Jobs at Absa Bank Limited

Job Summary

To plan, manage and monitor the implementation of operations related activities and processes in order to deliver on approved operational plans in an effective and efficient manner. Selecting this role has a compensation & benefit impact in Kenya. Please contact Reward for details.

Overall Job Purpose

The jobholder’s role is to provide management with assurance on the control environment in the business through the control testing First Line of Defense (FLOD) methodology. The jobholder is expected to be responsible for the robustness of all Risk Management governance within the business in line with the Enterprise Risk Management Framework.

The job holder’s responsibilities include Operational and Conduct Risk Testing for ad-hoc tasks, due diligence, and other demand initiatives. The role holder is responsible for completing all allocated Control Assurance engagements to a high standard as allocated by the Head of Reconciliation and Ops & Tech Controls Assurance.

The role holder will be responsible for the following:

Control Testing Reviews (CT)

• Deliver a comprehensive Control assurance review program plan covering all the key business requirements and ensuring that any gaps in the review process are identified and escalated.
• Manage and oversee the testing of Control Assurance review areas as per the FLOD methodology.
• Carry out reviews professionally and consistently produce a high standard of documentation i.e. evidence and in the agreed timelines with the business stakeholders.
• Conducting annually planned and contracted reviews across all business functions with the highest level of professionalism.
• Assessing how well the business is complying with rules and regulations and informing management whether any issues need escalations.
• Conducting unplanned/ad-hoc reviews in terms of a specific need and expectation received from Executive/Senior Management within the business units.
• Effective tracking, monitoring and closure of CT findings arising from planned/ Ad-hoc reviews.

Absa Internal Audit / Regulatory/ External Auditors Control Issues/Combined Assurance 

• Tracking and conducting pre-issues validation on AIA and Regulatory observations for the business.
• Provide assurance with regards to the remediation of Control Issues across the business in support of the combined assurance approach.
• Supporting partner functions during AIA & regulatory audits.

Other Control Assurance Engagements

• Ensuring that all Significant Control and Material Issues are being managed effectively and efficiently across the business.
• Ensure Root causes are effectively identified, and lessons learnt are embedded.
• Provide, where appropriate, independent evaluations of the business risk profile to the senior management, local board, and regulators.
• Conducting Post Implementation Reviews as mandated by the NAPA policy.
• Support business in control agenda by attending and enhancing business control meetings.
• Undertaking training on control management to identified officials across the business.

As part of this process, the role holder will be responsible for undertaking the assurance work, to undertake engagements with limited supervision, reporting directly to the Head of Reconciliation and Ops & Tech Controls Assurance. This will cover the entire E2E Assurance process, including the assessment of control environments within Ops and Tech through discussion with Senior Managers, facilitating Assurance workshops with senior staff, planning, and executing engagements.

Key Accountabilities & Time Split

Control assurance: Sampling / Testing - 60%

• Understand and analyse the full range of evidence and information available to identify risks and controls, to undertake effective Control Assurance testing and draw objective conclusions. This will include the identification of root causes with management and the agreement of SMART actions which are realistic / sustainable and address the root cause(s). These will be for review by the Head of Reconciliation and Ops & Tech Controls Assurance and the Head of Financial Crime and Controls.
• Consistently produce a high standard of documentation to support the Controls Testing & Monitoring process, ensuring the work is carried in accordance with the requirements detailed in the FLOD methodology.
• Responsible for ensuring Controls Testing & Monitoring is in line with risk based FLOD engagement methodologies, including the production of electronic working papers.
• Produce error free review reports upon completion of engagement for review by the Head of Reconciliation and Ops & Tech Controls Assurance and Head of Financial Crime and Controls.
• Effectively communicate the FLOD methodology to requisite stakeholders and ensure the Head of Reconciliation and Ops & Tech Controls Assurance and Head of Financial Crime and Controls are kept fully aware of the progress / issues during any engagement.
• Ensure all reviews are completed as per the approved assurance plan and output reports issued within the agreed time frames
• Identify thematic control issues within the business and recommend suitable solutions.
• Undertake ad-hoc engagements, due diligence work and demand initiatives as may be required.
• Maintain accurate and up to date working databases which correctly reflect the final report issued.
• Ensure reports/working papers and databases are properly archived after the completion of the CT engagements.

Business support partnerships: 20%

• Support the business unit in Issue identification and closure.
• Support the business unit in identifying emerging risks.
• Assist the business unit in understanding their processes and procedures.
• Share knowledge, information, ideas and assist in training in the business units.
• Support the business unit in accurately identifying root causes and making actionable recommendations.
• Identify root cause of risk events arising from process failures to come up with controls to avoid repeats

Combined assurance: Absa Internal Audit / Regulatory/ External Auditors Control Issues/ CT Sampling / Testing 10%

• Tracking and conducting pre-issues validation on AIA and Regulatory observations for the business.
• Provide assurance with regards to the remediation of Control Issues across the business.
• Support partner functions during AIA & regulatory audits

Team Participation (Self- Development) 10%

• Contribute fully to the team effort
• Facilitate coaching / training of team members in areas of specialist knowledge, or allocated areas of common interest
• Share knowledge, information, ideas and assist in the training of less experienced colleagues.
• Consistently equip oneself with relevant knowledge to the role.

Education and experience required

• Bachelor’s degree in Auditing / Accounting     
• 3 years (Technical/Managerial) experience i.e., Auditing/Rigour/Assurance/Risk management experience and / or working at a management level in the financial services sector with a proven track record / Audit experience within a banking environment
• Report writing and presentation experience.
• Exposure to consultation and facilitation.
• MA software tools and techniques
• Stakeholder management and negotiation experience

Knowledge and skills: (Maximum of 6)

• Auditing/Assurance/Risk/Rigour and investigative skills under a risk-based methodology
• Understanding of key risks faced by banks and core control environment
• Knowledge of the Bank’s governance requirements
• Computer literate (Strong MS office skills – excel, word and PowerPoint)
• Testing & Monitoring

Education

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

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Job Summary

To provide banking services accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in TZ (NBC), Botswana. Please contact Reward for details.

Job Description

Customer Experience Designer

About Absa Regional Operations (ARO)

Absa Regional Operations encompasses Absa Global Retail Banking, Corporate Banking, and Absa Card operations in 10 countries organized in four geographic areas: North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda, and Kenya), Southern Africa (Botswana, Zambia, and Zimbabwe), and Indian Ocean (Mauritius and Seychelles). Absa Regional Operations serves its 2.8m customers through a network of 573 branches and service centers providing a variety of traditional financial products including retail mortgages, current and deposit accounts, commercial lending, unsecured lending, credit cards, treasury, and investments.

Overall Job Purpose:

The bank is on a Customer Experience Transformation with an aim of clearly defining end to-end customer journeys that improve interactions with our customers. To achieve this, the role-holder will drive the mapping of key Customer Journeys in the bank in a bid to deliver exceptional customer experience and clearly define what existing and potential new-to-bank customers need to either take up a solution with us or join the bank. The bank’s goal is to elevate customer connections and deliver seamless experiences by providing positive ‘moments of truth’.

They key activities to be undertaken are:

• Identify the key Customer Journeys which will drive the highest impact for the bank in elevating customer experience.
• Map out these Customer Journeys, to provide a CX perspective to the customer engagement process, noting the experience the bank wants to provide the customer and the experience the customer wants to receive.
• Identify key customer needs that need to be met from the mapped customer journeys.
• Articulate the gaps coming out between the actual customer experience and the desired state.
• Transform these Customer Journeys by delivering customer-centric designs incorporating systems thinking, customer experience/customer research, and service design, operating model review, commercial analysis, and market knowledge.  
• Outline the key areas of action to enable the bank maximize benefits (including efficiencies), and co-ordinate resolution of these, working with the business process re-engineering team and other business stakeholders, to deliver best-in-class customer journeys.
• Conduct analyses required and problem solve with the team on specific delivery, design, and strategic issues. 
• Drive rapid delivery for higher impact throughout the process.
• Provide subject matter expertise on the industry, products, distribution, and innovation trends. 
• Act as primary liaison to 3rd Party Vendors who will be supporting our Customer Experience design efforts

Key Accountabilities

Customer Journey Design - 45%

• Design and implement the Customer Journey Design Policy for the bank, which will guide all future work on Customer Journey Design.
• Business analysis of critical customer journeys across the bank and prioritize areas of focus.
• Map out the identified critical customer journeys, using appropriate design tools/systems.
• Identify customer needs emanating from the mapped customer journeys and work with the business teams to solve for these needs.
• Identify key gaps and pain-points from the mapped customer journeys, and work with a cross-functional team to solve these.
• Employ best-in-class analyses to identify focused actions which will provide the maximum impact, to address critical areas of resolution.
• Work with the Process Engineers to identify key processes for transformation based on the customer journey output.
• Track the closure of all identified actions to ensure full delivery of transformed customer journeys.
• Liaise with the Africa Regional Office (ARO) Design Office and external Vendors as required.
• Be the custodian of all customer journeys

Stakeholder Engagement and Management – 30%

• Ensure clear understanding of what customer journey mapping entails across key business functions and stakeholders.
• Provide the required subject matter expertise to steer customer journey mapping in the bank.
• Ensure regular updates to key stakeholders and bank leadership on the customer journey transformation agenda.
• Drive cross-functional engagements to deliver transformed customer journeys.
• Ensure the right stakeholders are involved in the discussions to transform the identified customer journeys.

Team Management – 15%

• Drive the required output from the assigned team.
• Ensure timely delivery of actions and agreed deliverables.
• Provide the required support to the assigned team to ensure the agreed business objectives are achieved.

Governance, Risk & Controls - 10%

• 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.
• Ensure compliance with operations risk and rigor requirements e.g., KYC and anti-money laundering measures.
• Ensure that all staff adhere to all Absa Information Security policies and procedures through regular communication to staff and spot checks.
• Conduct any regular quality checks on processes, including Crisis Management, systems, reviewing control reports, etc.
• Ensure that all Absa Africa procedures are followed.

Education and Experience Required

• Bachelor’s degree or equivalent in a related field
• Relevant design certification or experience – Design Thinking, Human Centred Design, Customer Journey Mapping etc.
• More than three years’ experience in Customer Experience Design

Knowledge & Skills Required

• Customer Journey Mapping skills
• Application of the Human Centred Design approach
• UI Design, using products like Sketch, Illustrator and Photoshop
• Deep knowledge of UX Design principles
• Prototyping both low and high-fidelity prototypes using tools like In Vision and Protopine
• Facilitation and participation in Google Design Sprints
• Well versed in Design Thinking Methodologies
• Good verbal and written communication skills
• Analytical and evaluation skills
• Business communication and interpersonal skills
• Critical Thinking
• Problem Solving
• Presentation -Confidence and commitment, Persuasive and credible
• Decision making and ability to act on own initiative
• Taking responsibility for decisions
• Teamwork skills

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Job Summary

To prepare specialist operations information for all stakeholders of the business for informed decision making and to support the business. Selecting this role has a compensation & benefit impact in TZ (BBT). Please contact Reward for details.

Overall Job Purpose

• Drive the Business Process Engineering strategy for the Bank and set strategic objectives for each key process category to drive improved customer experience across our customer segments.
• Identify key processes for review to transform customer experience.
• Manage and monitor critical Key Value Drivers (KVDs) related to business processes.
• Drive cross-functional engagement to ensure customer centricity is employed in the implementation, review, and day-to-day running of business processes.
• Work with other Business teams to understand key processes impacting customers and areas of improvement. 
• Re-design processes to eliminate gaps, bottlenecks, wasted efforts and improve on efficiency.
• Ensure the implementation of processes that satisfy customers` requirements as well as achieve the company’s` objective.
• Maintain up-to-date local and global market and industry data on business processes, to aid in advising the business on best processes for adoption.
• Adapt to market conditions and changes; be innovative, efficient, customer centric and be profitable.
• Implement governance, risk, compliance, and control in line with Absa’s group policies.

Key Accountabilities

Business Processes Review & Optimisation - 70%

• Drive the radical redesign of core business processes across the Bank, to drive improved productivity, turn-around times (TATs) and quality of output.
• Working with technology, identify opportunities for the implementation of new technologies to enhance processes.
• Work in collaboration with key stakeholders to ensure clear end-to-end processes are defined and documented for each customer persona.
• Work in collaboration with key stakeholders to ensure differentiated service delivery across key customer segments e.g., Premier, Prestige, Business Club, Youth and Women
• Ensure appropriate process enhancements are done as part of proposition design, re-design or development.
• Analyse the major root causes for customer complaints and address the causes related to processes, to close off gaps and pain-points.
• Ensure up-to-date local and global market and industry data on business processes is maintained, to aid in advising the business on best processes for adoption.
• Monitor Market and Customer Trends and identify opportunities for business processes improvement.
• Spend enough time with the frontline colleagues, customers, and the marketplace, to understand customer needs, pain-points, and emerging market trends.  

Stakeholder Engagement and Management – 20%

• Proactively drive collaboration with varied stakeholders (BU/Functional/External) to enrich and enhance execution of deliverables.
• Liaise and ensure timely delivery from Change, Operations & Technology teams for development or review of processes.
• Liaise with Business departments to ensure processes review and management is embedded as part of each Department’s story.

Accountability: Governance, Risk & Controls – 10%

• 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.
• Ensure compliance with operations risk and rigor requirements e.g., KYC and anti-money laundering measures.
• Conduct any regular quality checks on processes, including Crisis Management, systems, reviewing control reports, etc.
• Ensure that all Absa Africa procedures are followed.

Technical Skills & Competence

• Strong people management and leadership skills
• Strong stakeholder management skills
• Strong negotiation, influencing and interpersonal skills
• Project/ Process tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, Power Point expertise is a must

Knowledge and Expertise

• Lean Six Sigma (Minimum Green Belt Certification)
• Sound knowledge of Absa Africa product, systems, procedures, and policies.
• Basic knowledge of Banks lending criteria in the Business and Personal sectors and the products and services relating to them.
• Basic knowledge of banking systems, procedures, customer relationship management as well as value chain management and Process facilitation workshops
• Basic knowledge of Enterprise Risk Management Framework with regards to risk identification and pro-active risk solution provision

Experience

• Business process management and solutions provision
• Business process re-engineering, analysis, modelling and procedure writing
• Performance and Stake holder Management
• Project Management