Job Summary
To deliver expert guidance and assistance, ensuring customer satisfaction and elevating the overall customer experience by adhering to established objectives and standard operating procedures (SOPs). This position offers a compensation and benefits package applicable in Botswana; for further details, kindly reach out to the Reward team.
We are seeking a highly motivated individual to join our team in the capacity of [Job Title]. The successful candidate will be responsible for [specific responsibility 1], [specific responsibility 2], and [specific responsibility 3]. In addition, they will collaborate closely with cross-functional teams to [specific collaboration goal], ensuring alignment with company objectives. The ideal candidate must possess a minimum of [X years] of experience in [relevant field/industry], along with proficiency in [specific skill or tool]. Strong analytical, problem-solving, and communication skills are essential, as the role requires [specific task or interaction]. A degree in [relevant field] is preferred, though equivalent experience may be considered. The position offers opportunities for professional growth and contributions to [specific company goal or project].
Job Purpose
This role focuses on analyzing and enhancing customer experience within the ABSA Africa Corporate and Investment Banking Front Office service support function. The successful candidate will operate with flexibility, collaborating across diverse activities and engaging with cross-bank stakeholders to uphold service governance, ensuring a world-class client experience for corporate clients.
The Client Experience Lead will receive analytical support to facilitate collaboration among the Coverage, Products, and Operations teams, ensuring consistently high standards of customer service for corporate clients. This role involves proactively contributing to the day-to-day management of corporate banking operations, enabling these teams to deliver seamless and exceptional service experiences.
The role involves providing analytical support to the Client Experience Lead while overseeing the daily operations of corporate customer service activities. A key responsibility includes ensuring customer satisfaction and offering assistance to branches in executing their corporate customer service initiatives.
The role involves providing support to the Client Experience Lead, focusing on data analytics while ensuring adherence to service standards across business, operations, and branch distribution. This collaboration is essential to meet established objectives and drive market leadership within the Corporate and Investment Banking sector.
The role involves supporting the Client Experience Lead with data analytics to uphold and validate corporate service standards and the integrity of the service governance and control framework. This includes compiling and reviewing diverse Client Experience data and management information analytics, such as Customer Onboarding metrics, Complaints and Queries Management performance, Client Experience Service Standards Governance Reports, Payment documentation tracking, Excess Management tracking and archival procedures, monthly service pack and dashboard reporting, and coordinating customer surveys.
The role involves gathering and analyzing data analytics to evaluate and audit Account Opening documents in alignment with current policy rules and guidelines, which includes verifying account opening documentation and change mandates against established policies and procedures. Additionally, the position requires capturing applications and account maintenance activities within the system, as well as compiling diverse Client Experience Data and Management Information analytics. These analytics cover various areas, including Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and the tracking of payment documentation.
Key Accountabilities
We are seeking a seasoned professional to oversee and enhance our Client Experience Governance Analytics function, with responsibilities spanning 70-80% of the role. The ideal candidate will drive strategic initiatives to optimize client satisfaction metrics and ensure alignment with organizational objectives. Key duties include establishing robust governance frameworks, analyzing performance data, and implementing actionable insights to elevate service standards. Proficiency in data-driven decision-making, advanced analytical tools, and cross-functional collaboration is essential. Additionally, the role demands a strong understanding of regulatory compliance and a commitment to continuous improvement in client-facing processes.
Compile data analytics and management information to support client experience activities and measures, among others.
Ensure all service issues—including, but not limited to, unresolved processes and queries exceeding agreed-upon timeframes—are escalated to the appropriate personnel, with notification provided to the CX Lead or their designated representative.
Ensure monthly circulation of Complaints Management Insights to the CIB team, emphasizing emerging service trends and themes to enhance client experience.
Ensure all cases are handled in accordance with complaints handling guidelines, maintaining a high standard of quality. Provide teams with feedback regarding any deficiencies identified in logged complaints.
Conduct thorough investigations to determine the underlying causes of client complaints.
Ensure that at least 80% of all cases are resolved within the same business day.
Ensure the details recorded in the CIB complaints Management Information system are thoroughly accurate, succinctly presented, and submitted without delay.
Assist in the development and administration of business processes with the goal of reducing income leakage while enhancing operational efficiency and effectiveness.
Monthly management information reports will track the error rates of returned documentation for Know Your Customer (KYC) processes across each Relationship Manager (RM) and Client Management Associate (CMA), ensuring consistent monitoring and analysis.
Ensure the creation of an active customer database and review contact details on a quarterly basis as a minimum requirement.
Develop and oversee impactful Management Information (MI) systems that actively support the Corporate and Investment Banking (CIB) business, fostering improved organizational and individual performance.
Prepare ad hoc management information (MI) as and when required.
Attend ARE and Kenya service meetings to collaboratively address and resolve emerging service-related issues.
Proactively monitor all recorded client cases and anticipated inquiries to verify they are resolved in alignment with established standards and TCF guidelines.
Weekly Management Information is employed to address focus areas marked with an AMBER or RED rating, ensuring targeted attention to critical performance indicators.
Collaborate closely with the Customer Experience (CX) team to foster a culture of operational excellence, ensuring the delivery of continuously improving performance standards to corporate clients.
Analyze and recommend enhancements to existing processes and procedures to elevate operational service quality and efficiency, then advocate for and drive the implementation of these improvements in alignment with established parameters.
Ensure all UA01 files and folders are properly organized within the CIB shared folders in accordance with established data retention schedules, while maintaining complete integrity of the files and folders. Tableau files, as well as processed UA01 files or folders, must remain readily accessible to stakeholders whenever needed.
To ensure adherence to reporting guidelines for excesses, this role involves overseeing and distributing the UA01 tracker to relevant stakeholders, facilitating compliance with established excess report regulations.
Monthly, collect samples to substantiate documentation for online outward remittances exceeding USD 10,000 or its equivalent in alternative currencies.
Business Administration – Responsibilities:
Overseeing 20% to 30% of daily operational functions, including financial reporting, budget preparation, and resource allocation. Assisting in strategic planning initiatives, performance evaluations, and process improvements to enhance organizational efficiency. Coordinating cross-departmental collaboration to ensure alignment with company objectives. Analyzing financial data to identify trends, risks, and growth opportunities. Ensuring compliance with regulatory standards and internal policies.
Attending scheduled coverage huddles to identify areas needing improvement and collaboratively develop actionable solutions.
Ensure seamless, consistent, and anticipatory collaboration between front-office and back-office teams, as well as operations teams. Meet all internal deadlines with the minimum requirement consistently exceeding service-level agreements.
Ensure a thorough handover prior to any scheduled leave, with agreed-upon handover notes and actions finalized at least one week beforehand.
Comply with established protocols and schedules, such as leave rotation arrangements, ensuring adherence to agreed-upon procedures.
Engage proactively in professional development workshops and collaborative team-building activities to enhance skills and foster stronger workplace relationships.
Consistently address and enhance input gathered from various sources to drive continuous improvement.
Preferred Qualification: A Bachelor’s degree in a relevant field such as Computer Science, Engineering, Information Technology, or a related discipline is strongly preferred. Proficiency in programming languages like Python, Java, or C++ is essential. Experience with software development methodologies, including Agile and Scrum, is highly desirable. Familiarity with cloud platforms such as AWS, Azure, or Google Cloud is a plus. Strong problem-solving skills and the ability to work collaboratively in a team environment are required. Excellent communication skills, both written and verbal, are necessary to convey technical concepts effectively. Prior experience in a similar role or industry is preferred but not mandatory.
A recognized institution must award a university degree in a field related to Business.
Experienced professionals with a background in [relevant field or industry] are highly desired. Candidates should possess at least [X years] of hands-on experience in [specific skill or responsibility], along with a proven track record of [specific achievement or outcome]. Familiarity with [specific tools, software, or methodologies] is essential, and prior work in [specific industry or role type] is advantageous. Strong problem-solving abilities and a collaborative mindset are required to thrive in this dynamic environment.
Essential
A thorough understanding of the Bank’s offerings, services, and operational guidelines, as well as any specialized expertise pertinent to the position, is essential.
Proficiency in technical tools essential for customer service, coupled with comprehensive familiarity with the bank’s primary frontline systems, is required. A thorough grasp of both front and back-office operational workflows and protocols, as well as an awareness of risks and controls associated with telephone-based transactions, is also expected.
Individuals must possess comprehensive expertise in pertinent processes and procedures.
Profound expertise in operational risk frameworks, coupled with stringent compliance with relevant process and procedural standards, is essential for this role.
A strong grasp of team performance objectives, including service level agreements and customer service targets, is required.
A strong familiarity with various technical systems, including Hybrid, FCR, OWLS, KAMES, BOC, SES, Salesforce, Tableau, and Qlik View, is required.
A solid understanding of pertinent regulations, including Know Your Customer (KYC) requirements, anti-money laundering (AML) laws, and established service standards, is essential.
Extensive familiarity with corporate banking service standards and the protocols for handling complaints is required.
Skilled in collaborating across various business units, corporate centers, and branch locations to ensure seamless integration and effective communication.
A solid understanding of bank products and services, coupled with expertise in corporate banking offerings, is essential.
Seeking a candidate with a solid background in customer service and a proven track record in team leadership, ideally within the corporate banking sector.
Training opportunities are available to enhance performance in this position and may have been completed before assuming these responsibilities.
Ensures adherence to all relevant regulatory standards and internal policies by developing, implementing, and monitoring comprehensive compliance programs. Oversees the interpretation of legal requirements and translates them into actionable operational guidelines. Conducts regular audits, risk assessments, and training sessions to reinforce compliance awareness across the organization. Identifies potential compliance gaps and implements corrective measures to mitigate risks. Collaborates with legal, operational, and senior management teams to align compliance strategies with business objectives. Maintains meticulous documentation of policies, training records, and audit findings for regulatory reporting and internal review.
Corporate Service Standards and Complaints Management processes are designed to ensure consistent service delivery and address customer feedback and concerns efficiently. These frameworks establish clear guidelines for maintaining high-quality service while providing structured protocols for identifying, investigating, and resolving complaints. The processes aim to enhance customer satisfaction, uphold organizational accountability, and foster continuous improvement through systematic review and corrective actions. Effective implementation of these standards and management systems is essential for maintaining trust, compliance with regulatory requirements, and alignment with the company’s commitment to excellence.
We are seeking a dedicated professional to join our team as an Anti-Money Laundering (AML) Specialist, responsible for implementing and maintaining robust compliance frameworks to detect, prevent, and report suspicious financial activities. The ideal candidate will possess strong analytical skills, a deep understanding of regulatory requirements such as the Bank Secrecy Act (BSA), and experience with AML tools and methodologies. Key responsibilities include performing transaction monitoring, conducting investigations into flagged activities, and ensuring timely filing of Suspicious Activity Reports (SAR’s). Additionally, the role requires collaborating with cross-functional teams, including legal, risk management, and operations, to enhance our AML policies and procedures. Proficiency in AML software platforms, along with the ability to interpret complex financial data, will be essential for success in this position.
KYC and Operation Rigor training encompass essential modules designed to ensure compliance with regulatory standards and operational excellence. Participants will learn key principles of Know Your Customer (KYC) protocols, including customer identification, verification processes, and risk assessment methodologies. The training also emphasizes rigorous operational procedures to mitigate potential threats, enhance security measures, and maintain adherence to industry best practices. Upon completion, attendees will be equipped with the skills necessary to implement effective KYC frameworks and uphold stringent operational controls in their respective roles.
The position entails several standout requirements and distinctive responsibilities that set it apart from typical roles.
Manage corporate service touchpoints by overseeing stakeholder engagement for Pan bank, while ensuring strict adherence to Service Level Agreements (SLAs).
Professional rewriting:
The role requires a high level of visual focus to perform screen-based tasks and review completed work meticulously.
Demonstrate adaptability by seamlessly engaging in diverse processes and activities, ensuring effective performance across varying tasks and responsibilities.
Individuals should possess a robust understanding of industry-specific principles, methodologies, and tools, alongside strong analytical capabilities and problem-solving expertise. Effective communication skills, both written and verbal, are essential for conveying complex information clearly and collaborating across teams. Proficiency in relevant software, systems, or programming languages is required, depending on the role’s technical demands. Additionally, candidates must demonstrate adaptability to evolving technologies, industry trends, and organizational needs, ensuring continuous professional development. Prior experience in a similar capacity is typically expected, with a track record of delivering measurable results in past roles.
Collaborative abilities in fast-paced, high-stakes settings are essential, with a strong emphasis on working effectively under pressure to ensure seamless team coordination and optimal performance.
Exceptional verbal and written communication abilities, along with a strong aptitude for delivering engaging presentations, are essential for this role.
Maintains exceptional professional communication through clear, articulate, and courteous telephone interactions.
Proven ability to build and maintain strong internal relationships across various departments and levels of the organization is essential. Requires adept communication skills to collaborate effectively with colleagues, management, and other stakeholders. Seeking an individual who can foster a cooperative work environment through active engagement and professional networking within the company.
Analytical, information-gathering, creative thinking, and decision-making skills are essential for evaluating complex situations, identifying pertinent data, synthesizing insights, and making well-informed choices.
Proven competency in managing organizational transitions through effective issue identification, analysis, and resolution is required. This includes overseeing change initiatives, addressing challenges proactively, and implementing solutions to ensure smooth adoption and continuous improvement.
Dedicated to delivering exceptional service and fostering strong stakeholder relationships, you will play a pivotal role in ensuring alignment between business objectives and stakeholder needs. Your responsibilities will include actively engaging with stakeholders to understand their requirements, addressing concerns promptly, and maintaining transparent communication channels. Additionally, you will collaborate closely with cross-functional teams to drive projects forward, mitigate risks, and achieve mutually beneficial outcomes. This role requires a proactive approach, strong interpersonal skills, and the ability to balance competing priorities while upholding the highest standards of professionalism and accountability.
Accelerate performance metrics, enhance customer satisfaction, and expedite execution with agility.
Qualifications
BA/BSc/HND
