Career Opportunities at Absa Bank Limited

Job Summary

To provide specialist advice and support in the development and implementation of product development, planning and associated service delivery processes, methods and techniques; enabling the provision of sound product development expertise.

Job Description

Job Purpose:

The role is accountable for driving sustainable revenue growth, active customer penetration, and lifetime value across Retail and Business Banking by:

• Owning the end-to-end transactional banking franchise (Payments, Branch-led transactions & FX-led transactions).
• Leading Customer Value Management (CVM) strategy across acquisition, activation, engagement, retention, and monetization.
• Translating customer behavior and data into commercial outcomes, while ensuring regulatory, risk, and operational resilience.

The role combines P&L ownership, customer lifecycle leadership, and data-driven execution to scale active customers and transaction intensity.

Key Accountabilities

Transactional Banking Strategy & P&L Ownership (20%)

• Own and deliver the transactional banking revenue and profitability targets, including Account services, Payments (domestic, cross-border, & Value-Added Services), Cash management & Transaction-led FX
• Define and execute a multi-year transactional banking growth strategy aligned to Retail & Business Banking objectives.
• Drive transactional primacy by positioning the bank as the customer’s main operating account.
• Continuously optimize product economics, margins, and cost-to-serve.
• Own the strategic partnerships agenda for Transactional Banking and CVM, with clear accountability for value creation, revenue impact, and customer adoption.
• Own transactional bundles, pricing tiers, and related value propositions.
• Align transactional propositions to customer life-stage, business maturity, and usage behavior.
• Ensure transactional propositions integrate seamlessly with lending, savings, insurance, and investment.

Customer Value Management (CVM) Leadership (15%)

• Own the CVM framework across the full customer lifecycle: Acquisition, Onboarding & activation, Usage growth, Retention & reactivation, and Value deepening
• Define and manage Key Value Drivers (KVDs) such as: Net Active Customers, Digital Actives, Transaction frequency & value, Product holding, Dormancy and churn
• Design and govern Always-On CVM programmes, event-based triggers, and segment-specific plays.
• Ensure CVM execution is measurable, prioritized, and commercially justified.
• Lead customer segmentation across Retail and Business Banking (e.g. mass, affluent, SMEs), leveraging advanced analytics to segment the customer base and predict behaviors, preferences, and needs.
• Design and manage cross-segment loyalty programs that increase customer retention and incentivize repeat engagement.
• Optimize customer onboarding, activation, and retention through tailored engagement strategies.
• Increase cross-product holdings and product usage over time through lifecycle management.
• Implement churn management programs to retain customers and win back lost clients.
• Drive long-term relationships by offering proactive solutions that fit customer needs.

Data, Analytics & Insights (10%)

• Champion a data-led operating model for transactional banking and CVM, leveraging targeted campaigns to increase product penetration and maximize customer lifetime value.
• Work with Data & Analytics teams to:
• Define standardized CVM metrics and dashboards
• Enable near-real-time performance tracking
• Translate insights into targeted actions
• Use behavioral data to inform: Pricing, Campaign design, Channels optimization, Fraud and risk mitigation decisions (in partnership with Risk)
• Use data-driven insights to identify cross-sell and upsell opportunities across the customer base.
• Work with the Product Data to gather actionable insights to inform decision-making.
• Continuously monitor customer feedback, behavior, and trends to refine the overall customer engagement approach.
• Use retention data to proactively engage at-risk customers and prevent churn.
• Provide regular reports on customer metrics and engagement outcomes to segment heads, product owners and management teams.

Digital & Channel Enablement (15%)

• Drive growth of digital transactional journeys (app, online, USSD).
• Increase self-service adoption while reducing manual and branch-dependent processes.
• Partner with Technology and Operations too:
  • Modernize transactional platforms
  • Improve reliability, uptime, and scalability
  • Support straight-through processing where feasible
• Continuously innovate to enhance digital product offerings based on customer feedback and evolving needs.
• Collaborate with IT and digital teams to improve user interfaces and remove friction points in digital banking.
• Track and drive adoption rates for digital products, ensuring key performance indicators (KPIs) are met.
• Ensure that digital onboarding is seamless, efficient, and customer centric.

Pricing, Commercialization & Revenue Assurance (20%)

• Own transactional pricing strategy, discount frameworks, and commercial guardrails.
• Ensure pricing is, Competitive, Risk-adjusted, Margin-protective
• Govern revenue leakage management, fee integrity, and pricing compliance.
• Lead commercial approvals for transactional deals within delegated authority.
• Use data to drive personalized offers and customer engagement strategies that maximize value generation and customer retention.
• Identify, evaluate, and prioritize payment, platform, fintech, ecosystem, and enterprise partners that accelerate, Transaction volume and velocity, Customer acquisition and activation and new use-cases across retail and business segments

Risk, Compliance & Operational Resilience (10%)

• Ensure all transactional and CVM activities comply with:
  • Central bank prudential guidelines
  • AML/CFT and financial crime controls
  • Data protection and consumer protection regulations
• Partner with Risk, Compliance, and Fraud teams to, balance growth with control and introduce intelligent controls within the transactional banking & customer value management domains.
• Accountable for operational resilience of transactional services, including incident response and remediation.
• Continuously assesses improvements for related processes and procedures relating to transactional banking and CVM.
• Owns the internal risk management and compliance activities to manage open risks, known management issues and audit findings.

Stakeholder & People Leadership (10%)

• Set clear performance goals for team members and ensure accountability for results.
• Act as a single point of accountability for transactional banking and CVM strategy execution across:
  • Distribution (Branches, RMs, Workplace Banking)
  • Marketing
  • Technology & Operations
  • Finance
  • Risk & Compliance
• Build and lead a high-performance team with strong commercial, analytical, and execution capability.
• Embed a culture of commercial discipline, customer centricity, and data-driven decision making.
• Facilitate training and development for team members to enhance skills and ensure continuous improvement.
• Foster a collaborative and innovative environment to encourage customer-focused strategies for the transactional banking and CVM function.

Preferred Qualification

• Bachelor’s degree in business, Finance, Economics, or related field
• Postgraduate qualification (MBA or equivalent) preferred

Preferred Experience

• 5 to 10 years’ experience in transactional banking, payments, or retail/business banking.
• Proven P&L ownership and delivery in a complex banking environment.
• Demonstrated leadership in CVM, analytics-driven growth, or customer lifecycle management.
• Strong understanding of payments, cash management, and transaction-led FX.
• Experience working with regulators and managing risk-intensive products.

Knowledge and Skills

• Knowledge and skills for the role include, expert-level understanding of transactional banking (payments, cash management, digital channels and transaction-led FX) and Customer Value Management (end-to-end lifecycle design, KVDs, triggers, and always-on execution), supported by strong P&L ownership, pricing and commercial structuring, and the ability to originate and govern strategic partnerships and commercial initiatives that deliver measurable revenue and customer outcomes.
• The role requires advanced capability in applying data and analytics to decision-making, together with sound regulatory, risk, and operational resilience understanding.
• Behaviorally, the role demands senior leadership presence, commercial drive, stakeholder influence, customer-centric judgement, accountability, and the ability to lead change at pace.
• Cognitively, it requires strategic and systems thinking, strong analytical reasoning, and high-quality decision-making with disciplined commercial judgement in complex, regulated environments.

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Job Summary

• Responsible for managing the productivity of collections and recoveries agents by providing direction, instructions and guidance, for the purpose of achieving set targets within policy guidelines and regulations to minimize credit losses.
• Engaging 3rd party service providers providing collections and recoveries services
• Maintaining accurate records of customer communication relating to allocated portfolio
• Training, Monitoring and evaluation of internal recoveries agents and external debt collection agencies
• Ensuring external debt collection agencies deliver results on allocated portfolio

Job Description

Key accountabilities/Deliverables/Outcomes

Business Management – 30%

• Manage SME and Consumer business segment collections and recoveries as agreed with the line manager
• Drive and deliver excellent performance against agreed stretch targets while leading a team
• Be a contact point for customer escalations on collection and recoveries related matters affecting the team
• Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio

Customer Obsession – 20%

• Support team with correspondences to customer to ensure that the team’s collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed
• Embed world class customer service and standards at all times
• Be the first point of contact/escalation/resolution of customer issues affecting the team.
• Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio

People and Teamwork – 30%

• Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels
• Monitor team members' participation via real-time call monitoring to ensure the
• training they are being provided is being put into use, and also to see if any additional training is needed
• Work with minimum supervision and ensure, that the line reports are kept fully informed always on all matters to be addressed within the team
• Build effective relationships with branch network and key support functions that will improve overall collections performance
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice with a view of improving performance
• Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
• Ensure leave plan for the team is in place and adhered to

Controls (Mandatory for all roles) – 20%

• Ensure that the team delivers on collection control requirements in a robust and rigorous control environment
• Adherence to banking policies and procedures
• Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards
• Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to
• Undertake timely review and actioning of collections daily, weekly and monthly reports on the team’s portfolio of credit facilities and take appropriate actions in line with policy guidelines.
• Identify risks in the collection’s environment and drive for effective measures to mitigate the risks
• Support collections and recoveries to achieve satisfactory audit ratings

Role/Person Specification

Qualification

• University degree or equivalent professional qualification
• High degree of interpersonal skills when dealing with a range of people and situations.
• A good understanding of Absa Retail Group Credit Policies, collection & recoveries, Policy and collection& recoveries strategy
• Good knowledge of the general canons of good lending and credit risk assessment
• Basic knowledge of the bank’s customer service standards
• Understanding of the retail customer proposition and services
• Understanding of banking and debt management systems
• Good computer skills and ability to learn new software/applications quickly
• Knowledge of the Bank’s bookkeeping procedures and systems

Experience

• Understanding of the local competitor market
• Experience in operations management
• Customer service experience
• Relationship management experience
• Basic Risk Management techniques
• External debt collection agencies operations
• External vendors engagement model