1 - Sales Focus- Achieve customer growth, revenue and collections targets as defined by the bank
• Meet and exceed individual activity metrics for all product lines
• Meet, exceed and effectively execute on all Sales & Customer targets as set by the Bank
• Effectively execute the Banks sales strategy in respect of Product & Value Added Services(Up Selling, Cross Selling & Capital Take Up)
• Outbound calling to target both existing and prospective customers
• Convert all sales opportunities received through inbound customer requests, outbound calling, lead generation initiatives and customer queries
• Establish, develop and maintain business relationships with existing and prospective customers to generate new business
• Participates in cross selling bank products.
• Maintain detailed tracking of pipeline management and of prospect data and activities
• Set up in person visits, appointments and presentations, following up telephonically where necessary
• Conduct a professional financial needs analysis to make a needs based analysis that may lead to a sale
• Scheduling customer feedback for obtaining documents and progress updates
• Adhere to Supervision requirements set out by Line Manager for all financial products
• May prepare weekly, monthly and quarterly reporting and present results to management
• Ensure effective Cash Management as and when required with approved authorization
• Ensure effective CAM Management as and when required with approved authorization
• Ensure effective management of Credit Card Administration & Fulfilment as and when required with approved authorization
• Ensure accountability for your own results

2 - Marketing Focus
• Keep abreast of products and services, competitive activities, advertising and promotional trends in and around your branch
• Identifying referral opportunities in and around the branch
• Assists the branch in meeting goals by generating new business through marketing activities, promotions, telemarketing and targeted customer initiatives
• Participates in events that demonstrate support for the community and increase business opportunities for the Bank
• Ensure all marketing endeavours, activities and initiatives adhere to appropriate policies and procedures

3 - Risk & Compliance Focus
• Ensure deal quality is a premium by reviewing and completing product applications with the customer timeously and accurately utilising all the necessary Bank tools and training to mitigate risk (Biometrics & Fraudulent Indicator Identification)
• Comply with all policies/procedures related to all customer interactions and engagements
• Ensure compliance with all regulatory requirements and the Banks compliance policies related to these requirements
• Ensure the reporting of certain incidents and instances required in terms of regulatory requirements(AML)
• Ensure the reporting of all fraudulent behaviour incidents and fraudulent indicator instances via the correct fraud and dishonesty reporting channels
• Ensure effective execution of a “zero defect” prerogative in terms of the Deal Quality Error Rate
• Ensure effective execution of a “zero defect” prerogative in terms of the Capturing of Income & Expenses Error Rate
• Ensure compliance with FAIS journey inclusive of RE qualification parameters and guidelines as set by the Bank(Own)

4 - Customer Service
• Ensure compliance with the Banks Customer Service Standard and relevant legislation
• Ensure compliance with TCF principles
• Ensure accountability for your own behaviours while helping team members to enhance their ability to engage with the Banks customers
• Ensure you satisfy all the Banks customer’s financial needs and help them succeed financially
• Ensure accountability for application quality and turnaround times, query resolutions and solution creation for the Banks Customers

5 - Training & Development
• Responsible for ensuring you receive on-going sales/service development training for deficiencies as highlighted in your developmental/coaching plans
• Responsible for participation in and successful completion of all product and services training and developmental initiatives that have a bearing on your on-going value proposition to the Banks customers
• Responsible for 100% participation in and successful completion of risk and compliance training initiatives that have a bearing on your on-going value proposition to the Banks customers and additional regulatory, statutory and compliance obligations of the Bank

6 - Operational Activities
• Responsible for ensuring compliance with all security and safety procedures within the branch including opening and closing procedures, camera surveillance where appropriate. Branch security, robbery, fire drill procedures and health and safety procedures and SOP’s.
• Perform other admin related duties as may be required by Management and Leadership structures of African Bank.

1 - Sales Contact Centre Delivery
1. Supervise service delivery within the pre defined Service Level Agreement’s
2. Facilitates the delivery of client services as per the approved Service Level Agreement’s
3. Set and manage quality standards of client services
4. Develop and maintain working relationships and mutual trust in order to get buy-in from business to implement client services initiatives
5. Reporting:
6. Facilitate the generation of standards and ad hoc reports (daily, weekly)
7. Analyse the reports to ascertain exceptions:
a. Abandoned calls
b. Call handling times
c. Staffing availability
8. Analyse trends to ascertain staff capacity for future months
9. Evaluate and implement corrective action

2 - Compliance to Internal policies, procedures and mandates
1. Manage the following:
2. Updating of the workflow processes and internal procedures on new changes
3. Align internal processes and procedures to accommodate business requirements
4. Identified weaknesses or bottlenecks in the processes
5. Review, change and approve recommendations to improve internal efficiencies
6. Analyse and recommend proposals to improve efficiencies with external parties, through compliance and executive approval
6.1 Manage the implementation of the approved proposals
7. Evaluate and implement corrective action on results of quality assessments
8. Identify opportunities to enhance existing efficiencies

3 - Achievement of set Sales targets relating to both Inbound and Outbound teams
1. Set, control and manage targets for the team
2. Identify gaps between the set and achieved targets
3. Provide solutions to meet set targets
4. Analyse the reasons for targets not met
5. Manage the implementation of corrective measures
5.1 Number of deals
5.2 Conversion ratio
5.3 Disbursements
5.4 Daily productivity
5.5 Average Handling time

4 - Improve efficiencies through Quality
1. Analyse quality team findings
2. Implement and follow up on the corrective action
3. Achieve the 80% of team QA Score
4. Manage the trends:
4.1 Performance improvement plan
4.2 Coaching
4.3 Reinforce positive behaviour
5. Identify the training / coaching needs
6. Organise and drive training and coaching initiatives

5 - Strategic objectives of the Sales Call Centre
1. Provide feedback on areas of the business which may require attention
2. Provide input on the new initiatives as per the business strategic objectives
3. Propose strategic objectives medium to long term plans
4. Present the plans to management
5. Provide business plan to implement approved plans
6. Perform swot analysis of the strategic objectives to identify gaps and propose action plans
7. Manage and report the approved plans accordingly

6 - Management of Resources
1. Manage people efficiencies through leave management, headcount budget, fixed term contracts, staff movements and staff utilisation
2. Manage and develop subordinates:
2.1 Performance management
2.2 Employee Relations
3. Conduct team weekly meetings in respect of:
4. Team efficiency
5. Department performance
6. New initiatives in the department
7. General information
8. Attract and recruit resources to manage and achieve function delivery
9. Manage and maintain agreed Equity targets
10. Coordinate induction of new staff within one month of joining the organisation
11. Propose and manage approved reward and recognition programmes
12. Take appropriate disciplinary measures for any subordinate misconduct

7 - Customer
1. Create and maintain productive relationships with internal and external clients by providing advice and assistance
2. Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations
3. Keep the client informed about progress through written communication, telephone communications and/or face to face meetings
4. Build a positive image by exceeding client expectations at all times
5. Treat internal and external customers fairly at all times

1 - Achievement of all Sales Targets & Growth
1. Sell, promote and Market the Banks Products and ensure that the following is achieved:
2. Retention of existing clients
3. Acquisition of new clients
4. Reactivation of dormant client
5. Achieve Sales Target as set by Management

2 - Performance of Sales Activities
1. Promote and sell new products as the Bank introduce same from time to time
2. Phone clients for sales (Tele-Sales)
3. Generate Sales Leads
4. Follow up and make appointments with prospective clients
5. Follow up on status of workflow and applications being processed
6. Keep the client informed at all times with regards to the loan application status

3 - Application Administration and Costs
1. Capturing of Loan Applications
2. Check loan application documentation for accuracy, authenticity and compliance to Policy and Procedures as well as completeness
3. Accurately capture all client information as per loan application and supporting documentation
4. Suspend or reject loan applications to be re-quoted as and when required. Explain the Loan Application Process to facilitate client understanding of the process
5. Explain Terms and Conditions of Banks Products to clients
6. Issue copy of Contract / Agreement to Client
7. Print loan agreement for client’s signature
8. Correct altered loan application information sent for rework and reprint for client’s signature

4 - Sales Focus- Achieve branch growth, revenue and expense targets as defined by the bank
1. Maintain responsibility for the branches Profit & Loss and Budget
2. Determine the critical success factors for new customer acquisition and customer retention
3. Demonstrate expert ability to leverage the banks products inclusive of technology offerings to uncover and deepen opportunity, using the various marketing tools available in branch to present product offers and financial solutions to existing and potential customers
4. Work closely with Trade Area Manager on customer acquisition strategies and retention efforts and developing new marketing campaigns
5. Manage a book of customers with emphasis on cross selling and deepening customer relationships with the bank
6. Develop and execute market plan to achieve growth goals
7. Ownership for sales life cycle-from lead generation to disbursement
8. Engage in and promote all sales activities i.e. Check-Ins, Huddles
9. Responsible for day to day sales activities inside and outside the branch
10. Ensure the achievement of branch sales goals as assigned in the defined market and business segments/industries
11. Ensure all staff achieve individual sales and service goals as assigned
12. Work to maximise customer relationships across business lines
13. Represent the bank in local community organisations with the purpose of promoting the Banks image as well as uncovering potential business opportunities
14. Develop existing business relationships and prospect within the community for new commercial business
15. Maintain consistency and integrity of data
16. Provides direction, guidance and quality assurance to Reps Under Supervision

5 - Risk & Compliance Management
1. Ensure preventative measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to relevant legislation
2. Identify, evaluate and monitor and make recommendations deemed necessary to the respective risk and compliance champion in order to assess, reduce, eliminate or control any current or prospective risks to the bank arising from violations of, or non-conformance with, laws, rules, regulations, prescribed practices, internal policies, procedures and ethical standards
3. Responsible for implementing strategies to ensure operational integrity in the branch
4. Execute Branch functions / activities in adherence to Internal Audit standards (BPR)
4.1. Cash Management
4.2. People Management
4.3. Security Management
4.4. Asset Management
4.5. Compliance (NCA, Regulatory and Credit Policy)
4.6. General Operations
4.7. Risk Management
5. Ensure completion of Monthly Branch Self Audit Programme
6. Ensure Disaster Recovery capturing on monthly basis
7. Ensure OHS checklist completion and filing
8. Ensure quality assurance related to sound Manager Review practices
9. Ensure risk related to bad rate versus expected bad rate is managed within limits as set by the Bank
10. Ensure Non Deal Excellence is managed within limits as set by the Bank
11. Ensure Deal Excellence Error Rate is managed within limits as set by the Bank
12. Ensure compliance with FAIS journey inclusive of RE qualification parameters and guidelines as set by the Bank(Own & Team)

6 - People Management and Development
1. Responsible for training and development of branch staff, assessing team member needs and finding resources to address applicable need
2. Working with HR, interview, hire and terminate branch team members
3. Conduct performance evaluations for all branch personnel
4. Conduct coaching activities with team members, principle coaching duties involve coaching to achieve sales excellence and ensuring the delivery of world-class customer service.
5. Identify and work with High Potential branch staff in the achievement of their developmental goals
6. Create a feeling of energy and excitement among team players. Promote the corporate vision and values
7. Ensure 100% participation and support for all staff on Bank training and developmental initiatives
8. Ensure People Knowledge Score is managed within limits as set by the Bank(Own & Team)

7 - Customer Service
1. Create and maintain productive relationships with internal and external clients by providing advice and assistance
2. Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations
3. Keep the client informed about progress through written communication, telephone communications and/or face to face meetings
4. Build a positive image by exceeding client expectations at all times 5. Treat internal and external customers fairly at all times

1 - Management of Resources
? Manage and develop subordinate(s): Performance management in terms of contracting, reviews and poor performers, Training and development, Employee relations
? Manage people efficiencies through leave management, headcount budget, fixed term contracts, staff movements, secondments, staff utilization
? Take appropriate disciplinary measures as required
? Facilitate induction of new staff within one month of joining the organization
? Motivate the team to achieve organisational goals

2 - Portfolio Management
? Assist in the development and design of customised lending structures, ensuring they meet the client's needs while adhering to the bank's risk policies
? Provide guidance on complex financial transactions, such as restructuring, refinancing, or expansion funding
? Regularly monitor the performance of the credit portfolio, including repayment behaviour, credit utilisation, and exposure limits
? Track key metrics such as delinquency rates, loan-to-value ratios, non-performing loans (NPLs), and industry concentration
? Identify trends and patterns that may indicate emerging risks or opportunities
? Assess the overall risk profile of the portfolio and ensure compliance with the bank's risk appetite and regulatory requirements
? Prepare detailed portfolio reports for senior management and credit committees, highlighting key risks, trends, and performance metrics.
? Develop dashboards or tools to visualize portfolio health and provide actionable insights for decision-making.

3 - Credit Risk Assessment and Management
? Receipt and review of Invoice Discounting, Preference Share Funding, Corporate Banking, Securities, Property and Investment deals that are submitted to Credit, thereafter timeously delegation of the deals to the respective credit analysts. In addition involved with deals when applicable, that are done via GFS and Property Solutions
? Manage, assess and suggest alternative funding solutions by making recommendations based on the credit policy guideline and the analysis based on the information provided
? Ensure quality of submissions of credit applications and reviews by reviewing and evaluating information received from marketing, analysts and support staff
? Ensure compliance by recommending facilities based on the credit policy guideline and in conjunction with Bank strategy and the analysis based on the information provided within applicable mandate
? Assess complicated deals in need
? In need prepare credit comments if there is an over flow from the Credit analysts
? Review credit proposals completed by analysts and make recommendations where applicable
? Ensure timeous approvals obtained
? Manage the credit staff (direct and indirect reporting (in need)) and responsible for corrective action where team goals are not being met
? Liaise with key clients and make recommendations for effective deal structuring in conjunction with consultants
? Attend meeting with external attorneys on both new and existing deals to ensure that the bank is adequately secured
? Manage performance and build the intellectual capital of the team by conducting on the job training, counselling and coaching
? Provide for ongoing training of the credit staff and marketing staff
? Support for Credit Manager Property
? Manage stakeholder relationships, i.e. marketing department, attorneys and service providers (Windeed, ITC)
? Build and maintain effective working relationships with marketing by providing credit risk management advice.
? Improve credit policies and procedures by recommending and making submissions to the Head of Credit
? Adapt to changes in Legislation, economic and industry conditions by implementing the changes to credit policies, processes and systems where applicable.
? Maintain a department organisational structure sufficient to meet all goals and objectives
? Preparation and assessment for Staff Loans
? Check, review, address and make recommendations on the Invoice Discounting Audit Reports and sign-off
? Check and review ID Operations reports and sign-off

4 - Credit Operations
? Review and approve credit applications, ensuring compliance with credit policies and risk parameters.
? Oversee the preparation, accuracy, and completeness of loan agreements, collateral documentation, and other related paperwork
? Check security documents received from attorneys to ensure that security documents are accurate and in order
? Ensure credit payments are done within approved parameters
? Responsible for approval with regards draws from call accounts which are ceded to the Bank
? Ensure all required legal and compliance checks (e.g., KYC, AML) are conducted before loan disbursement
? Manage end-to-end loan processing, from approval to disbursement.
? Coordinate with relationship managers and operations teams to ensure timely loan disbursement to clients
? Identify inefficiencies in credit operations processes and recommend improvements.
? Collaborate with IT and operations teams to implement technology solutions, such as loan management systems or automated workflows
? Ensure seamless integration of new systems or procedures with existing operations

5 - ? Review and approve credit applications, ensuring compliance with credit policies and risk parameters. ? Oversee the preparation, accuracy, and completeness of loan agreements, collateral documentation, and other related paperwork ? Check security docume
? Regularly monitor the performance of the credit portfolio, tracking repayments, delinquencies, and credit limits
? Ensure timely updates to the loan management system for accurate reporting and analysis
? Prepare periodic credit reports, including portfolio performance metrics, risk assessments, and regulatory compliance
? Ensure adherence to regulatory and internal credit policies, including limits, covenants, and industry-specific guidelines
? Monitor and address breaches in loan covenants or terms
? Ensure oversight of Preference Share Schedule
? Monitor credit quality of Lending portfolios
? Assist with managing of arrears on Lending portfolio
? Manage monthly review of covenants
? Maintain up-to-date knowledge of regulatory requirements and implement changes to operational procedures as necessary

6 - Stakeholder Management
? Develop and nurture relationships with business clients to understand their financial needs, challenges, and objectives
? Act as a trusted advisor, offering tailored credit solutions to support clients' business growth and sustainability
? Conduct regular client meetings and site visits to maintain rapport and assess business performance
? Collaborate with relationship managers to analyse clients' financial requirements and propose appropriate credit products
? Work closely with product specialists to deliver integrated financial solutions to clients
? Participate in networking events, industry conferences, and client gatherings to strengthen relationships and generate leads
? Maintain a deep understanding of industry trends and leverage this knowledge to identify growth opportunities for clients

1 - Sales Focus- Achieve customer growth, revenue and collections targets as defined by the bank
1. Meet and exceed individual activity metrics for all product lines
2. Meet, exceed and effectively execute on all Sales & Customer targets as set by the Bank
3. Effectively execute the Banks sales strategy in respect of Product & Value Added Services(Up Selling, Cross Selling & Capital Take Up)
4. Outbound calling to target both existing and prospective customers
5. Convert all sales opportunities received through inbound customer requests, outbound calling, lead generation initiatives and customer queries
6. Establish, develop and maintain business relationships with existing and prospective customers to generate new business
7. Participates in cross selling bank products.
8. Maintain detailed tracking of pipeline management and of prospect data and activities
9. Set up in person visits, appointments and presentations, following up telephonically where necessary
10. Conduct a professional financial needs analysis to make a needs based analysis that may lead to a sale
11. Scheduling customer feedback for obtaining documents and progress updates
12. Adhere to Supervision requirements set out by Line Manager for all financial products
13. May prepare weekly, monthly and quarterly reporting and present results to management
14. Ensure effective Cash Management as and when required with approved authorization.
15. Ensure effective CAM Management as and when required with approved authorization
16. Ensure effective management of Credit Card Administration & Fulfilment as and when required with approved authorization
17. Ensure accountability for your own results

2 - Marketing Focus
1. Keep abreast of products and services, competitive activities, advertising and promotional trends in and around your branch
2. Identifying referral opportunities in and around the branch
3. Assists the branch in meeting goals by generating new business through marketing activities, promotions, telemarketing and targeted customer initiatives
4. Participates in events that demonstrate support for the community and increase business opportunities for the Bank
5. Ensure all marketing endeavours, activities and initiatives adhere to appropriate policies and procedures

3 - Risk & Compliance Focus
1. Ensure deal quality is a premium by reviewing and completing product applications with the customer timeously and accurately utilising all the necessary Bank tools and training to mitigate risk (Biometrics & Fraudulent Indicator Identification)
2. Comply with all policies/procedures related to all customer interactions and engagements
3. Ensure compliance with all regulatory requirements and the Banks compliance policies related to these requirements
4. Ensure the reporting of certain incidents and instances required in terms of regulatory requirements(AML)
5. Ensure the reporting of all fraudulent behaviour incidents and fraudulent indicator instances via the correct fraud and dishonesty reporting channels
6. Ensure effective execution of a “zero defect” prerogative in terms of the Deal Quality Error Rate
7. Ensure effective execution of a “zero defect” prerogative in terms of the Capturing of Income & Expenses Error Rate
8. Ensure compliance with FAIS journey inclusive of RE qualification parameters and guidelines as set by the Bank(Own)

4 - Customer Service
1. Ensure compliance with the Banks Customer Service Standard and relevant legislation
2. Ensure compliance with TCF principles
3. Ensure accountability for your own behaviours while helping team members to enhance their ability to engage with the Banks customers
4. Ensure you satisfy all the Banks customer’s financial needs and help them succeed financially
5. Ensure accountability for application quality and turnaround times, query resolutions and solution creation for the Banks Customers

5 - Training & Development
1. Responsible for ensuring you receive on-going sales/service development training for deficiencies as highlighted in your developmental/coaching plans
2. Responsible for participation in and successful completion of all product and services training and developmental initiatives that have a bearing on your on-going value proposition to the Banks customers
3. Responsible for 100% participation in and successful completion of risk and compliance training initiatives that have a bearing on your on-going value proposition to the Banks customers and additional regulatory, statutory and compliance obligations of the Bank

6 - Operational Activities
1. Responsible for ensuring compliance with all security and safety procedures within the branch including opening and closing procedures, camera surveillance where appropriate. Branch security, robbery, fire drill procedures and health and safety procedures and SOP’s.
2. Perform other admin related duties as may be required by Management and Leadership structures of African Bank.