Job Opportunities at Absa Group Limited (Absa)

Job Summary

To plan, manage and monitor the implementation of area specific activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

Lead the design and delivery of MVPs associated with specific end to end journeys, for the appropriate organizational and technology related outcomes associated with Salesforce. Mobilize and lead a squad for each journey, of all relevant business, specialist and technology stakeholders to ensure delivery of journey objectives in accordance with overall Salesforce program requirements

Key Accountabilities

Process

• Lead multiple sprints in the design and implementation of Salesforce journeys.
• Ensuring SCRUM artefacts are maintained and updated
• Builds a high-performing team, focuses on ever-improving team dynamics and performance
• Maintain relevant metrics that help keep track of performance.
• Tracking and communicating team progress and communicating to relevant stakeholders.
• Provides thought leadership to the teams and amongst peers in the broader team.
• Leading development delivery within time;
• Fostering a high performance culture with optimal management of business resources.
• Ensuring that sprints are running smoothly and corrective actions taken wherever appropriate.
• Effectively communicate to Programme Lead about the progress as well as blockages in the on-going sprints.
• Ensuring all change governance and standards are adhered to
• Understand current development/delivery model and guide teams to adapt agile strategy.
• Delivers best practice approaches in leading managing projects and leading agile teams
• Finds innovative ways to solve problems.
• Leads teams of seasoned specialists and subject matter experts.

Client/Customer

• Provide advanced specialist advice and give input to the service delivery excellence practice optimisation.
• Develop and maintain relationships with relevant stakeholders that contributes to a culture of customer service excellence.
• Ensure that relevant business input and buy-in in inherent in every design and execution decision

Finance

• Provide advanced specialist advice to prevent and reduce financial wastage in the relevant business area.

Learning & Growth

• Drive and participate in forums that positively contributes to functional knowledge improvement.
• Provide advanced specialist advice and input with regards to change management initiatives within the area of specialisation.

Conduct

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Competencies

• Values Driven
• Digitally Empowered
• Customer Obsessed
• Exceptional Team Player
• Creative Problem Solving
• Drives Results
• Pan African Citizen

Minimum Requirements

• 5 -7 years’ scrum master experience in a similar environment
• Bachelor’s Degrees and Advanced Diplomas in Business, Commerce and Management Studies, Finance Economics, Accounting or related
• Relevant such as CSM (Certified Scrum Master), CSP (Certified Scrum Practitioner, SAFe agilest or equivalent are required.
• Exposure to Scrum and Kanban methodologies.
• Knowledge of the Banking and Sales is essential
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status

General

• The appointment will be made in line with the Divisional Employment Equity strategy
• There is no payment referral plan linked to this requisition

Education

• Bachelor`s Degrees and Advanced Diplomas: Information Systems (Required)

go to method of application »

This role is perfect for a person with a pioneering mind-set, who thrives in a fast paced environment, is technically savvy and is energised by the possibility of how integrated channels can transform the client experience in banking

Job Description

• Accountability: Frameworks Strategy
• Set strategic direction for an Host platform in partnership with client, product and technology.
• Define Outcomes and Key Results for an Host Platform in support of CIB’s ambitions.
• Evaluate leading platforms: (across industries), evaluate relevant technology trends/breakthroughs, keep abreast of influencing factors in relevant security risks/new developments.
• Define service model: Base the service model on the overall Corporate Channel strategy, cost-to-serve model and client-to-bank value.
• Insight-driven approach: Inculcate the insight-driven approach in the team. Using deep insight into the needs of our clients and a deep understanding of our own operational / business processes and how these can be optimised. Further aid sales enablement teams to build the capability to engage with strategic clients with a view to co-creating solutions.
• Business case: Prepare and present key business cases underpinning strategic investment initiatives in Mobile.
• Accountability: Portfolio Planning
• Portfolio management: Plan and manage ongoing channel investment and activity in-line with defined portfolio balance required. Include capacity and capability planning and development.
• Demand Planning: Own and Manage Prioritisation model and decision making based on Economic value
• Stakeholder management: Identify key stakeholders for Channel Group. Ensure clear understanding of their expectations and appropriately manage these together with the agreed objectives. Engage stakeholders to build ongoing support, mutual understanding and common commitment on business outcomes.
• Client engagement: Participate in strategic client engagements to aid implementation managers to build deep mutually-beneficial relationships through the differentiated solutions offerings.

Accountability: Solutions Origination

• Build frameworks pipeline of work with JTBD (Jobs to be done) Methodology.
• Validated learning model: Using the validated learning approach to ensure the Channel Group contains initiatives that have clearly defined value propositions, assumptions/hypothesis to be proved through Minimum Lovable Product (MLP).
• Ensure strategic channel initiatives or product delivery solutions are partnered with the relevant value metrics that can credibly prove/disprove the value assumption

Accountability: Solutions Realisation

• Execution model: Plan and drive execution of activities aligned to the CIB Digital Ways of Work and execution model. (Human Centred Design, SAFE, Data strategy etc.)
• Validated learning model (minimum-value-solution approach): Continually seek to improve the experience through the Build-Measure-Learn feedback loop
• Define and Embed Commercialisation methodology for Frameworks

Accountability: Benefits Optimisation

• Data and Usability: Engage with the Data team and Design team to glean key insight into client behaviour patterns. Utilise these insights to drive solution optimisation, improve efficiency and further extend/differentiated solutions
• Innovation: Utilise existing solution usage analysis to better understand the clients’ value chain/business processes i.e. develop deep client insight. Use these insights to identify/innovate opportunities to provide new solutions that will create client and colleague value

Accountability: Business as Usual

• SLA’s: Agree Channel group SLA’s with key stakeholders. Set SLA’s with key support teams. Manage and drive ongoing SLA improvements
• Quality of Service (QOS) : Drive consistent improvement of all Channel groups services quality levels
• Risk: Assess Channel group Fraud and Operational risks and implement relevant mitigation strategies with a view to consistently reducing organisation and/ or reputational risk
• Fraud / Audit - Set targets for and drive relevant practices and procedures to consistently improve audit and Fraud ratings by adapting new ways of work, which includes engaging teams earlier in the development life cycle

Accountability: Framework Performance Indicators

• Define, Manage and Report on Key Performance Indicators (Including, but not limited to)
• Client Experience
• Client and User adoption Pan-Africa
• Call centre volume
• Incidents
• Operations Risk
• Client Take up, cancellations, complaints
• Client concentration risk
• Channel Cost to Serve
• Onboarding Timelines
• Channel Up time
   

Accountability: People Development

• Recruitment and training: Ensure the team is equipped with the right skills and capacity to deliver the agreed prioritised initiatives and the overall channel strategy
• Career development: Agree and plan career development milestones in line with career objectives and succession planning.
• Performance: Set clearly defined performance objectives and associated measures
• Engagement: Through inculcation of the organisations culture and values engage with and build trusted relationships with staff enabling them to grow and develop.
• Accountability: Communication & Marketing
• Partner with People Change and Marketing to define and execute on Marketing and Communication Strategy for Frameworks across Africa.

Minimum Education And Experience

• 7- 10 years’ experience in the financial services industry, preferably in Corporate Product or Digital Channels environments
• Corporate Banking Product experience
• Integrated Channel Management experience

Knowledge & Skills

• Current and emerging technologies
• Presentation Skills
• Relationship Building Skills
• Analysing and researching
• Business Skills
• Time Management Skills
• People Management
• Knowledge of product market

Competencies

• Leadership discipline
• Deciding and initiating action
• Entrepreneurial and commercial thinking
• Working with people
• Applying expertise and technology
• Presenting and communicating information
• Formulating strategies and concepts

Education

• Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)

go to method of application »

Job Summary

To provide advice and support in the development and implementation of customer insights planning and associated service delivery processes, methods and techniques; enabling customer insights, customer experience measurement, competitor intelligence and general customer research

Job Description

• Research: Responsible for providing research reports, recommendations and other insights based on strategic & tactical customer experience measurement and research.
• Compile and / or design and review research customer research questionnaires for the purpose of customer experience measurement
• Stakeholder Management: Establish and manage relationships with both internal and external sources of information/industry role players
• Obtain internal customer data and information - with an emphasis on the profiling of customers across various dimensions (e.g. demographics) / related segment characteristics, dynamics and behaviour.
• Analysis and Insights: Implement tools to dynamically measure client insights and quality of relationship – this includes using the existing customer experience measurement framework, reviewing the framework & suggesting enhancements to this framework in order to stay abreast of best practice in CEM
• Analyse and interpret the internal landscape in terms of Absa customer - inclusive of product usage, channel usage, frequency of interactions, geography, customer experience and performance – in order to provide various integrated views and insights of customer to inform strategies, interventions and planning.
• Develop an in-depth understanding of customer (within context of the Absa segmentation) needs and wants through external and internal research.
• Ability to facilitate & compile research projects with customer research suppliers, and provide expert guidance to business on approach
• Topical deep dive analysis on large unstructured & structured data, to provide detailed insights from strategic customer research
• Inform Strategies, Plans, Interventions and Models: Provide the require customer experience / competitor insights into a structure research output as inputs to strategies, models, plans and interventions in the agreed format/s – these formats must be professional, accurate and easily consumable. Obtain the relevant landscape and customer data and information for the agreed deliverables and perform integrative and comparative strategic analysis.
• Workshops and facilitated sessions: Assist the senior leadership of the Analytics, Insights and Modelling teams with the preparation of workshops and sessions. Participate in workshops and sessions to the level of presenting and facilitating, under the guidance of a senior team member.
• Reporting, Tracking and Presenting: Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to improve customer service levels.
• Perform qualitative research (e.g. customer, product, sector) to understand and compare value propositions across competitors, e.g. mystery shopping (where budget allows) and comparative research
• Ensure continuous monitoring of competitive dynamics in the marketplace across key value proposition dimension – pricing, customer experience, customer journey, rewards and add on services.
• Identify internal & external data and information sources and establish information channels and networks (formal and informal) for the purpose of obtaining pertinent data and information which can be meaningfully transformed into value adding customer& competitor intelligence.
• Compile and supply ad hoc research pieces that can be shared with internal audiences

Qualifications

• Postgraduate degree in research, preferably in marketing sciences & research statistics.
• 5 years previous research experience
• Accredited market research institute candidates (SAMRA accredited) will be beneficial.

Education

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

go to method of application »

Job Summary

To investigate, analyse and understand Voice of Customer data to develop solutions to customer service challenges

Job Description

Research

•  Help with research design proposals for business areas and clusters, ensuring an understanding of business requirements

Presentations and reporting

• Prepare presentations according to data insights and analytics. Reporting accordingly to the relevant stakeholder audience for impact – this includes compilation of Customer insights reports & standard daily / weekly environmental scanning reports for distribution to internal audience across a range of topics.

Performance

• Compile quarterly / monthly performance reports against targets set for all CEM strategic / tactical measurements

Customer Service Surveys

•  Ensure that data required by the survey house is received on time and accurate.

Review reports on problems identified. Assist with the data extraction and administration of survey information for annual Customer Experience Measure (CEM) survey.

Statistics

• Collection and consolidation of weekly, monthly and quarterly statistics.

Vendor Management - Manage invoices, and track management costs and expenses against approved budget. Managing contact listings process into the CX vendors with internal extraction areas. Checking fieldwork progress against timelines per Quarter (1 through 4) – managing on time delivery / escalation process to Vendor / R&I management

Competitor Intelligence - Liaising with Competitor Intelligence Partners in BUs as per audit schedule to include relevant product and channel information in portal & the quarterly updating of competitor profiles via desktop research on competitors

Qualifications

• Degree / Diploma in research
• 2 years previous research experience

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)

go to method of application »

Job Summary

Participate in learning programme/s in order to maximise individual and organisational development benefit/s through the execution of predefined training objectives.

Job Description

Attend and participate in all workplace experiences against agreed development objectives | Learning: Attend and participate in all training and development interventions against agreed development objectives | Ad Hoc duties: Provide support to customers and team as required to ensure team performance on an ongoing basis | Administration: Effectively fulfill all required administrative duties, including tracking and reporting. A centralised services function, effectively performing specialised functions for Executors in order to assist in the finalization of Absa deceased clients’ portfolios. Collections and Recoveries functions - with the focus on customer service and offering the most suitable solutions for customers in distress in the different phases of a Collections and Recoveries portfolio. Absa Home loans is dedicated towards offering a learnership opportunity to young individuals that are talented, enthusiastic and willing to learn much about the banking sector.The learnership programme will give you exposure to the Home loans Collections area for a period of 12 months. These business areas will provide you with a solid banking foundation. Successful candidates will hereafter be ready for the world of banking.

Education

• GET Certificate: 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 deliver sales support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details.

Job Description

• Customer Experience: Responsible for all customer enquiries, service level agreements, and to ensure delivery according to set standards.
• Deal Facilitation : Handle all customer interactions professionally and efficiently
• Contract Administration: Responsible for all customer enquiries, service level agreements, and to ensure delivery according to set standards. 

Education

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

go to method of application »

Job Summary

Are you passionate about all things Digital? Join the CIB Digital and Platform services team as a Digital Analyst. The Digital Analyst takes responsibility for formulating requirements and driving delivery for Online Client and Colleague Solutions. This is achieved through close collaboration with Stakeholders, Design and Clients in order to co-create solutions.

This role will be responsible for ensuring delivery throughout the business development lifecycle in accordance Scaled Agile methodology and will be the key interlock between Business and Technology.

Key Accountabilities

Job Description

• Identify, analyse and define documentation of Business requirements in relevant Technical delivery framework (Epics, features and user stories with Acceptance Criteria)
• Table requirements at quarterly Program Planning Increments
• Define stakeholder engagement model, including communication internally or externally. Ensure clear understanding of expectations and appropriately manage these together with the agreed objectives. Engage stakeholders to build ongoing support, mutual understanding and common commitment of objectives to be achieved.
• Formulate Commercialisation Plan for each deliverable.
• Engage with TOM Team to deliver end-to-end processes for each project.
• Create and actively manage Commercialisation risk log for each project.
• Evaluate As-Is and To-Be Resource Planning with Operations team
• Produce U Produce reporting for various stakeholders to keep them informed of progress and status of the projects/deliverables
• Provide consolidated benefits reporting and analysis on projects
• Coordinate or assist in the production of the Portfolio’s monthly status reports (all projects and small enhancements), including:
• Projects under way or being planned

Education And Experience Required

• NQF Level 6/ B Degree
• Three(5) years experience in the financial services industry, preferably in Digital Online Channels environments

Education

• Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)

go to method of application »

Job Summary

Assist in the implementation of marketing campaigns. Implementation and management of 360 marketing campaigns and activations. Sound business understanding of marketing challenges and being to solution for business. And provide reporting of campaign performance. Ability to implement innovative marketing campaigns in conjunction with business unit marketing plan and CVM business objectives.

Key Accountabilities

Marketing strategy Accountability:

• Work and collaborate with Business Unit Marketing, and communications team where necessary and the RBB GTM team, to drive and ensure integrated delivery of marketing campaigns.
• Ability to seek out collaborative and integrate partnerships necessary to deliver marketing strategy and plans
• Understanding of business CVP offers and segment objectives are key marketing skills to successfully landing campaigns.
• Work with Marketing colleagues, strong management of marketing agency partners to manage, implement and activate market leading marketing campaigns
• Work with the Product and Channel marketing deals to assist with the successfully execution of channel marketing programs with strong relevant CVP propositions to increase consideration and generate business growth

Deepen Customer Engagements and Build Customer Loyalty

• Develop a detailed Absa Rewards marketing roadmap to drive acquisition, encourage brand engagement via various projects, campaigns, and similar initiatives that boost customer retention.
• Collaborate and partner directly with business unit and our Absa Rewards Partners on key programme activities, translating goals into programme growth, encouraging and stimulating rewards member loyalty
• Deepen customer engagements by designing innovative and compelling strategies and offers, develop breakthrough direct-to-customer campaigns to drive acquisition, usage, re-activation, and retention
• Use data and insights to evaluate customer behaviour and identify opportunities within the portfolio, to drive innovative and incremental opportunity in a test and learn agile environment

Stakeholder management

• Collaboratively work key internal stakeholders and integrating marketing strategy and Go-to-Market plans with key business, CVP and segment teams.
• Ability to work and manage stakeholder both upwards and downwards in order to be able to deliver for business.
• Ability to manage external stakeholder parties within the standards and requirements mandated in the engagement contracts.

Marketing Metrics

• Effectively manage allocated budgets (functional & project budgets) by monitoring the timeous payment of suppliers and producing monthly budget reports.
• Strong understanding of business process and adhering to business processes.
• Participate in all campaign projects affecting the relevant BU’s and drive all activity pertaining the campaigns through from business brief, Agency brief to final output, working with internal stakeholders and 3rd party agencies
• Ensure all internal approval processes are followed and adhered to as required
• Ensuring all Absa and industry governance standards are adhered to
• Co-ordination of marketing budgeting and ensuring spend is effective and efficient.

Education

• Bachelor`s Degrees and Advanced Diplomas: Marketing (Required)