Job Description
To fulfill the role’s primary objectives, the successful candidate will be responsible for executing key functions aligned with the position’s core mission. This individual will oversee critical tasks, ensuring adherence to established protocols while maintaining a high standard of performance. The ideal applicant must meet specified qualifications, possess relevant experience, and demonstrate the ability to contribute effectively to the team’s success. Duties will include managing operational responsibilities, collaborating with stakeholders, and achieving measurable outcomes in accordance with organizational goals.
Conduct comprehensive product analysis and implement strategic enhancements to optimize the performance of Digital Banking solutions, including mobile banking, internet banking, APIs, and other digital channels.
Translate customer digital requirements into actionable data-driven insights and identify opportunities to enhance product offerings.
Serves as the primary authority on technical specifications for all Digital-related initiatives.
You will serve as the primary point of contact throughout projects and system upgrades.
Oversee critical account management responsibilities to ensure strategic objectives are met, fostering long-term client relationships and driving revenue growth. Develop and execute comprehensive account plans tailored to each client’s unique needs, aligning offerings with their evolving business priorities. Collaborate cross-functionally with sales, marketing, and product teams to deliver cohesive solutions that enhance customer satisfaction and retention. Monitor key performance indicators (KPIs) to assess account health, identifying opportunities for upselling, expansion, or intervention as needed. Serve as the primary point of contact, addressing escalations promptly and ensuring timely resolution of client concerns. Provide actionable insights and data-driven recommendations to leadership to inform strategic decision-making. Ensure adherence to company policies, contractual obligations, and service-level agreements while maintaining high standards of professionalism and accountability.
Business – 60%
Transform business and customer needs into clearly defined digital product features and actionable user stories.
Establish and monitor key performance indicators for digital products, including adoption rates, active user counts, transaction success metrics, and drop-off occurrences.
Examine customer journeys across various digital platforms to pinpoint areas of friction and inefficiency.
Contribute to the formulation and advancement of the strategic product roadmap for digital banking platforms.
Conduct post-release assessments and propose ongoing enhancements to ensure sustained progress.
Work collaboratively with IT, UX, and business teams to establish and prioritize system enhancements and feature improvements.
Perform comprehensive cost-benefit and impact assessments for digital projects.
Provide frontline assistance to users addressing issues encountered on digital platforms.
Housekeeping Digital Channels entails overseeing and optimizing the SMS purchase processes to ensure seamless integration, functionality, and user experience across digital platforms. This role involves monitoring transaction flows, troubleshooting issues, and maintaining system efficiency to support uninterrupted service delivery. Additionally, the position requires collaboration with cross-functional teams to streamline operations, enhance data accuracy, and uphold compliance with regulatory standards. A strong understanding of SMS purchasing mechanisms, digital infrastructure, and customer service principles is essential for success in this role.
The incumbent is responsible for managing disaster recovery (DR) site operations and coordinating business continuity management (BCM) testing schedules.
Performing user acceptance testing (UAT) on newly developed products and systems constitutes a key responsibility of this role.
Providing instruction and guidance to users on both newly implemented and current Digital systems.
Collaborating closely with the Supplier Manager, serve as the main point of contact for the supplier, addressing and escalating any issues as they arise. You will also oversee the Accountable Executive relationship, ensuring alignment through consistent management information, detailed reporting, and proactive issue tracking.
Stay informed about the latest advancements and emerging trends in Information Communications and Technology (ICT), including hardware, software, products, and service innovations.
Conduct comprehensive User Acceptance Testing (UAT), regression testing, and quality assurance evaluations for new product releases and system enhancements to ensure adherence to specifications and standards.
Collect, process, and maintain accurate data records while ensuring compliance with reporting standards and organizational policies. Analyze trends and generate insightful reports to support decision-making processes. Verify data integrity through regular audits and validation checks, addressing discrepancies promptly. Collaborate with cross-functional teams to gather relevant information and facilitate seamless data flow across departments.
Examine user behavioral patterns, including navigation paths, points of abandonment, and levels of interaction.
Analyze customer data to segment audiences and derive actionable insights from their behavior and characteristics.
Conduct A/B testing and experiments to assess variations and optimize performance outcomes.
Offer data-backed insights to inform and drive digital expansion strategies.
Analyze and project future patterns in usage, volumes, and adoption rates to inform strategic decision-making.
Develop interactive dashboards to monitor and analyze the utilization and effectiveness of digital products.
Convert data extracts from diverse sources into actionable insights using reporting tools such as Excel, PowerPoint, and Word to fulfill reporting requirements. This involves preparing management information (MI) and addressing ad-hoc queries in alignment with pre-established deadlines.
Ensure all business intelligence operations align with the established data governance frameworks mandated by the business unit. This encompasses rigorous oversight of data quality, meticulous management of the information lifecycle, and strict adherence to information security and privacy protocols.
Create a standardized reporting framework to address requests while implementing robust change control measures to maintain auditability.
Maintain all current reports using standard reporting tools to ensure their continued relevance for decision-making and adherence to sound data governance practices.
Engage collaboratively with stakeholders, both formally and informally, to ensure comprehensive participation in the development and delivery of MI reporting solutions.
Engage in established forums and committees to remain informed about emerging trends and advancements.
Perform validation checks during the creation of new reports and the execution of current scripts to verify the incorporation of accurate data and compliance with all data quality standards.
Escalate any identified data quality and governance issues to the relevant line manager for resolution.
Manages objectives with a focus on control-related activities, constituting 10% of overall responsibilities.
Verify adherence to regulatory frameworks and organizational policies governing digital analytics practices.
Oversee potential risks associated with digital offerings and customer interactions to ensure proactive identification and mitigation.
Effectively manage risk and control by implementing appropriate risk frameworks and fostering a positive risk culture.
Grasp the significance of your position within the comprehensive workflows you contribute to, including the associated risks and control measures.
Ensure strict compliance with all ABSA policies and procedures relevant to your position, exercising sound judgment and demonstrating responsible risk management at all times.
Report all risk events, incidents, and issues through the established process for your designated business area, analyze their root causes, and develop strategies to mitigate potential recurrences in the future.
Proactively identify opportunities to enhance the control environment by assessing potential risks within the processes I oversee and implementing measures to mitigate errors before they occur.
All mandatory training must be completed by the deadline.
Seeking innovative methods to enhance the adoption of automated controls while maintaining an effective equilibrium between preventative and detective measures.
Ensure all activities and duties strictly adhere to regulatory mandates, the Enterprise-Wide Risk Management Framework, and internal ABSA Policies and Policy Standards. Identify, assess, and mitigate risks and risk-related events (incidents) pertinent to the position.
Drive operational efficiency by proactively identifying and eliminating unnecessary expenses while strategically optimizing investments in high-value areas to enhance overall business performance.
Preferred Qualification: A minimum of five years of progressive experience in a senior-level accounting or financial management role, along with a proven track record in strategic financial planning and analysis. The ideal candidate will possess strong leadership abilities to mentor and guide teams, exceptional communication skills for stakeholder engagement, and in-depth expertise in regulatory compliance, risk management, and financial reporting standards. Additionally, candidates should demonstrate proficiency in financial software and systems, a deep understanding of GAAP and IFRS principles, and the ability to translate complex financial data into actionable business insights. A recognized professional certification, such as CPA, CMA, or CFA, is highly desirable.
A bachelor’s degree or its equivalent is required.
A minimum of five years of related work experience is highly desirable.
Required is a solid understanding of banking systems and their operational frameworks. Candidates must possess familiarity with core banking functions, transaction processing, regulatory compliance, and risk management protocols. Proficiency in relevant software platforms, such as core banking solutions, financial reporting tools, and customer relationship management systems, is also essential. Additionally, knowledge of industry standards, emerging technologies, and evolving regulatory requirements is highly valued.
Seasoned professionals with a proven track record in overseeing projects from inception to completion are encouraged to apply. A minimum of three years of hands-on experience in project management is required, along with a demonstrated ability to lead cross-functional teams, manage budgets, and ensure timely delivery of milestones. Strong organizational skills, meticulous attention to detail, and proficiency in project management software are essential. Candidates must possess excellent communication abilities to liaise with stakeholders and resolve conflicts effectively.
Proficiency in analyzing digital banking products, leveraging data analytics, or managing product lifecycles is required.
Requires a strong background in managing digital banking platforms and systems. Demonstrates expertise in overseeing online financial transactions, account management, and customer service enhancements within a digital environment. Proven ability to ensure seamless digital banking operations, maintain system security, and optimize user experience for customers.
Conduct thorough quality assurance inspections and execute user acceptance testing (UAT) to validate system functionality, ensure compliance with specifications, and verify end-user requirements are met before final deployment.
Proficient understanding of the designated field of expertise, along with the ability to apply relevant technical skills and methodologies to achieve optimal outcomes. Demonstrated capability in analyzing complex problems and implementing effective solutions through structured approaches. Strong communication skills to convey intricate concepts clearly to diverse audiences, both verbally and in writing. Familiarity with industry-standard tools, software, or frameworks pertinent to the role. Commitment to continuous learning and professional development to stay current with evolving trends and best practices in the sector.
Proficient in understanding and applying ABSA’s product processes, procedures, and operational frameworks comprehensively.
Proven expertise in IT systems, architecture, and integration frameworks is essential for this role.
Proven expertise in optimizing and managing complete workflow processes from initiation to completion, with a focus on enhancing efficiency and effectiveness.
Experienced professionals with a track record in executing systems implementation and development initiatives are sought for this role.
Experienced in executing and validating tests within the ABSA User Acceptance Testing (UAT) environment.
Qualifications
BA/BSc/HND
