Job Summary
To deliver expert guidance and assistance, this position ensures customer satisfaction and elevates the overall experience by adhering to established objectives outlined in agreed standard operating procedures (SOPs). Selection for this role may influence compensation and benefits in Botswana; please reach out to the Reward team for further details.
We are seeking a highly motivated and skilled professional to join our dynamic team in the role of [Job Title]. The ideal candidate will possess [X years] of relevant experience in [specific field or industry], along with a proven track record of [key responsibility or achievement]. Proficiency in [specific software, tools, or technologies] is essential, as is the ability to [specific skill or competency]. The successful applicant will be responsible for [primary job function], including [specific task or duty], while collaborating closely with [teams or departments]. Strong problem-solving abilities, exceptional communication skills, and a commitment to [company value or goal] are required. This position offers the opportunity to contribute to [specific project, initiative, or company objective] while growing within a collaborative and innovative environment.
Job Purpose
This position is focused on Customer Experience analytics within the ABSA Africa Corporate and Investment Banking Front Office service support function. The role involves collaborating flexibly across diverse tasks and engaging with cross-bank stakeholders to uphold service governance standards and ensure a world-class client experience for corporate customers.
We will support the Client Experience Lead in leveraging data analytics to coordinate efforts across the Coverage, Products, and Operations teams, ensuring they deliver exceptional customer service to corporate clients. This role involves proactively managing day-to-day corporate banking activities to maintain high service standards and operational efficiency.
The role involves providing analytical support to the Client Experience Lead while overseeing the daily operations of corporate customer service, ensuring high levels of customer satisfaction, and offering assistance to branches in their corporate customer service initiatives.
The role involves collaborating with the Client Experience Lead to conduct data analytics, overseeing and maintaining service standards across business, operations, and branch distribution teams to ensure alignment with Corporate and Investment Banking’s strategic objectives for market leadership.
The role involves supporting the Client Experience Lead with data analytics, ensuring corporate service standards and the integrity of the service governance and control environment through the compilation and review of diverse Client Experience Data and MI analytics. These analytics encompass key areas such as Customer Onboarding, Complaints and Queries Management, Clients 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, among others.
We are responsible for gathering and analyzing data to evaluate Account Opening documents in alignment with current policy rules and guidelines, ensuring thorough verification of account opening documentation and change mandates against established policies and procedures. Additionally, we document applications and account maintenance activities in the system while compiling diverse Client Experience Data and Management Information analytics. These analytics cover key areas such as Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and Payment’s documentation tracking.
Key Accountabilities
We are seeking a seasoned professional for the Client Experience Governance Analytics role, which demands a strong proficiency level of 70-80%. This position is pivotal in ensuring exceptional client interactions by meticulously monitoring, analyzing, and improving governance processes. The successful candidate will be responsible for leveraging data-driven insights to enhance client satisfaction, streamline operations, and maintain compliance with established standards. Key duties include evaluating performance metrics, identifying trends, and recommending strategic improvements to elevate the overall client experience. Additionally, the role requires a keen eye for detail, analytical prowess, and the ability to translate complex data into actionable recommendations for stakeholders.
Compile data analytics and management information to support, among other areas, client experience initiatives and performance metrics.
Ensure all service issues—including, but not limited to, unresolved processes and queries exceeding agreed timeframes—are escalated to the appropriate personnel, with the CX Lead, or their designated representative, being promptly informed.
To maintain awareness, distribute the Complaints Management Intelligence (MI) report to the CIB team on a monthly basis, emphasizing emerging service trends and key themes to enhance overall client experience.
Ensure compliance with complaints handling guidelines to uphold case quality standards and provide constructive feedback to teams regarding any identified deficiencies in logged complaints.
Proactively investigate and determine the underlying cause of client complaints to prevent recurrence.
Ensure that at least 80% of all cases are resolved within the same business day.
Maintain a flawless standard of accuracy, conciseness, and timeliness in the details documented within the CIB complaints Management Information system.
Assist in the development and oversight of business processes to reduce revenue losses and enhance overall efficiency and performance.
Monthly management information reports must be generated to monitor and analyze the error rate of returned Know Your Customer documentation, as processed by each Relationship Manager (RM) and Client Manager Associate (CMA), ensuring accurate tracking and reporting for performance evaluation.
Develop and maintain a dynamic customer database, ensuring all contact details are reviewed and refreshed at least quarterly to reflect the most current information.
Create and oversee impactful Management Information (MI) to propel Corporate and Investment Banking (CIB) operations, fostering both organizational and individual excellence.
Prepare and generate various ad-hoc management information (MI) reports as needed.
Engage actively in ARE and Kenya service meetings, focusing on identifying solutions to emerging service themes.
Proactively monitor all recorded client cases and anticipated inquiries to confirm they are being managed in accordance with established standards and TCF policy.
Weekly management information (MI) is utilized to address priority focus areas indicated by an AMBER or RED rating.
Collaborate closely with the Customer Experience (CX) team to cultivate a culture of operational excellence, driving progressively higher performance standards for corporate clients.
To propose enhancements to existing processes and procedures that elevate the quality and efficiency of operational service delivery, then advocate for and implement these improvements in alignment with established guidelines.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in accordance with established data retention schedules, while maintaining flawless integrity of each file and folder. Tableau files and processed UA01 files or folders must remain readily accessible to stakeholders as needed.
Management and distribution of the UA01 tracker to relevant stakeholders are essential to ensure adherence to reporting requirements for excesses as defined in the excess reports’ guidelines.
Monthly, perform sampling to gather supporting documentation for online outward remittances exceeding USD 10,000 or an equivalent amount in other currencies.
We are looking for a Business Management professional who will oversee approximately 20 to 30 percent of our operational and strategic initiatives. The ideal candidate will collaborate with cross-functional teams, ensuring alignment between business objectives and execution while optimizing processes for efficiency and growth. Responsibilities include analyzing performance metrics, identifying cost-saving opportunities, and implementing improvements to enhance overall productivity. Additionally, this role requires strong leadership skills to mentor teams, drive decision-making, and maintain a results-driven culture. A minimum of five years of relevant experience in business administration, strategic planning, or a related field is required, along with proficiency in data analysis tools and exceptional communication abilities. The successful candidate will possess a keen business acumen, adaptability to evolving market conditions, and a commitment to achieving sustainable business outcomes.
Attending routine coverage meetings to address key challenges and facilitate the implementation of effective solutions.
Ensure seamless, consistent, and proactive collaboration between front-office and back-office teams. Meet all internal deadlines with a minimum standard well ahead of service-level agreements (SLAs).
A minimum of one week prior to the scheduled leave, a comprehensive handover, including detailed notes and agreed-upon actions, must be conducted to ensure continuity.
Comply with established protocols and schedules, including leave rotations and other relevant arrangements.
Engage proactively in training programs and collaborative team-building activities to foster professional development and enhance team cohesion.
Consistently address and implement suggestions received through multi-source evaluations to drive performance enhancements.
Preferred Qualification: A Bachelor’s degree in Computer Science, Engineering, or a related field is strongly preferred; alternatively, relevant work experience may also be considered. Proficiency in programming languages such as Python, Java, or C++ is required, as is experience with software development methodologies, version control systems (e.g., Git), and debugging tools. Familiarity with cloud platforms (e.g., AWS, Azure) and containerization technologies (e.g., Docker, Kubernetes) is a plus. Strong analytical and problem-solving skills, along with the ability to work collaboratively in a team environment, are essential. Excellent communication skills, both written and verbal, are also necessary to convey technical concepts to non-technical stakeholders.
A recognized institution must award a bachelor’s degree in a business-related discipline.
We seek candidates with a proven track record in the field, demonstrating expertise through prior roles. Ideal applicants will bring hands-on experience relevant to the position’s core functions, ensuring seamless integration into the team. Familiarity with industry standards and best practices is highly valued, as is the ability to apply technical or operational knowledge effectively. Additionally, exposure to similar environments or challenges will be considered an asset in meeting the role’s demands.
Essential
A thorough understanding of the Bank’s offerings, services, and operational guidelines, as well as any specialized expertise pertinent to the position, is essential for effectively fulfilling the role’s responsibilities.
Seeking a candidate with solid technical competencies in customer service equipment, along with an in-depth mastery of the bank’s core frontline systems. The ideal applicant will possess a comprehensive grasp of both front and back-office operations and procedures, coupled with a practical awareness of the risks and controls pertinent to telephonic transactions.
Possesses comprehensive expertise in pertinent processes and procedures, ensuring adherence to established guidelines and standards. Demonstrates a thorough understanding of operational workflows and regulatory requirements essential for effective execution of duties.
Profound expertise in operational risk frameworks and stringent requirements and standards relevant to associated processes and procedures is essential.
Possesses a comprehensive grasp of team performance goals, specifically service level agreements and customer service benchmarks, ensuring alignment with organizational objectives.
Proficient knowledge of various technical platforms, including Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as data visualization tools like Tableau and Qlik View, is required.
A solid grasp of pertinent regulations, including Know Your Customer (KYC) requirements, anti-money laundering (AML) laws, and established service standards, is essential.
Proficient understanding of corporate banking service benchmarks and established complaints’ resolution protocols.
Demonstrates understanding of collaboration across various business units, centers, and branches, ensuring effective teamwork and alignment with organizational objectives.
A solid understanding of bank products and services, along with familiarity with corporate banking offerings, is essential.
Experience in customer service roles and people management, ideally within the corporate banking sector, is required.
Assistance in role effectiveness may be provided through training, which could have been completed beforehand.
To ensure adherence to legal and regulatory standards, the role involves developing, implementing, and monitoring comprehensive compliance policies. This includes maintaining up-to-date knowledge of evolving laws and industry regulations, conducting thorough risk assessments, and establishing clear guidelines to mitigate potential violations. Responsibilities also include training employees on compliance requirements, performing periodic audits, and promptly addressing any identified gaps or violations. The position requires strong analytical skills, attention to detail, and the ability to communicate complex regulatory information effectively to stakeholders at all levels. Collaboration with legal, operational, and senior management teams is essential to integrate compliance measures seamlessly across the organization.
Corporate Service Standards and Complaints Management process encompasses the systematic procedures and protocols implemented by an organization to uphold service excellence and address customer grievances effectively. This framework ensures adherence to predefined quality benchmarks, facilitates timely resolution of complaints, and supports continuous improvement in service delivery. It typically involves clear escalation paths, documentation of interactions, and performance metrics to evaluate and enhance customer satisfaction and operational efficiency.
The position is responsible for ensuring compliance with anti-money laundering (AML) regulations, detecting suspicious activities, and reporting them to the appropriate authorities. This role requires a thorough understanding of AML laws and procedures, strong analytical skills, and the ability to investigate complex financial transactions. Key responsibilities include monitoring transactions for unusual patterns, conducting risk assessments, and maintaining accurate records in accordance with regulatory standards. The ideal candidate will have prior experience in AML compliance, a working knowledge of relevant software tools, and a commitment to upholding the highest ethical standards in financial oversight.
Perform Know Your Customer (KYC) and Operation Rigor training sessions to ensure compliance with regulatory standards and operational excellence, equipping staff with the necessary skills and knowledge to identify and mitigate risks effectively.
The position entails several distinctive and demanding responsibilities that set it apart from conventional roles.
Responsible for overseeing stakeholder management across corporate service touchpoints within the bank, ensuring alignment with strategic objectives and maintaining high standards of service delivery. Additionally, you will be tasked with monitoring service level agreements (SLAs) to guarantee compliance with established benchmarks and drive continuous improvement in operational performance.
Professionals engaged in screen-based duties must maintain consistent visual focus and meticulously review completed tasks. This role demands a high degree of attention to detail while working extensively with digital displays. Additionally, thorough verification of is essential to ensure accuracy and adherence to established standards.
Perform a variety of tasks and processes with adaptability and flexibility, engaging across multiple functions and operational areas.
Proficient understanding of technical concepts, methodologies, and best practices relevant to the field is required. The ideal candidate will demonstrate strong analytical abilities, exceptional problem-solving skills, and the capacity to apply theoretical knowledge to practical scenarios. Familiarity with industry standards, tools, and emerging technologies is essential. Additionally, excellent communication skills—both written and verbal—are necessary to convey complex information effectively. The role demands adaptability, a commitment to continuous learning, and the ability to collaborate across multidisciplinary teams. Prior experience in similar roles or projects is highly preferred.
Able to thrive in fast-paced, high-stakes settings while collaborating effectively with diverse teams to achieve shared objectives.
Proven ability to communicate clearly and persuasively, both verbally and in writing.
Proven ability to communicate effectively and professionally over the telephone is essential. Strong interpersonal skills are required to engage with clients and colleagues in a clear, courteous, and efficient manner.
Seasoned professionals adept at building and nurturing internal relationships to foster collaboration and drive organizational success.
Analytical, information gathering, creative thinking, and decision-making abilities are essential for this role. These competencies enable the successful candidate to evaluate complex situations, collect and interpret relevant data, and generate innovative solutions while exercising sound judgment. Proficiency in these areas ensures effective problem-solving, informed decision-making, and the capacity to navigate challenges with both precision and originality.
Capable of effectively overseeing transitions, adept at addressing and resolving issues that may arise throughout the process.
Driven by a commitment to service excellence and adept at stakeholder management, the ideal candidate will excel in cultivating strong relationships, aligning diverse interests, and ensuring seamless collaboration across teams and external partners. This role demands exceptional communication skills, a proactive mindset, and the ability to navigate complex organizational dynamics while delivering measurable value to all stakeholders.
Deliver exceptional performance, ensure customer satisfaction, and operate with agility to achieve rapid execution.
Qualifications
BA/BSc/HND
