In this role, you will be responsible for overseeing daily operations to ensure efficiency and productivity within the team. Your duties will include managing project timelines, coordinating team activities, and ensuring adherence to company policies. Additionally, you will be expected to analyze performance metrics, identify areas for improvement, and implement strategic solutions. Strong leadership, problem-solving skills, and proficiency in relevant tools are required, along with a minimum of five years of experience in a similar role. Your contributions will directly impact the organization’s success and growth.
To deliver expert guidance and assistance, ensuring customer satisfaction and elevating the overall customer experience by adhering to predefined objectives set forth in established standard operating procedures (SOPs). Selection for this position carries implications for compensation and benefits in Botswana; for further details, kindly reach out to the Reward team.
We are seeking a highly motivated and skilled professional to join our team in the capacity of [Job Title]. The ideal candidate will possess a minimum of [X] years of relevant experience in [specific field or industry], along with a proven track record in [key skill or responsibility]. Proficiency in [specific software, tools, or technologies] is essential, and familiarity with [related industry standards or practices] is highly desirable. The successful applicant will be responsible for [primary responsibility 1], [primary responsibility 2], and [primary responsibility 3]. Additionally, the role requires strong analytical abilities, exceptional communication skills, and the capacity to thrive in a fast-paced, collaborative environment. This position offers the opportunity to contribute to impactful projects while growing within a dynamic and supportive organization.
The primary objective of this position is to oversee and execute key responsibilities aligned with the organization’s strategic goals. Essential duties include managing daily operations, ensuring compliance with established policies and procedures, and fostering a collaborative work environment. Requirements entail a minimum of five years of relevant experience, proficiency in industry-specific software, and exceptional communication skills. Additionally, the role demands strong leadership abilities, problem-solving expertise, and a commitment to continuous professional development.
This position involves analyzing customer experience within the ABSA Africa Corporate and Investment Banking Front Office service support team. The role requires adaptability, as the individual may need to collaborate across diverse functions and engage with stakeholders across the bank to ensure service governance that delivers an exceptional client experience for corporate customers.
The Client Experience Lead will receive analytical support to coordinate efforts among the Coverage, Products, and Operations teams, ensuring the delivery of exceptional customer service to corporate clients through proactive management of daily corporate banking operations.
The Client Experience Lead will receive support in data analytics, overseeing the daily operations of corporate customer service to ensure satisfaction and provide assistance to branches in their corporate customer service initiatives.
The Client Experience Lead will receive support in data analytics, collaborating with business, operations, and branch distribution teams to uphold service standards and drive the achievement of corporate and investment banking’s strategic goals and market leadership objectives.
We will collaborate with the Client Experience Lead to enhance data analytics capabilities, ensuring the integrity and effectiveness of corporate service standards, governance, and control frameworks. This involves compiling, reviewing, and analyzing a wide range of Client Experience data and management information analytics—covering areas such as Customer Onboarding, Complaints and Queries Management, Client Experience Service Standards Governance Reports, Payment Documentation Tracking, Excess Management Tracking and Archiving, Monthly Service Packs and Dashboards, and the coordination of customer surveys.
To gather and analyze data for evaluating Account Opening documents in accordance with established policy rules and guidelines, this role involves verifying account opening documentation and change mandates against current policies and procedures, as well as recording applications and account maintenance activities in the system. Additionally, the position requires compiling diverse Client Experience Data and Management Information analytics, which encompass Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and Payment documentation tracking.
Key Accountabilities
We specialize in analyzing and enhancing the governance of client experience metrics, focusing on both current and emerging KPIs to drive strategic improvements. This role requires expertise in data interpretation and the ability to translate insights into actionable recommendations for stakeholders. Additionally, you will oversee the development and implementation of frameworks that ensure consistent delivery of high-quality client interactions. Key responsibilities include monitoring performance trends, identifying areas for optimization, and collaborating with cross-functional teams to align initiatives with overarching business objectives.
Compile analytics and management information to support various client experience initiatives and performance metrics, among other responsibilities.
Ensure all service-related issues, including but not limited to processes and queries not resolved within the specified timeframes, are escalated to the appropriate personnel. Notify the CX Lead, or their appointed delegate, of these escalations to maintain awareness and facilitate timely resolution.
To ensure effective dissemination of insights, monthly distribution of Complaints Management Intelligence (MI) reports will be made to the CIB team, focusing on identifying and addressing emerging service trends and themes to enhance overall client satisfaction.
To uphold case quality in alignment with complaints handling guidelines, provide feedback to teams regarding any identified gaps in logged complaints.
Identify the underlying causes of client complaints to resolve issues effectively.
Achieve resolution for at least 80% of cases within the same day.
Guarantee the absolute precision, clarity, and promptness of all details documented in the CIB complaints management information system.
Assist in the development and oversight of business processes to reduce income leakages while enhancing operational efficiency and effectiveness.
Monitor the monthly MI reports measuring the Error Rate associated with returned KYC documentation for each Relationship Manager (RM) and Credit Manager Assistant (CMA).
To maintain an active customer database, it is essential to regularly verify and update contact details at least once every quarter.
Develop and oversee impactful Management Information (MI) systems that propel Corporate & Investment Banking (CIB) operations forward while optimizing both business and individual productivity.
Prepare ad hoc management information (MI) reports as and when needed by the organization.
Attend ARE and Kenya service meetings to collaboratively address and resolve evolving service-related challenges.
Proactively monitor all recorded client cases and anticipated inquiries to verify compliance with established standards and TCF policy.
Employ AMBER or RED-rated findings from weekly management information to prioritize and address areas requiring immediate attention.
Collaborate closely with the Customer Experience team to foster a culture of operational excellence, driving continuous improvement in performance standards for corporate clients.
Evaluate and implement enhancements to existing processes and workflows to elevate operational service quality and efficiency, driving measurable improvements in performance. Advocate for and promote these enhancements, ensuring alignment with established organizational standards and approval frameworks.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in strict adherence to established data retention schedules, while maintaining complete integrity of the files and folders. Tableau files and processed UA01 files or folders must be readily accessible to stakeholders whenever needed.
To manage and distribute the UA01 tracker among stakeholders, ensuring strict adherence to reporting requirements for excesses as outlined in the excess reports’ guidelines.
Perform monthly sampling to compile supporting documentation for online outward remittances exceeding USD 10,000 or its currency equivalent.
Candidates should possess a solid foundation in business management principles, contributing between 20% to 30% of their professional responsibilities. This role requires strategic planning, operational oversight, and performance evaluation to ensure organizational efficiency and growth. Applicants must demonstrate proficiency in financial analysis, resource allocation, and leadership to drive sustainable business outcomes.
Attending consistent coverage meetings to analyze challenges, identify key issues, and develop actionable strategies for resolution.
Facilitate seamless, consistent, and forward-looking collaboration between front and back office teams, as well as operations. Guarantee all internal deadlines are consistently met, with performance exceeding service-level agreements.
A minimum of one week prior to the scheduled leave, all necessary handover details and action items must be thoroughly reviewed, discussed, and formally agreed upon to ensure a seamless transition.
Ensure strict adherence to established procedures and schedules, including leave rotations and other operational plans.
Engage proactively in structured training programs and collaborative team-building activities to enhance professional development and foster cohesive team dynamics.
We diligently incorporate and enhance upon insights gathered from diverse feedback sources to drive continuous improvement and operational excellence.
Seeking candidates with a proven background in [specific field/industry] and at least [X] years of relevant experience, preferably holding a degree in [specific field]. Familiarity with [specific tools/technologies] and adherence to industry best practices are essential. Strong analytical, problem-solving, and communication skills are required to collaborate effectively within cross-functional teams. Prior experience in [specific task/process] and a commitment to continuous learning and professional development are highly desirable. Knowledge of [specific regulations/standards] and proficiency in [specific software/system] are advantageous.
A recognized institution must grant a university degree in a field related to Business.
Highly desirable experience includes expertise in project management methodologies such as Agile, Scrum, or Waterfall, with a proven ability to lead cross-functional teams and deliver projects on time and within budget. Familiarity with industry-standard tools like JIRA, Trello, or Asana is beneficial, as is experience with risk management and stakeholder communication. Candidates should possess strong analytical and problem-solving skills, along with the capacity to adapt to evolving project requirements. Prior experience in a leadership or mentoring role is a plus, and knowledge of relevant frameworks or certifications (e.g., PMP, PRINCE2) is considered advantageous.
Essential
A solid understanding of the Bank’s offerings, services, and internal policies—or specialized expertise—is essential to effectively perform the duties of this position.
Proficiency in technical systems pertinent to customer service equipment is required, along with comprehensive expertise in the bank’s frontline operational tools. Candidates must demonstrate a thorough grasp of both front and back-office workflows and protocols, as well as a solid understanding of the risks and controls associated with telephonic transaction processing.
Demonstrates a thorough understanding of pertinent processes and procedures, ensuring adherence to established standards and protocols.
Demonstrates a comprehensive understanding of operational risk and the rigorous requirements and standards governing pertinent processes and procedures.
Thorough knowledge of team performance objectives, including service level agreements and customer service targets, is essential.
A solid grasp of technical systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, and Salesforce, as well as tools like Tableau and Qlik View, is essential.
Proficiency in pertinent regulatory frameworks—such as Know Your Customer (KYC) requirements, anti-money laundering (AML) statutes, and industry service benchmarks—is essential.
Experienced in adhering to corporate banking service standards and proficient in managing complaints handling procedures.
Proficiency in interfacing with various business units, corporate centers, and branch offices is essential.
A solid understanding of bank products and services, coupled with expertise in corporate banking offerings, is essential. Demonstrated familiarity with financial solutions tailored to corporate clients is required to effectively address their diverse needs.
Suitable experience in a customer service capacity, along with leadership in people management, ideally within the corporate banking sector, is required.
Training may enhance role effectiveness and could have been completed beforehand.
Ensures adherence to all relevant compliance policies and regulatory requirements through meticulous monitoring and enforcement of standards. Develops, updates, and communicates policies to maintain organizational alignment with legal and industry obligations. Identifies potential risks and implements corrective actions to mitigate compliance gaps. Collaborates with departments to integrate compliance best practices into daily operations. Conducts regular audits and assessments to verify policy effectiveness and regulatory adherence. Provides training and guidance to employees to foster a culture of compliance awareness.
The Corporate Service Standards and Complaints Management process encompasses structured methodologies for upholding service excellence and addressing customer grievances systematically. This process ensures adherence to predefined benchmarks while facilitating efficient resolution pathways for complaints received. It involves the implementation of consistent evaluation criteria to assess service performance and the deployment of corrective measures to enhance overall service quality. Additionally, it includes mechanisms for tracking, analyzing, and reporting on complaints to identify trends and implement preventative actions.
AML
Professional KYC and Operations Rigor training is essential for ensuring compliance with regulatory standards and operational excellence. This program equips participants with the necessary skills to conduct thorough customer due diligence, mitigate financial risks, and uphold the highest standards of integrity within their roles. Designed for professionals in financial services, compliance, or related fields, the training emphasizes practical applications, case studies, and best practices to enhance proficiency in Know Your Customer (KYC) procedures and operational rigor. Upon completion, attendees will be better prepared to navigate complex regulatory environments while driving efficiency and accuracy in their daily responsibilities.
The position entails distinguished demands that set it apart from conventional roles, encompassing a range of high-level responsibilities and specialized qualifications tailored to the unique expectations of this opportunity.
Manage corporate service touchpoints and oversee bank stakeholder relationships while ensuring strict adherence to Service Level Agreements (SLAs). Monitor and report on SLA performance to maintain high service standards and stakeholder satisfaction.
Professional rewrite:
The role necessitates keen visual focus for extended periods, particularly when engaged in screen-based tasks and reviewing completed work for accuracy.
Handle a variety of tasks and processes with adaptability and efficiency.
Possesses a comprehensive understanding of industry principles and specialized expertise, along with proficiency in relevant tools and methodologies.
Demonstrated ability to collaborate effectively under tight deadlines and high-stakes conditions is essential.
Proficient in conveying ideas clearly and effectively, both in written and verbal formats, with a strong ability to articulate concepts persuasively to diverse audiences.
Proficient in delivering exceptional telephone communication with clarity, professionalism, and courtesy.
We seek individuals who excel at building and leveraging professional relationships within the organization to foster collaboration and drive business objectives. Proficiency in cultivating connections across departments, teams, and leadership levels is essential to enhance communication, streamline workflows, and identify cross-functional opportunities. The ideal candidate will demonstrate a proactive approach to networking, combining interpersonal skills with a strategic mindset to strengthen team cohesion and achieve shared goals effectively.
Analytical, information-gathering, creative thinking, and decision-making skills are essential for this role. The ability to effectively process data, identify key insights, and evaluate options is crucial. Strong problem-solving capabilities and the capacity to make informed, timely choices are also required. Additionally, the role demands a blend of structured reasoning and innovative approaches to address challenges and drive results.
Possesses strong change management skills, with a proven ability to manage issues effectively and deliver timely resolutions.
Service-oriented professionals with strong stakeholder management capabilities are sought. The ideal candidate will excel in fostering collaborative relationships, ensuring alignment with key stakeholders, and driving project success through effective communication and negotiation.
Elevate performance, ensure exceptional customer satisfaction, and maintain rapid execution of tasks.
Qualifications
BA/BSc/HND
