Job Summary
To deliver expert guidance and assistance, this position ensures customer satisfaction and elevates the overall customer experience by adhering to established objectives outlined in agreed standard operating procedures (SOPs). Selection for this role carries implications for compensation and benefits in Botswana; for further details, kindly reach out to the Reward team.
We are seeking a highly motivated individual to join our team as a [Job Title]. The ideal candidate will possess a [Required Degree or Certification] along with [X years] of relevant experience in [specific field or industry]. Proficiency in [specific software, tools, or programming languages] is essential, and familiarity with [specific methodologies, frameworks, or standards] is highly desirable.
Key responsibilities include [detailed task or project], [specific duty or function], and [additional responsibility]. The role demands strong analytical abilities, exceptional problem-solving skills, and the capacity to collaborate effectively within cross-functional teams. Additionally, the candidate should demonstrate excellent communication skills, both written and verbal, to convey complex ideas clearly to diverse stakeholders.
This position offers opportunities for professional growth, with potential to contribute to [specific initiative, product, or company goal]. The successful applicant will thrive in a dynamic environment and be committed to delivering high-quality results in a deadline-driven setting.
Job Purpose
This position, situated within the ABSA Africa Corporate and Investment Banking Front Office service support, focuses on Customer Experience analytics. The role may necessitate adaptable working arrangements across diverse tasks, alongside collaboration with cross-bank stakeholders to uphold service governance standards, ensuring an exceptional client experience for corporate customers.
The role involves collaborating with the Client Experience Lead to conduct data analytics, ensuring seamless coordination among Coverage, Products, and Operations teams to deliver outstanding customer service to corporate clients. This includes proactively managing all day-to-day corporate banking operations to maintain high service standards.
The Client Experience Lead requires support in data analytics while overseeing the daily operations of corporate customer service initiatives. This role involves ensuring customer satisfaction and providing assistance to branches in their efforts to enhance corporate customer service.
As a key support to the Client Experience Lead, this role involves conducting detailed data analytics and overseeing the alignment of service standards across business, operations, and branch distribution channels. By ensuring these standards are consistently met, the position contributes directly to the achievement of corporate and investment banking goals, driving market leadership and operational excellence.
We will support the Client Experience Lead by performing data analytics and ensuring the integrity of corporate service standards, governance, and control frameworks. This involves compiling and reviewing diverse Client Experience data and management information analytics, including but not limited to Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, Payment documentation tracking, Excess Management tracking and archiving, monthly service packs and dashboards, and the coordination of customer surveys.
This role involves gathering and analyzing data analytics to evaluate and review Account Opening documents in accordance with current policy rules and guidelines. Responsibilities include verifying account opening documentation and change mandates against established policies and procedures, as well as logging applications and account maintenances into 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
We are seeking a seasoned professional to oversee Client Experience Governance Analytics, focusing on driving 70 to 80% efficiency in data-driven decision-making processes. The ideal candidate will develop and implement robust governance frameworks to ensure the integrity, accuracy, and strategic alignment of client experience metrics. Key responsibilities include designing comprehensive analytics strategies, monitoring performance indicators, and collaborating with cross-functional teams to enhance client satisfaction and operational excellence. Proficiency in advanced analytical tools, a strong understanding of governance principles, and a track record of delivering measurable improvements in client experience metrics are essential. This role demands meticulous attention to detail, exceptional problem-solving abilities, and the capacity to translate complex data insights into actionable business strategies.
Gather and analyze data analytics and management information to support various client experience initiatives and metrics, including but not limited to the following:
Ensure all service issues—including, but not limited to, unresolved processes and queries exceeding agreed-upon timeframes—are escalated to the appropriate personnel, with the CX Lead, or their designate, promptly notified.
Ensure the monthly distribution of Complaints MI to the CIB team, emphasizing emerging service trends and themes to enhance client experience.
Ensure that case quality aligns with established complaints handling guidelines while providing teams with feedback on any identified deficiencies in logged complaints.
Conduct thorough investigations to pinpoint the underlying causes of client complaints, ensuring accurate identification of issues.
Ensure that a minimum of 80% of cases are resolved within the same business day.
Deliver meticulous quality assurance for the CIB complaints management interface, guaranteeing 100% accuracy, clarity, and promptness in all captured details.
Assist in the development and administration of business processes to mitigate revenue losses while enhancing operational efficiency and efficacy.
Monitor monthly management information (MI) reports to accurately track the error rates in returned Know Your Customer (KYC) documentation for each Relationship Manager (RM) and Client Management Associate (CMA).
Develop and maintain an active customer database, ensuring contact details are refreshed at least once every three months.
Design and oversee impactful management information systems that propel CIB operations forward while elevating both organizational and individual productivity.
Prepare ad hoc management information (MI) as and when requested.
Attend ARE and Kenya service meetings to address and resolve emerging service themes collaboratively.
Consistently monitor all documented client cases and anticipated inquiries to verify they are managed in full compliance with established standards and TCF policy.
Weekly management information (MI) reviews should be conducted to address any areas of concern identified with an AMBER or RED rating.
Collaborate effectively with the Customer Experience team to foster a culture of operational excellence, ensuring the continuous enhancement of performance standards for corporate clients.
To proactively enhance operational service delivery and efficiency, evaluate existing processes and procedures with the aim of identifying opportunities for improvement. Subsequently, advocate for and implement these enhancements in alignment with established guidelines to drive excellence and effectiveness within the organization.
Ensure all UA01 files and folders are accurately filed within the CIB shared folders in accordance with established data retention schedules, while maintaining absolute integrity of the files and folders. Tableau files and processed UA01 files or folders must be readily accessible to stakeholders whenever needed.
To oversee the UA01 tracker and distribute it to stakeholders, ensuring strict adherence to reporting excesses as outlined in the excess reports’ rules.
Monthly, conduct sampling to gather supporting documentation for online outward remittances exceeding USD 10,000 or its equivalent in other currencies.
Business Administration – 20/30% of the role encompasses managing and optimizing operational processes to drive efficiency and productivity within the organization. Responsibilities include overseeing workflows, implementing strategic initiatives, and ensuring adherence to company policies and industry regulations. This position requires strong analytical skills to assess performance metrics, identify areas for improvement, and develop data-driven solutions. Additionally, it involves collaborating with cross-functional teams to align business objectives with departmental goals, fostering a culture of accountability and continuous improvement. The ideal candidate should possess a solid foundation in business principles, proficiency in relevant software tools, and the ability to adapt to evolving market demands while maintaining a results-oriented approach.
Attending structured coverage meetings to address challenges and deploy effective solutions is a key responsibility.
Ensure seamless and proactive collaboration between front-office and back-office teams, maintaining consistent workflows. Meet all internal deadlines, with performance consistently exceeding service-level agreements (SLAs).
A comprehensive handover must be completed prior to any scheduled leave, with handover notes and action items mutually confirmed at least one week in advance.
Comply with established protocols and schedules, including leave rotation and other arrangements.
Engage in various training programs and team-building activities to foster professional development and enhance team cohesion.
Consistently incorporate and act upon insights gathered from multi-source evaluations to drive ongoing enhancement in performance and processes.
Highly desirable qualifications include a Bachelor’s degree in a relevant field, along with at least three years of hands-on experience in a comparable role. Proficiency in industry-standard software, exceptional analytical abilities, and strong problem-solving skills are essential. Candidates should demonstrate excellent communication and teamwork capabilities, as well as a commitment to continuous professional development. Familiarity with project management methodologies and a track record of delivering measurable results are also highly valued.
A Bachelor’s degree or higher in Business Administration, Economics, Finance, or a related field from an accredited university is required.
Preferred candidates will possess prior experience in a related field, demonstrating proficiency through at least two years of hands-on work or equivalent education. Familiarity with industry-standard tools, software, or methodologies is highly valued, as is the ability to adapt to dynamic environments and solve complex challenges efficiently. A track record of successful project delivery or achievement in similar roles will be considered advantageous during the evaluation process.
Essential
A solid understanding of the Bank’s offerings, services, and operational guidelines, as well as any specialized expertise pertinent to the position, is essential.
Proficiency in operating customer service equipment and frontline banking systems is required, along with a comprehensive grasp of both front and back-office operational workflows and protocols. Additionally, familiarity with risk management and control measures specific to telephonic transactions is expected.
Demonstrates a comprehensive understanding of pertinent processes and procedures, with the ability to apply them effectively in practical scenarios.
Proven expertise in operational risk management, coupled with a thorough understanding of the rigorous requirements and standards that govern relevant processes and procedures.
Possesses a comprehensive grasp of team performance goals, including service level agreements and customer service benchmarks.
Proficient in a range of technical systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as data visualization tools such as Tableau and Qlik View.
Proficiency in applicable laws and regulations, including Know Your Customer (KYC) requirements, anti-money laundering (AML) statutes, and established service benchmarks, is essential for effective role performance.
Proven expertise in corporate banking service standards and complaint resolution protocols.
Proficiency in collaborating with various business units, centers, and branches is required.
A solid understanding of bank products and services, along with familiarity with corporate banking offerings, is essential.
You should have a solid background in customer service roles, along with demonstrated expertise in leading and managing teams, ideally within the corporate banking sector.
Training is expected to enhance role performance and may have been completed beforehand.
Ensures adherence to all relevant laws, regulations, and internal policies governing business operations through the development, implementation, and monitoring of robust compliance frameworks. Regularly assesses risks associated with non-compliance and proactively identifies gaps in existing policies to recommend corrective measures. Collaborates with legal, operational, and senior leadership teams to establish and maintain effective compliance standards across the organization. Conducts comprehensive audits, training sessions, and policy reviews to ensure full organizational alignment with regulatory requirements and industry best practices.
The Corporate Service Standards and Complaints Management process ensures consistent service delivery and effective resolution of client concerns, upholding organizational excellence and accountability. This framework establishes clear guidelines for maintaining high service benchmarks while systematically addressing and resolving customer complaints. By implementing structured protocols, it fosters transparency, improves operational efficiency, and strengthens stakeholder trust. Additionally, it provides employees with defined procedures for escalation and feedback, ensuring a unified approach to service recovery and continuous improvement.
The position requires expertise in Anti-Money Laundering (AML) compliance, ensuring adherence to regulatory standards and internal policies. Key responsibilities include monitoring transactions, identifying suspicious activities, and conducting thorough investigations to mitigate financial risks. Candidates must possess a thorough understanding of AML laws, including the Bank Secrecy Act (BSA), USA PATRIOT Act, and Finsen guidelines. Proficiency in AML software and data analysis tools is essential, along with strong analytical and communication skills. Relevant certifications, such as CAMS (Certified Anti-Money Laundering Specialist), are highly preferred.
Delivering comprehensive training focused on Know Your Customer (KYC) protocols and operational rigor to ensure adherence to regulatory standards and risk management frameworks.
The role encompasses several distinctive and challenging requirements that set it apart, including specialized demands and elevated expectations. Candidates must demonstrate a high level of adaptability, technical proficiency, and problem-solving skills to excel in this position. The responsibilities extend beyond standard duties, often involving complex decision-making, strategic planning, and cross-functional collaboration. Additionally, the position may require extended hours or flexible availability to meet critical deadlines or address urgent operational needs. Proficiency in advanced tools or methodologies is frequently necessary to fulfill the role’s expectations effectively.
Experienced professionals are needed to manage stakeholder relationships across corporate service touchpoints and ensure adherence to service level agreements (SLAs). The role involves overseeing stakeholder engagement strategies and closely monitoring performance against established SLAs to maintain operational excellence.
Professional Rewriting:
The role demands sustained visual attention for extended periods, particularly when engaged in screen-based tasks or reviewing completed work.
Perform a variety of tasks and responsibilities with adaptable scheduling and versatile engagement across different operational frameworks and workflows.
Experienced professionals must possess a robust understanding of the subject, complemented by a diverse skill set that enables them to perform tasks efficiently and effectively. This includes proficiency in relevant technical, analytical, or creative abilities, as well as strong interpersonal and communication skills to collaborate seamlessly with colleagues and stakeholders. Additionally, candidates should demonstrate adaptability, problem-solving capabilities, and a commitment to continuous learning to navigate evolving challenges and opportunities within the role.
Collaborative abilities honed within fast-paced, high-stakes settings are essential.
Proven ability to articulate ideas clearly and engage diverse audiences through compelling presentations and persuasive dialogue.
Demonstrates exceptional proficiency in handling telephone communications with clarity, courtesy, and professionalism. Exhibits strong verbal articulation and active listening to accurately address inquiries, resolve issues, and provide information efficiently. Maintains a positive, patient, and solution-oriented demeanor in all interactions.
Proven ability to build and maintain professional relationships across various departments and levels within the organization is essential. Candidates should demonstrate strong interpersonal skills to foster collaboration and communication. Experience in facilitating connections between teams to enhance workflow efficiency and achieve common objectives is highly valued.
Analytical acumen, information synthesis, creative problem-solving, and decisive judgment are essential competencies for this position.
Demonstrates strong capabilities in managing change initiatives, with a focus on identifying, addressing, and resolving issues effectively throughout the process.
Service-oriented and adept at stakeholder management, the ideal candidate will play a pivotal role in fostering strong relationships with internal and external partners, ensuring alignment with organizational objectives. This position requires a proactive approach to identifying and addressing stakeholder needs, alongside the ability to navigate complex dynamics with diplomacy and tact. Strong communication skills and a collaborative mindset are essential to drive consensus, mitigate conflicts, and enhance overall engagement. The role demands a commitment to delivering exceptional service while maintaining transparency and accountability in all interactions.
Fuel high performance, enhance customer satisfaction, and accelerate execution with precision and agility.
Qualifications
BA/BSc/HND
