Jobs at Absa

Job Summary

• To manage customer debt through effective and efficient collections tactics in order to minimize the loss to Absa. This will involve negotiating repayment from customers with the objective of rehabilitating customer accounts, before they deteriorate further into delinquency.

Job Description

• The purpose of the role is to manage customer debt through effective and efficient collections tactics in order to minimize the loss to Absa. This will involve negotiating repayment from customers with the objective of rehabilitating customer accounts, before they deteriorate further into delinquency.

Key Accountabilities 

Accountability: Negotiating payments and minimizing loss

• Agree collections targets on a monthly basis with the Team Leader in line with portfolio and product targets as communicated by Customer Value Management.
• Meet the minimum productivity requirements for calls on a daily basis to ensure optimisation of the collections function and achievement of the monthly collection target.
• Manage customer accounts and calls by logging on to and updating the relevant collections systems including Megallon and Avaya.
• Use the appropriate collections scripts and other tools available to verify clients identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the

Bank and the customer.

• For more complex accounts, analyze customers' account history and provide the customer with a recommendation on the appropriate options available (e.g. account restructures in the case of arrears amounts on multiple products and/or refer the customer for debt review/counselling) to rehabilitate their account. These recommendations need to be aligned to the requirements as outlined in the
• Restructuring and/or Re-Age Policy.
• If no solution can be negotiated, calls must be escalated to the Team Leader for assistance.
• Update the OCS system upon completion of the negotiation with the customer to indicate the agreement reached. With the customer in terms of the collections option that will be implemented

Accountability: Business Processes and Governance

• Adhere to all Company Policies and Procedures as outlined in the Absa Bank
• Credit Risk Model etc.
• Fulfill the requirements of and comply with all relevant Acts and Statutory requirements e.g. the National Credit Act.
• Identify fraudulent accounts and escalate these concerns to the Team Leader
• Adhere to internal systems access control policies at all times and report any irregularities to the Team Leader or relevant party.
• Adhere to the internal code of conduct at all times and report any irregularities to the Team Leader or relevant party.
• Complete all compulsory training within the required time frame.
• Contribute towards an audit rating of sufficient or better by compliance to internal processes, policies and procedures.
• Timeously route all administrative work to the Administrative support team for processing according to the relevant process and procedures.

Accountability: Maintain Customer Service

• Acknowledge and resolve customer dissatisfaction at first point of contact wherever possible. When necessary, source the assistance of the Team Leader to support in resolving the dissatisfaction.
• Ensure customer satisfaction is achieved and the retention of the right profile client is maintained by behaving in a professional manner in all instances.
• Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the Bank.

Accountability: Team Work Weighting

• Appreciate and respect all team members and Team Leaders as well as participate in celebrating team/ SBU successes
• Display the Absa Values with all team members and maintain a high level of professionalism
• Communicate openly and honestly with team members and share knowledge and best practices on an on-going basis.
• Utilize the Team Leader, on an on-going basis, as a coach to help improve current collection skills.
• Actively support change initiatives within the team or larger SBU and suggest possible areas of improvement to the
• Team Leader as and when these are detected.
• Encourage team work and assist other team members when able to do so.

Education and Experience Required

• Matric or equivalent NQF level 4 qualification
• Relevant National Diploma/Higher certificate or equivalent NQF level 5 qualification preferred
• At least 3 (three) years Collection experience in a Banking or Financial Call Centre environment
• At least 3 (three) years experience in a customer services/facing role
• Forbearance knowledge such as policies and procedures of Forbearance loans
• Product knowledge and experiences in personal loans, student loans and cheque accounts.

Knowledge & Skills: 

• Excellent communication - able to follow the collections scripts and calm irate customers down.
• Service Excellence - dealing with customers regarding potentially complex financial / emotional situations and ensuring that situations are effectively resolved to the benefit of the business and the customer without escalation to team leader.
• Influencing Others – understand individual complex situations for customers in order to identify the most appropriate repayment terms and ensure maximum revenue for the Bank
• Negotiation – effective negotiation of repayment terms to ensure debt is repaid as quickly as possible whilst ensuring affordability to customer’s circumstances
• Target Driven – working within a fast paced, structured environment with a desire to exceed set targets and develop knowledge and skills within Collections.
• Team Player - offer support and advice to fellow team members and contribute to a positive working environment within the department.
• Resilient – able to deal with customers who may be distressed and remain calm in confrontational situations
• Self-Development – takes ownership for self-development opportunities to improve performance
• Adaptable to Change – able to adapt to a changing environment where business needs are regularly assessed according to the market and customer behaviour.
• Basic computer literacy - MS Office, Excel

Education

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

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

go to method of application »

Job Summary

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:

This role is within RBB: Everyday Banking in Fraud Solutions, reporting into Fraud Hotline.

BRIEF OVERVIEW OF THE ROLE:

To assist customers with all fraud related queries at first point of contact, ensuring that customers receive prompt and courteous service in an effort to prevent and minimize fraud losses.
Job Description

Accountability: Operations Management 

• Deal effectively with requests and take responsibility for processing each query ensuring customer expectations are met, as per policy and procedure.
• Demonstrate an understanding of complex processes and Fraud Solutions technical knowledge to prevent and minimize fraud losses.
• Use telephonic skills and techniques, in order to determine risk to prevent Fraud.
• Undertake queries, in accordance with legislation, to mitigate risk and prevent further losses.
• Report system problems and incidents.
• Record actions taken on fraud systems and on relevant Banking systems.
• Communicate new fraud trends to Team Leaders and Managers for further action.
• Refer confirmed fraud related cases to Fraud Investigations teams.

Accountability: Innovates and champions change management 

• Assist in enhancing operating systems for optimal results.
• Deliver professional communication and foster awareness regarding financial crime and fraud trends.
• Act as the Subject Matter Expert on the content of the procedures, processes and investigation methodologies in the business.
• Participate in change meetings to contribute to new process designs.
• Take over processes when projects become business as usual (BAU).

Accountability: Risk and Control 

• Take accountability for all risk events and the delivery of specified and agreed upon controls.
• Reporting of a risk and controls that ensures compliance.
• 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.
• Whilst executing maintain an effective Quality Assurance environment
• Adhere to organizational circulars, policies, business standards and other communications that impact on the operation of the business unit.

Accountability: Stakeholder Management 

• Work closely and collaboratively with the members of the Investigations Units within the bank and other financial institution.
• Develop and enhance networks and build relationships to align the team objectives with business partners within the organisation as well as strategic stakeholders.
• Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of processes and procedures, schemes and understanding of relevant regulatory requirements.

MINIMUM REQUIREMENTS:

• National Diploma in Banking or Administration or equivalent NQF Level 6 or higher
• At least two (2) years Banking experience
• At least two (2) years Fraud experience would be advantageous
• Preferred Fraud training – Fraud Basics

WHAT’S ON OFFER:

• Great Team environment
• Autonomy to produce excellent results and delight colleagues and customers.
• Opportunity to influence and interact with senior management
• Work in a multi –disciplinary environment
• Opportunity to discover and learn

Education

• Bachelor's Degree: Business Management, National Diplomas and Advanced Certificates: Banking

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

go to method of application »

Job Summary

• We are looking to place a Specialist Subject Matter Expert IB Ops, who will be responsible for working with business functions to identify, investigate and analyse problems faced by Markets / Treasury business/product owners. Based on this analysis the SME needs to propose a solution, to fully address the business requirements, needed to optimise the business.

Job Description

Key Accountabilities:     

• Ensure all the business requirements, evaluations and recommendations of possible business solutions, assessments and feasibility analysis are documented, circulated and signed off by the relevant stakeholders and handed over to the PM for use in defining and designing the project.
• Investigate and perform a business needs analysis, by interviewing the product or business process owners, to determine business requirements and identify possible alternatives and or solutions to achieve these requirements.
• Assist the Business Analyst Lead to set up and facilitate workshops with relevant stakeholders to gather, identify and document the project and business owner requirements to be used in the project definition, design and build.
• Identify and design new and/or improved business process systems and/or procedures to deliver project goals by ensuring that the best solution is considered and identified for the project.
• Co-ordinate all user acceptance testing with regard to securing test users, the test location, the relevant access rights and by documenting all results and where required perform User Acceptance Testing (UAT) as undertaken and stipulated by the Absa Group Technology IT methodology.

Education and Experience Required

• Relevant tertiary qualification (E.g. Diploma in Business Analysis, B.Com, BSc Comp Science)
• 3-5 years working experience.
• Preferred/ Advantage
• Experience in process re-engineering
• Investment banking product knowledge

Knowledge & Skills: 

• Business Planning & Design, including a basic understanding of operations, process and IT in a Blue Chip
• Command of business analysis techniques – including the application of industry-standard methodologies, techniques and use of software
• Understanding of means of business requirements gathering - including business process re-engineering, input into organisational design, operating models
• Knowledge of a Bank’s products, services and policies

Education

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

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

go to method of application »

Job Summary

• Work in high complexity environments, fully embedded in a Chatbot team, leveraging specialist analysis tools, frameworks, techniques and practices to elicit, define and organize business requirements, across multiple stakeholder groups and integrated systems. Analyse, build and configure these requirements on a third party platform, work collaboratively within squads to ensure the business requirements are met through Chatbot design & delivery activity & support the application of testing processes & frameworks ensuring all products & services are effectively tested.

Business complexity is determined by: 
1.    Customer Impact
2.    Number of integration points:
•    Data
•    Teams to talk to 
•    Systems
•    Enabling function
•    3rd party vs. internal 
3.    Complexity of business rules & Processes
4.    Level of operational readiness 
5.    Introduction of new or changing old Tech (e.g. redo platforms)
Job Description

Accountability: 

Analysis and Configuration

Lead the analysis, process, build and configure on third party platform for chatbot requirements across digital channels

• Proactively build relationships, apply analytical techniques to elicit and validate business (product & service) needs ahead of demand
• Implement routines to get to know / become an expert in various business processes (e.g. spend time in business & with users)
• Proactively scan the internal & external environment to predict change requirements & opportunities for improvement ahead of demand (e.g. market, risk, regulatory, customer, organizational change etc.)
• Work collaboratively with Tribe Leads (Technical Product / Service Owners) to build a roadmap & vision for the products and services (including detailed analysis requirements & solution scope)
• Define measures of success & key outcomes for various solutions / changes including detailed acceptance criteria for all features
• Provide support in defining testing requirements (pass or fail test cases)
• Support the development of detailed business cases (including defining solution characteristics, effort estimations etc.)

Solution Design (within Chatbot Context)

• Translate business requirements into an integrated system vision & detailed systems requirements. Detailed system requirements must include all capabilities, interfaces and functionalities within and across technologies.
• Leverage business analysis & modeling tools and apply notation standards such as UML/BPMN to diagrammatically/visually document: business requirements, business processes, system processes & integration . 
• Facilitate processes to ensure integrated requirements are socialized, understood & approved across the broad range of stakeholders to be impacted (this includes various processes e.g. risk / governance forums, change council, scrum meetings / Chatbot team capability building, solution design sessions etc.)
• Understand & leverage knowledge on the organisations technical landscape, environment and broader architecture to define integration points across tech stacks for various requirements
• Work collaboratively with project / program teams, squads, scrum masters and engineers to define backlog, release & Chatbot / project planning implications of the  requirements development & roadmap (what should happen when)
• Work as part of the embedded Chatbot team to continuously improve system requirements and mapping (e.g. leverage input from questions asked etc. to consistently improve the quality of the chatbot through tuning and training of the Bot)
• Work as part of the embedded Chatbot team throughout the design process to review solution design (features and functionality)
• Facilitate resolution & decision making during development & testing phases for any change requirements

Solution Delivery & Testing (manual)

• Analyze, the data, configure the Bot, assess and understand, and facilitate or build technical integration between product features and channels with Bot, assess Bot responses and metrics with continual improvement of the Chatbot.
• Develop manual testing frameworks and patterns for the solution
• Lead the manual testing process for various solutions (e.g. execute test cases, analyse results)
• Provide real time feedback to the Chatbot teams on change requirements identified throughout the testing process
• Review & monitor system stability, resilience etc. throughout the testing process & in production
• Define & monitor overall backlog planning for effective solution delivery
• Provide Developer & User support during user acceptance testing

People

• Provide coaching & mentoring across the Chatbot team to lead, and guide on chatbot capability and delivery.  
• Conduct peer reviews & problem solving within and across the broader team
• Provide technical subject matter expertise and support in the attraction and recruitment of Analysts for the organization
• Participate as a subject matter expert in the development & development planning of the broader Chatbot team
• Support the people change teams in the design of adoption processes (Customer, Employee & 3rd Party Adoption of new system requirements)

Education and experience required

• 10+ years business & systems analysis experience
• 10+ Years Experience in working with multidisciplinary teams
• Experience in Agile Methodology & working embedded within an Agile team / teams
• Proven track record in coaching, mentoring & managing people
• Degree or Diploma in computer science, commerce or business administration
• Banking domain experience, preferred.
• Expertise in Systems Design & Integration
• Analytical and Problem solving skills along with mathematical and statistical understanding
• Some proficiency in working with python/JavaScript or any other modern programming language
• Experience in gathering and processing raw data (excel, other data manipulation tools)
• Preferred Chatbot experience with any of the popular platforms
• Preferred Exposure to data and machine learning services, artificial intelligence and how constructs work.
• Experience with Data Visualization tools
• Preferred Experience with Elastic Search or any other log search/debugging tools

Competencies: 

• Examining Information
• Documenting Facts
• Adopting Practical Approaches
• Articulating Information
• Interacting with People
• Exploring Possibilities
• Team Working
• Challenging Ideas

Education

• Bachelor's Degree: Information Technology

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

go to method of application »

Job Summary

• To provide specialist advice and support in the development and implementation of business analysis and associated service delivery processes, methods and techniques.

Job Description

• Verifying Information: Check different types of information for accuracy and inconsistency | Business Analysis: To provide specialist business analysis to deliver on projects | Meeting deadlines: Completes tasks timeously | Dealing with Stakeholders: Taking responsibility for managing the expectations of stakeholders | : | : | : | :

Education

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

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

go to method of application »

Job Summary

• To provide advice & support in the development & implementation of area of specialisation; developing high quality standards & measures to ensure that errors do not re-occur.

Job Description

Education

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

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

go to method of application »

Job Summary

• Absa Investment Management Services (AIMS) is seeking to hire an Investment Specialist to form part and support a dynamic team of professionals with a focus on products, funds and servicing customers. 
• The role is highly analytical and with a need for creative problem solving, strong project management skills, solid financial acumen. Knowledge of insight into financial principles, processes and proven ability to identify inconsistencies in data.

Job Description

• The Investment Specialist supports the end-to-end management of Products, Funds available on the Absa Investment Management Services platform, an administrator of financial products. The specialist is expected to work closely with all the relevant AIMS departments. Utilizing skills to produce and embedding specialised detailed reports for analysis and presenting to senior management. Quantitative and qualitative ability and proficiency on computer program like office and other financial tools will be advantageous. Keeping abreast with regulatory and legislative changes in the industry. Management of key internal legal, compliance, technology stakeholder and external stakeholders thus Insurers, Asset Managers, and other stakeholders (providers of investment management services).

Products

•        Maintain existing Product Brochures, Terms and Conditions and Training Guides (adhoc basis)
•        Perform Analysis (Asset under management, flows, revenue and distribution channel analysis)
•        Structured Product Analysis
•        Loading of the New Tranche
•        Manage the communications, training and distribution and engage with internal stakeholders(Controls Accounts, Quotes and Communication)
•        Guaranteed Product
•        Weekly rates pricing
•        Reviews, Reporting, New Business, Withdrawals, Assessed Tax Loss Monitoring, Insurer Product Material and communication
•        Weekly Rates and competitor Analysis

Funds (CIS, Wrap Portfolio, ETN/ETF, PSP, Structured Product )

•        Manage the end to end third party Qualitative and Quantitative review of the third party business partner  (Fund's management structure, the business and reputational risk) - Communicate the request; Acknowledge receipt; Analyse and Decision (leverage from internal/external stakeholders researchers)
•        Management of Funds on to Platform (dealing internal stakeholders) - Ballots, Fund Mergers
•        Supporting Manage instruction the end-to-end with internal Teams – Control Accounts, various system and business owners (Quotes, Operations, Finance etc)
•        Supporting Service Level Agreement (SLA) with the third party business partner.
•        This is a legislative requirement to ensure that the funds on the AIMS platform meet the minimum requirements, such as, minimum inflows in terms of the Rand value.
•        Monitor and enforce business targets set out in the SLA with the third party business partner to ensure that there are minimum Rand value inflows in terms of the fund.
•        Engage with the third party business partner to manage non-compliance process with regards to the SLA.
   

Regulatory Retirement Funds Reporting

•        Manage Retirement Fund Regulation 28 Asset class regulatory limits; across systems and reports. Keeping abreast with legislative with Regulation 28 changes  (QDS - Morningstar vs GIR)
•        Managing the Retirement Fund Breaches; Executive summary to the Board of Trustees; which requires analysing and producing the reports; communicating to advisors and clients; and finally create the rebalancing instruction of non-complaint breaches in line with regulation.  
• Product and Distribution Pricing 
•        Understanding how the Effective Annual Cost (EAC) is calculated.
•        Keeping abreast with the ASISA standards on changes with respect to the EAC, and apply these changes to the internal processes.
•        Carrying out work to change the clients’ portfolios such as fund switches

Adhoc Queries and Support

•        Provide feedback and training on advisor or client queries.
•        Determine/Identify and provide adhoc support to internal AIMS departments and other distribution teams.
•        Product Technical Guide - Creation and Maintenance of Product Technical guide

Supporting Technology Innovation

• AIMS as a business is continuously looking at ways for improving and providing efficiency in delivering it services to their customers. You will be required to contribute and own parts of the new initiative “Product and Funds Rules Engine” with intent to replace multiple systems and enable the product team to take new product features quicker to market.

Education

• Bachelor`s Degrees and Advanced Diplomas: Finance and Investment Management (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised