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Employer
AJIRAZETU LIMITED – TANZANIA
Job Title
Prestige Banker – Sky Branch
Job Type
Full-time
Job Summary
The Prestige Banker – Sky Branch is responsible for managing an assigned portfolio of Prestige Banking customers, focusing on retention, acquisition, and portfolio growth. The role delivers this through proactive relationship management, cross-selling of the Bank’s products, and the provision of a consistently high standard of customer experience.
The role holder is expected to meet defined performance standards across both service and sales, including minimum call and sales targets per week, while managing customers domiciled across different branches.
Key Accountabilities and Time Allocation
1. Relationship and Portfolio Management (25%)
- Manage and deepen banking relationships with assigned Prestige Segment customers.
- Maintain regular contact with customers to strengthen relationships and identify cross-selling opportunities.
- Proactively anticipate and address customer needs to increase revenue and product holding per customer.
- Monitor utilization of credit facilities and related products (e.g. credit cards) and address underutilization.
- Liaise closely with Premier Relationship Managers to support seamless upgrading of qualifying customers.
- Increase customer retention and reduce attrition.
- Review branch reports to identify potential Prestige customers based on income levels.
2. Sales (45%)
- Achieve agreed sales targets for new accounts, cards, assets, and liabilities through proactive calling programs.
- Grow the assigned Prestige portfolio, including both asset and liability books.
- Conduct detailed needs analyses for existing and prospective customers and recommend suitable products.
- Increase product penetration through portfolio reviews and targeted cross-selling.
- Ensure eligible customers hold Platinum Cards, AIR, and AMB products.
- Maintain consistent and value-adding communication with Prestige customers.
- Recruit new customers, particularly from non-Sky Branch Personal Banking portfolios.
- Conduct telesales and manage an assigned daily calling program.
- Participate in marketing initiatives, campaigns, and promotions.
- Prepare and submit daily reports on calling activity and sales performance against agreed targets.
3. Service Excellence (20%)
- Deliver a consistently high standard of customer service across all interaction channels.
- Build customer loyalty by providing a memorable and exceptional customer experience.
- Complete all follow-up documentation and administrative activities accurately and efficiently.
- Log, manage, and follow up on customer complaints to ensure timely resolution.
- Ensure onboarding processes are fully adhered to.
- Achieve 100% complaint resolution at the first point of contact.
- Monitor service delivery, identify systemic issues, and escalate to the Line Manager where necessary.
4. Risk and Controls (10%)
- Ensure full compliance with regulatory requirements, Absa Operational Risk Framework, and internal policies.
- Apply relevant risk frameworks and promote a positive risk culture.
- Understand end-to-end processes, associated risks, and control requirements.
- Exercise sound judgment and responsible risk management at all times.
- Report all risk events and incidents using defined processes and contribute to root-cause analysis.
- Proactively identify opportunities to strengthen the control environment.
- Complete all mandatory training within required timelines.
Skills and Competencies
- Strong relationship management capability
- Effective communication skills (fluent in English and Swahili)
- Excellent interpersonal skills, including active listening and questioning
- Basic numeracy and sales record management
- Tact, diplomacy, and empathy
- Presentation and influencing skills
- Commercial awareness
- Strong service orientation
- Personal drive and resilience
- Planning and organizational skills
- Adaptability and flexibility
- Sound understanding of branch operations
Knowledge, Experience, and Expertise
Experience
- Proven experience in a customer-facing role where service excellence is critical
- Experience in a sales and service environment
- Exposure to a target-driven performance culture
Knowledge
- Comprehensive understanding of Prestige Banking products, services, and tariffs
- Strong knowledge of banking systems and customer platforms
- Understanding of account opening policies and procedures
- Knowledge of customer service and sales standards in line with regulations
- IT literacy
- Awareness of competitor products and service offerings
Training Requirements
- Sales process and selling skills training
- Customer service modules
- Regulatory and compliance training
- Personal Banker’s Course
- Sales and Marketing Course
- Credit Scored Personal Lending Products training
- Account Opening Procedures
- Know Your Customer (KYC)
- Banking products, processes, and services
Absa Values
Performance and behavior are assessed against Absa’s core values:
- Trust
- Resourcefulness
- Stewardship
- Inclusivity
- Courage
Education Requirements
- National Diploma or Advanced Certificate in Business, Commerce, or Management Studies (required)
How to Apply
This is a full-time position. Interested candidates are encouraged to submit their applications via the official application link provided.
View: The Job Application Letter Checklist
See : An Example of a Customer Service Job Application Letter
To apply for this job please visit absa.wd3.myworkdayjobs.com.