Job Summary
To deliver expert guidance and assistance, this position aims to guarantee customer satisfaction and elevate the overall customer experience by achieving predefined goals in accordance with established standard operating procedures (SOPs). Selection for this role may influence compensation and benefits in Botswana, with further details available from the Reward team.
We are seeking a highly motivated and detail-oriented professional to join our team in the role of [Job Title]. The ideal candidate will have [X years] of experience in [relevant field/industry], along with a proven track record of [specific skill or accomplishment]. Responsibilities include overseeing [key tasks], developing [strategic initiatives], and ensuring compliance with [regulatory or company standards]. Proficiency in [specific software, tools, or methodologies] is essential, as is the ability to collaborate effectively with cross-functional teams. Strong problem-solving skills, adaptability, and a commitment to continuous improvement are key attributes we value. This position offers an opportunity to contribute to [company mission or project] while growing within a dynamic and innovative environment.
Job Purpose
Delivers strategic leadership to optimize organizational performance and achieve long-term business objectives through innovative solutions and efficient resource allocation. Responsible for formulating, implementing, and monitoring high-impact strategies that drive growth, enhance operational excellence, and foster sustainable competitive advantage. Leads cross-functional teams to execute initiatives, ensure alignment with corporate vision, and maintain adherence to industry best practices and regulatory standards. Analyzes market trends, competitive landscapes, and internal capabilities to identify opportunities and mitigate risks, while cultivating a culture of accountability, collaboration, and continuous improvement.
This position is dedicated to Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support. The role may involve flexible work arrangements across diverse activities and collaboration with stakeholders across the bank to uphold service governance, ensuring an exceptional client experience for corporate clients.
The Client Experience Lead will be supported in data analytics tasks to facilitate seamless coordination between the Coverage, Products, and Operations teams, ensuring consistently high standards of customer service for corporate clients through proactive delivery of daily corporate banking operations.
The role involves collaborating with the Client Experience Lead to conduct data analytics and oversee daily operations related to corporate customer service. Responsibilities include ensuring customer satisfaction, supporting branches in their corporate customer service initiatives, and driving excellence in service delivery.
To support the Client Experience Lead in data analytics efforts, this role will involve coordinating and monitoring service standards across business, operations, and branch distribution teams to ensure alignment with corporate and investment banking objectives, ultimately driving market leadership.
We will support the Client Experience Lead by performing data analytics to maintain and verify the integrity of corporate service standards and the service governance and control framework. This involves compiling and reviewing diverse Client Experience data and management information analytics, including but not limited to Customer Onboarding, Complaints and Queries Management, Client Experience Service Standards Governance Reports, Payment documentation tracking, Excess Management tracking and archiving, monthly service pack and service dashboards, and the coordination of customer surveys.
This role involves gathering and analyzing data analytics to evaluate Account Opening documents in alignment with current policy rules and guidelines. Responsibilities include verifying account opening documentation and change mandates against established policies and procedures, as well as recording applications and account maintenance activities within the system. Additionally, the position entails compiling diverse Client Experience Data and Management Information analytics, covering areas such as Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and Payment documentation tracking.
Key Accountabilities
The Client Experience Governance Analytics role requires a 70–80% allocation of time dedicated to overseeing and analyzing client experience metrics. This position involves monitoring key performance indicators, identifying trends, and ensuring alignment with governance standards. Responsibilities include compiling data reports, assessing client feedback, and recommending improvements to enhance overall satisfaction and compliance. Strong analytical skills, proficiency in data tools, and a keen attention to detail are essential for success in this role. Collaboration with cross-functional teams will be necessary to implement strategic initiatives and drive continuous enhancement of client interactions.
Compile data analytics and management information to support client experience initiatives, including but not limited to the following activities and metrics:
Escalate all service-related issues—including, but not limited to, unresolved processes and queries exceeding agreed-upon timeframes—to the designated personnel, ensuring prompt notification to the Customer Experience (CX) Lead or their authorized representative.
Ensure Complaints MI is circulated monthly to the CIB team highlighting the emerging service trends and themes with a view to improving client experience.
Ensure that cases meet the complaints handling guidelines and provide feedback to the teams regarding any identified gaps in logged complaints.
Investigate the underlying causes of client complaints to determine their origins.
Achieve resolution for at least 80% of cases within the same day.
Ensure that all details recorded in the CIB complaints MI are meticulously accurate, succinctly clear, and promptly submitted without delay.
We assist in developing and overseeing business processes to reduce income leakages while enhancing overall efficiency and effectiveness.
Monitor monthly management information reports assessing the error rates in returned documentation for Know Your Customer (KYC) processes, broken down by Relationship Manager (RM) and Client Management Associate (CMA).
Maintain a dynamic customer database by ensuring contact information is refreshed at least quarterly.
Design and oversee impactful management information (MI) systems that propel the Corporate and Investment Banking (CIB) business forward while elevating both organizational and individual performance.
Prepare ad hoc management information (MI) reports as needed.
Attend ARE and Kenya service meetings regularly to collaboratively address emerging service themes and identify effective solutions.
Proactively monitor all recorded client cases and anticipated inquiries to confirm they are managed in accordance with established standards and TCF policy.
Analyze weekly MI to identify and address areas requiring attention, flagged with an AMBER or RED rating.
Collaborate effectively with the Customer Experience team to foster a culture of operational excellence, driving continuous improvement in performance standards for corporate clients.
Examine opportunities to enhance processes and procedures to elevate operational service quality and efficiency, then promote and implement these enhancements in alignment with pre-established guidelines.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in strict accordance with established data retention schedules, while maintaining flawless integrity of the files and folders. Tableau files and processed UA01 files or folders must remain readily accessible to stakeholders at all times.
Ensuring compliance with reporting excesses as outlined in the excess reports’ rules, this role involves managing and circulating the UA01 tracker to relevant stakeholders.
Monthly sampling must be conducted to provide supporting documentation for online outward remittances exceeding USD 10,000 or its equivalent in other currencies.
Duties in this role encompass 20-30% of involvement in Business Management-related tasks, including strategic planning, resource allocation, and performance monitoring.
Attend recurring coverage huddles to identify problem areas and implement practical solutions.
Facilitate seamless, consistent, and proactive collaboration between front office and back/operations teams to uphold internal deadlines with a minimum performance level well exceeding service-level agreements (SLAs).
A minimum of one week prior to the scheduled leave, a thorough handover must be conducted, including the preparation and mutual agreement of all handover notes and action items.
Comply with established protocols and schedules, such as rotation of leave, as outlined in the agreed framework.
Engage proactively in professional development workshops and collaborative team-building initiatives to enhance individual and collective performance.
Consistently address and refine feedback received from the multi-source evaluation process.
Seeking candidates with a strong academic background and relevant professional experience in [field/industry]. Ideal applicants should possess advanced technical competencies, including proficiency in [specific software/tools], as well as exceptional problem-solving and analytical abilities. Familiarity with [specific methodologies/standards] is highly advantageous. The role demands meticulous attention to detail, robust communication skills, and the capacity to collaborate effectively within cross-functional teams. Prior experience in [specific tasks/industries] is preferred, along with a commitment to continuous learning and professional development.
A bachelor’s degree in Business or a related field from an accredited institution is required.
Preferred candidates will have a minimum of 5 years of relevant professional experience, with a strong preference for those holding a degree in a related field. Experience in project management, data analysis, or strategic planning is highly valued, as is familiarity with industry-specific software and tools. The ideal applicant will demonstrate a track record of delivering measurable results in previous roles, along with excellent interpersonal and communication skills. Proficiency in both written and verbal English is required, while additional language skills are considered a plus. Candidates must exhibit a proactive approach, problem-solving abilities, and the capacity to work collaboratively within a team environment.
Essential
A thorough understanding of the Bank’s offerings, services, and internal policies, as well as any specialized knowledge pertinent to the position, is essential for effectively fulfilling the role.
A strong grasp of technical skills pertinent to customer service equipment, comprehensive familiarity with the bank’s frontline systems, a solid understanding of both front and back-office processes and procedures, and practical knowledge of risks and controls associated with telephonic transactions are required.
Proficient understanding of applicable processes and procedures is required.
Proven expertise in operational risk management, coupled with a comprehensive understanding of the stringent requirements and standards pertinent to the associated processes and procedures.
Demonstrates a solid grasp of team performance goals, including service level agreements and customer service benchmarks.
A strong familiarity with various technical systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as data visualization tools like Tableau and Qlik View, is required.
Proficiency in pertinent regulations, including Know Your Customer (KYC) protocols, anti-money laundering (AML) measures, and established service standards, is essential.
Proficient in corporate banking service standards and the complaints handling procedure.
Proficiency in collaborating and interacting with various business units, central departments, and branch offices is required.
Professionals must possess a comprehensive understanding of bank offerings and services, coupled with expertise in corporate banking products.
Prior experience in customer service roles and demonstrated leadership in people management, ideally within the corporate banking sector, is required.
Professional development opportunities, including relevant training programs, are highly encouraged to enhance performance in this position and may have been completed before assuming these responsibilities.
Develops, implements, and enforces organizational compliance policies to ensure adherence to legal, regulatory, and ethical standards. Establishes clear guidelines, procedures, and training programs to mitigate risks and promote a culture of compliance throughout the organization. Monitors regulatory changes and assesses their impact on current policies, adjusting frameworks as necessary to maintain alignment with evolving requirements. Conducts routine audits and assessments to evaluate policy effectiveness, identify gaps, and implement corrective actions. Collaborates with leadership and department heads to integrate compliance considerations into strategic decision-making and operational processes. Ensures all employees are informed of their obligations and receive ongoing education to reinforce compliance awareness and accountability.
Corporate Service Standards and Complaints Management is responsible for establishing and maintaining high-quality service protocols while efficiently addressing and resolving customer grievances. This role ensures adherence to service excellence benchmarks, monitors performance metrics, and implements corrective actions to enhance overall service delivery. Additionally, it oversees the systematic tracking and analysis of complaints to identify trends, mitigate recurring issues, and foster continuous improvement in operational procedures. Strong analytical skills, meticulous attention to detail, and a commitment to customer satisfaction are essential for success in this position.
The position is responsible for monitoring and reporting suspicious activities to ensure compliance with anti-money laundering (AML) regulations. Key duties include conducting thorough reviews of transactions, identifying potential risks, and maintaining accurate records of all findings. The role requires a strong understanding of AML laws, regulations, and internal policies. Additionally, the individual must possess excellent analytical skills, attention to detail, and the ability to communicate findings clearly. Collaboration with other departments and stakeholders is essential to mitigate financial crimes effectively.
KYC and Operation Rigor training encompasses thorough instruction in Know Your Customer protocols and rigorous operational procedures. Participants will acquire essential skills to ensure compliance with regulatory standards and mitigate risks associated with financial transactions. The training emphasizes meticulous verification processes, data accuracy, and adherence to anti-money laundering (AML) frameworks. Additionally, it covers best practices for maintaining robust operational controls and fostering a culture of due diligence within the organization.
The role encompasses several distinctive and challenging elements that set it apart from conventional positions.
We oversee the management of stakeholder relationships across all corporate service touchpoints within the bank, ensuring alignment with business objectives and regulatory standards. Additionally, we are responsible for monitoring Service Level Agreements (SLAs) to maintain operational efficiency and service quality, identifying areas for improvement where necessary.
Engaging in tasks that demand sustained attention to digital displays and meticulous verification of completed work is essential.
Handle a variety of tasks and responsibilities with adaptability and efficiency, operating across multiple workflows and assignments.
We seek a candidate with proven expertise and technical competence in relevant fields, coupled with strong analytical abilities and problem-solving skills. The ideal applicant will demonstrate proficiency in key tools, methodologies, and industry best practices, ensuring efficient and effective task execution. Excellent communication skills are essential to articulate ideas clearly, collaborate seamlessly with teams, and convey complex information in accessible terms. Experience in [specific field or industry] is highly valued, as is a track record of delivering measurable results in prior roles. Adaptability, attention to detail, and a commitment to continuous learning are also critical attributes for success in this position.
Collaborative aptitude under demanding conditions is essential, requiring the ability to thrive in fast-paced, high-stakes scenarios while maintaining effective communication and cooperation with colleagues.
Demonstrates exceptional proficiency in both verbal and written communication, along with the ability to deliver clear, engaging, and persuasive presentations to diverse audiences.
Proficient in handling telephone communications with exceptional clarity and professionalism.
Proven ability to build and maintain strong professional relationships within the organization, fostering collaboration across teams and departments. Demonstrates proficiency in connecting stakeholders, facilitating communication, and leveraging internal networks to drive initiatives forward. Essential for enhancing teamwork, resolving conflicts, and ensuring seamless information flow across the company.
Analytical, information collection, innovative problem-solving, and strategic decision-making skills are essential.
Exceptional proficiency in change management, encompassing adept issue identification, tracking, and resolution, is required. The ideal candidate will demonstrate a structured approach to implementing modifications while addressing challenges proactively and ensuring minimal disruption to operations.
Service-driven professionals adept at stakeholder management are sought to bridge organizational objectives with stakeholder needs. The role requires strategic engagement with key stakeholders to align expectations, mitigate risks, and drive collaborative solutions that enhance project outcomes. Candidates must demonstrate exceptional communication skills, the ability to influence without authority, and a track record of building trust-based relationships across diverse groups. Responsibilities include identifying stakeholder priorities, facilitating constructive dialogue, and ensuring alignment with business goals while maintaining transparency and accountability throughout the engagement process.
Deliver outstanding results, exceed customer expectations, and maintain rapid execution to ensure peak performance.
Qualifications
BA/BSc/HND
