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Job Summary

• Facilitate communication between external parties and bank staff, and vice versa, through telephones.
• Handle the supplies and membership subscriptions to Newspapers and Magazines, in line with management’s directions and approvals.
• Ensure that all Banks’ customers are treated with excellent service and channel general queries/complaints to designated parties.
• Proactively manage the allocated floor and reception area, ensuring that the customer in-flow is well managed.
• Accountable person in charge of the reception area, ensuring that it is neat and provides convenience to the bank’s customers.
• Accountable person for Administration duties in Facilities

Job Description

Main accountabilities and approximate time split

Floor and Front office Management

• Receive calls from external parties and redirect / transfer the calls to the requested / appropriate internal extension.
• Help staff members in obtaining specific phone numbers, as well as placing calls in case of specific need.
• Receive Bank’s visitors and guide them to appropriate areas.
• Monitor and control the inflow of visitors/contractors accessing the bank premises.
• Maintain and file inquiries on both Telephone and Telex bills for all branches
• Prepare and supply management with monthly statistical information on the use of Courier services and other forms of communication, as requested by management from time to time, covering volumes on inward and outward transmissions.
• Handle courier services for inward and outward consignments
• Dispatching of contracts to suppliers
• Supervision of Cleaners and Meeting rooms in respective floors
• Supervision of supplies delivered in the respective floor.
• Ordering of Stationeries for COMSU Department
• Liaise with stakeholders regarding any required premises and office equipment maintenance services.
• Purchase Order Raising for Invoices and Proforma Invoices
• Any other duty as assigned by management.

Facilities Roles:

• Monitoring and ensuring smooth supply of transport needs to all departments across the bank.
• Handling travel services desk (local + international travels) i.e., Flight booking, hotel booking and airport transfer.
• Periodic review of hotels across geography for costing and comfort purposes.
• Verification and reconciliation of fleet invoices against the vehicle trips made for the month.
• Fuel (for generators) management and distribution on branches
• Ordering, retrieving and dispatching printed stationeries.
• Periodic stock taking and verification of controlled stationeries.
• Chequebook ordering and distribution, ensuring service level guarantee is maintained.
• Attendance to leased equipment contract (printers/copiers, note sorters across branch portfolio)
• Responsible for snap checks as and when required.
• Purchase Order Raising for Invoices and Proforma Invoices
• Provide support to Health and safety duties assigned.

Risk and Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture;

• Understanding of own role in the end to end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future.
• Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline

Technical skills / Competencies Personal attributes

• Proactive
• Quality and standards
• Results orientation
• Flexibility and adaptability
• Customer focus
• Team player
• Time conscious.

Behaviours particularly important to the role

• Listening
• Good Oral Communication Skills
• Patience
• Customer Satisfaction
• Flexible
• Adaptable
• Teamwork
• Confidence

Skills required on undertaking the role:

• Good spoken English and Swahili language
• Customer service oriented. Diplomatic and polite
• Accept and ability to work under stress

Absa Values

Absa’s Values and Behaviours represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Inclusion
• Courage
• Stewardship

Education

Further Education and Training Certificate (FETC): Manufacturing, Engineering and Technology (Required)