Channel Manager: Sales & Service (FAIS)

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

Our story

At Absa, our story is not a single narrative. It’s thousands of individual journeys unfolding across Africa and beyond. From colleagues serving customers in local communities to teams shaping financial solutions across borders, Absa is built on people who bring their lived experiences, ambitions and perspectives into the workplace every day. Whether you’re starting your career, a seasoned leader or somewhere in between, your contribution is seen, valued and connected to something bigger. Our presence across Africa – which spans personal and business banking, corporate and investment banking, wealth and investment management, and insurance – exists because of the people who show up in their roles with purpose. Across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia, our colleagues are shaping what Absa becomes in each market. Beyond the continent, teams in global offices and a technology hub support and extend the stories that prove that African talent can lead, influence and innovate on the global stage. At Absa, your story matters because progress is driven by human experience, not hierarchy. When people are enabled to bring their whole selves to work, they don’t just build careers. They help shape the future of Africa’s financial services landscape.

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.

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