Regional Manager: Life (FAIS)

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.

Job Summary

Regional Manager: is responsible for leading a new high-performing team that supports financial advisors in achieving their sales, client service, and business growth objectives. The role focuses on driving productivity, service excellence, operational efficiency, client engagement, appointment generation, and compliance while ensuring advisors receive seamless administrative and sales support.

The Regional Manager will oversee the day-to-day operations of the hub, monitor performance against key targets, coach and develop team members, and identify opportunities to improve advisor and client experiences.

Key Responsibilities

Leadership and People Management

• Lead, motivate, coach, and develop Advisor Support Consultants.
• Set clear performance expectations and manage productivity.
• Conduct regular performance reviews, coaching sessions, and development discussions.
• Foster a high-performance, customer-centric culture.
• Manage workforce planning, attendance, leave, and scheduling.
• Drive employee engagement and team morale.

Sales and Business Support

• Ensure achievement of appointment-setting, lead generation, and conversion targets.
• Support advisors through proactive client engagement campaigns.
• Drive execution of sales initiatives and business growth campaigns.
• Monitor advisor pipeline support activities.
• Identify opportunities to increase cross-sell and upsell opportunities.
• Ensure effective management of orphan client campaigns and advisor allocation initiatives.

Operational Management

• Manage daily operations of the Advisor Support Hub.
• Monitor service levels and turnaround times.
• Ensure optimal resource allocation across advisors and branches.
• Implement process improvements to enhance efficiency.
• Manage workflow distribution and capacity planning.

Client Experience And Service Excellence

• Ensure exceptional client interactions across all channels.
• Monitor call quality and service standards.
• Resolve escalated client complaints and service issues.
• Drive client retention and relationship-building initiatives.

Compliance and Risk Management

• Ensure compliance with regulatory and company requirements.
• Monitor adherence to FAIS, POPIA, FICA, and internal policies.
• Conduct quality assurance reviews.
• Manage operational risks and implement corrective actions.

Performance Reporting and Analytics

• Track and report on key performance indicators.
• Analyse trends and identify improvement opportunities.
• Present performance reports to management.
• Use data to improve productivity and business outcomes.

Essential

Experience Required

• 5–8 years’ experience within financial services, banking, insurance, or wealth management.
• Minimum 2–3 years’ experience leading a sales support, contact centre, advisor support, or client service team.
• Proven experience managing performance against sales and service targets.
• Experience with workforce management and operational planning.
• Experience analysing and interpreting performance data.

Advantageous

• Financial planning or advisor support experience.
• Knowledge of life insurance, investments, wills, fiduciary services, and banking products.
• Exposure to CRM and contact centre technologies.

Qualifications

Essential

• Relevant Degree or NQF level 7 in:
• Business Management
• Financial Management
• Banking or Financial Planning
• Commerce
• Operations Management
• RE5 or RE1 FAIS completed qualification

Advantageous

• Data analysis qualification.
• Management Development Programme.
• Coaching or leadership certifications.

Education

Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised