Senior Specialist: Service Experience at Absa Group Limited (Absa)

Job Summary

• To provide strategies that develop competitive service experiences for customers that are omnichannel and multiproduct agnostic. Furthermore, to align business initiatives with Everyday Banking customer experience framework to realize market leading customer matrices

Job Description

Accountability: Delivery of Customer Experience tactical plan

• Accountable for interpreting, translating, optimising and reviewing practices and processes to fully enable the SE Customer Interaction Centre and Digital Self Service platform
• Take responsibility for the development of the strategy for Customer Experience across respective segments with the aim of improving the service experience across products and channels
• Accountable for the design, integration and execution of end-to-end customer experience enablement processes across products and the supporting infrastructure to drive existing customer primacy, achieving the desired customer experience

Provide support to further augment the Everyday Banking customer experience enablement strategy:

• . Initiate and implement the customer life-cycle concept and roadmap to enable the business to deliver a “best in class” customer experience to our chosen markets
• . Be a visible advocate of the customer experience drive for the business by role modelling behaviours and thought leadership relevant to the customer experience.

Accountability: Optimisation of Customer Experience Enablement capabilities

• Drive the design and implementation of customer experience standards for the business’s touchpoints, and ensure the application of these standards by providing the required leadership and support for monitoring and implementation of customer experience initiatives
• Build capability to support customer interaction analyses, derive insights, implement solutions, track solution implementation success and drive improvement to achieve service targets and SX.
• Ensure embedment of infrastructure that tracks and supports superior customer satisfaction levels, optimal customer acquisition and cross-selling to meet customer requirements and sales and service enablement targets
• Build capability to report on customer experience trends

Accountability: Performance management

• Analyse and interpret data to produce detailed reports explaining trends, discrepancies and inconsistencies.
• Support the design and build of the Contact Centre Management Information capability
• Support the design of measures that will track daily, weekly and monthly progress/performance against strategy and tactical plans
• Ensure timeous reporting on the Contact Centre’s performance
• Responsible for translating Management Information data and reports and tabling insights gained through studying such integrated business (function) reports to measure success and to realign tactical strategy, practice and specifically process implementation objectives appropriately
• Collaborates with team to design solutions with the goal of enhancing customer service and building relationships with the customer to enable the organisations customer value proposition.
• Manages customer services targets to build customer loyalty
• Works according to targets to increase the quality of the customers’ experience and commits to the service targets

Accountability: Risk and compliance

Responsible for:

• The effective implementation of and adherence to the risk and control framework associated with sales and sales enablement
• Driving the remediation of risk daily where control design or operational execution failed resulting in losses/breaches
• Ensuring that all compliance, regulatory, governance or other risk standards are adhered to by all service providers and other stakeholders

Accountability: Finance

• Develop, implement and monitor a cycle of medium term cost improvements.
• Compile a budget that aligns to delivery plans, monitor and report on variances.
• Manage high risk and problematic financial issues and contribute to the development of policy.

Accountability: People and culture management

• Apply a collaborative leadership style, create an engaging, enabling and productive work climate and enable self-organised and customer focused multi-disciplinary colleagues to deliver on an outcomes-based performance basis.
• Implement people strategies that drive the optimum utilisation of human capability and capacity, clarifying requirements and expected outcomes
• Achieve high performance through embedding formal development plans and informal coaching
• Implement a robust knowledge management and agile learning system to support real-time learning and the constant communication of new ideas/learning amongst all colleagues.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)