Job Summary
As a specialist advisor, you will deliver expert guidance and assistance to uphold customer satisfaction and elevate the overall customer experience, achieved by fulfilling predefined objectives in accordance with established standard operating procedures (SOPs). Selection for this position may influence compensation and benefits within Botswana; for further details, kindly reach out to the Reward team.
We are seeking a motivated and detail-oriented professional to join our team in the role of [Job Title]. The ideal candidate will possess a [specific degree or certification, if applicable], complemented by a minimum of [X years] of relevant experience in [industry/field]. Proficiency in [specific software, tools, or technical skills] is essential, along with strong analytical, communication, and problem-solving abilities. Responsibilities include [list key duties, e.g., managing projects, conducting research, overseeing operations, or collaborating with cross-functional teams], ensuring adherence to [industry standards, company policies, or regulatory requirements]. The successful applicant will demonstrate adaptability, a commitment to continuous improvement, and the capacity to deliver high-quality results in a dynamic environment.
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This position focuses on analyzing and enhancing customer experience within the ABSA Africa Corporate and Investment Banking Front Office Service Support division. The role demands adaptable execution across diverse tasks and collaboration with stakeholders across the bank to uphold service governance, ensuring an exceptional client experience for corporate customers.
The Client Experience Lead requires your support in analyzing data to facilitate seamless coordination among the Coverage, Products, and Operations teams, ensuring the delivery of outstanding customer service to corporate clients through proactive management of all daily corporate banking operations.
The position involves collaborating closely with the Client Experience Lead to perform data analytics tasks and oversee the daily operations of corporate customer service experiences. Responsibilities include ensuring customer satisfaction and providing support to branches in their efforts to enhance corporate customer service initiatives.
The incumbent will support the Client Experience Lead in data analytics, oversee the coordination and adherence to service standards across business, operations, and branch distribution teams to fulfill established goals and objectives for market leadership within Corporate and Investment Banking.
To support the Client Experience Lead in data analytics, the role involves managing and validating the integrity of corporate service standards and the service governance and control framework. This includes compiling and reviewing diverse Client Experience data and management information analytics, 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 service dashboards, as well as coordinating customer surveys.
To gather and analyze data for evaluating Account Opening documents against current policy rules and guidelines, including verifying documentation and change mandates against existing policies and procedures, as well as recording applications and account maintenance activities in the system. Additionally, the role involves compiling diverse Client Experience Data and Management Information analytics, such as Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, and Payment’s documentation tracking.
Key Accountabilities
We are seeking a skilled professional to oversee the Client Experience Governance Analytics function, ensuring 70 to 80% accuracy in performance metrics and data-driven insights. The ideal candidate will analyze client feedback, track key performance indicators, and implement governance frameworks to enhance service quality. Responsibilities include developing analytical models, reporting on trends, and collaborating with cross-functional teams to drive continuous improvement. Strong proficiency in data analytics tools, advanced Excel skills, and experience in governance frameworks are essential. Additionally, the role requires excellent communication abilities to present findings to stakeholders and influence strategic decisions.
Compile data analytics and management information to support various client experience initiatives and metrics, including but not limited to customer satisfaction tracking, service quality assessment, and performance evaluation.
Escalate all service-related issues—such as processes or queries not resolved within the agreed-upon timeframes—to the appropriate personnel or level, while ensuring the Customer Experience Lead, or their designated representative, is promptly informed.
Monthly, the Complaints MI is distributed to the CIB team to spotlight emerging service trends and themes, fostering opportunities to enhance client experience.
Ensure cases adhere to the complaints handling guidelines and provide teams with feedback regarding any identified gaps in logged complaints.
Investigate and determine the underlying reasons behind client complaints to facilitate effective resolution.
Achieving a resolution for 80% of all cases within the same day is essential.
Deliver complaint details for the CIB in a manner that guarantees 100% accuracy, clarity, and promptness at all times.
Assist in developing and overseeing business processes to reduce financial losses and enhance operational efficiency and performance.
Monthly, monitor and analyze the error rates in returned Know Your Customer (KYC) documentation for each Relationship Manager (RM) and Customer Management Associate (CMA) using Management Information (MI), with reports circulated on a consistent monthly basis.
Develop and maintain a dynamic, up-to-date customer database, with a mandate to refresh contact details at least once every quarter.
Design and oversee impactful management information systems that fuel CIB operations while elevating both organizational and individual productivity.
Prepare ad-hoc management information (MI) as and when requested.
Attend ARE and Kenya service meetings to proactively identify and address emerging service themes and challenges.
Proactively monitor all logged client cases and anticipated inquiries to verify adherence to established standards and TCF policy requirements.
Analyze weekly management information to identify and prioritize focus areas marked with an AMBER or RED status for targeted intervention.
Collaborate effectively with the Customer Experience team to advocate for a culture of operational excellence, driving ongoing enhancements in performance benchmarks for corporate clients.
Review existing processes and procedures to pinpoint opportunities for enhancement, ensuring the delivery of superior operational service and heightened effectiveness. Subsequently, advocate for and implement these improvements in alignment with established parameters.
Ensure all UA01 files and folders are accurately filed in the CIB shared folders in strict accordance with established data retention schedules, maintaining flawless integrity throughout the process. Tableau files, as well as any UA01 files or folders that have been processed, must remain readily accessible to stakeholders upon request.
The UA01 tracker must be managed and distributed to stakeholders to ensure strict adherence to reporting requirements for excesses as outlined in the excess reports’ guidelines.
Monthly sampling must be performed to gather supporting documentation for online outward remittances exceeding USD 10,000 or its foreign currency equivalent.
Business Administration – 20/30%
Oversee daily operations to ensure seamless workflow efficiency while maintaining strict adherence to company policies and regulatory standards. Develop, implement, and monitor strategic initiatives to drive continuous improvement in operational performance and cost management. Prepare and present detailed financial reports, analyzing key metrics to identify trends, forecast future performance, and support data-driven decision-making for senior leadership. Collaborate with cross-functional teams to align business objectives with departmental goals, fostering a culture of accountability and high performance.
Take part in recurring coverage meetings to pinpoint challenges and establish actionable solutions.
Ensure seamless, consistent, and proactive collaboration between front-office and back-office teams, as well as operations. Meet all internal deadlines reliably, with the minimum standard consistently exceeding service-level agreements (SLAs).
To ensure a seamless transition during absences, a comprehensive handover, including agreed-upon notes and actions, must be completed and finalized at least one week prior to the scheduled leave.
Comply with established protocols and schedules, including leave rotations and other specified arrangements.
Engage proactively in scheduled training programs and collaborative team-building activities to foster professional development and enhance group cohesion.
Consistently address and enhance feedback received through a multi-source evaluation system.
Highly desirable qualifications include relevant certifications, advanced technical skills, or specialized experience directly applicable to the role. Candidates should possess a proven track record in [specific industry/field], demonstrating expertise through prior accomplishments. Exceptional problem-solving abilities, strong communication skills, and a commitment to continuous professional development are also essential. Familiarity with [specific tools, software, or methodologies] is advantageous, as is the capacity to thrive in a collaborative and dynamic work environment. Prior experience in [related industry or function] may strengthen an application.
A recognized institution must award a university degree in a business-related field.
Experienced professionals with a strong background in [relevant field or industry] are highly desired. Candidates should possess [X] years of practical experience in [specific skills or roles]. Familiarity with [specific tools, software, or methodologies] is essential to excel in this position. Ideal applicants will demonstrate proficiency in [key competencies] and a proven track record in [specific achievements or responsibilities]. Additionally, prior involvement in [particular projects, industries, or tasks] is advantageous.
Essential
Expertise in the Bank’s products, services, and internal policies—or equivalent specialized knowledge—is essential for effectively fulfilling the responsibilities of this position.
Technical proficiency in customer service equipment is essential, coupled with comprehensive familiarity with the bank’s frontline systems. A solid grasp of both front and back-office processes and procedures is required, along with a working understanding of risks and controls pertinent to telephonic transactions.
Demonstrates comprehensive understanding of applicable processes and procedures.
Profound expertise in operational risk management along with stringent requirements and standards relevant to associated processes and procedures is essential.
Possesses a comprehensive grasp of team performance objectives, including service level agreements and customer service targets.
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.
A solid grasp of pertinent regulations, including Know Your Customer (KYC), anti-money laundering protocols, and established service benchmarks, is essential.
Proven expertise in corporate banking service standards and the effective management of complaints handling procedures is required.
Proficiency in collaborating across various organizational departments, centers, and branch locations is required to facilitate seamless operational alignment and communication.
Individuals are expected to possess a comprehensive understanding of bank offerings, including various products and services, along with expertise in corporate banking solutions.
Experience in a customer service role, along with a background in people management, is highly desirable, ideally within the corporate banking sector.
Training is expected to enhance performance in this position and may have been completed beforehand.
Develops, implements, and maintains comprehensive compliance policies to ensure adherence to regulatory requirements and organizational standards. Reviews existing policies to identify gaps and recommends enhancements to mitigate risks and promote ethical practices. Collaborates with legal, operational, and executive teams to align policies with current laws and industry best practices. Provides training and guidance to employees on policy interpretation and execution. Monitors policy effectiveness through audits and assessments, implementing corrective actions as necessary to uphold compliance integrity.
The Corporate Service Standards and Complaints Management process encompasses the systematic procedures and protocols established to uphold service excellence and address client grievances effectively. It ensures adherence to predefined benchmarks of quality while systematically resolving complaints through structured methodologies, thereby maintaining organizational integrity and enhancing customer satisfaction. This framework is designed to identify areas for improvement, track resolution progress, and implement corrective actions as necessary to sustain high standards of service delivery.
The position requires a strong focus on Anti-Money Laundering (AML) compliance, conducting thorough risk assessments, and implementing effective monitoring systems to detect suspicious activities. Key responsibilities include overseeing transaction monitoring, ensuring adherence to regulatory guidelines, and reporting any potential breaches to relevant authorities. Candidates must possess a deep understanding of AML laws, prior experience in compliance or financial crime prevention, and proficiency in utilizing AML software tools. Additionally, the role demands meticulous attention to detail, analytical skills, and the ability to collaborate with cross-functional teams to mitigate financial risks and maintain organizational integrity.
KYC and Operation Rigor training are essential components of our compliance framework, designed to ensure adherence to regulatory standards and internal policies. Participants will gain a thorough understanding of Know Your Customer (KYC) protocols, including customer identification, risk assessment, and due diligence procedures, as well as the operational rigor required to maintain robust compliance systems. The training emphasizes practical application, equipping employees with the skills to identify potential risks, mitigate fraud, and uphold the integrity of financial transactions. By completing this program, individuals will be better prepared to support organizational compliance objectives and contribute to a secure and transparent operational environment.
Additional noteworthy facets of the position’s requirements include:
Responsible for overseeing stakeholder relationships across corporate service touchpoints within the bank, as well as ensuring adherence to Service Level Agreements (SLAs).
Visual acuity is essential for tasks involving prolonged screen-based activities and meticulous review of completed work to ensure accuracy.
Perform a variety of tasks and operations with adaptability and versatility.
Proficient in a wide range of technical and operational competencies, with a strong foundation in relevant industry standards and best practices. Demonstrates expertise in applying specialized techniques and methodologies to achieve optimal outcomes. Possesses advanced analytical abilities to interpret complex data, identify trends, and derive actionable insights. Maintains a commitment to continuous learning and professional development to stay current with evolving technologies and methodologies. Exhibits exceptional problem-solving skills, adaptability, and attention to detail in executing tasks efficiently and effectively.
Team members must demonstrate the ability to collaborate effectively under demanding circumstances.
Proficient in conveying ideas clearly and delivering engaging presentations, with a strong ability to articulate concepts effectively to diverse audiences.
Proficient in delivering exceptional customer service via telephone, ensuring clear and courteous communication to address inquiries and resolve issues efficiently.
Proven ability to cultivate and leverage internal relationships is essential for fostering collaboration across departments. This role requires establishing and maintaining connections with colleagues at all levels to facilitate seamless information sharing and project execution. Strong interpersonal skills are necessary to navigate organizational dynamics, build trust, and encourage cross-functional teamwork. The ideal candidate will demonstrate a proactive approach to networking, ensuring alignment with team goals and organizational objectives.
Analytical acumen, proficiency in information gathering, innovative problem-solving, and decisive judgment are essential competencies for this role.
Demonstrates proficiency in managing change initiatives and effectively addressing and resolving arising issues throughout the process.
Driven by a commitment to exceptional service and effective stakeholder management, the ideal candidate will prioritize clear communication, collaboration, and alignment with key stakeholders to ensure project success and meet organizational objectives. This role requires the ability to build strong relationships, address stakeholder needs proactively, and maintain transparency throughout all interactions. Additionally, the position demands a keen understanding of diverse stakeholder perspectives and the capacity to balance competing priorities while delivering consistent value.
Elevate performance benchmarks, ensure exceptional customer satisfaction, and maintain rapid, high-quality execution throughout all initiatives.
Qualifications
BA/BSc/HND
