Jobs at Absa Bank Limited

Job Summary

To provide specialist advice & support in order to elicit, analyse, digital processes, policies & information systems, through the execution of predefined objectives as per agreed (SOPs).

Overall Job Purpose:

Reporting to Head of Digital Channels with the responsibility to design and develop product propositions and platforms that deliver holistic solutions to Absa customers and their ecosystems. The role holder shall also be responsible for managing the performance of the products/platforms through its lifecycle ensuring that customer value and ROI are optimized. The role shall interact with partners who are co-innovators in the product development and management process.

Key Accountabilities

Execution of Product Roadmap & Strategy – 40%

• Define compelling value propositions within the Virtual Banking space by understanding customers’ needs, pains, and gains.
• Develop innovative solutions that will be delivered through digital and/or electronic channels that respond to market needs or identified gaps in the market.
• Periodically review existing products based on customer feedback and market trends to ensure continuous product utilization.
• Management of current product offering to ensure smooth delivery thereof and collection of all related revenues.
• Continuous engagement with strategic alliances and partners to ensure adequate product and process support to drive revenues.
• Continuous propagation of process innovation to maximize competitive advantage.
• Develop and implement product development processes and standards that ensure a consistent superior product proposition to customers.
• Identify and develop product performance metrics to ensure attainment of business case objectives.
• Ensure quality assurance procedures are in place to continually evaluate quality of the customer experience to enhance performance and productivity.
• Share best practice and market intelligence to ensure we deliver a competitive solution.
• Identify, develop, and support execution of acquisition marketing campaigns.
• Anticipate global trends and identify probable impacts on the business and provide direction and solutions
• Build capability to ensure fulfillment of the sales and service functions.

Product Management & Stakeholder Engagement – 40%

• Identify and manage internal stakeholders and external partnerships including technology and service vendors, commercial partners and internal support teams to deliver on project deliverables.
• Assemble and manage the project teams.
• Secure and maintain business commitment / involvement from stakeholders and obtain feedback at all stages of the project.
• Analyze feedback from stakeholders and determine way forward.
• Monitor and manage Project progress, project scope and control change.
• Identify strategic and cross functional issues.
• Establish and manage appropriate project Risk, Opportunities, Change and Issue management procedures.
• Forecast and ensure delivery of likely business benefits.
• Manage compliance with Absa project practices and methodologies.
• Ensure the business is prepared for the change, including agreement of acceptance criteria and sign-off.
• Determine readiness of service and obtain sanction to proceed to roll-out
• Review pilot and assess quality of deliverables and controls.
• Ensure the impact of the project on the operational and IT infrastructure is assessed and communicated.
• Ensure the project deliverables are presented to the business within timescales contained in Project plan and within budgets agreed on inception.
• Prepare project reports within specified standards and timescales.
• Manage Project Interdependencies.

People Management – 20%

• Foster a positive, prideful work environment with open communications and timely resolution of conflicts.
• Cascade information to the project team, give briefs on assignments and technical explanations.
• Review and assess performance of project team members against plans.
• Discuss and finalize performance development plans and ratings for your direct reports.

Preferred Education

• University Graduate

Preferred Experience

• At least 3 – 5 years’ experience in product development in a financial services environment
• Detailed understanding of the full range of Absa Africa Retail and Business Banking services and product set
• In-depth understanding of the various mobile banking platforms
• In-depth understanding of FinTech’s
• Detailed understanding of Absa Africa Retail business processes and other associated processes
• Detailed understanding of Absa Africa risk policy
• Detailed understanding of Absa Africa RBB strategy, operating structure, and interfaces with other functions
• Detailed understanding of Absa Africa structure and interfaces e.g. BOS
• Detailed knowledge of Absa Africa People policies and procedures
• Maintain up to date knowledge of competitor and local market activity

Technical Competencies

• Knowledge and experience in developing and implementing innovative product offerings.
• Knowledge and experience in implementation of digital platforms and solutions end to end
• Strong commercial/ entrepreneurial acumen
• Strong networking skills at a high level
• Highly developed analytical and perceptive skills
• Ability to develop, plan, execute and implement according to corporate and project plan strategies
• Change management
• Team working – building and developing high performance
• Proven people, leadership, and negotiation skills.
• A result driven ‘team player’, personality with a willingness and ability to work in a dynamic working environment.
• Innovative, with prior experience in product development.
• Strong communication skills both in person and in writing with excellent presentation skills.
• Strong organizational skills
• Enthusiastic attitude and focus on results.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Education

• Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)

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Overall Job Purpose:

Reporting to Customer Support Manager within digital channels and responsible for query handling, complaint management and resolution to drive better service delivery. Deliver excellent customer experience through embedding conduct risk and ensuring query and complaints are effectively and efficiently handled. Through this role, keep the business updated on all issues and concerns faced by the customer and drives any change required in our process or products.

Key Accountabilities

Customer Service Support – 50%

• To respond to all customer query and complaints related to Timiza and digital channels within 24 hours of Business Days ensuring customer satisfaction and quality service.
• To resolve Timiza customer query and complaints after thorough investigation and communicate the same via telephone or e-mail
• Resolve customer query and complaints through the appropriate available channels and systems
• Respond to external customer query and complaints through the internal channel of receipt (consumer banking and other business units)
• To ensure customer satisfaction and quality service.
• To respond to customer complaints logged on Freshdesk within 24 hours of business days
• To correspond with customers in consultation with the Team Leader/ Unit Head
• Calling up customers in response to their query and complaints.
• Co-ordination with the Management for approvals / reversals pertaining to customer query and complaints.
• Co-ordinating and management of follow ups with enablers to ensure quick TAT of query and complaints

Customer Service Support – 50%

• To respond to all customer query and complaints related to Timiza and digital channels within 24 hours of Business Days ensuring customer satisfaction and quality service.
• To resolve Timiza customer query and complaints after thorough investigation and communicate the same via telephone or e-mail
• Resolve customer query and complaints through the appropriate available channels and systems
• Respond to external customer query and complaints through the internal channel of receipt (consumer banking and other business units)
• To ensure customer satisfaction and quality service.
• To respond to customer complaints logged on Freshdesk within 24 hours of business days
• To correspond with customers in consultation with the Team Leader/ Unit Head
• Calling up customers in response to their query and complaints.
• Co-ordination with the Management for approvals / reversals pertaining to customer query and complaints.
• Co-ordinating and management of follow ups with enablers to ensure quick TAT of query and complaints

Service Improvement – 30%

• To take optimum decisions on customer concerns ensuring that the Bank does not suffer, therefore.
• Identify and highlight repeat queries and complaints from customers to improve service delivery and process reviews.
• Escalate cases to appropriate business levels and to ensure timely closure of cases. Strong follow-up with all units on customer cases.
• Attend all Timiza service meetings both in physical and via teleconference as shall be required

Reporting & Control – 20%

• Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Kenya Plc Policies and Policy Standards.
• To assist in Quality Assurance of query and complaints as well as sampling of complaints to ensure all control checks are in place while resolving complaints.

Preferred Education

• University Graduate

Preferred Experience

• At least 2 years’ experience in a banking environment performing investigative and maintenance roles within customer service.
• Excellent analytical skills to enable resolution of unstructured and complex problems.
• Thorough knowledge of features and benefits of all products and services
• Understanding of relevant operating systems.
• Detailed knowledge of the bank’s operational environment, processes, and procedures to respond to complaints

Technical Competencies

• Excellent communication skills both verbal and written.
• An instinctive inclination & orientation towards service.
• Good problem-solving ability
• Strong communication skills both in person and in writing with excellent presentation skills.
• Strong organizational skills
• Enthusiastic attitude and focus on results.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Education

• Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)