Channel Manager: Sales & Service (FAIS)
Description
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.
Belonging at Absa
Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.
Job Summary
To provide strategic and operational leadership to a large or complex branch (or multiple service points), delivering sustainable growth, transformation objectives, strong governance, and exceptional customer outcomes in line with the bank’s strategy. Deliver branch commercial outcomes. Manage cash, devices, audits and compliance. Lead sales, service, and digital adoption. Represent the bank in the community. Develop future leaders.Job Description
KEY FOCUS AREAS
Lead nodal operations with accountability for people, process, and performance.
Drive commercial growth and service excellence across multiple (SSO’s)
Oversee DHA, MVNO functions, ensuring efficient verification and ID smart card issuing.
Strengthen compliance and operational integrity in civic services.
Inspire and empower teams to deliver exceptional customer experiences.
Expand market presence through oversight of RIB and External sales.
Harness technology to optimize efficiency and innovation.
Build resilient, high-performing teams aligned to strategic goals.
Ensure delivery of all performance targets with commercial focus.
Champion operational leadership that advances Africa’s service landscape.
ACCOUNTABILITIES:
Strategic Leadership
Translate regional and national strategy into branch execution
Drive transformation, digital adoption, and inclusion initiatives
Position the branch as a trusted financial partner in the community
Business Performance
Full Branch P&L accountability (where applicable)
Deliver growth, profitability, and productivity targets
Optimise multi-channel and integrated service models
People & Culture
Lead senior branch leadership and management teams
Build a leadership pipeline and succession plans
Foster ethical leadership, engagement, and accountability
Risk, Compliance & Governance
Overall accountability for branch risk, conduct, and regulatory compliance
Manage audits, governance forums, and material risk events
Ensure strong control environments and TCF adherence
External & Internal Stakeholder Management
Engage key clients, community structures, and external partners
Act as a brand ambassador for the bank
Customer Experience:
Deliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customers
Promote efficient service, alternative banking channels,
Upholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment
Education
Bachelor`s Degrees and Advanced Diplomas: Banking, Bachelor`s Degrees and Advanced Diplomas: Business Administration