Job Summary
This position offers expert guidance and assistance to maintain high customer satisfaction levels and elevate the overall customer experience by fulfilling established goals in accordance with approved standard operating procedures (SOPs). Selection for this role influences compensation and benefits for employment in Botswana; further inquiries regarding remuneration should be directed to the Reward team.
Seeking a highly motivated professional to join our team in the position of [Job Title]. The ideal candidate will possess a minimum of [X] years of relevant experience in [field/industry]. A bachelor’s degree in [relevant field] or a related discipline is required, along with proficiency in [specific software/tool] and strong analytical skills. Responsibilities include overseeing [key duty], collaborating with cross-functional teams to [specific task], and ensuring compliance with [relevant regulations/standards]. The role demands meticulous attention to detail, excellent communication abilities, and the capacity to manage multiple priorities in a fast-paced environment.
Job Purpose
This position is dedicated to Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support. The successful candidate will operate with flexibility across diverse responsibilities while collaborating with cross-bank stakeholders to uphold service governance, ensuring an exceptional client experience for corporate customers.
The Client Experience Lead will receive support in analyzing data to facilitate seamless coordination among Coverage, Products, and Operations teams, ensuring the delivery of outstanding customer service to corporate clients. This role involves proactively managing day-to-day corporate banking operations to maintain service excellence across all touchpoints.
The role involves providing analytical support to the Client Experience Lead while overseeing the daily operations of corporate customer service to ensure satisfaction and provide assistance to branches in their service initiatives.
As a valued contributor to the Client Experience team, you will provide essential support to the Client Experience Lead in the realm of data analytics. Your role will involve meticulous coordination to uphold and enforce service standards across business, operations, and branch distribution channels. This critical function ensures alignment with established goals and objectives, ultimately driving market leadership within the Corporate and Investment Banking sector.
The role involves supporting the Client Experience Lead in data analytics, overseeing and validating the integrity of corporate service standards and the service governance and control framework by compiling, reviewing, and analyzing Client Experience data and management information. Key responsibilities include tracking and reporting on metrics such as Customer Onboarding, Complaints and Queries Management, Client Experience Service Standards Governance Reports, Payment documentation, Excess Management tracking and archiving, monthly service pack and dashboard updates, as well as coordinating customer surveys.
The role involves gathering and analyzing data analytics to evaluate Account Opening documents in alignment with current policy rules and guidelines. This includes verifying account opening documentation and change mandates against established policies and procedures, as well as recording applications and account maintenance activities in the system. Additionally, the position entails compiling various Client Experience Data and Management Information analytics, covering—but not limited to—Customer Onboarding, Complaints and Queries Management, Client Experience Service Standards Governance Reports, and Payment documentation tracking.
Key Accountabilities
Deliver 70 to 80 percent of Client Experience Governance Analytics to ensure comprehensive oversight and actionable insights into client interactions, service quality, and operational efficiency.
Compile data analytics and management information to support client experience activities and measures, including but not limited to the following:
Ensure all service-related issues—including, but not limited to, unresolved processes and queries exceeding agreed-upon timeframes—are escalated to the designated individual(s) and level, with notification provided to the Customer Experience Lead or their authorized representative.
To facilitate continuous improvement in client experience, the Complaints MI report should be distributed monthly to the CIB team, with a focus on identifying and addressing emerging service trends and themes.
Ensure cases adhere to the complaints handling guidelines and provide feedback to teams regarding any identified gaps in logged complaints.
Investigate and determine the underlying cause of client complaints to address and resolve issues effectively.
Achieve resolution for at least 80% of all cases within a 24-hour timeframe.
Ensure that the details documented in the CIB complaints management information are thoroughly accurate, succinct, and submitted without delay.
Assist in the development and oversight of operational workflows to reduce financial losses and enhance productivity and performance.
Monitor the monthly MI reports to track the error rate in returned KYC documentation for each Relationship Manager (RM) and Client Management Associate (CMA).
Develop and maintain an up-to-date, dynamic customer database by systematically reviewing and refreshing contact details at least once every quarter.
Craft and oversee impactful Management Information (MI) to propel the Corporate and Investment Banking (CIB) business forward, fostering both organizational and individual growth.
Prepare and generate ad hoc management information (MI) as and when required to support business needs.
Engage in ARE and Kenya service meetings to collaboratively identify solutions for emerging service themes.
Proactively monitor all logged client cases and anticipated inquiries to ensure they are managed in accordance with established standards and TCF policy.
Analyze weekly management information to prioritize and address areas flagged with an AMBER or RED rating.
Collaborate effectively with the Customer Experience team to foster an operational excellence culture, driving continuous improvement in performance standards for corporate clients.
Evaluate and propose enhancements to current processes and procedures to elevate operational service quality and efficiency, then advocate for these improvements while adhering to established guidelines.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in strict adherence to data retention schedules, while maintaining flawless integrity of the stored files and folders. Additionally, guarantee that Tableau files and processed UA01 files or folders are readily accessible to stakeholders whenever needed.
The UA01 tracker is managed and distributed to stakeholders to guarantee adherence to reporting requirements for excesses as outlined in the excess reports’ regulations.
Monthly sampling of online outward remittances exceeding USD 10,000—or its currency equivalent—is conducted to gather supporting documentation.
Experienced professionals with expertise in Business Management are sought to fulfill 20-30% of the role’s responsibilities. Qualified candidates must demonstrate a strong understanding of organizational operations, strategic planning, and resource allocation. The position necessitates the ability to analyze market trends, optimize workflows, and foster stakeholder relationships. Proficiency in budget management, performance evaluation, and regulatory compliance is essential. Candidates should possess excellent leadership, problem-solving, and communication skills to drive business growth and operational efficiency. A bachelor’s degree in Business Administration or a related field is required, with a minimum of three years of relevant experience preferred.
Engaging in routine coverage huddles to identify challenges and apply effective solutions promptly.
Foster seamless collaboration between front-office and back-office teams, as well as operations, by maintaining consistent, proactive communication. Guarantee that all internal deadlines are consistently met, with performance exceeding the minimum service-level agreement (SLA) requirements.
To ensure a seamless transition, a comprehensive handover must be conducted prior to any leave, with detailed notes and action items finalized and mutually agreed upon at least one week in advance of the scheduled absence.
Ensure strict compliance with established protocols and schedules, including leave rotation and other operational arrangements.
Engage proactively in professional development workshops and collaborative team-building activities to enhance skills and foster a cohesive work environment.
Consistently evaluate and implement suggestions received from various sources to enhance performance and operational effectiveness.
Seeking a candidate with a demonstrated track record in [industry/field], preferably holding [specific degree, certification, or experience]. Ideal applicants will exhibit strong proficiency in [key skills or tools], along with [relevant soft skills, e.g., leadership, problem-solving]. Familiarity with [specific processes, regulations, or technologies] is advantageous, as is experience in [particular industry or function]. The role demands meticulous attention to detail, adaptability in dynamic environments, and a commitment to [core values or objectives]. Prior experience in [specific task or responsibility] is highly valued.
A recognized institution must award a university degree in a business-related field.
Preferred candidates will possess prior experience in a similar role, having demonstrated proficiency in relevant tasks and methodologies. A minimum of three years of hands-on experience in the field is typically required, along with a proven track record of achieving measurable results. Familiarity with industry-specific tools, technologies, or frameworks is essential, as is the ability to adapt to evolving processes and demands. Strong problem-solving skills and a collaborative mindset are highly valued, enabling effective contributions to cross-functional teams. Academic qualifications or certifications that substantiate expertise in the domain may also be necessary.
Essential
A solid understanding of the Bank’s offerings, services, and regulatory frameworks, along with any specialized expertise pertinent to the position, is essential for effectively fulfilling the role’s responsibilities.
Technical proficiency with customer service tools and platforms is required, along with a thorough familiarity with the bank’s frontline operational systems. A strong grasp of both front-office and back-office workflows and protocols is essential, in addition to a solid understanding of the risks and controls governing telephonic transaction processes.
Individuals must possess comprehensive expertise in pertinent processes and methodologies to ensure efficient and accurate execution of assigned tasks.
Proficient understanding of operational risk principles and stringent requirements and standards relevant to pertinent processes and procedures is essential.
A comprehensive grasp of the team’s performance benchmarks, including service level agreements and customer service goals, is required.
Demonstrated proficiency in various technical platforms, including Hybrid, FCR, OWLS, KAMES, BOC, SES, Salesforce, as well as data visualization tools such as Tableau and Qlik View.
Proficiency in pertinent regulatory frameworks—including Know Your Customer (KYC) protocols, anti-money laundering (AML) measures, and established service benchmarks—is essential.
Proficient in corporate banking service standards and adept in complaints handling procedures.
Proficiency in collaborating with diverse teams across various business units, centers, and branches is essential.
A comprehensive understanding of bank offerings and corporate banking solutions is essential, along with familiarity with relevant financial products and services.
Candidates should possess demonstrated experience in customer service roles along with a proven track record in people management, ideally within the corporate banking sector.
Professional development opportunities are designed to enhance performance in this position and may be completed prior to assuming these responsibilities.
Ensures adherence to all pertinent regulatory requirements, internal policies, and industry standards through the development, implementation, and maintenance of comprehensive compliance policies. Conducts regular reviews and updates to policies to reflect changes in laws, regulations, and best practices. Provides guidance and training to employees and management on compliance obligations and procedures. Monitors compliance activities to identify risks and implement corrective actions. Collaborates with legal, risk management, and other departments to align policies with organizational goals and mitigate potential liabilities. Maintains accurate records of policy reviews, training sessions, and compliance assessments for auditing and reporting purposes.
The Corporate Service Standards and Complaints Management process encompasses the structured protocols and guidelines implemented to uphold service excellence while addressing and resolving customer complaints efficiently. This process ensures adherence to predefined benchmarks for service quality, facilitates systematic tracking of feedback, and provides clear pathways for escalation and resolution to maintain organizational integrity and customer satisfaction.
The role entails implementing and overseeing anti-money laundering (AML) policies, ensuring compliance with regulatory standards, and mitigating financial crime risks. Key responsibilities include conducting thorough customer due diligence, monitoring transactions for suspicious activity, and reporting findings to relevant authorities as mandated. The position requires a strong understanding of AML laws, excellent analytical skills, and proficiency in compliance software. Additionally, the role involves training staff on AML procedures, collaborating with cross-functional teams, and maintaining detailed records for audits. A background in finance, law, or a related field, along with relevant certifications, is typically preferred.
KYC and Operation Rigor training encompasses comprehensive instruction in Know Your Customer (KYC) procedures and rigorous operational protocols. Participants will acquire essential knowledge and skills to ensure compliance with regulatory standards while maintaining the highest levels of due diligence. The training emphasizes the identification of high-risk clients, the implementation of robust verification measures, and the mitigation of financial crime risks. Additionally, it covers the critical aspects of Operation Rigor, including adherence to internal policies, adherence to industry best practices, and the cultivation of a culture of integrity within the organization.
The position entails distinctive and exacting demands that set it apart from standard roles. These requirements encompass specialized skills, rigorous performance standards, and a capacity to thrive under significant pressure. Candidates must demonstrate adaptability, problem-solving acumen, and a consistent track record of delivering high-quality results in dynamic environments. The role also necessitates strong interpersonal abilities to collaborate effectively with cross-functional teams and stakeholders while maintaining a focus on excellence and innovation.
Responsibilities include overseeing corporate service touchpoints to ensure alignment with stakeholder expectations, while actively monitoring service level agreements (SLAs) to maintain operational efficiency and accountability. This role involves coordinating with key stakeholders to address concerns, track performance metrics, and ensure seamless service delivery across all relevant touchpoints.
Visual focus is essential for tasks involving prolonged screen engagement and meticulous review of completed work.
Perform a variety of tasks and processes with adaptability and versatility.
Individuals must possess a robust understanding of the relevant field, complemented by strong analytical abilities and technical expertise. Proficiency in industry-standard tools, software, or methodologies is essential, alongside exceptional problem-solving capabilities. Strong communication and teamwork skills are also required to collaborate effectively with colleagues and stakeholders. A commitment to continuous learning and staying updated with emerging trends is expected to maintain a competitive edge in the role.
Collaborative aptitude in fast-paced settings is required to ensure cohesive teamwork under demanding conditions.
Demonstrates exceptional proficiency in conveying ideas clearly and persuasively through both verbal and written communication, as well as delivering compelling presentations with confidence and clarity.
Skilled in handling telephone communications with professionalism and courtesy.
Proven ability to cultivate and leverage professional relationships within the organization is essential. The ideal candidate should demonstrate expertise in building connections across departments, fostering collaboration, and enhancing cross-functional communication. Strong interpersonal skills and a proactive approach to networking are required to identify opportunities, align stakeholders, and drive collective success. Proficiency in maintaining and expanding internal networks to support strategic goals is a key expectation.
Analytical prowess, information gathering capabilities, creative problem-solving, and sound decision-making are essential competencies for this role. Strong proficiency in these areas enables the effective interpretation of complex data, the identification of key insights, and the formulation of innovative solutions to address challenges. The ideal candidate will demonstrate the ability to synthesize information, evaluate options, and make timely, well-informed decisions that align with organizational objectives.
Proven expertise in change management, encompassing adept issue identification, tracking, and resolution processes, ensuring seamless transitions and minimal operational disruption.
Dedicated to delivering exceptional service and cultivating strong stakeholder relationships, the ideal candidate will excel in managing key stakeholders with professionalism and strategic insight.
Deliver outstanding performance, exceed customer expectations, and maintain rapid operational execution.
Qualifications
BA/BSc/HND
