employees to promote the use of alternative delivery solutions channels to customers.
• Ensure follow up procedures are in place to meet the required SLAs.
• Ensure the knowledge of employees is kept up to date on Absa’s product range.
• Implement the prescribed process to ensure the recovery of all manual fees in terms of the pricing manual.
• Act as backup for other team members in case of absence or during peak times.
• Work closely with CBOR and Operational Consultants to ensure the effective upkeep of health of business
• Identify opportunities to collaborate with SBUs to identify opportunities to improve business performance
• Perform all other duties as reasonably assigned.

Education
Bachelor`s Degrees and Advanced Diplomas: Accounting, National Diplomas and Advanced Certificates: Accounting (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertise

Please refer the Job description for details