Job Summary
To deliver expert guidance and assistance, ensuring customer satisfaction and elevating the overall customer experience, while fulfilling predefined objectives in accordance with established standard operating procedures (SOPs). Selection for this position influences compensation and benefits in Botswana; for further details, kindly reach out to the Reward team.
We are seeking a highly motivated professional to join our team in the capacity of [Job Title]. This role demands a proven track record of [X years] in [relevant field or skill], along with expertise in [specific tools, methodologies, or domains]. The successful candidate will be responsible for [key responsibility 1], [key responsibility 2], and [key responsibility 3], ensuring alignment with organizational objectives. Proficiency in [specific software, languages, or systems] is required, and the ability to [specific soft skill or competency] is essential. Additionally, candidates must hold [required education/certification] or demonstrate equivalent experience. Strong problem-solving skills and the capacity to thrive in a fast-paced environment are also critical to this position.
Job Purpose: To oversee the implementation of strategic initiatives, ensuring alignment with organizational goals while managing cross-functional teams to enhance operational efficiency and drive sustainable growth. This role requires a minimum of five years of progressive management experience, strong analytical skills, and proficiency in data-driven decision-making. Responsibilities include developing and executing business plans, monitoring performance metrics, and fostering innovation through collaborative leadership. The ideal candidate will possess excellent communication abilities, a results-oriented mindset, and the capacity to adapt to dynamic market conditions.
This position, based within the ABSA Africa Corporate and Investment Banking Front Office Service Support, focuses on Customer Experience analytics, with the potential for the successful candidate to operate flexibly across diverse functions. The role involves engaging with stakeholders across the organization to uphold service governance standards, ensuring an exceptional client experience for corporate customers.
To support the Client Experience Lead in leveraging data analytics, the role involves coordinating with Coverage, Products, and Operations teams to deliver outstanding customer service to corporate clients, ensuring seamless execution of daily corporate banking activities.
The role involves providing analytical support to the Client Experience Lead while overseeing the daily operations of corporate customer service, ensuring high levels of customer satisfaction, and offering assistance to branches in executing their corporate customer service strategies.
The position involves supporting the Client Experience Lead in leveraging data analytics to oversee and maintain service standards across business, operations, and branch distribution teams, ensuring alignment with strategic goals and objectives for market leadership in Corporate and Investment Banking.
We will support the Client Experience Lead in conducting data analytics to maintain and verify the integrity of corporate service standards, as well as the effectiveness of the service governance and control framework. This involves compiling and reviewing 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 and service dashboards, and the coordination of customer surveys.
This role involves gathering and analyzing data analytics to evaluate Account Opening documents against current policy rules and guidelines, ensuring thorough vetting of account opening documentation, change mandates, and compliance with established policies and procedures. Additionally, the position requires capturing applications and account maintenance activities within the system, as well as compiling a range of Client Experience Data and Management Information analytics. These analytics encompass Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and Payment’s documentation tracking.
Key Accountabilities
Client Experience Governance Analytics is responsible for 70-80% of overseeing and managing data-driven insights to enhance and govern customer interactions, ensuring alignment with organizational strategies and compliance standards. This role involves analyzing performance metrics, identifying trends, and providing actionable recommendations to optimize client engagement and satisfaction. Key responsibilities include monitoring key performance indicators (KPIs), maintaining data integrity, and collaborating with cross-functional teams to implement improvements. The position requires a strong analytical mindset, proficiency in data visualization tools, and a deep understanding of governance frameworks to drive informed decision-making and elevate the overall client experience.
Compile data analytics and management information to support client experience initiatives, including—but by no means limited to—the following activities and metrics:
Ensure all service-related issues—such as unresolved processes and queries exceeding agreed-upon timeframes—are escalated to the relevant personnel, with the CX Lead, or an authorized representative, being promptly notified.
To enhance client experience, the Complaints MI should be distributed monthly to the CIB team, emphasizing emerging service trends and key themes.
Ensure cases meet the established quality standards outlined in the complaints handling guidelines and promptly provide feedback to teams regarding any identified deficiencies in logged complaints.
Investigate the underlying causes of client complaints to determine their root origin.
To achieve a resolution for 80% of all cases within the same day, ensuring timely and efficient case management is essential.
Guarantee that all information recorded within the CIB complaints Management Information system is entirely precise, succinct, and submitted without delay.
Assist in the development and oversight of business processes to reduce revenue losses and enhance operational efficiency and efficacy.
Monitor monthly management information (MI) reports analyzing and record the error rates in returned Know Your Customer (KYC) documentation, categorized by Relationship Manager (RM) and Client Management Associate (CMA) performance.
Develop and maintain an active customer database, ensuring contact details are reviewed and refreshed at least once every quarter.
Effectively develop and oversee MI systems that propel CIB business growth while simultaneously elevating both organizational and individual performance outcomes.
Compile adhoc MI that may be required from time to time.
Attend ARE and Kenya service meetings to identify resolutions for emerging service themes.
Proactively monitor all logged client cases and anticipated inquiries to verify they are managed in accordance with established standards and TCF policy.
To address issues flagged with an AMBER or RED rating, weekly MI should be utilized to target and resolve areas of focus.
Collaborate effectively with the Customer Experience team to foster a culture of operational excellence, ensuring the delivery of continuously improving performance standards to corporate clients.
Evaluate and implement enhancements to existing processes and procedures to elevate operational service delivery and efficiency, then advocate for these improvements in alignment with established guidelines.
Ensure all UA01 files and folders are systematically organized within the CIB shared folders in strict adherence to data retention schedules, while preserving the absolute integrity of each file and folder. 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 ensure strict adherence to reporting requirements for excesses, as outlined in the excess reports’ rules.
Monthly, collect samples to substantiate documentation for online outward remittances exceeding USD 10,000 or its foreign currency equivalent.
Our role involves shouldering 20-30% of business management responsibilities, encompassing strategic planning, operational oversight, and performance optimization to drive organizational success and sustainable growth. Key tasks include analyzing market trends, allocating resources efficiently, and fostering cross-functional collaboration to achieve business objectives. Additionally, the position demands strong leadership skills, financial acumen, and a proven track record in decision-making to navigate challenges and capitalize on opportunities. Proficiency in data-driven insights, stakeholder management, and process improvement is essential to meet evolving business demands and maintain competitive advantage.
Attending routine coverage meetings to identify key challenges and execute targeted, actionable solutions.
Ensure seamless, consistent, and proactive coordination between front-office and back-office teams, as well as operations. All internal deadlines are consistently met, with performance exceeding service-level agreements (SLAs).
A comprehensive handover must be completed at least one week prior to scheduled leave, ensuring all relevant actions and notes are thoroughly discussed and mutually agreed upon.
Ensure strict compliance with established protocols and schedules, including rotation of leave, in accordance with the agreed-upon framework.
Engage proactively in structured training programs and collaborative team-building initiatives to enhance skills and foster cohesive working relationships.
Proactively address and incorporate feedback received through multi-source evaluations to drive continuous enhancement and performance improvement.
Preferred Qualification:
The ideal candidate will hold a Bachelor’s degree in Computer Science, Engineering, or a related field, demonstrated through academic achievement or equivalent professional experience. Proficiency in at least one programming language, such as Python, Java, or C++, is essential, along with experience in software development, system design, or data analysis. Familiarity with cloud platforms like AWS, Azure, or Google Cloud is advantageous. Strong problem-solving skills, analytical thinking, and the ability to work collaboratively in a team environment are critical. Candidates with prior experience in DevOps, machine learning, or cybersecurity will be given preference. Excellent communication skills and a commitment to continuous learning are also required.
A recognized institution must confer a university degree in a field related to Business.
Preferred Experience
Essential
Knowledge of the Bank’s products, services and policies and/or other specialist knowledge required to undertake the role:
Proficiency in technical skills pertinent to customer service equipment is essential, along with an in-depth understanding of the bank’s frontline systems. Comprehensive knowledge of both front and back-office processes and procedures is required, and familiarity with risks and controls associated with telephonic transactions is also necessary.
Demonstrates a comprehensive understanding of pertinent processes and operational procedures.
Possesses comprehensive expertise in operational risk management and stringent requirements and standards relevant to the associated processes and procedures.
Maintains a clear grasp of team performance goals, including service level agreements and customer service targets.
Proficiency in key technical systems such as Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as tools like Tableau and Qlik View, is essential.
Proficiency in applicable regulatory frameworks, including Know Your Customer (KYC) protocols, anti-money laundering (AML) measures, and established service standards, is essential.
Proficient in corporate banking service standards and adept at managing complaints handling procedures.
Demonstrates the ability to collaborate effectively with various teams, business units, centers, and branch offices across the organization.
A comprehensive understanding of bank offerings and corporate banking products is required.
Individuals should possess prior experience in customer service roles, with a preference for those who have managed teams within a corporate banking context.
Professional development opportunities may be provided to enhance performance in this position and could have been completed before assuming these responsibilities.
Develops, implements, and enforces organizational compliance policies to ensure adherence to legal, regulatory, and ethical standards while mitigating operational risks. Oversees the creation and maintenance of policy documentation, ensuring clarity, accessibility, and alignment with current requirements. Conducts regular reviews and updates to policies in response to evolving regulations, industry best practices, and organizational needs. Collaborates with legal, operational, and leadership teams to assess compliance gaps, recommend improvements, and foster a culture of adherence. Provides training and guidance to employees to enhance understanding and implementation of policies across all departments. Monitors compliance metrics, investigates deviations, and implements corrective actions as necessary to sustain organizational integrity.
Corporate Service Standards and Complaints Management processes are designed to uphold and enhance service quality, ensuring adherence to established benchmarks and addressing client concerns efficiently. These procedures involve monitoring service delivery, evaluating performance against predefined criteria, and implementing corrective actions when necessary to maintain high standards. Additionally, the processes include structured mechanisms for receiving, documenting, and resolving complaints in a timely and systematic manner, with the objective of improving customer satisfaction and fostering continuous improvement within the organization.
The role requires expertise in Anti-Money Laundering (AML) compliance, including the detection, prevention, and reporting of suspicious financial activities. Key responsibilities involve monitoring transactions, conducting risk assessments, and ensuring adherence to regulatory standards such as the Bank Secrecy Act (BSA), USA PATRIOT Act, and Finsen guidelines. The position demands strong analytical skills, attention to detail, and proficiency in AML software tools. Additionally, the individual will collaborate with law enforcement and regulatory bodies, investigate potential violations, and maintain comprehensive audit trails. A deep understanding of Know Your Customer (KYC) procedures and sanctions screening is also essential.
As part of your responsibilities, you will be required to complete comprehensive KYC (Know Your Customer) and Operation Rigor training programs to ensure rigorous compliance with regulatory standards and operational excellence. These training modules are designed to equip you with the necessary knowledge and skills to effectively perform due diligence, identify potential risks, and maintain adherence to established protocols. Through this training, you will gain a deeper understanding of anti-money laundering (AML) measures, customer identification procedures, and fraud detection techniques. Additionally, you will be trained on operational rigor, including process efficiency, error mitigation, and adherence to internal guidelines to uphold the highest standards of integrity and accountability in your role.
The position encompasses several distinctive and demanding requirements that set it apart from conventional roles.
We oversee the management of all bank stakeholder interactions across corporate service touchpoints while ensuring adherence to Service Level Agreements (SLAs).
Professional rewriting:
Screen-based tasks demand sustained attention and meticulous verification of completed work to ensure accuracy and quality.
Perform duties with adaptability across various processes and operational activities.
Seeking a candidate with a comprehensive understanding of key principles and proficiencies in relevant areas. The ideal applicant will possess expertise in specific methodologies, tools, or techniques pertinent to the role. Strong analytical and problem-solving abilities are essential, along with the capacity to apply theoretical knowledge to practical scenarios. Effective communication and collaboration skills are also required to interact seamlessly with teams and stakeholders. Familiarity with industry standards, best practices, and emerging trends is highly desirable to ensure continuous improvement and innovation.
In addition to possessing strong collaborative abilities, candidates must demonstrate proficiency in working effectively under significant pressure.
Proven ability to articulate ideas clearly and deliver compelling presentations, ensuring effective engagement with diverse audiences. Demonstrates strong interpersonal skills to convey information persuasively and foster meaningful professional relationships.
Proficient in handling telephone communications with professionalism and clarity is essential. Demonstrated ability to engage with callers effectively, address inquiries, and resolve issues efficiently is required. Must maintain a courteous and articulate demeanor throughout all interactions.
Skilled in fostering collaborative relationships and cultivating strong internal connections across teams and departments.
Analytical acumen, information synthesis, innovative problem-solving, and sound judgment are essential competencies for this role. Candidates must demonstrate proficiency in gathering and evaluating data, applying logical reasoning, and making informed decisions.
Proficiency in change management is essential, encompassing adeptness in handling issues and their resolution.
Dedicated to delivering exceptional service and fostering robust stakeholder relationships, the role emphasizes proactive engagement and alignment with organizational objectives. This position requires a collaborative mindset, strong communication skills, and the ability to effectively manage diverse stakeholder expectations while driving mutually beneficial outcomes. Key responsibilities include nurturing partnerships, ensuring transparent communication, and addressing stakeholder needs to enhance overall project success and organizational growth.
Elevate performance benchmarks, ensure exceptional customer satisfaction, and execute initiatives with unparalleled speed and precision.
Qualifications
BA/BSc/HND
