Career Opportunities at Absa Group Limited (Absa)

Job Summary

• Provide specialist support in the development of the Customer Strategy for Fraud Solutions.
• Provide specialist support in the development and implementation of initiatives related to Customer Communications, Customer Experience, Customer Service, Customer insights, Voice of the Customer and TCF requirements that drive the Customer Strategy. 
• Work closely with Group Customer Experience teams to ensure customer experience initiatives in the area are aligned to group strategy and practices.
• Analyse and understand fraud incidents to elicit fraud modus and trends, and gather, interpret and use customer research and data to understand customer needs and expectations to guide business and enhance and improve customer experience, processes, and procedures.
• Conduct Customer Experience meetings, and workshops with Absa teams across the Group, including internal and external Customer Education.
• Assist in development and delivery of business process, control, system and functionality improvements, progress and advance the Fraud Customer Journey - either as a standalone project or as part of wider programme of change.
• To provide a service and manage the customer experience by driving resolution of customer complaints and customer unhappiness for Fraud Solutions.
• Transfer knowledge and training the teams, keeping the team updated with current fraud and CX knowledge and trends.

Job Description

• Accountability: Solutioning & Advisory (25%)
  • Serve as subject matter expert for CX across all fraud channels and assist in delivering projects which lead to the creation of an industry leading customer experience.
  • Drive the execution of the Fraud Solutions Customer Strategy in collaboration with Functional support and oversight.
  • Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client.
  • Critically evaluate fraud modus operandi, customer complaints and Voice of Customer surveys to assess control weaknesses for enhanced service offering and identify opportunities to mitigate negative customer experience.
  • Develop and deliver relevant customer awareness and education based on understanding of fraud threats and trends.
  • Define and conduct (or partner with others to conduct) appropriate research activities, evaluate findings and formulate insights to guide and advise business on actionable steps to enhance and improve CX
  • Develops solutions and redesign processes as well as deliver ongoing customer experience improvements and innovations from various information points to provide Absa with sources of significant differentiation and competitive advantage.
  • Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation.
  • Work collaboratively in a team and document functional requirements and prioritisation from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress.
  • Propagate a culture of treating customers fairly (TCF) and adhere to TCF principles.
  • Transfer knowledge and training within the broader fraud solutions team around the latest CX and fraud topics and trends.
• Accountability: Accountability: Customer Experience Enablement (25%)
  • Work with insight teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identification of opportunities to leverage this information through great customer experiences through benchmarking, reviews and surveys.
  • Defining, designing and delivering solutions that drives Fraud Solutions Book of Work.
  • Understand and help mitigate potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks.
  • Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs to close the gaps.
  • Provide assistance on the ideal ‘fraud customer experience’ by helping to develop key capabilities that differentiate clients and meet consumer needs.
  • Develop solutions that will enable Fraud Solutions team members to provide a sustainable, proficient and professional level of service to customers, additionally enhancing the employee experience.
  • Develops solutions to solve repetitive customer failures derived from roots causes and insights that adversely affect customer experience.
  • Implement specific service initiatives tailored to the targets agreed for customer service level improvements for the BU (NPS, Customer Satisfaction Index, Complaints, Quality, etc.).
  • Develop and deliver the customer communication artefacts to be executed as part of the customer engagement process.
  • Continuously review experience measurements to ensure best proactive adoption actions and addressing gaps.
• Accountability: Stakeholder Relationship Management (20%)
  • Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences and effective change that drive customer intimacy and operational effectiveness, leveraging best practice.
  • Build comprehensive networks and sound relationships with businesses required across the Fraud value chain including Fraud industry counterparts. influence ways of working.
  • Engage with Hub Heads and the Fraud Solutions teams to effectively develop and implement new solutions and deliver on the customer strategy.
  • Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.
  • Develop and maintain effective relationships with supplier and internal business partners to ensure better support towards Fraud Solutions - strategies, customers, and colleagues.
  • Develop and maintain effective relationships with key industry bodies and play an active role in industry related initiatives.
  • Build working relationships with the respective internal and external stakeholders and keep them abreast of the fraud trends, root causes, customer experience and service performance.
  • Guide and motivate Fraud Solutions Colleagues during business change.
• Accountability: Customer Unhappiness Resolution (20%)
  • Receive, prioritise and resolve and or support resolution and respond to Complaints obtained through various complaint lines.
  • Identify areas where consistent problems occur and provide input into and offer solutions which can be used to minimise or remove the reoccurrence of the specific complaint type.
  • Ensure proactive actions are taken to enhance positive customer experience.
• Accountability: Risk and Control (10%)
  • Ensure that processes, control requirements and risk management frameworks relating to projects is designed and maintained in accordance with the Fraud Solutions governance.
  • Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.

Education

Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)

go to method of application »

Job Summary

Support high-performing, scalable, enterprise-grade application design & development in agile teams by producing, testing, documenting & reviewing source code.

Job Description

DevOps

• Contribute to all phases of the development lifecycle
• Interpret analysis, problem definition & business requirements to identify solution requirements (e.g. features)
• Produce well-organised and documented source code for technical solutions
• Apply technical organisation principles of self-service, repeatability, testability, scalability & resilience in code development
• Apply general design patterns and paradigms to deliver technical solutions
• Debug existing source code and polish feature sets.
• Work with integrated teams and other developers to improve and evolve technical products and services
• Study & apply Group Architecture & Infrastructure guidelines to all development work
• Support reviews, performance monitoring & ongoing optimization and maintenance on applications
• Stay ahead of the curve on emerging technologies and development practices and continuously evolve existing knowledge & skill in preparation for exposure to Automation, Integration, Messaging, CI/CD etc.
• Update, create and appropriately store application documentation & technical specifications

Risk & Governance

• Participate in incident management & DR activity – applying critical thinking, problem solving & technical expertise to get to the bottom of major incidents

Skills and Experience Required

• Experience in Java coding
• Experience using API Integration
• Workday system integration experience advantageous

Education

Bachelor's Degree: Information Technology

go to method of application »

Job Summary

To provide specialist advice & support in the development & implementation of IT security service delivery processes, methods and techniques enabling secure management & control of IT access, in alignment with governance requirements.

Job Description

Main Duties and Responsibilities

• Intermediate to advanced hands-on scripting experience
• Moderate to extensive hands-on administrative and security experience with Linux systems
• Experience with vulnerability management, endpoint security, data protection technologies, SIEM deployments, security analysis and anomaly detections
• Maintain current knowledge of security threats and vulnerabilities that could impact products and their technology stack components and help product teams identify solutions that meet security requirements
• Assess logging and monitoring requirements and identify integration opportunities to enhance cyber detection and response.
• Collaborate with security engineering colleagues and business teams to facilitate delivery for the SIEM platform, including:
• Review and analysis of proposed technical solutions and business processes to identify appropriate security controls
• Input and guidance to security related technical architecture and design decisions.
• Review features and important security components.
• Security administration and configuration of the SIEM platform.
• Resolve technical issues in the SIEM Platform through problem tracking, diagnosis ad root-cause analysis, replication, troubleshooting, and resolution for moderately complex issues.
• Integrate with third-party platforms in a hybrid environment (on-premise and public cloud).
• Ensure high availability of the SIEM service to allow the Security Operations Centre (SoC) to detect and respond to cyber threats.
• Implement improvements and automation opportunities through integration with other technologies

What you'll need:

• Experienced in SIEM management and an understanding of information and cyber security
• Unix/Linux or Windows Systems administration experience.
• Network knowledge, specifically security ports/protocols.
• Experience with a scripting/programming language (Python, PowerShell, C#) would be essential
• Experience in Dev/Sec Op’s skills
• Ability to explain complex issues to senior partners and ability to work with other teams across the organisation to meet the our requirements.
• Ability to assess "big picture" issues and bring them to light to foster positive change

go to method of application »

Job Summary

To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Seychelles. Please contact Reward for details.

Job Description

• Customer Service: Respond efficiently, accurately and courteously to all customer service matters, complaints, requests
• Support the development and maintenance of processes in Customer Services Centre: Adhere to all processes in the CMP Customer Services centre and identify opportunities to improve Client Servicing processes
• Monitor and control risk associated with the Customer: Ensure that all activities performed in providing Customer Services comply in all respects with Absa's risk and compliance policies and procedures as well as legal and regulatory requirements
• Stakeholder Management: Establish and maintain good professional relationships with relevant stakeholders so as to remain abreast of their needs and issues and respond rapidly and effectively
• Self-development: Owning and being proactive about own training and development

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

go to method of application »

Job Summary

To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adaption i.t.o. project management methodology, governance and delivery objectives.

Job Description

• Programme Management: Managing projects with the intention of improving an organisations strategic performance
• Quality Assurance: Maintain a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production
• Ensure that timelines are met: Manage team in such a way that deadlines are met
• Managing Others: Take responsibility for the effective management of others.

Education

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

go to method of application »

Job Summary

Deliver day-to-day knowledge work, in order to execute predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

• Sales Target : Proactively make self-initiated contact with customers in order to deliver against the required sales targets
• Collaboration : Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards | Customer Experience: To provide service excellence and achieve customer satisfaction :

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

go to method of application »

Job Summary

To process bank teller transactions accurately and timeously through the execution of predefined objectives, ensuring that customers are assisted promptly and in a friendly manner.. Selecting this role has a compensation & benefit impact in Kenya, TZ (NBC), Mozambique. Please contact Reward for details.

Job Description

• Execute cash & related transactions: Throughout each day, balance, control and manage the cash float by checking the amount of cash at the teller station and requesting the restocking or repatriation of cash when prescribed cash limits are reached
• Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk in customers
• Process and encash cheques presented by customers for deposit or pay-out after checking identification, account details and other prescribed controls.
• Be vigilant for fraudulent or suspicious activities and report all concerns to the team leader or branch manager before processing the transaction or dispensing the cash
• Adherence to policies especially when handling with cheques, notes, ID’s, etc, under the 2 ID Buddy to prevent fraud.
• Refer any transactions in excess of teller mandate limits to a mandated official and / or line manager for authorisation
• Capture all transactions on the Bank system and ensure that all transactions are properly authorised before finalising the processing
• Carefully count all cash received or dispensed to ensure that errors are avoided by making use of the applicable cash counting equipment in your branch
• Reconcile own cash at the beginning and end of each day as well as when cash is restocked during the day.
• Prepare reconciliation reports for audit and management review purposes
• Ensure that journals are processed to recover charges for manual transactions processed for customers
• Ensure adherence to the SARB minimum requirements
• Customer Service: Provide advice to customers on the cash and other transactions processes to ensure the smooth flow of transactions
• Exhaust all attempts to resolve customer enquiries before escalating to other departments or the line manager
• Provide Regular feedback to customers on the progress of their enquiries

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
 

go to method of application »

Job Summary

We are looking for a Lead Solution Analyst (EMV) with deep technical understanding of EMV in the payments ecosystem. Must have a demonstrated history in EMV, contactless and NFC mobile payment technology implementations.

Job Description

Responsibilities

• Create, configure and maintain chip card (EMV) application parameters
• Certification of the host and chip cards with schemes i.e. Visa and Mastercard
• Create, configure and maintain P3 parameters
• Creation of APDU commands for issuer scripting
• Manage programming related tasks specific to all assigned projects including requirements gathering, code development, QA testing, client approval, production release, and documentation with relevant training
• Working close with different card manufacturers and raising change request for new project and enhancement
• Involved in key generation process and exchanging of keys with different 3rd parties
• Involved in impact analysis, troubleshooting, support and training for deployed EMV solutions
• Prepare detailed product documentation, deployment plan, and software test plans
• Assist business with EMV card behavior and aligning EMV card behavior with business requirements
• Keeping up with association (PASA, Visa, Mastercard, Reserve Bank & Bankserv, EMVco) and EMV new releases, new requirements, new specifications and make sure the bank is aligned with these
• IT Project management on small enhancements

Technologies/System used:

• UL BTT & PVT
• Smartspy
• P3
• Card Association protocols and tools i.e. Visa & Mastercard
• IBM Mainframe
• HSM
• EKMF
• Agile Methodology

Education

Bachelor's Degree: Information Technology

go to method of application »

Job Description

Key accountabilities 

• Accountability: Leading a Nodal Cash Hub and Spoke team Internal Perspective
• Responsible for opening and closing procedures for the Cash Centre area as per Cash Centre policies and procedures
• Perform quality checks on high-speed equipment by using the money from Test pack.  Test pack to include fit, unfit and counterfeit banknotes as described in the Minimum standards issued by the South African Reserve Bank (SARB.)
• Regulate the Treasury workflow, i.e. Determine cash flow within area and placement of cash within other areas as per forecast within the Hub and Spoke (order is based on the money requirement forecast received).
• Ensure / Assist Runner to pack cash orders received from clients such as Hub and Spoke in order for ATM custodians to replenish ATM's.  Ensure correct orders are paid to correct custodian.
• Control risk in the Treasury department in line with the Cash Centre policies and procedures. Ensure correct lock up procedures with regards the physical cash and counting are followed at all times.  As per policy for Cash Hub and Spoke (to be accepted) money sealed is at all times under dual control.
• Responsible for daily productivity stats and ensure all weekly / monthly / yearly targets
• Assist Cash Custodians within Hub and Spoke resolving client queries and complaints.
• Custodian for ATM & GBRU and Nodal Cash Planning processes and compliance
• Client contract regarding shortage / surplus and assist within Spokes if required
• Responsible for RIB foreign exchange administration and balancing and reconciliations on a daily, weekly, monthly basis
• Responsible for CIT Capacity approvals (Special Arrangement per register), CIT Cash Management and the Customer complaints management of Hub and Spoke
• Cash devices custodian
• Manage capacity of staff through recruitment of permanent as well as temporary and casual staff and planning of leave.
• Coordinate employees training and identify developmental needs and ensure these are acted upon. Ensure all staff are competent through completion of all required compliance training  
• Establish and maintain effective communication channels and correspondence processes between employees.
• Establish and maintain a succession plan for the team.
• Accountability: Minimise operational losses by controlling and Managing adherence:
• Clear the money to SARB when the HUB is over their set cash limit (the HUB’s cash ratio must not exceed 0.61 on a daily basis).
• Complete necessary documentation for clearing as per the policy.  Prepare, pack and tag bags under dual control as per Policy, bag limits and within prescribed policy and procedure.
• Confirm clearance to SARB on the Cash ordering system on FBSS once the money has left the HUB area
• Ensure effective management of cash in the Treasury department. 
• Ensure sufficient money to supply client demands within the Cash limit of the HUB. Order money from SARB (notes) and coins from SBV.
• Capture the physical Cash on Hand (COH) of the Hub and Spoke, the Integrated Cash Management System (ICMS via FBSS) before 10h00.
• Reconcile GLMQ enquiry balance to figure on the Final Reconciliation of Treasury Float
• Investigate all shortages or surplus. 
• Ensure Hub and Spoke is within their limits and balance daily Cash In Transit, (CIT), Coin shortages and SBV shortages Handle shortages according to Cash Management and Control Procedures – Claims Absa Shortage in Cash Delivered by SBV.
• Check all Treasury Registers at the end of each day to ensure that it has been completed correctly,
• Ensure Reconciliation of Treasury Float actual COH.  Sign the Reconciliation of Treasury Float and attach to the Treasury controller Reconciliation of Treasury Float.
• Prepare and reconcile all Treasury General Ledger accounts month end totals.
• Create awareness amongst Hub and Spoke staff to prevent theft and fraud and ensure that control measures are implemented on a continuous basis.  Cash Counts and Bulk Stock checks.  (Floats Treasury / Forex / Bulk  / ATM / Relief Teller etc)
• Coach team members on all the processes and controls that they have to execute in their daily work and ensure that they understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Ensure that all losses identified due to processing errors or internal fraud is documented and logged as Risk and Loss events. Participate in the investigations.
• Ensure adherence to Branch Cash Management procedures / High Cash Volume procedures / ATM Procedures / CIT procedures / Business Rules
• Accountability: Build effective working relations with all Strategic Business Units (SBU) by providing a complete service to customers. 
•   Ensure that staff forward leads to sales consultants to maximise sales - monitor and control the leads process.
•   Encourage employees to promote the use of alternative delivery solutions channels to customers.
•   Ensure the knowledge of employees is kept up to date on Absa's product range.
•   Implement the prescribed process to ensure the recovery of all manual fees in terms of the pricing manual.
•   Act as backup for other team members in case of absence or during peak times.
•   Perform all other duties as reasonably assigned.
•   Act as a coach and enabler to direct sales team members under supervision by providing them with the tools and information to optimize sales.
• Understand and implement local market strategies to maximize opportunities and business profitability. Use market intelligence to meet and exceed the market needs.

Education

National Certificate: Accounting (Required)