Job Summary
This position offers expert guidance and assistance to uphold customer satisfaction and elevate the overall customer experience by fulfilling established objectives in accordance with standardized operating procedures. Selection for this role carries implications for compensation and benefits in Botswana; for further information, please reach out to the Reward team.
Job Description
Job Purpose
This position is responsible for Customer Experience analytics within ABSA Africa Corporate and Investment Banking’s Front Office service support, with the potential for flexible collaboration across diverse tasks and engagement with cross-bank stakeholders to uphold service governance and ensure an exceptional client experience for corporate customers.
The Client Experience Lead will collaborate with you on data analytics initiatives to streamline coordination between the Coverage, Products, and Operations teams, ensuring consistently high standards of customer service for corporate clients through proactive management of their daily corporate banking needs.
The role involves providing data analytics support to the Client Experience Lead while overseeing the daily operations of corporate customer service activities, ensuring customer satisfaction and offering assistance to branches in their corporate customer service initiatives.
The incumbent will support the Client Experience Lead in data analytics initiatives, oversee the alignment of service standards across business, operations, and branch distribution teams, and ensure adherence to these benchmarks to meet Corporate and Investment Banking’s strategic goals and market leadership objectives.
To support the Client Experience Lead in data analytics, you will oversee and validate the integrity of corporate service standards and the service governance and control framework by compiling, analyzing, and reviewing a wide range of Client Experience data and management information (MI) analytics. These include, but are not limited to, metrics related to Customer Onboarding, Complaints and Queries Management, governance reports on Client Experience Service Standards, tracking of Payment documentation, Excess Management tracking and archiving, preparation of monthly service packs and dashboards, as well as coordinating customer surveys.
We gather and analyze data to evaluate Account Opening documents in comparison to current policy guidelines, ensuring thorough review of account opening documentation and change mandates against established procedures. Additionally, we input applications and account maintenance details into the system while compiling diverse 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
We seek a seasoned professional to oversee the governance, analytics, and overall experience quality for our client-facing initiatives, ensuring consistency, compliance, and performance excellence. The role involves developing and implementing strategic frameworks to monitor client interactions, analyzing data to identify trends and improvement opportunities, and collaborating with cross-functional teams to enhance service delivery. Proficiency in analytics tools and a strong understanding of regulatory requirements are essential, along with the ability to translate insights into actionable strategies that drive measurable outcomes. Additionally, the candidate must demonstrate exceptional communication skills to present findings to stakeholders and influence decision-making processes.
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.
Escalate all service-related issues promptly—such as unresolved processes or queries exceeding agreed-upon timeframes—to the correct personnel, ensuring the CX Lead or their designated representative is informed.
To facilitate continuous enhancement of client experience, the Complaints MI should be distributed monthly to the CIB team, emphasizing emerging service trends and key themes for actionable insights.
To maintain case quality in accordance with complaints handling guidelines, identify any discrepancies in logged complaints and provide constructive feedback to the respective teams.
Conduct a thorough analysis to pinpoint the underlying causes of client complaints.
Demonstrate the ability to resolve at least 80% of all cases within a single business day.
Guarantee that all details recorded within the Customer Information Bases (CIB) complaints Management Information (MI) are entirely precise, succinct, and delivered promptly.
Assist in the development and oversight of business processes to reduce revenue losses while enhancing operational efficiency and effectiveness.
Monitor monthly management information reports assessing the error rate in returned documentation for Know Your Customer (KYC) processes, segmented by Relationship Manager (RM) and Client Management Associate (CMA).
Create and maintain an active customer database, ensuring contact details are refreshed at least quarterly.
Design and oversee impactful Management Information (MI) solutions that propel the Corporate and Investment Bank (CIB) business forward while elevating both organizational and individual productivity.
Compile adhoc MI that may be required from time to time.
Engage actively in ARE and Kenya service meetings to identify solutions for emerging service themes.
You are responsible for actively monitoring all logged client cases and anticipated queries to confirm that they are being resolved in accordance with established standards and TCF policy.
Weekly management information (MI) should be utilized to tackle priority areas identified as AMBER or RED through targeted interventions.
Collaborate effectively with the Customer Experience team to foster a culture of operational excellence, ensuring the continuous enhancement of performance standards for corporate clients.
Assess and implement enhancements to operational processes and procedures to elevate service quality and efficiency, driving continuous improvement while ensuring adherence to established guidelines.
Ensure UA01 files and folders are stored in the CIB shared folders in strict accordance with data retention schedules, maintaining absolute integrity of all files and folders. Tableau files and processed UA01 files or folders must remain readily accessible to stakeholders upon request.
The UA01 tracker is managed and circulated to stakeholders to ensure compliance with reporting excesses in accordance with the established rules for those excess reports.
Monthly, collect samples to substantiate documentation for outward remittances exceeding USD 10,000 or its foreign currency equivalent.
We seek a seasoned professional with expertise in Business Management to oversee strategic planning and operational execution. The role demands a minimum of 20% to 30% engagement in core management duties, ensuring alignment with organizational goals. Key responsibilities include analyzing market trends, optimizing workflows, and fostering team productivity. Strong leadership, analytical skills, and a results-driven mindset are essential for success in this position.
Engaging in routine coverage meetings to address key challenges and execute effective solutions in a collaborative setting.
Ensure seamless and proactive communication between front-office and back-office teams, fostering an efficient workflow. Consistently meet all internal deadlines, with performance exceeding standard service-level agreements (SLAs) as the minimum expectation.
Ensure a thorough handover prior to leave, including agreed-upon handover notes and actions, finalized at minimum one week before the scheduled absence.
Comply with established protocols and schedules, including rotation of leave and other arrangements as agreed upon.
Engage proactively in professional development workshops and collaborative team-building initiatives to foster a cohesive and high-performing work environment.
Proactively address and incorporate feedback received through multi-source evaluations to drive continuous improvement.
Highly qualified candidates for this role will possess advanced credentials and relevant experience, demonstrating expertise in the field. Ideal applicants should meet specific educational requirements, such as a Bachelor’s degree or higher in a related discipline, along with a minimum of five years of hands-on experience in a comparable position. Additionally, proficiency in industry-specific software, tools, or methodologies is essential, as is a track record of delivering measurable results in past roles. Strong problem-solving abilities, excellent communication skills, and the capacity to work collaboratively in fast-paced environments are also key qualifications.
A recognized institution must award a university degree in a Business-related discipline.
Seeking candidates with a proven track record in the specified field, demonstrating hands-on experience through prior roles or relevant projects. Ideal applicants will possess a minimum of [X] years of industry expertise, complemented by a strong educational background in [relevant discipline]. Familiarity with [specific tools, technologies, or methodologies] is highly advantageous, along with the ability to [key skill or responsibility]. The role demands meticulous attention to detail, exceptional problem-solving capabilities, and a collaborative mindset to thrive in a dynamic work environment.
Essential
A thorough understanding of the Bank’s products, services, and policies, or relevant specialist expertise, is essential for effectively fulfilling the responsibilities of this role.
Technical proficiency with customer service equipment is essential, along with an in-depth grasp of the bank’s frontline systems. Additionally, a comprehensive understanding of front and back-office processes and procedures is required, and familiarity with risks and controls associated with telephonic transactions is necessary.
Possesses a comprehensive understanding of pertinent processes and procedures.
A strong grasp of operational risk principles and the stringent requirements and standards governing relevant processes and procedures is essential.
Demonstrates a strong grasp of team performance objectives, including service level agreements and customer service targets.
Proficient knowledge of various technical systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as visualization tools like Tableau and Qlik View, is essential.
A solid grasp of pertinent regulations, such as Know Your Customer (KYC) requirements, anti-money laundering (AML) frameworks, and established service standards, is essential.
Possesses a comprehensive understanding of corporate banking service standards and the associated complaints handling procedures.
Proficient in collaborating with diverse team interfaces across various business areas, centers, and branches.
Demonstrated familiarity with a wide range of bank offerings and corporate banking solutions is essential to this role.
We seek candidates with a strong background in customer service roles, ideally complemented by hands-on experience in people management, with a preference for those who have worked in corporate banking environments.
Training, which may have been completed prior to assuming this position, is designed to enhance role effectiveness.
Ensures adherence to all relevant regulatory, legal, and organizational standards through the development, implementation, and enforcement of compliance policies. Evaluates current policies to identify gaps or areas for improvement, proposing updates to meet evolving requirements. Collaborates with cross-functional teams, including legal, risk management, and operations, to integrate compliance measures into daily workflows. Conducts regular audits and risk assessments to verify policy effectiveness and mitigate potential violations. Provides training and guidance to employees on compliance obligations, fostering a culture of accountability and ethical behavior across the organization.
Corporate Service Standards and Complaints Management encompasses the structured protocols and frameworks implemented to uphold service excellence and address client concerns efficiently. This process ensures adherence to predefined benchmarks while facilitating the systematic resolution of complaints through clear escalation paths and accountability measures.
The role involves implementing and overseeing anti-money laundering (AML) programs to ensure compliance with regulatory standards and mitigate financial crime risks. Key responsibilities include conducting risk assessments, monitoring transactions, and filing suspicious activity reports (SAR’s). The position requires strong analytical skills, familiarity with AML regulations, and proficiency in compliance tools and software. Additionally, the candidate must demonstrate expertise in identifying and investigating potential illicit financial activities while collaborating with cross-functional teams.
As part of our commitment to operational excellence, we require thorough training in Know Your Customer (KYC) protocols and Operation Rigor standards to ensure compliance and risk mitigation. This training equips team members with the essential knowledge and skills to accurately verify customer identities, assess potential risks, and uphold regulatory requirements. Participants will learn to identify suspicious activities, maintain detailed records, and adhere to industry best practices while fostering a culture of due diligence and accountability. Proficiency in these areas is critical to supporting our organization’s integrity and safeguarding against financial and reputational risks.
This role entails a variety of unique and demanding responsibilities that distinguish it from conventional positions. Key aspects include specialized duties that require advanced expertise, heightened problem-solving capabilities, and a proactive approach to overcoming challenges. The position demands a high level of adaptability, meticulous attention to detail, and the capacity to thrive in dynamic environments. Additionally, it necessitates strong interpersonal skills to collaborate effectively with diverse teams and stakeholders. Candidates must demonstrate resilience, creativity, and a commitment to achieving exceptional outcomes while maintaining rigorous standards.
As a professional responsible for banking stakeholder engagement, you will oversee the management of corporate service interactions and ensure adherence to Service Level Agreements (SLAs). Your role involves monitoring performance metrics to maintain service standards and fostering strong relationships with stakeholders to drive operational excellence.
Professional paragraph:
The position necessitates sustained visual focus for extended periods, primarily involving screen-based tasks and meticulous verification of completed work.
Perform a variety of tasks and processes with adaptable flexibility to meet evolving operational demands.
We seek candidates with a solid foundation in relevant technical or functional expertise, demonstrating proficiency through formal education, hands-on experience, or industry-recognized certifications. Strong analytical abilities are essential, enabling effective problem-solving and informed decision-making in alignment with organizational objectives. Excellent communication skills—both written and verbal—are critical for collaborating across teams, presenting complex ideas clearly, and fostering productive stakeholder relationships. Adaptability to evolving priorities and a commitment to continuous learning are equally important to thrive in dynamic environments. Familiarity with industry-standard tools, methodologies, and best practices is expected, as is the capacity to apply this knowledge to deliver measurable results.
In high-pressure environments, the ability to collaborate effectively with colleagues is essential.
Accomplished professionals must demonstrate exceptional proficiency in conveying ideas clearly and persuasively through both oral and written channels, as well as delivering engaging presentations to diverse audiences.
Maintains exceptional telephone etiquette and professionalism, ensuring clear, courteous, and effective communication with all callers. Exhibits strong listening skills to accurately understand and address inquiries or concerns, while demonstrating patience and empathy where needed. Handles high call volumes efficiently, prioritizing tasks to meet response time objectives and maintaining a calm, organized demeanor under pressure.
Acquires and nurtures professional relationships across departments and external stakeholders to facilitate collaboration, problem-solving, and knowledge-sharing. Builds and maintains a robust internal network to enhance communication, identify opportunities, and drive alignment toward organizational goals. Utilizes interpersonal skills to engage with colleagues at all levels, fostering a culture of openness and mutual support.
Analytical, information collection, inventive problem-solving, and decisive judgment skills are essential for this role.
Proven expertise in change management, encompassing adept issue identification and resolution.
Service-oriented professionals with strong stakeholder management expertise are sought to drive customer-centric initiatives and foster collaborative partnerships. The ideal candidate will possess exceptional interpersonal skills to navigate complex relationships, ensuring alignment between business objectives and stakeholder expectations. Responsibilities include cultivating trust-based interactions, facilitating transparent communication, and resolving conflicts to enhance project outcomes. Demonstrated experience in negotiating mutually beneficial agreements while maintaining high standards of professionalism is essential.
Fuel operational excellence, elevate customer satisfaction, and accelerate execution with urgency and precision.
Qualifications
BA/BSc/HND
