Job Summary
This position delivers expert guidance and assistance to uphold customer satisfaction and elevate the overall customer experience by achieving established goals in alignment with approved standard operating procedures (SOPs). Selection for this role influences compensation and benefits in Botswana; inquiries regarding remuneration details should be directed to the Reward team.
We are seeking a highly motivated and organized individual to join our team as a [Job Title]. The ideal candidate will possess a minimum of [X years] of experience in [relevant field or industry], along with a proven track record in [specific skills or responsibilities]. A bachelor’s degree in [related field] or equivalent experience is required, and professional certifications in [specific certifications, if applicable] are a plus.
Responsibilities include [list key duties, e.g., managing projects, developing strategies, overseeing operations, or analyzing data], with a focus on [specific goals or outcomes]. The role demands strong problem-solving abilities, meticulous attention to detail, and the capacity to work collaboratively across departments. Proficiency in [specific tools, software, or methodologies] is essential, and experience with [industry-specific or technical requirements] is highly desirable.
The successful candidate will demonstrate exceptional communication skills, adaptability in a fast-paced environment, and a commitment to delivering high-quality results. This position offers opportunities for professional growth and contributes to [company mission or key initiatives].
Job Purpose
This position focuses on analyzing and enhancing customer experience within the ABSA Africa Corporate and Investment Banking Front Office Service Support. The role demands adaptability, as the incumbent may be assigned to diverse tasks and collaborate with cross-functional stakeholders across the bank to ensure service governance that delivers an exceptional client experience for corporate customers.
The role involves collaborating with the Client Experience Lead to conduct data analytics, ensuring the Coverage, Products, and Operations teams deliver exceptional customer service to corporate clients by proactively addressing all day-to-day corporate banking needs.
The position involves providing analytical support to the Client Experience Lead while overseeing the day-to-day operations of corporate customer service activities. Responsibilities include ensuring customer satisfaction and offering guidance to branches in their corporate customer service programs.
The incumbent will support the Client Experience Lead in data analytics while collaborating with business, operations, and branch distribution teams to uphold service standards and drive the achievement of Corporate and Investment Banking’s market leadership goals and objectives.
The role involves supporting the Client Experience Lead with data analytics, ensuring corporate service standards and the integrity of the service governance and control framework by compiling and reviewing diverse Client Experience data and management information (MI) analytics—including 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 coordinating customer surveys.
To gather and analyze data for evaluation and review of 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 inputting applications and account maintenance activities into the system, as well as compiling diverse Client Experience Data and Management Information analytics. These analytics cover areas such as Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and tracking of Payment documentation.
Key Accountabilities
We are seeking a seasoned professional to oversee Client Experience Governance Analytics, focusing 70-80% of your time on strategic analysis and reporting. In this role, you will be responsible for monitoring and evaluating client interactions to ensure adherence to established governance frameworks, identifying trends, and recommending improvements. Your expertise will drive data-driven decision-making to enhance client satisfaction and operational efficiency. The ideal candidate will have a strong background in analytics, governance, and client experience, with the ability to translate complex data into actionable insights.
Compile data analytics and management information to support, among other activities and metrics, client experience initiatives.
Escalate all service-related issues—including, but not limited to, unresolved processes and queries exceeding agreed-upon timeframes—to the appropriate level and individual(s), ensuring the CX Lead, or their designated representative, is promptly informed.
To enhance client satisfaction, compile and distribute the Complaints MI to the CIB team on a monthly basis, emphasizing key emerging service trends and themes aimed at driving continuous improvement.
Ensure cases adhere to established complaints handling guidelines and provide feedback to teams regarding any identified deficiencies in logged complaints.
Thoroughly investigate the underlying factors contributing to client complaints to determine their root causes.
To achieve a resolution for at least 80% of all cases by the end of each business day.
Ensure that every detail recorded in the CIB complaints Management Information system is entirely accurate, succinct, and submitted without delay.
Support the development and oversight of business processes to reduce financial losses and enhance operational efficiency and effectiveness.
Monitor and analyze the monthly MI reports to assess the error rate in returned KYC documentation for each Relationship Manager (RM) and Credit Manager Assistant (CMA), ensuring accurate tracking and reporting.
Develop and maintain a dynamic customer database, ensuring contact details are refreshed at least quarterly to ensure accuracy and relevance.
Develop and oversee robust Management Information (MI) systems to propel CIB operations while elevating both organizational and individual productivity.
Prepare ad hoc management information (MI) as and when required.
Attend ARE and Kenya service meetings to collaboratively address and resolve emerging service-related issues.
Proactively monitor all logged client cases and pre-empted inquiries to verify that they are managed in accordance with established standards and TCF policy.
Weekly management information will be utilized to address any areas of focus that are assigned an AMBER or RED rating.
Collaborate effectively with the Customer Experience (CX) team to instill and promote a culture of operational excellence, ensuring the delivery of continuously improving performance standards to corporate clients.
Identify opportunities to enhance processes and procedures to elevate operational service quality and efficiency, then advocate for and implement these enhancements in alignment with established standards.
Ensure that all UA01 files and folders are properly organized and stored within the CIB shared folders in accordance with established data retention schedules, maintaining complete integrity of each file or folder. Tableau files, as well as processed UA01 files or folders, should be readily accessible to stakeholders whenever needed.
The UA01 tracker is managed and circulated among stakeholders to ensure adherence to reporting requirements for excesses as defined by the applicable excess reports’ rules.
Monthly sampling will be performed to gather supporting documentation for online outward remittances exceeding USD 10,000 or its currency equivalent.
We are seeking a qualified candidate to oversee 20% to 30% of the company’s business management functions, ensuring operational efficiency and strategic alignment with organizational goals. The ideal applicant will possess strong leadership skills, a deep understanding of business processes, and the ability to drive performance improvements. Responsibilities include developing and implementing management strategies, analyzing financial and operational data, and fostering cross-functional collaboration to enhance productivity. Proficiency in business management software, excellent communication abilities, and a results-driven mindset are essential. A bachelor’s degree in business administration, management, or a related field is required, with a minimum of five years of relevant experience preferred. This role demands adaptability, problem-solving acumen, and a commitment to continuous improvement.
Attending periodic coverage meetings to identify challenges and develop actionable solutions.
Facilitate seamless, consistent, and anticipatory collaboration between front-office and back-office teams to uphold operational efficiency. Meet all internal deadlines with the minimum standard consistently surpassing service-level agreements (SLAs).
A comprehensive handover must be conducted prior to any leave, ensuring all handover notes and action items are reviewed and mutually accepted at least seven days before the scheduled absence.
Strictly follow the established protocols and schedules, including leave rotations and similar arrangements.
Engage proactively in training programs and collaborative team-building activities to enhance both individual and group competencies.
Proactively address and implement enhancements based on feedback received through multisource evaluations.
Seeking candidates with advanced proficiency in project management software and a proven track record of leading cross-functional teams to successful completion of deadlines. The ideal applicant will have a minimum of five years of experience in a managerial role within a fast-paced environment, along with strong analytical and problem-solving skills. Familiarity with industry-specific regulations and compliance standards is required, as is the ability to communicate effectively with stakeholders at all levels. A bachelor’s degree in business administration, engineering, or a related field is mandatory, and additional certifications (such as PMP or Six Sigma) are highly desirable.
A recognized institution must confer a university degree in a business-related field.
With a preference for candidates who possess relevant experience, this role seeks professionals who have a proven track record in [specific industry/field, if applicable]. Ideal applicants will have [X] years of hands-on experience in [specific tasks or responsibilities], along with a strong background in [relevant skills or technologies]. Familiarity with [specific tools, methodologies, or frameworks] is highly desirable, as is prior involvement in [specific projects or initiatives]. Candidates should demonstrate expertise in [key competencies], ensuring they can contribute effectively from day one. A minimum of [X] years in a comparable position is typically required, though exceptional candidates with transferable experience may also be considered.
Essential
A thorough understanding of the Bank’s products, services, and policies—or other relevant specialist expertise—is essential for effectively fulfilling the responsibilities of this position.
Proficiency in technical operations related to customer service equipment is essential, along with an in-depth understanding of the bank’s frontline systems. A comprehensive grasp of all front and back-office processes and procedures is required, alongside a solid working knowledge of risks and controls associated with telephonic transactions.
Possesses comprehensive familiarity with pertinent processes and procedures, ensuring adherence to established protocols and operational standards.
Profound expertise in operational risk management, along with a thorough understanding of the rigorous requirements and standards pertinent to the associated processes and procedures, is essential.
Demonstrated ability to comprehend team performance objectives, including service level agreements and customer service targets.
Technical proficiency in various systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, Salesforce, Tableau, and Qlik View, is essential.
A solid grasp of pertinent regulations, including Know Your Customer (KYC) requirements, anti-money laundering (AML) protocols, and established service standards, is essential.
Proficient in corporate banking service standards and adept at managing complaints handling procedures.
Proficiency in collaborating with diverse team interfaces across other business units, centers, and branches is required.
Possessing a comprehensive understanding of bank offerings and services, along with expertise in corporate banking products, is essential.
With a background in customer service roles and demonstrated leadership in team management, preferably within the corporate banking sector, you possess the necessary expertise for this position.
Training can enhance performance in the position and may have been completed before assuming the role.
Ensure adherence to all applicable laws, regulations, and internal standards by developing, implementing, and monitoring comprehensive compliance policies. Review and update existing policies regularly to reflect changes in legal requirements and organizational needs. Conduct risk assessments to identify potential compliance gaps and propose corrective actions. Provide guidance and training to employees on compliance obligations and ethical practices. Collaborate with legal and operational teams to integrate compliance measures into daily business activities. Maintain accurate records of all compliance-related activities and reporting as required.
Corporate Service Standards encompass the structured framework for maintaining excellence in service delivery and addressing client concerns through a dedicated Complaints Management process. This system ensures adherence to predefined benchmarks while providing a systematic approach to resolving issues, thereby fostering accountability and continuous improvement across the organization.
We are seeking a highly motivated Anti-Money Laundering (AML) professional to enhance our financial crime prevention framework. The ideal candidate will have at least three years of hands-on experience in AML compliance, risk assessment, or investigations, with a strong understanding of regulatory requirements such as the Bank Secrecy Act (BSA), USA PATRIOT Act, and Finsen guidelines. Proficiency in AML software tools, transaction monitoring, and suspicious activity reporting is essential, along with exceptional analytical and communication skills. Duties include conducting due diligence, investigating potential violations, filing Suspicious Activity Reports (SAR’s), and collaborating with legal and compliance teams to mitigate financial crime risks. The role demands meticulous attention to detail, the ability to work under pressure, and a commitment to upholding the highest ethical standards.
KYC and Operation Rigor training encompass essential programs designed to ensure compliance with regulatory standards and operational excellence. These sessions provide comprehensive instruction on Know Your Customer (KYC) protocols, covering customer identification, risk assessment, and anti-money laundering measures. Additionally, they emphasize Operation Rigor principles, which focus on meticulous process adherence, quality control, and efficiency in daily workflows. Participants will gain proficiency in identifying red flags, maintaining accurate documentation, and implementing robust internal controls to mitigate potential risks. Upon completion, attendees will be equipped to uphold stringent compliance requirements while optimizing operational performance.
The position entails distinctive responsibilities and demanding challenges that set it apart, including key expectations and specialized requirements essential for success.
Oversee the management of relationships with all corporate service stakeholders across the bank, ensuring adherence to service level agreements (SLAs) through consistent monitoring and evaluation processes.
Visual focus is essential for tasks involving prolonged screen-based activities and meticulous review of completed work to ensure accuracy and attention to detail. This role demands sustained attention to digital interfaces and the ability to assess with precision, identifying discrepancies or errors that require correction or further examination.
Perform a diverse array of tasks and processes with adaptability and efficiency.
Proficient in a diverse range of knowledge areas and technical proficiencies, with a strong emphasis on specialized expertise relevant to the role. Demonstrates exceptional analytical abilities, effective problem-solving techniques, and adeptness in leveraging advanced tools and methodologies to drive operational efficiency and innovation. Possesses excellent communication skills to articulate complex concepts clearly and collaborate seamlessly across multidisciplinary teams. Maintains a commitment to continuous learning and professional development to stay abreast of industry trends and emerging technologies. Familiarity with industry standards, regulatory compliance, and best practices to ensure alignment with organizational goals and objectives.
Collaborative aptitude within fast-paced, high-stakes settings is essential.
Seeking candidates with exceptional verbal and written communication abilities, along with a strong aptitude for delivering compelling presentations.
Proficient in handling telephone communications with exceptional clarity, professionalism, and courtesy, ensuring effective interaction with callers. Demonstrates strong verbal articulation, active listening, and the ability to convey information concisely. Adept at managing multiple calls efficiently while maintaining a positive and helpful demeanor.
We seek a candidate with strong internal networking capabilities to facilitate collaboration and knowledge sharing across departments. This role requires the ability to build and maintain relationships with stakeholders at all levels, ensuring alignment and synergy in projects and initiatives. The ideal candidate will demonstrate excellent communication skills, both verbal and written, to effectively convey ideas and foster a cohesive working environment. Additionally, they should exhibit initiative in identifying opportunities for cross-functional engagement and driving collective success.
Strong analytical abilities, proficiency in information gathering, creativity in problem-solving, and sound decision-making are essential for this role.
Demonstrated expertise in managing transitions and resolving challenges to ensure smooth operational adjustments and continuous improvement.
Service-oriented and dedicated to fostering strong stakeholder relationships, this role emphasizes collaboration and clear communication to ensure alignment between business objectives and stakeholder expectations. The ideal candidate will possess exceptional interpersonal skills, the ability to manage diverse interests effectively, and a proactive approach to addressing the needs of key partners. Responsibilities include cultivating trust, resolving conflicts, and delivering solutions that support both short-term goals and long-term strategic initiatives. Proficiency in negotiation, influence, and relationship-building is essential to drive mutual success and maintain productive partnerships.
Deliver exceptional performance, create outstanding customer experiences, and execute initiatives with urgency to achieve rapid results.
Qualifications
BA/BSc/HND
