Job Summary
To deliver expert guidance and assistance, this position aims to uphold customer satisfaction and elevate the overall customer experience by adhering to established objectives in alignment with approved standard operating procedures (SOPs). Selection for this role may influence compensation and benefits applicable in Botswana; further details are available upon request from the Reward team.
We are seeking a results-driven professional to join our team as [Job Title], responsible for [specific role or function]. The ideal candidate will possess [X years] of experience in [relevant field], along with proficiency in [specific skills or tools]. Key responsibilities include [detailed list of duties], ensuring [specific outcome or goal]. Additionally, the role requires strong [key competency, e.g., communication, problem-solving], with the ability to [specific task or capability]. Qualifications include [education, certification, or experience requirements], and the successful applicant will thrive in a [specific work environment or culture]. This position offers opportunities for professional growth within a dynamic and collaborative organization.
The primary objective of this position is to oversee and execute key responsibilities essential to the organization’s success, ensuring alignment with strategic goals and operational excellence.
This position entails conducting Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support function, where the incumbent may be expected to operate with flexibility across diverse activities and collaborate with cross-bank stakeholders to uphold service governance, ensuring an exceptional client experience for corporate customers.
The role involves supporting the Client Experience Lead by performing data analytics to coordinate Coverage, Products, and Operations teams, ensuring the delivery of exceptional customer service to corporate clients through proactive management of all day-to-day corporate banking activities.
The role involves supporting the Client Experience Lead with data analytics while overseeing the daily operations of corporate customer service, ensuring high levels of customer satisfaction, and providing assistance to branches in their corporate customer service initiatives.
To support the Client Experience Lead in data analytics, the role involves coordinating efforts to uphold service standards across business, operations, and branch distribution functions, ensuring alignment with Corporate and Investment Banking’s goals for market leadership.
To support the Client Experience Lead in data analytics, the role involves overseeing and validating the integrity of corporate service standards and the service governance and control framework by compiling, analyzing, and reviewing a wide range of Client Experience data and management information. This includes but is not limited to Customer Onboarding, Complaints and Queries Management, governance reports on Client Experience Service Standards, tracking of Payment documentation, Excess Management tracking and archiving, monthly service package and dashboard updates, and coordinating customer surveys.
To gather and analyze data for evaluating Account Opening documents in alignment with current policies and guidelines, this role involves verifying account opening documentation and change mandates against established procedures, as well as recording applications and account maintenance activities in the system. Additionally, the position entails compiling 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, and Payment documentation tracking.
Key Accountabilities
We are seeking a Client Experience Governance Analytics professional to oversee and enhance our analytics and governance frameworks. In this role, you will ensure that our client experience initiatives are data-driven, compliant, and aligned with organizational standards. Your responsibilities will include monitoring performance metrics, identifying trends, and providing actionable insights to improve client satisfaction and operational efficiency. Additionally, you will collaborate with cross-functional teams to implement governance policies and maintain high standards of data integrity and reporting accuracy. The ideal candidate will have at least 70-80% experience in client experience analytics, governance frameworks, and data analysis, with a strong understanding of industry regulations and best practices.
Compile data analytics and management information to support, among other areas, client experience initiatives and performance metrics.
Ensure prompt escalation of all unresolved service issues—including those related to processes and queries exceeding agreed-upon timeframes—to the appropriate personnel, with notification provided to the CX Lead or their designated representative.
To ensure ongoing enhancement of client experience, distribute the Complaints MI report on a monthly basis to the CIB team, emphasizing key service trends and emerging themes for strategic review and action.
Ensure compliance with the established complaints handling guidelines to maintain high-quality case standards, and provide constructive feedback to teams regarding any identified deficiencies in logged complaints.
Identify the underlying cause of client complaints to facilitate effective resolution and prevent recurrence.
To achieve a resolution for at least 80% of cases within the same business day.
Ensure that every detail documented in the Complaints Management Information (MI) for CIB complaints is 100% accurate, concise, and delivered promptly.
Assist in the development and administration of business processes with the objective of reducing income leakages while enhancing overall efficiency and effectiveness.
Monitor monthly management information reports tracking the error rates associated with returned Know Your Customer (KYC) documentation for each Relationship Manager (RM) and Customer Management Associate (CMA).
Develop and maintain an active customer database, with a minimum requirement of quarterly updates to all contact details to ensure accuracy.
Craft and oversee impactful management information (MI) systems designed to propel Corporate & Investment Banking (CIB) operations forward while elevating overall business and individual productivity metrics.
Prepare ad hoc management information (MI) as needed, providing timely and accurate reports to address specific requirements as they arise.
Engage in ARE and Kenya service meetings to identify and address emerging service themes.
Proactively monitor all logged client cases and anticipated inquiries to confirm they are addressed in accordance with established standards and TCF policy.
Review weekly management information (MI) to address priority areas flagged with an AMBER or RED rating.
Collaborate effectively with the Customer Experience team to foster a culture of operational excellence, driving continuously improving performance standards for corporate clients.
Analyze existing processes and procedures to propose enhancements that elevate operational service quality and efficiency, then advocate for these improvements while adhering to predefined parameters.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in strict accordance with data retention schedules, maintaining absolute integrity of the files and folders at all times. Tableau files, as well as UA01 files or folders that have been processed, must remain readily accessible to stakeholders whenever needed.
The UA01 tracker is managed and distributed to relevant stakeholders to uphold compliance with reporting requirements for excesses, in accordance with the established rules for those reports.
Monthly sampling is performed to gather supporting documentation for online outward remittances exceeding USD 10,000 or its equivalent in other currencies.
Seeking a professional with expertise in Business Management, responsible for overseeing 20-30% of core operational tasks. This role requires strategic planning, resource allocation, and performance monitoring to ensure organizational efficiency. Duties include managing teams, optimizing processes, and implementing policies to drive growth. Ideal candidates must possess strong leadership, analytical, and problem-solving skills, along with relevant experience in business administration or related fields. Familiarity with industry standards and regulatory compliance is essential for success in this position.
Attending scheduled coverage huddles to address key challenges and execute effective solutions.
Facilitate seamless and consistent collaboration between front and back office teams, as well as operations, ensuring workflows remain efficient and proactive. Meet all internal deadlines with the highest priority, consistently exceeding SLA requirements.
Adequate preparation for leave involves compiling and reviewing handover notes and agreed-upon actions at least one week prior to the scheduled absence.
Consistently follow the established protocols and schedules, including leave rotation and other related arrangements.
Engage proactively in professional development workshops and collaborative team-building initiatives to foster both individual growth and cohesive team dynamics.
Respond promptly to feedback from multiple sources and implement enhancements based on the insights gained.
Highly desirable candidates will possess specific qualifications and relevant experience that align with the role’s requirements, enhancing their potential for success. These qualifications may include advanced technical expertise, specialized certifications, or prior achievements in a comparable position, which would demonstrate their capability to meet the demands of the job effectively.
A relevant Bachelor’s or Master’s degree in Business Administration, Finance, Economics, or a closely related field from an accredited university is required.
Preferred candidates will have a minimum of three years of relevant experience in the field, with a proven track record of success in similar roles. Familiarity with industry-specific software, tools, or methodologies is required, and prior leadership or project management experience is highly desirable. The ideal applicant will demonstrate strong analytical, problem-solving, and communication skills, along with the ability to collaborate effectively within cross-functional teams. A commitment to continuous learning and adaptability to evolving industry trends is essential.
Essential
A working understanding of the Bank’s offerings, services, and internal policies, or equivalent specialized expertise, is essential for fulfilling the responsibilities of this position.
Proficiency in the technical aspects of customer service equipment is essential, alongside an in-depth understanding of the bank’s frontline systems. A comprehensive grasp of both front and back-office processes and procedures is required, along with a solid working knowledge of risks and controls associated with telephonic transactions.
Demonstrates a comprehensive grasp of pertinent processes and established procedures.
Profound expertise in operational risk management, coupled with a strict adherence to applicable requirements and standards governing relevant processes and procedures, is essential.
A solid grasp of team performance goals, including service level agreements and customer service targets, is essential.
A solid grasp of technical frameworks such as Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, alongside expertise in tools like Tableau and Qlik View, is essential.
Proficiency in pertinent regulatory frameworks, such as Know Your Customer (KYC) protocols, anti-money laundering (AML) measures, and established service standards, is required.
Proficient understanding of corporate banking service benchmarks and the protocols for addressing complaints is essential.
Proficiency in collaborating with various team interfaces, including other business areas, centers, and branches, is required.
A comprehensive understanding of bank products and services, coupled with expertise in corporate banking offerings, is essential.
Seasoned professionals with a solid background in customer service environments and prior experience in people management are preferred, ideally within the corporate banking sector.
Training is often essential for enhancing performance in this position and may have been completed before assuming these responsibilities.
Develops, implements, and maintains comprehensive compliance policies to ensure adherence to all relevant laws, regulations, and industry standards, safeguarding organizational integrity and mitigating risk exposure across all operational functions.
The Corporate Service Standards and Complaints Management process ensures adherence to organizational benchmarks while addressing and resolving customer concerns efficiently. This structured approach involves monitoring service delivery to maintain high-quality standards and systematically handling complaints to enhance customer satisfaction and operational excellence. By implementing clear protocols and accountability measures, the process fosters continuous improvement and reinforces trust in the organization’s commitment to service excellence.
The position requires vigilant monitoring of transactions to identify and mitigate potential money laundering activities, ensuring strict compliance with anti-money laundering (AML) regulations. Key responsibilities include conducting thorough due diligence on customers, performing risk assessments, and filing suspicious activity reports (SAR’s) when necessary. Candidates must possess strong analytical skills, attention to detail, and in-depth knowledge of AML frameworks, such as the Bank Secrecy Act (BSA) and the USA PATRIOT Act. Proficiency in AML software and tools, along with relevant certifications like CAMS, is highly desirable. This role demands a commitment to continuous learning to stay updated on evolving AML trends and regulatory changes.
To complete the KYC and Operation Rigor training program, candidates must ensure compliance with regulatory standards and operational protocols. This training focuses on verifying customer identities, assessing risk levels, and implementing rigorous due diligence procedures. Participants will learn to identify suspicious activities, report potential fraud, and maintain accurate records in alignment with industry best practices. Successful completion requires active engagement in interactive modules, passing assessments, and demonstrating proficiency in fraud detection and prevention techniques.
The role presents unique and highly demanding responsibilities that set it apart from standard positions. This position requires individuals capable of excelling under significant pressure while maintaining exceptional performance standards. Key expectations include the ability to adapt swiftly to dynamic challenges, solve complex problems efficiently, and demonstrate unwavering commitment to achieving ambitious objectives. Candidates must possess a rare combination of resilience, strategic thinking, and dedication to deliver outstanding results in a fast-paced environment.
Deliver strategic oversight of all corporate service touchpoints to ensure alignment with stakeholder expectations, while concurrently tracking and upholding service level agreements (SLAs) to maintain operational excellence.
Individuals engaged in screen-based tasks must possess strong visual concentration capabilities to effectively monitor and verify completed work. This role demands sustained attention to detail, ensuring accuracy and precision in all deliverables. Candidates should demonstrate the ability to maintain focus over extended periods, accurately identifying discrepancies or errors in processed information.
Perform a variety of tasks and responsibilities with adaptability and efficiency, engaging in diverse processes and operational activities.
With expertise in the relevant field, candidates must possess comprehensive knowledge and a diverse set of skills to perform the job effectively. Proficiency in key areas is essential, including technical abilities, problem-solving capabilities, and strong communication skills. Experience with industry-standard tools and methodologies is highly desirable, along with the ability to adapt to evolving challenges and work collaboratively in a team environment. Additionally, attention to detail and a commitment to continuous learning are critical for success in this role.
Collaborative abilities in demanding, fast-paced settings are essential.
Exceptional verbal and written communication skills, along with a strong aptitude for delivering compelling presentations, are essential.
Possesses exceptional abilities in verbal communication over the phone, demonstrating clarity, professionalism, and courtesy in every interaction.
Skilled in cultivating and maintaining professional relationships within the organization is essential. Demonstrated ability to collaborate across departments, connect with key stakeholders, and leverage internal networks to drive projects and initiatives forward is required. Strong interpersonal skills and a proactive approach to relationship-building are necessary to identify opportunities and foster a collaborative work environment.
Analytical, information-gathering, creative thinking, and decision-making skills are essential to fulfill the responsibilities of this position effectively.
Possesses strong change management skills, encompassing issue identification, escalation, and resolution.
Service-oriented and adept at stakeholder engagement, the ideal candidate will prioritize client satisfaction while fostering strong relationships with key stakeholders across multiple levels. They will ensure alignment between project objectives and stakeholder expectations through proactive communication, transparent updates, and collaborative problem-solving. Responsibilities include identifying critical stakeholders, assessing their needs, and tailoring engagement strategies to maintain trust and drive project success. Strong interpersonal skills, negotiation abilities, and a results-driven mindset are essential to navigate diverse stakeholder dynamics and deliver mutually beneficial outcomes.
Our objective is to enhance performance metrics, ensure exceptional customer satisfaction, and maintain a swift pace of execution.
Qualifications
BA/BSc/HND
