Implementation Manager - Transactional Banking at Absa Bank Limited

Job Description

Main accountabilities and approximate time split

Service Management: 40%

• Maintain operational efficiency and controls within the specialist support area as per Operational Procedures Guidelines
• Customer management
• Resolution of customer queries of a technical nature
• Work to and achieve service levels as spelt out in Service Level Agreement
• Supervision of system management
• Contribute to systems and service improvement through continuous reviews inc. risk reviews
• Play a liaison role between the internal departments, such as the Computer Centre and the customer when necessary
• Contribute to systems and service improvement through continuous feedback to product management
• Provide feedback to Sales team and Corporate & Business Banking RM on issue resolution.

Specialist Support: 40%

• Provide telephone guidance/specialist support to the Sales team and customers
• Provide technical support & advice re: software installation, software technical problems, customization, training at customer sites and other Cash Management issues which the Direct Sales team is unable to handle
• Give after sales support & build relationships with individual users and decision makers within the organizations that are using Cash Management products
• Liaising with customers’ software vendors for payroll, accounting, reconciliation packages etc and also LANs, modems and data comms consultants to develop suitable interfaces/interface procedures
• Implementation of new software upgrades & installation

Business Management: 10%

• Contribute to product development and improvement through continuous reviews
• Contribute to procedures development and improvement through continuous reviews
• Monitor performance against budgets/targets/service
• Manage down customer complaints to a minimum, if not to eliminate completely
• Management of performance & risk

Sales: 10%

• Identify & follow-up cross selling opportunities and promote the name of the Absa Group
• Participate in promotion and marketing activities of Transactional Banking products

Accountability Risk & Control Objective: 100 %

Risk & Control Objective

“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Technical skills / Competencies

• Proficient in IT (Windows operating systems, network, modems and data comms)
• Excellent communication skills (written and spoken)
• Selling/negotiation skills
• Presentation skills (oral & visual)
• Interpersonal skills
• Creative thinking to enable solution providing
• Time management skills
• Performance management skills
• Strong Customer Service Ethic

Knowledge, Expertise and Experience

• Basic technical ability acquired either at IT and/or Branch Operations
• Customer Service background
• Good understanding of Group values on Market Leadership, Customer Primacy, Individual recognition of customer and Bank’s strategy on chosen market segments
• Bank’s Operations set up at Business Centres/Outlets, Technology Services, VPC/EFT Clearing
• Bank Products and Services, both Corporate, Retail and Personal as customer facing staff
• Banks core processing systems and developments in this area e.g. FCAT, FCR, FCC, Sybrin, Card systems, Sub Host Systems at IT Operations, all of which interface one way or another with Cash Management systems
• Ability to deal & interact with MDs, FDs, IT managers of key Corporate clients
• Exhibit total professionalism on the job
• Hold a valid driving license
• Build and maintain good contacts within the bank operations & services network

Education

• Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)