Head of SME & ESD

About Absa Group

With a heritage spanning over a century, Absa Group combines local banking experience with extensive regional and international expertise. Joining Absa means becoming part of a dynamic growth journey aimed at shaping a proudly African future.

Role Summary

The role involves spearheading strategic delivery of the SME Customer Value Proposition by leveraging cross-functional capabilities within Absa Tanzania and the broader Absa Group, focusing on aligning offerings to customer needs and expanding the product/service portfolio.

Key Responsibilities

• Drive portfolio profitability by identifying and capitalizing on customer potential and sales prospects.
• Develop and implement business strategies to adapt to evolving market conditions.
• Ensure team adherence to new customer relationship development procedures.
• Evaluate customer satisfaction through surveys and oversee complaint resolution quality.
• Continuously analyze competitive threats and opportunities within market segments.
• Communicate key service messages, pricing, and personnel updates to customers.
• Manage expectations regarding delivery timelines for product and credit applications.
• Maintain compliance with risk management service standards.
• Direct interaction with SME clients including credit application recommendations, sharing joint accountability with SME Credit Team.
• Stay informed on industry dynamics to position the business competitively.
• Maintain deep sector knowledge of SME market in Tanzania.
• Monitor and control the risk profile of the entire team’s portfolio.
• Evaluate team performance against financial, sales, service, and operational targets.
• Lead change initiatives affecting the team and manage portfolio segmentation.
• Guide team management through collaborative leadership techniques.
• Support team members in identifying skills gaps and fostering professional development.
• Coach on relationship building, service excellence, and risk awareness.
• Oversee performance assessments and contribute to Development Reviews.
• Apply relevant risk frameworks and promote a strong risk management culture.
• Report risk incidents and contribute to improvements in control processes.
• Maintain proactive communications with regulatory authorities and unions when applicable.
• Complete mandatory training within required timelines.

Qualifications & Experience

• A Bachelor’s degree (Honours B.Sc.) in Finance, Business Sciences, or equivalent Level 6 qualification.
• Extensive experience in Financial Services, including senior management and client-facing roles in banking.

Skills & Competencies

• Strategic thinker with strong leadership capabilities.
• Effective communicator adept at managing diverse teams.
• Ability to navigate and adapt to dynamic environments.
• Balanced awareness of risk management alongside commercial insight.
• Entrepreneurial mindset with commercial acumen.
• Resilient under pressure with problem-solving strengths.
• Skilled in formulating strategies, initiating actions, and delivering results.
• Demonstrated ability in leading people and achieving customer satisfaction.

Values

• Trustworthiness
• Resourcefulness
• Stewardship
• Inclusiveness
• Courage