We are seeking a highly motivated and skilled individual to join our team in the role of [Job Title]. The successful candidate will be responsible for [primary responsibility], ensuring [specific outcome or goal]. Key duties include [duty 1], [duty 2], and [duty 3], with a strong emphasis on [specific skill or quality]. Applicants must possess [required qualification 1], [required qualification 2], and [required qualification 3], along with [additional skill or experience]. Additionally, the ideal candidate will demonstrate [soft skill or trait], enabling them to excel in a fast-paced environment. Proficiency in [tool, software, or language] is essential, and experience in [industry or field] is highly desirable. This position offers a competitive salary, benefits package, and opportunities for professional growth within a dynamic organization.
To deliver expert guidance and assistance, this role ensures customer satisfaction and elevates the overall experience by adhering to established objectives and standard operating procedures (SOPs). Selection for this position may influence compensation and benefits in Botswana, with further details available from the Reward team.
Job Description
Job Purpose
This position is dedicated to Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support function. The role may involve adaptable work across diverse responsibilities and collaboration with cross-bank stakeholders to uphold service governance, ensuring an exceptional client experience for corporate customers.
The Client Experience Lead will be supported by this role in analyzing data to coordinate efforts with the Coverage, Products, and Operations teams, ensuring they deliver exceptional customer service to corporate clients. Through proactive analysis and reporting, the position will facilitate the seamless execution of daily corporate banking operations, enhancing overall service quality and client satisfaction.
The Client Experience Lead requires support in data analytics, overseeing daily operations related to corporate customer service experiences while ensuring customer satisfaction and providing assistance to branches in their corporate customer service initiatives.
The incumbent will support the Client Experience Lead in data analytics, ensuring service standards are maintained across business units, operations, and branch distribution to meet corporate and investment banking objectives for market leadership.
The role involves supporting the Client Experience Lead by performing data analytics tasks, monitoring and validating the integrity of corporate service standards, and ensuring the effectiveness of the service governance and control framework. This includes compiling and reviewing a wide range of Client Experience data and management information analytics, covering areas such as Customer Onboarding, Complaints and Queries Management, Customer Experience Service Standards Governance Reports, Payment documentation tracking, Excess Management tracking and archiving, monthly service pack and service dashboards, as well as coordinating customer surveys.
To compile and analyze data for evaluating Account Opening documents in accordance with current policy rules and guidelines, this role involves verifying account opening documentation and change mandates against established policies and procedures. Additionally, the position requires capturing applications and account maintenance activities within the system, as well as compiling diverse Client Experience Data and Management Information analytics encompassing 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 our Client Experience Governance Analytics team, focusing on delivering 70-80% operational efficiency. This role requires a strategic leader who excels in analyzing client feedback, implementing governance frameworks, and ensuring compliance with established standards. Key responsibilities include developing and monitoring metrics to evaluate client satisfaction, identifying trends in service delivery, and collaborating cross-functionally to drive continuous improvement. The ideal candidate will possess strong analytical skills, proficiency in data-driven decision-making, and experience in governance processes within a client-centric environment. Additionally, they will be responsible for reporting insights to senior leadership and recommending actionable strategies to enhance overall client experience.
Compile and analyze data analytics and management information (MI) to support various client experience activities and performance metrics, including but not limited to the following:
Ensure all service-related issues—such as unresolved processes and queries beyond agreed timeframes—are escalated to the appropriate stakeholders, with notification provided to the CX Lead or their designated representative.
To enhance client satisfaction, circulate the Complaints MI report to the CIB team on a monthly basis, emphasizing emerging service trends and themes aimed at driving continuous improvement in client experience.
Ensure all cases meet the established complaints handling guidelines and provide teams with feedback regarding any discrepancies in logged complaints.
Conduct a thorough analysis to determine the underlying cause of client complaints.
Deliver resolution for 80% of all cases within the same business day.
Guarantee that every detail recorded in the CIB complaints management information system is entirely precise, succinct, and submitted within the required timeframe.
Assist in the development and oversight of business processes aimed at reducing income leakages while enhancing overall efficiency and effectiveness.
Monitor monthly management information reports overseeing the error rate in returned Know Your Customer documentation for each Relationship Manager and Client Management Associate, ensuring accurate tracking and reporting.
Develop and maintain an active customer database, ensuring that all contact information is reviewed and updated at least once every quarter.
Design, implement, and oversee impactful management information systems that propel CIB business growth while elevating both organizational and individual performance metrics.
Prepare and present ad hoc management information (MI) as needed, ensuring timely and accurate delivery to support decision-making processes.
Engage in ARE and Kenya service meetings to collaboratively identify and address emerging service themes and challenges.
Proactively monitor all recorded client cases and anticipated inquiries to verify compliance with established standards and TCF policies.
Address weekly MI to resolve areas identified with AMBER or RED ratings, prioritizing these focus areas for targeted improvement.
Collaborate with the Customer Experience team to foster a culture of operational excellence, ensuring the consistent delivery of enhanced performance standards to corporate clients.
Analyze and recommend enhancements to existing processes and procedures to elevate operational service quality and efficiency, then advocate for and implement these optimizations in alignment with established parameters.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in accordance with established data retention schedules, maintaining complete 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 upon request.
The UA01 tracker is managed and circulated among stakeholders to guarantee adherence to reporting requirements for excesses in accordance with the established rules governing those reports.
Perform monthly sampling to compile supporting documentation for online outward remittances exceeding USD 10,000 or its currency equivalent.
We are seeking a skilled Business Management professional to oversee strategic operations, ensuring efficiency and alignment with organizational goals. The successful candidate will dedicate 20-30% of their time to managing core business functions, including financial planning, team coordination, and process optimization. Responsibilities encompass developing and implementing policies, analyzing performance metrics, and fostering innovation to drive growth. A strong background in business administration, leadership experience, and proficiency in data-driven decision-making are essential. Exceptional communication and problem-solving skills are required to collaborate with stakeholders and lead cross-functional initiatives.
Regularly attending coverage huddles to address challenges and implement effective solutions ensures alignment and continuous improvement in our operations.
Ensure seamless, consistent, and proactive coordination between front-office and back-office teams, as well as operations teams. Meet all internal deadlines, with the minimum expectation being well ahead of the agreed-upon Service Level Agreements (SLAs).
Adequate preparation for leave must include a thorough handover, with all necessary notes and actions finalized and mutually agreed upon at least one week prior to the scheduled absence.
Ensure strict adherence to established protocols and schedules, including leave rotation and other related arrangements.
Engage proactively in professional development workshops and collaborative team-building exercises to enhance skills and foster a cohesive work environment.
Respond promptly to feedback received from the multi-source evaluation process, implementing enhancements as necessary.
Seeking a candidate with a demonstrated preference for advanced qualifications, including a Master’s degree or higher in a relevant field, coupled with at least three years of progressive professional experience in a similar role. The ideal applicant will possess strong analytical skills, proficiency in industry-standard software, and the ability to lead cross-functional teams. Exceptional communication and problem-solving abilities are essential, along with a commitment to continuous learning and adaptability in a dynamic work environment.
A bachelor’s degree in a business-related discipline from an accredited university is required.
Preferred Experience: Candidates should have a minimum of three years of relevant industry experience, with a proven track record in project management, strategic planning, or a closely related field. Experience with cross-functional collaboration, stakeholder engagement, and problem-solving in fast-paced environments is highly desirable. Familiarity with industry-specific tools, software, or methodologies will be considered advantageous, as will any prior experience in team leadership or mentoring roles. The ideal candidate will demonstrate adaptability and a commitment to continuous learning to stay aligned with evolving industry trends.
Essential
A thorough understanding of the Bank’s offerings, services, and internal policies—or relevant specialized expertise—is essential to fulfill the responsibilities of this position effectively.
Proficiency in operating customer service tools and equipment is essential, along with an in-depth grasp of the bank’s primary frontline systems. A comprehensive understanding of both front-end and back-end operational workflows and protocols is required, alongside familiarity with risk management and control measures pertaining to telephonic transaction processes.
Possesses comprehensive understanding of pertinent processes and procedures.
Demonstrated expertise in operational risk management, along with a comprehensive understanding of the stringent requirements and standards pertinent to relevant processes and procedures, is essential.
Proficient in aligning with team performance objectives, including service level agreements and customer service targets.
A solid grasp of technical frameworks, including Hybrid, FCR, OWLS, KAMES, BOC, SES, Salesforce, as well as tools like Tableau and Qlik View, is required.
A solid grasp and practical application of pertinent regulatory frameworks, including Know Your Customer (KYC) requirements, anti-money laundering (AML) statutes, and established service standards, are essential.
Demonstrates a solid understanding of corporate banking service standards and the procedures for handling complaints.
Proficient in collaborating across various business sectors, centers, and branches, ensuring seamless communication and alignment with cross-functional teams.
A solid understanding of bank products and services, along with expertise in corporate banking solutions, is essential for this role.
Suitable experience in customer service roles, along with a background in people management, ideally within the corporate banking sector, is required.
Training may enhance performance in the position and could have been completed beforehand.
Develops, implements, and maintains comprehensive compliance policies to ensure adherence to regulatory requirements and organizational standards, safeguarding the integrity of business operations and mitigating potential risks.
Corporate Service Standards and Complaints Management process encompasses the systematic establishment, implementation, and oversight of policies, procedures, and protocols to ensure consistent service delivery across the organization while addressing and resolving client grievances effectively. This function involves defining clear performance benchmarks, monitoring adherence to service-level agreements, and facilitating timely resolution of complaints to uphold organizational integrity and customer satisfaction. Additionally, it requires continuous evaluation of feedback mechanisms to identify trends, implement corrective actions, and enhance overall service quality in alignment with strategic objectives.
The role requires expertise in Anti-Money Laundering (AML) compliance, including the development, implementation, and monitoring of policies, procedures, and controls to detect and prevent financial crimes. Key responsibilities involve conducting risk assessments, performing transaction monitoring, and investigating suspicious activities to ensure adherence to regulatory standards. Additionally, the position involves collaborating with cross-functional teams, providing training on AML regulations, and maintaining comprehensive records for audits and reporting purposes. Candidates must possess strong analytical skills, attention to detail, and in-depth knowledge of AML laws, such as the Bank Secrecy Act (BSA), USA PATRIOT Act, and FINRA regulations. Experience in AML software, case management systems, and familiarity with KYC (Know Your Customer) processes are essential.
KYC and Operation Rigor training is essential for ensuring compliance with regulatory standards and mitigating financial risks. This training equips professionals with the necessary skills to verify customer identities, assess potential risks, and implement robust due diligence measures. Participants will learn to navigate complex regulatory frameworks, identify suspicious activities, and maintain meticulous documentation. The program emphasizes the importance of adherence to anti-money laundering (AML) and counter-terrorism financing (CTF) policies, fostering a culture of accountability and transparency within the organization.
The role presents a variety of demanding yet exceptional challenges that require a high level of expertise, adaptability, and dedication. Candidates must demonstrate the ability to manage complex tasks efficiently while maintaining a strong focus on detail and precision. The position involves rigorous responsibilities that demand proactive problem-solving skills, exceptional organizational capabilities, and the capacity to thrive under pressure. Additionally, the role may require collaboration across multiple teams, necessitating strong interpersonal and communication skills to ensure seamless execution of duties.
Manage corporate service touchpoints and oversee stakeholder relationships across the banking ecosystem, while ensuring rigorous monitoring of Service Level Agreements (SLAs).
Maintaining strong visual focus is essential for tasks involving extensive screen-based activities and meticulous review of completed work.
Perform a variety of tasks and responsibilities with adaptability across diverse operational frameworks and procedures.
Proficient in a wide range of technical and industry-specific competencies, with a strong foundation in relevant tools and methodologies. Demonstrates expertise through specialized training or hands-on experience, ensuring alignment with organizational objectives. Exhibits adaptability in acquiring new skills and applying them effectively to enhance performance. Maintains up-to-date knowledge of emerging trends and best practices to drive continuous improvement.
Collaborative aptitude in fast-paced, high-stakes settings is essential, as the role demands seamless cooperation among team members to meet stringent deadlines and deliver exceptional results under pressure.
Proficient in delivering clear, persuasive communication and engaging presentations with poise and precision.
Proficiency in telephone communication is essential, requiring clear articulation, active listening, and the ability to convey information effectively and courteously.
Proactive networking abilities are crucial to building and maintaining professional relationships within the organization. This role requires the capacity to engage with colleagues across various departments, fostering collaboration and facilitating the exchange of ideas. Demonstrated skill in cultivating connections, both formally and informally, ensures seamless teamwork and alignment with company objectives. Individuals should possess strong interpersonal skills to navigate organizational dynamics and leverage networks to drive project success.
Analytical proficiency, information acquisition, innovative problem-solving, and decisive judgment are essential competencies for this role.
Proven expertise in change management, encompassing the identification, assessment, and resolution of issues to ensure smooth transitions and minimize disruptions. Demonstrated capability to implement structured processes for managing change initiatives, including proactive issue identification and effective resolution strategies to maintain operational continuity and achieve desired outcomes.
Dedicated to delivering exceptional service and adept at managing stakeholders, this role focuses on fostering strong relationships and ensuring alignment with organizational objectives.
Elevate business performance, exceed customer expectations, and accelerate execution with urgency and precision.
Qualifications
BA/BSc/HND
