Time left to apply: End Date: November 21, 2024 (11 days left to apply)
Job Requisition ID: R-15969217
Empowering Africa's tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
Reporting to the Head: Customer Experience, the incumbent will drive the customer-first strategy by managing customer-led operations, entailing branch, contact center, and customer success functions. The incumbent will be responsible for initiating and implementing service recovery, restoration, and reinstatement initiatives to meet customer and business demands.
Job Description
Minimum 5 years in a customer service environment with demonstrable orientations towards service and problem solving.
Defining service standards and ethos to design future-fit customer experience.
Service Design and Transformation: Collaborate with cross-functional teams to implement new technologies and systems that enhance service delivery.
Streamlining and reimagining processes through re-engineering and customer journey mapping to create optimal customer experience.
Operations management: Ensure adherence to policies, standards, processes, and procedures to influence and maintain a satisfactory control environment across all areas of oversight.
Develop operational strategies to improve team productivity, operational plans, and performance across cash, payments, client onboarding and maintenance, and governance mandates.
Market Research and Service Benchmarking: Build an understanding of the market using research trends on CX and market leader insights to creatively and commercially design the organizational customer experience culture.
Manage customer insights and data sources to advise service design, delivery, and service restoration.
People and Culture Transformation: Lead and motivate high-performing teams enabling a culture of accountability, autonomy, agility, and collaboration.
Strong analytical skills with the ability to drive data-informed decisions.
Understanding and Experience in Process Design/Reengineering (Intermediate).
Understanding and Experience in Data Analytics for CX enhancements (Intermediate).
Understanding and Experience in Automation (Intermediate).
Qualifications and Experience
Minimum entry: Degree in Business Management, Commerce, Accounting, Finance, or equivalent.
Closing Date: 17 November 2024
About Us
We are a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management, and insurance.
Absa Group Limited is listed on the JSE and is one of Africa's largest diversified financial services groups with a presence in 12 countries across the continent and around 41,000 employees.
We own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in Tanzania and National Bank of Commerce), Uganda, and Zambia. We also have offices in China, Namibia, Nigeria, the United Kingdom, and the United States of America, a Technology Hub in Prague, and insurance operations in Botswana, Kenya, Mozambique, South Africa, Tanzania, and Zambia.
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