Job Summary
This position delivers expert guidance and assistance to uphold customer satisfaction and elevate the overall customer experience by fulfilling established objectives in alignment with agreed-upon standard operating procedures (SOPs). Selection for this role influences compensation and benefits in Botswana; further details can be obtained by contacting Reward.
We are seeking a highly motivated individual to join our team as a [Job Title]. The successful candidate will have a minimum of [X] years of relevant experience in [specific field or industry], along with a proven track record of [specific skills or achievements]. Responsibilities include [detailed breakdown of key duties], such as [specific task], [specific task], and [specific task]. The ideal candidate will possess strong [key competencies, e.g., communication, problem-solving, leadership] and the ability to work both independently and collaboratively within a fast-paced environment. Additionally, proficiency in [specific tools, software, or methodologies] is required, and familiarity with [industry-specific knowledge or practices] is highly desirable.
Job Purpose
This position focuses on Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support. The role involves adaptable collaboration across diverse responsibilities and requires engagement with cross-bank stakeholders to uphold service governance, ensuring an exceptional client experience for corporate customers.
The Client Experience Lead will be supported in data analytics efforts to facilitate seamless coordination between the Coverage, Products, and Operations teams, ensuring outstanding customer service for corporate clients through the proactive management of all daily corporate banking operations.
The Client Experience Lead will be supported in data analytics tasks while overseeing daily corporate customer service operations to ensure customer satisfaction and provide assistance to branches in their corporate customer service initiatives.
To support the Client Experience Lead in data analytics, coordinate efforts to uphold service standards across business units, operations, and branch distribution, ensuring alignment with corporate and investment banking objectives for market leadership.
The role involves supporting the Client Experience Lead in data analytics, overseeing the integrity of corporate service standards and the service governance and control framework. This is achieved by compiling, analyzing, and reviewing Client Experience Data and Management Information (MI) analytics across multiple 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 coordinating customer surveys, among others.
To gather and analyze data for evaluating Account Opening documents against current policy rules and guidelines, this role involves meticulously reviewing account opening documentation and change mandates against established policies and procedures. Additionally, the position requires capturing applications and account maintenance activities in the system, as well as compiling diverse Client Experience Data and Management Information analytics. These analytics span multiple areas, including but not limited to Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and Payment documentation tracking.
Oversee and manage critical client relationships, ensuring alignment with organizational objectives and fostering long-term partnerships. Develop and execute strategic account plans to maximize revenue growth and customer satisfaction while identifying opportunities for upselling and cross-selling. Collaborate with internal teams—including sales, marketing, and customer support—to deliver cohesive solutions and address client needs proactively. Monitor key performance indicators (KPIs) to track account health, resolve escalations efficiently, and maintain high retention rates. Serve as the primary point of contact for key clients, providing expert guidance and fostering trust through consistent communication and exceptional service delivery.
We are seeking a skilled professional to oversee Client Experience Governance Analytics, with a focus on driving strategic insights from 70% to 80% of our client engagement metrics. The ideal candidate will excel in analyzing performance data, identifying trends, and implementing governance frameworks to enhance client satisfaction and operational efficiency. Responsibilities include developing and maintaining governance dashboards, conducting root-cause analyzes, and collaborating with cross-functional teams to ensure compliance and continuous improvement. Proficiency in data analytics tools and a strong understanding of governance principles are essential for success in this role.
Compile performance metrics and management information (MI) related to client experience initiatives, encompassing—but not restricted to—the following activities and indicators.
Ensure all service-related issues—including, but not limited to, unresolved processes and queries that exceed agreed-upon timeframes—are promptly escalated to the appropriate level and individuals, with the Customer Experience Lead, or their designated representative, notified accordingly.
Monthly, circulate the Complaints MI to the CIB team to highlight emerging service trends and themes, aiming to enhance client experience.
Ensure that case quality aligns with established complaints handling guidelines and provide feedback to teams regarding any identified gaps in logged complaints.
Identify the underlying causes of client complaints to facilitate effective resolution.
Ensure that at least 80% of all cases are resolved within the same day.
Guarantee that the details documented in the CIB complaints Management Information system are entirely accurate, succinct, and submitted promptly.
Assist in the development and oversight of business processes to reduce income leakage while enhancing operational efficiency and effectiveness.
Monitor monthly management information circulated to evaluate and record the error rates associated with Know Your Customer (KYC) documentation returns for each Relationship Manager/Credit Manager Associate.
Develop and maintain an active customer database, ensuring contact details are updated at least quarterly.
Design and oversee impactful management information systems that propel the CIB business forward while elevating both organizational and individual productivity.
Compile ad-hoc management information as needed to support business operations and decision-making processes.
Engage in ARE and Kenya service meetings to identify and address emerging service themes.
Proactively monitor all documented client cases and anticipated inquiries to ensure they are resolved in accordance with established standards and TCF guidelines.
Employ weekly Management Information to address areas indicated with an AMBER or RED rating.
Collaborate effectively with the Customer Experience team to foster a culture of operational excellence, driving continuous improvement in performance standards for corporate clients.
Evaluate and propose enhancements to existing processes and procedures, with the goal of elevating operational service quality and efficiency, while ensuring these changes align with established parameters.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in strict compliance with data retention schedules, maintaining complete file and folder integrity. Stakeholders must have immediate and effortless access to Tableau files and processed UA01 files or folders whenever needed.
Management and circulation of the UA01 tracker to stakeholders to ensure compliance in reporting excesses as per that excess reports’ rules set.
Perform monthly sampling to gather supporting documentation for online outward remittances exceeding USD 10,000 or its currency equivalent.
We are seeking a dynamic and experienced Business Management professional to oversee and optimize our operational strategies, ensuring sustainable growth and efficiency. The ideal candidate will demonstrate a strong understanding of business processes, with at least 20 to 30% of their experience directly tied to management roles. Responsibilities include leading cross-functional teams, developing and implementing strategic initiatives, and analyzing performance metrics to drive informed decision-making. Additionally, the position requires a keen ability to identify opportunities for improvement, manage budgets, and foster a culture of innovation within the organization. A proven track record in business administration, leadership, and problem-solving is essential to succeed in this role.
Engaging in structured coverage huddles to identify key challenges and apply effective, actionable solutions.
Facilitate seamless, consistent, and proactive collaboration between front-office and back-office/operations teams, ensuring all internal deadlines are consistently met, with performance exceeding service-level agreements (SLAs).
A comprehensive and mutually agreed handover, including detailed notes and action items, must be completed at least one week prior to the scheduled leave.
Maintain strict adherence to established protocols and schedules, including leave rotations and other predefined arrangements.
Engage in professional development programs, workshops, and collaborative team-building exercises to enhance skills and foster a cohesive team environment.
Consistently address and enhance the feedback received through the multi-source evaluation system.
Highly desirable qualifications include a Bachelor’s degree in a relevant field or an equivalent combination of education and experience, along with proficiency in industry-specific software and tools. Candidates should demonstrate strong analytical abilities, exceptional problem-solving skills, and the capacity to work both independently and collaboratively in a fast-paced environment. Prior experience in a similar role or industry is preferred, as are excellent communication skills and a commitment to continuous professional development. Knowledge of regulatory standards and best practices is also advantageous.
A recognized institution must confer a university degree in a business-related field.
We value candidates with a proven track record in the relevant field, ideally demonstrating at least three years of hands-on experience. Familiarity with industry-specific tools, methodologies, or frameworks is highly advantageous, as is exposure to best practices in [specific domain]. Additionally, experience collaborating in cross-functional teams or leading projects is considered a significant asset. Candidates with prior involvement in [relevant industry/program] or those holding [specific certification, if applicable] will be given special consideration. Strong problem-solving abilities and adaptability in fast-paced environments are also desirable traits.
Essential
A thorough understanding of the Bank’s offerings, services, and operational guidelines—or relevant specialized expertise—is essential for effectively fulfilling the responsibilities of the position.
Required competencies include proficiency in customer service technologies, comprehensive familiarity with the bank’s primary frontline systems, and a solid grasp of both front and back-office operational workflows and protocols. Additionally, the role demands practical awareness of the risks and controls pertinent to telephonic transaction processes.
Proficient understanding of pertinent processes and established procedures is essential for this role.
Extensive expertise in operational risk and stringent compliance with relevant processes and procedures is essential.
A solid grasp of the team’s performance goals, including service level agreements and customer service benchmarks, is essential.
A strong familiarity with technical systems is required, including Hybrid, FCR, OWLS, KAMES, BOC, SES, Salesforce, Tableau, and Qlik View, among others.
A solid grasp of pertinent regulatory frameworks, including Know Your Customer (KYC) requirements, anti-money laundering (AML) protocols, and established service standards, is essential.
Demonstrates a strong understanding of corporate banking service standards and the intricacies of complaints handling procedures.
Through collaboration with diverse business segments, centers, and branches, the ideal candidate will effectively interface with various teams.
A comprehensive understanding of banking products and services along with expertise in corporate banking solutions is essential.
Professional rewrite:
A proven track record in customer service roles coupled with demonstrated leadership in people management, ideally within the corporate banking sector, is required.
Training, which may be completed before assuming this role, is expected to enhance performance and overall effectiveness.
Ensures adherence to all relevant laws, regulations, and internal policies by developing, implementing, and enforcing comprehensive compliance programs. Conducts regular audits and risk assessments to identify potential compliance gaps, while providing guidance to mitigate risks and ensure organizational integrity. Collaborates with leadership and department heads to integrate compliance standards into operational processes, fostering a culture of ethical behavior and accountability. Develops and delivers training programs to educate employees on compliance obligations, monitoring adherence through ongoing evaluations. Maintains meticulous documentation of compliance activities and prepares detailed reports for regulatory authorities and senior management.
The Corporate Service Standards and Complaints Management process ensures adherence to established organizational benchmarks while addressing and resolving client grievances efficiently. This framework outlines the methodologies for upholding service excellence, documenting feedback, and implementing corrective actions to enhance overall service quality. It requires meticulous attention to detail, strong analytical abilities, and a commitment to maintaining high professional standards in all interactions. Additionally, the process involves coordinating with relevant departments to investigate complaints thoroughly and provide timely resolutions, ensuring customer satisfaction and continuous improvement in service delivery.
The role involves overseeing the implementation and adherence to Anti-Money Laundering (AML) policies and procedures, ensuring compliance with regulatory requirements. Key responsibilities include conducting risk assessments, monitoring transactions for suspicious activities, and reporting potential violations to relevant authorities. The position requires a strong understanding of AML frameworks, proficiency in identifying red flags, and meticulous attention to detail. Applicants must possess relevant certifications, such as CAMS, and prior experience in financial crime prevention or compliance roles. Additionally, exceptional analytical skills and the ability to interpret complex regulations are essential for success in this position.
KYC and Operation Rigor training encompass rigorous programs designed to ensure compliance with regulatory standards and operational excellence. These initiatives focus on enhancing knowledge of Know Your Customer (KYC) protocols, fraud detection, risk assessment, and adherence to anti-money laundering (AML) regulations. Participants will develop proficiency in verifying client identities, monitoring suspicious activities, and implementing robust internal controls to mitigate financial crimes. Additionally, the training emphasizes operational discipline, accuracy in documentation, and the ability to adapt to evolving compliance requirements, fostering a culture of integrity within the organization.
Additional highlights of the distinctive requirements associated with this position include:
Oversee stakeholder relationships within corporate service touchpoints and ensure strict adherence to Service Level Agreements (SLAs).
Individuals applying for this position should possess strong visual focus capabilities, particularly in environments involving extensive screen-based tasks and meticulous verification of completed work.
Execute diverse processes and activities with adaptability and flexibility.
Seeking a professional with a strong foundation in relevant technical or functional expertise, including proficiency in industry-specific tools, methodologies, and best practices. Candidates must demonstrate exceptional problem-solving abilities, analytical thinking, and the capacity to apply theoretical knowledge to practical scenarios. Strong communication skills are essential for collaborating effectively with cross-functional teams and stakeholders. Additionally, the ideal candidate will possess a proven track record of driving measurable outcomes and continuous improvement in past roles. Familiarity with emerging trends and technologies within the field is highly desirable to ensure adaptability and innovation.
Collaborative abilities honed in fast-paced, high-stakes settings are essential for this role.
Proven ability to articulate ideas clearly and engage audiences effectively, coupled with strong interpersonal skills to convey information persuasively in both spoken and written formats.
Proficient in handling telephone communications with professionalism and clarity.
Skilled in cultivating and leveraging professional connections to foster collaboration, streamline communication, and drive organizational success through trusted relationships.
Analytical, Information gathering, Creative Thinking and Decision-Making skills
Demonstrated proficiency in change management, encompassing the identification, assessment, and resolution of issues to ensure smooth transitions and minimize disruptions.
Service-oriented and adept at stakeholder engagement, you will play a pivotal role in fostering strong relationships with key partners, clients, and internal teams. Your responsibilities will include identifying and addressing stakeholder needs, ensuring alignment with organizational goals, and maintaining transparent communication channels. Additionally, you will collaborate closely with cross-functional teams to drive project success, mitigate risks, and deliver measurable value through strategic initiatives. Strong interpersonal skills, a proactive mindset, and the ability to influence without direct authority are essential for this position.
Foster excellence, exceed customer expectations, and deliver results with urgency. Accelerate performance, cultivate customer satisfaction, and uphold swift, decisive execution.
Qualifications
BA/BSc/HND
