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  • Posted: Apr 3, 2024
    Deadline: Apr 10, 2024
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.
    Read more about this company


    Case Manager - FAK

    Job Summary

    To guide customers with their questions and addresses issues regarding products or services at the 24-hour contact centre, which includes but not limited to:

    Job Description

    • Immediate management of inbound and outbound calls in line with contact centre call guidelines/etiquette and provide solutions to customers in a professional way within the stipulated TATs.
    • Escalate All complaints/feedback triggered via calls to respective departments or to the line manager for further action.
    • Promote the FAK medical products by offering guidance to the  prospective customers. 
    • Respond to the insured customers about benefits inquiries.
    • Guide the insured Members about their benefits management, advise about the appropriate service providers and other related member benefit matters. 
    • Negotiate costs with service providers for sustainable costs containment.
    • Carry out outbound calls and follow ups for the post hospitalized members.
    • Handle any other tasks as assigned by the line manager

    Qualifications and Experience

    • A bachelor’s degree or diploma in nursing or clinical Medicine and Surgery
    • Minimum of 1- 2 years’ experience in a similar role.

    go to method of application »

    Instructional Designer (Fixed Term Contract)

    Job Summary

    To provide specialist advice & support in order to elicit, analyse, communicate & validate less complex req for changes to knowledge management, policies & information systems, through the execution of predefined objectives as per agreed (SOPs).

    Job Description

    Job Purpose:

    • In this role you will oversee our RBB’s training and professional development programs. You will work closely with our senior management team. You will be responsible for designing, implementing, and managing comprehensive learning strategies to enhance employee skills and knowledge.
    • To design and deliver core sales and technical training that will affect return on investment through improved performance of the sales and customer network teams thus enabling the required revenue growth.
    • Responsible for identifying colleague learning and development needs, and for planning, organizing, and delivering appropriate training interventions to specified quality, service, and cost standards.

    Key Accountabilities

    Training design, delivery, assessment and reporting 70%

    • Collaborate with the RBB (Retail and Business Banking) leadership to identify training needs and create tailored development plans.
    • Work closely with RBB subject matter experts in sales, products, and operations to design curriculum to ensure sales and core technical competence of the sales and customer network teams.
    • Working with managers and colleagues to develop and design training materials that meet the needs of both.
    • Coach and Manage the Learning coordinator as they coordinate all training activities across the business.
    • Establish effective delivery and facilitating of the curriculum using cost effective methodologies, taking potential cultural and technological issues into account.
    • Design coaching framework and follow-up and support to colleagues to ensure embedding of skills.
    • Managing budgets for learning and development interventions
    • Assist with the design and development of course materials using appropriate instructional design methodology.
    • Design, develop and implement e-learning courses.
    • Continually ensure up to date with the key business imperatives of the RBB function
    • Liaise with people managers and interviewing employees at all levels to identify and assess training and development needs.
    • Develop business cases for new training programs to align with organisational goals.
    • Evaluating the effectiveness of training and reporting this to people managers
    • Conduct periodic assessments of training delivered and provide reports to stakeholders including Customer Network Director, Head of Sales, People Partners, Learning & Development team.
    • Provide weekly activity reports detailing significant events, progress on projects and milestones.
    • Responding to queries from colleagues about learning interventions

    Stakeholder Engagement 25%

    • Liaise with Customer Network Director, Head of Sales, People Partners, Learning & Development Specialists to establish a delivery plan and schedule annually.
    • Effective relationship management within the People Function teams ensuring all are driving to achieve the same business imperatives.
    • Develop and maintain excellent relationships with within the Retail & Business Banking function and across functions ensure achievement of business goals.
    • Develop and maintain a strategic network of learning resources within Absa Regional Operations (ARO).

    Research and Self-learning 5%

    • Keeping up to date with trends in research into learning and learning technology.
    • Conducting training needs analysis surveys and research.
    • Pursue own development to increase personal effectiveness.


    • Collaborate with senior team members and other departments to ensure the successful execution of learning initiatives.
    • Actively participate in team meetings and contribute ideas for the improvement of learning programs.

    Preferred Education

    • First business degree in commerce or banking.
    • A Training certification is an added advantage.
    • Preferred: Human Resources experience.

    Preferred Experience

    • At least 5 years’ experience in sales or business development role in financial services sector.
    • 3-5 years in learning/training environment with a good understanding of delivery of L&D interventions to a complex business.


    Knowledge & Skills

    • Leadership skills
    • Effective communication, project management, and organizational skills
    • Training design, delivery, and evaluation.
    • Skilled as a facilitator of learning and development interventions
    • Skilled at conducting in depth needs analysis and development of learning interventions.
    • Well-developed coaching skills
    • Well-developed consulting skills
    • Collaboration with diverse stakeholders across a large organization
    • Well-developed relationship building, interpersonal and influencing skills.
    • Proven performance management and appraisal skills
    • Good assessor skills
    • Effective spoken and written communication.
    • Proven organisational skills.
    • Ability to work under pressure, self-discipline, and motivation.


    • Bank’s overall strategy for its Learning function (high).
    • Knowledge in Training models and methods(high).
    • Adult learning methodologies.
    • L+D evaluation methods (medium).
    • Commitment to customer service and process improvement
    • Able to prioritize multiple tasks and projects.
    • Application Deadline – 10th April 2024***


    Higher Diplomas: Business, Commerce and Management Studies (Required)

    Method of Application

    Use the link(s) below to apply on company website.


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