Latest Recruitment at Absa Bank Limited

Job Summary

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 in order 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.

Job Description

Main Accountabilities and Approximate Time Split

Customer Journey Design: Time Split: 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: Time Split: 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: Time Split: 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: Time Split: 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.

Technical skills / Competencies

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 Centered 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 InVision and Protopie
• 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

Competencies Required

• People Management
• Communication and Presentation
• Business awareness
• Business management
• Performance management
• Resource management
• Relationship management & Influencing
• Team building
• P C skills (including navigation of appropriate design software/tools)
• Planning

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies) Essential.

• In-depth knowledge of design and customer journey mapping.
• Up-to-date knowledge on international activity and best practices in design and customer journey mapping.
• Working knowledge of competitor and market activity in Kenya.
• Good understanding of banking products and services, and customer expectations in the Kenyan market.
• Basic understanding of Absa Risk Policy and Group governance requirements.
• Basic understanding of Absa’ strategy, operating structure and interface with other functions.
• Basic knowledge of Risk and Credit policies and procedures.

Measures of success

• Bank/Segment/Business/Branch Customer Experience Measures performance including the Customer Experience Index (CXI) and Net Promoter Score (NPS).
• Achieve high results in other Customer Satisfaction Surveys (Mystery Shopping)
• Achieve consistently set goals on Turn Around Times for various services and touchpoints
• Reduce customer dormancy and attrition
• Increase in active customers

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Job Summary

As a Talent Acquisition Specialist, the role holder will be our brand ambassador in attracting top talent into our organization. The role holder will partner with the People Partners and People Managers to deliver the full spectrum of Talent Acquisition practices as defined within Absa while ensuring a positive hiring manager and candidate experience.

Job Description

Key accountabilities/Deliverables/Outcomes

Talent Acquisition:  70%

• Provide input to ensure that teams consist of diverse, qualified the establishment of a diverse pool of talent to meet the evolving needs of the business.
• Coordinate with hiring managers to identify staffing needs and candidate selection criteria.
• Source applicants through online channels, such as LinkedIn and other professional networks.
• Assist to plan and attend job fairs and recruitment events to build a strong candidate pipeline.
• Assess and shortlist candidates’ suitability for specific roles.
• Manage the engagement between candidates, hiring managers, People Business Partners (PBP’s) from first point of contact until the on-boarding process through continuous feedback to business and candidates.
• Support in psychometric assessments, assessment and development centres for different roles and development resulting actions plans.
• Provide post interview responses and feedback to candidates.
• Support in building People Manager capability in talent acquisition processes and system proficiency.
• Manage the internship program and support the talent acquisition process for our supplementary workforce.
• Research talent acquisition trends to improve the policies and processes.
• Ensure compliance with regulatory requirements within the talent acquisition space e.g., NEA reporting.
• Assist with other talent acquisition administrative duties and special assignments/projects.

Reporting and Metrics: 20%

• Manage and update the vacancy tracker for the business to enable monitoring of performance against sourcing plan.
• Provide input required to create reports, measure metrics, and access the effectiveness of our recruitment process and SLAs.
• Participate in conducting hiring manager satisfaction surveys and improve the experience.

Management Governance: 10%

• Acts as Talent Acquisition quality controller and maintain Talent Acquisition standards at best practice within business units.

Role/person specification

Preferred qualification

• Bachelor’s degree in human resources management or a similar field
• Professional certification in HR
• Knowledge of applicant tracking systems.

Preferred experience

• At least 4 years’ experience in Talent Acquisition and candidate on-boarding in high growth areas with a record of execution of workforce plans
• Experience in continual development of talent pipelines and sourcing potential candidates
• Experience in managing Graduate Management and internship programs is added advantage
• Experience in managing Applicants Tracking Systems (e.g Taleo, Workday , Oracle)
• ‘A doer’. Hands on and energetic in follow through to see actions into completion.

Knowledge and skills

• Firm understanding and implementation of recruiting metrics to drive decision making
• Proficiency in Workday Recruiting module
• Understanding of the People screening environment
• Knowledge of the Kenya labour laws especially Employment Act

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Job Summary

To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed sales targets.

Job Description

Key accountabilities/Deliverables/Outcomes

SUPERVISION OF LEAD GENERATORS   -  TIME SPLIT  40%

• Act as enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales
• Through delegation to the Lead Generators, achieve set annual sales targets.  Monitor the performance of the Lead Generators on a daily, weekly, quarterly and annual basis and provide coaching and feedback on how to improve performance
• Agree individual targets with the team members for products, assets, liabilities and campaigns.
• Manage daily attendance levels within the team in compliance with the relevant HR policies, including the management and approval of leave within the team.
• On a daily basis, monitor the movement of the Lead Generators to ensure that planned meetings or activities are being carried out in the field
• Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes
• Identify training needs of the team and arrange for these needs to be met through on-the-job coaching and formal training
• Communicate a summary of the training needs to the Regional Sales Managers at least annually.  Ensure that the planned learning interventions take place particularly for compulsory training
• Sit for Lead Generator interviews based on shortlist provided by Regional Sales Managers, HR and Resource Coordinator. 
• Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses
• Sit for disciplinary hearings for misconduct or incapacity charges together with HR
• Ensure that Lead Generators understand the compensation plans in place

SUPERVISION OF SALES ACTIVITIES   - TIME SPLIT 30 %

• Supervise product promotion campaign aspects by distributing material to Lead Generators.  Cascade key messages, including training for products to staff members, including training on new application forms
• Monitor sales performance on a daily, weekly and monthly basis and provide results to the Regional Sales Managers

BUSINESS EXPANSION   - TIME SPLIT 10 %

• Work with Regional Sales Managers to unlock sales in companies through sales activations and financial trainings
• Work with the sales teams and Regional Sales Managers to bring leads on new company sign ups

OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS   - TIME SPLIT 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 accuracy of each new account application, loan document, Barclaycard application and all other customer documents. Lead Generators are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
• Effective leave management of LGs in the team to manage branch costs
• Effective management of reporting of LGs and prompt notification of any unexplained absences
• Effective exit management
• Effective management of performance records and use of LG Management tools to monitor performance and sales activities

CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM   -  TIME SPLIT 5%

• Share knowledge and experience with other Sales Managers in the team.
• Provider cover for other Sales Managers in case of excessive workload or absence.
• Share knowledge and experience and best practice with team members, Lead Generators and the broader business
• Deputize for the Regional Sales Manager when required.

PERSONAL DEVELOPMENT  - TIME SPLIT 5%

• Agree annual performance objectives with the Regional Sales Manager, including specific sales targets.
•  Pursue continued improvement in personal development by participating in development programs and training.