Job Description
Main accountabilities and approximate time split
Service Management: 40%
Maintain operational efficiency and controls within the specialist support area as per Operational Procedures Guidelines
Customer management
Resolution of customer queries of a technical nature
Work to and achieve service levels as spelt out in Service Level Agreement
Supervision of system management
Contribute to systems and service improvement through continuous reviews inc. risk reviews
Play a liaison role between the internal departments, such as the Computer Centre and the customer when necessary
Contribute to systems and service improvement through continuous feedback to product management
Provide feedback to Sales team and Corporate & Business Banking RM on issue resolution.
Specialist Support: 40%
Provide telephone guidance/specialist support to the Sales team and customers
Provide technical support & advice re: software installation, software technical problems, customization, training at customer sites and other Cash Management issues which the Direct Sales team is unable to handle
Give after sales support & build relationships with individual users and decision makers within the organizations that are using Cash Management products
Liaising with customers’ software vendors for payroll, accounting, reconciliation packages etc and also LANs, modems and data comms consultants to develop suitable interfaces/interface procedures
Implementation of new software upgrades & installation
Business Management: 10%
Contribute to product development and improvement through continuous reviews
Contribute to procedures development and improvement through continuous reviews
Monitor performance against budgets/targets/service
Manage down customer complaints to a minimum, if not to eliminate completely
Management of performance & risk
Sales: 10%
Identify & follow-up cross selling opportunities and promote the name of the Absa Group
Participate in promotion and marketing activities of Transactional Banking products
Accountability Risk & Control Objective: 100 %
Risk & Control Objective
“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”
Technical skills / Competencies
Proficient in IT (Windows operating systems, network, modems and data comms)
Excellent communication skills (written and spoken)
Selling/negotiation skills
Presentation skills (oral & visual)
Interpersonal skills
Creative thinking to enable solution providing
Time management skills
Performance management skills
Strong Customer Service Ethic
Knowledge, Expertise and Experience
Basic technical ability acquired either at IT and/or Branch Operations
Customer Service background
Good understanding of Group values on Market Leadership, Customer Primacy, Individual recognition of customer and Bank’s strategy on chosen market segments
Bank’s Operations set up at Business Centres/Outlets, Technology Services, VPC/EFT Clearing
Bank Products and Services, both Corporate, Retail and Personal as customer facing staff
Banks core processing systems and developments in this area e.g. FCAT, FCR, FCC, Sybrin, Card systems, Sub Host Systems at IT Operations, all of which interface one way or another with Cash Management systems
Ability to deal & interact with MDs, FDs, IT managers of key Corporate clients
Exhibit total professionalism on the job
Hold a valid driving license
Build and maintain good contacts within the bank operations & services network
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
Apply via :
absa.wd3.myworkdayjobs.com
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