Job Summary
To deliver expert guidance and assistance, this role focuses on maintaining high levels of customer satisfaction and elevating overall customer experience by adhering to established standard operating procedures (SOPs) and predefined objectives. Selection for this position influences compensation and benefits in Botswana, with further details available from the Reward team upon request.
Job Description
Job Purpose
This position is dedicated to Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support. The role may involve flexible collaboration across diverse responsibilities and engagement with cross-bank stakeholders to uphold service governance, ensuring an exceptional client experience for corporate customers.
Our role involves supporting the Client Experience Lead in data analytics, ensuring seamless coordination among the Coverage, Products, and Operations teams to deliver outstanding customer service to corporate clients. This proactive approach guarantees the smooth execution of daily corporate banking operations.
The role involves supporting the Client Experience Lead in data analytics while overseeing the daily operations of corporate customer service initiatives. Additionally, the position is responsible for ensuring customer satisfaction and providing assistance to branches in their efforts to enhance corporate customer service experiences.
The Client Experience Lead will receive support in data analytics and will collaborate with business, operations, and branch distribution teams to uphold service standards and meet predetermined goals and objectives, fostering market leadership within Corporate and Investment Banking.
To support the Client Experience Lead in data analytics, you will be responsible for overseeing and validating the integrity of corporate service standards and the service governance and control framework. This involves compiling, reviewing, and analyzing diverse Client Experience data and management information (MI) analytics, including—but not limited to—Customer Onboarding, Complaints and Queries Management, Client Experience Service Standards Governance Reports, Payment documentation tracking, Excess Management tracking and archiving, monthly service packs, service dashboards, and the coordination of customer surveys.
To compile and analyze data for evaluating Account Opening documents against current policy rules and guidelines, the role involves verifying account opening documentation and change mandates against established policies and procedures. Additionally, the position requires capturing applications and maintaining accounts in the system, as well as compiling a range of Client Experience Data and Management Information analytics. These analytics span key areas such as Customer Onboarding, Complaints and Queries Management, Client Experience Service Standards Governance Reports, and the tracking of payment documentation.
Oversee critical account activities, ensuring alignment with organizational objectives and client requirements. Develop and nurture strong relationships with key stakeholders to drive satisfaction and retention. Analyze account performance data to identify trends, opportunities, and areas for improvement. Collaborate with cross-functional teams to implement strategies that enhance account growth and profitability. Maintain accurate and up-to-date records of account interactions, contracts, and deliverables. Ensure compliance with company policies, industry regulations, and contractual obligations. Provide regular reports to senior management, highlighting key metrics and strategic recommendations.
The role involves overseeing and optimizing Client Experience Governance Analytics, with a focus on 70 to 80 percent of the associated responsibilities. Key duties include analyzing client feedback, tracking performance metrics, and ensuring adherence to governance frameworks. Additionally, the position requires collaborating with cross-functional teams to identify trends, implement improvements, and report on key insights to senior leadership. Proficiency in data analytics tools and strong communication skills are essential to drive data-driven decision-making and enhance overall client satisfaction.
Compile data analytics and management information to support a range of client experience initiatives and performance metrics, including but not limited to the following activities and measures.
Ensure that any service issues—including processes and queries not resolved within the agreed timeframes—are escalated to the relevant personnel and level, with notification provided to the CX Lead or their designated representative.
To maintain awareness of service trends and reinforce client experience, circulate Complaints MI to the CIB team on a monthly basis, emphasizing emerging themes and areas for enhancement.
Maintain case quality in accordance with complaints handling guidelines and provide teams with feedback regarding any identified deficiencies in logged complaints.
Conduct a thorough analysis to determine the underlying cause of client complaints.
Achieve resolution for at least 80% of cases within the same business day, thereby maintaining high efficiency and minimizing delays.
Deliver meticulous attention to ensuring the accuracy, conciseness, and timeliness of details captured in CIB complaints management information.
Assist in the development and administration of business processes to reduce income leakage and enhance operational efficiency and effectiveness.
Monitor monthly management information reports measuring and analyze the return documentation error rates for each Relationship Manager and Client Management Associate, ensuring accurate identification of trends and areas for improvement.
Ensure the customer database remains dynamic and current by updating contact information at least quarterly.
Develop and oversee robust management information systems that propel CIB operations forward while optimizing both organizational and individual productivity.
Prepare ad hoc management information (MI) as needed to support business operations and decision-making processes.
Engage actively in ARE and Kenya service meetings to collaboratively address and resolve emerging service themes.
Proactively monitor all recorded client cases and anticipated queries to verify that they are processed in accordance with established standards and TCF policy.
Weekly management information (MI) should be utilized to address focus areas that have been highlighted with an AMBER or RED status 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 opportunities to enhance processes and procedures, thereby elevating operational service delivery and efficiency, and advocate for these enhancements in alignment with established guidelines.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in strict adherence to data retention schedules, maintaining absolute file and folder integrity at all times. Tableau files, as well as processed UA01 files or folders, must remain readily accessible to stakeholders whenever needed.
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.
Monthly, collect samples to substantiate documentation for online outward remittances exceeding USD 10,000 or its foreign currency equivalent.
We seek a Business Management professional to oversee approximately 20% to 30% of the company’s operations, ensuring strategic alignment and efficient execution of business processes. The ideal candidate will implement policies, manage cross-functional teams, and drive performance improvements while maintaining compliance with industry regulations. Responsibilities include analyzing financial data, optimizing resource allocation, and fostering innovation to enhance productivity and profitability. Requirements encompass a bachelor’s degree in business administration or a related field, along with relevant certifications, five years of managerial experience, and proficiency in data-driven decision-making tools. Strong leadership, communication, and problem-solving skills are essential for success in this role.
Attending consistent coverage meetings to address challenges and integrate feasible solutions.
Facilitate seamless, consistent, and anticipatory collaboration between the front-office and back-office/operations teams to uphold internal deadlines with a minimum performance standard well surpassing service-level agreements.
A minimum of one week prior to the scheduled leave, a comprehensive handover must be conducted, including the discussion and mutual agreement upon handover notes and actions.
Ensure strict compliance with established protocols and schedules, including leave rotations, as outlined in the agreed-upon procedures and plans.
Engage proactively in professional development workshops and collaborative team-building activities to enhance skills and foster a cohesive work environment.
Respond promptly to and enhance feedback received through multi-source evaluations.
Highly valued applicants will possess specialized qualifications such as relevant certifications, advanced degrees, or demonstrated expertise in a specific field that aligns with the role’s demands. Additionally, prior experience in similar positions, proficiency with industry-standard tools, and a track record of achieving measurable outcomes are strongly preferred. Candidates with exceptional problem-solving abilities, strong interpersonal skills, and the capacity to work effectively in collaborative environments will be given priority consideration. Fluency in additional languages or familiarity with international markets may also enhance an applicant’s prospects for selection.
A recognized institution must award a university degree in a business-related field.
Seeking candidates with prior relevant experience in [specific field/industry]. Familiarity with [specific tools, technologies, or methodologies] is highly desirable. Additionally, experience in [another relevant area] is preferred. Proficiency in [specific skills or software] is required. Candidates with a background in [specific type of work or industry] will be given special consideration.
Essential
A solid understanding of the Bank’s products, services, and policies—or relevant specialized expertise—is essential for successfully fulfilling the role’s requirements.
Proficiency in technical aspects of customer service equipment is essential, along with an in-depth grasp of the bank’s frontline systems. A solid comprehension of both front and back-office operations and protocols is required, and familiarity with risks and controls associated with telephonic transactions is necessary.
Possesses comprehensive understanding of pertinent processes and procedures.
Requires a comprehensive understanding of operational risk and the rigor necessary to meet applicable standards and procedures.
A strong grasp of team performance goals, including service level agreements and customer service targets, is essential.
Proficiency in various technical systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as data visualization tools such as Tableau and Qlik View, is essential.
A solid grasp of pertinent regulations—such as Know Your Customer (KYC), anti-money laundering (AML) provisions, and established service standards—is essential for this role.
Proficient understanding of corporate banking service standards and the complaints handling process is required.
Proficiency in collaborating with various organizational entities, including teams, business units, centers, and branch offices, is required.
Individuals should possess a comprehensive understanding of bank products and services, along with a solid grasp of corporate banking solutions.
Proficiency in customer service roles, along with demonstrated leadership in team supervision—ideally within the corporate banking sector—is required.
Effectiveness in the role may be enhanced through training, which could have been completed beforehand.
Ensures adherence to established compliance policies by monitoring and enforcing regulations, conducting regular audits, and providing guidance to staff on compliance matters. Identifies potential risks and implements corrective actions to mitigate violations. Collaborates with leadership to develop and update policies, ensuring alignment with legal and regulatory requirements. Trains employees on compliance standards and maintains documentation of training sessions and policy acknowledgments.
The Corporate Service Standards and Complaints Management process ensures consistent delivery of high-quality services while effectively addressing and resolving client concerns in a timely and professional manner. It establishes clear guidelines and protocols for service excellence, complaint handling procedures, and performance metrics to maintain accountability and improve customer satisfaction. This process involves monitoring service delivery, analyzing feedback, and implementing corrective actions to enhance operational efficiency and uphold organizational reputation.
The role requires a thorough understanding of Anti-Money Laundering (AML) regulations, including the Bank Secrecy Act (BSA), USA PATRIOT Act, and Finsen guidelines. You will be responsible for monitoring transactions, identifying suspicious activities, and ensuring compliance with reporting obligations such as SAR’s and CTRs. Strong analytical skills are essential to assess risks, investigate anomalies, and mitigate potential financial crimes. Experience with AML software, case management systems, and data analysis tools is preferred. Collaboration with law enforcement, regulatory bodies, and internal stakeholders is necessary to uphold organizational integrity and regulatory adherence.
KYC and Operation Rigor training encompasses comprehensive instruction in Know Your Customer (KYC) protocols and rigorous operational procedures to ensure compliance with regulatory standards and mitigate financial risks. Participants will gain proficiency in verifying customer identities, assessing potential threats, and implementing robust controls to uphold data integrity and security. The curriculum emphasizes adherence to anti-money laundering (AML) frameworks, transaction monitoring, and the maintenance of detailed audit trails. Additionally, the training addresses the identification of suspicious activities, the enforcement of internal policies, and the application of best practices for operational efficiency and regulatory alignment.
The role encompasses several outstanding and specialized demands, requiring a high level of expertise and adaptability. Candidates must demonstrate exceptional proficiency in managing complex tasks while maintaining meticulous attention to detail. The position necessitates strong analytical skills and the ability to navigate dynamic challenges with poise and efficiency. Furthermore, the role demands a proactive approach to problem-solving and a commitment to delivering results under pressure.
Manage corporate service touchpoints and oversee SLA monitoring for all bank stakeholders.
Proficiency in maintaining focused attention on digital displays and meticulously reviewing completed tasks is essential.
Demonstrate adaptability by engaging seamlessly in a diverse array of processes and operational tasks.
With a strong foundation in relevant expertise and a diverse skill set, the ideal candidate will bring valuable insights and capabilities to the role. Proficiency in key areas is essential, including technical abilities, problem-solving techniques, and effective communication strategies. Prior experience in similar positions is highly desirable, along with a proven track record of delivering measurable results. The candidate should demonstrate adaptability, a commitment to continuous learning, and the ability to collaborate seamlessly within cross-functional teams. Strong analytical skills and attention to detail are required to ensure accuracy and efficiency in all responsibilities.
Collaborative aptitude in fast-paced, high-stakes settings is essential.
Proficient in both verbal and written communication, as well as the ability to deliver compelling presentations, are essential. Strong articulation and the capacity to convey ideas clearly and persuasively to diverse audiences are required.
Proficient in delivering outstanding communication via telephone, ensuring clarity, professionalism, and efficiency in all interactions.
Proven ability to establish and nurture professional relationships within the organization is essential. Strong interpersonal skills are required to collaborate effectively across departments and levels. The role demands the capability to build and maintain internal connections that facilitate cross-functional teamwork and communication. Proficiency in navigating organizational dynamics while fostering a cooperative environment is a key requirement for this position.
Analytical acumen, information acquisition proficiency, innovative problem-solving, and decisive judgment are essential competencies for this role.
Proven expertise in change management, encompassing adept issue identification, assessment, and resolution to ensure seamless transitions and continuous improvement across organizational processes.
Service-oriented professionals with a strong aptitude for stakeholder engagement and management are sought to drive collaborative initiatives and ensure alignment across key internal and external partners. The ideal candidate will excel in cultivating and maintaining productive relationships, facilitating clear communication, and resolving conflicts to advance organizational objectives. Responsibilities include identifying stakeholder needs, negotiating priorities, and delivering tailored solutions that balance diverse interests while maintaining transparency and accountability throughout the engagement process.
Fuel exceptional performance, elevate customer satisfaction, and accelerate execution with urgency and precision.
Qualifications
BA/BSc/HND
