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.
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Job Summary
To ensure seamless implementation and ongoing support of Transactional Services solutions (channel and product support), enabling efficient client onboarding, system reliability, while delivering exceptional customer experience.Job Description
Key accountabilities
Customer Service Management
Providing specialist support to all internal contacts/users
Promoting the Group and strengthening customer relationships
Preparing internal communications on policies, procedures, controls
Coordinating customer relationship management for Transactional Services customers
Analyzing customer and competitor service trends
Resolution of customer queries of a technical nature
Working to and achieving service levels as spelt out in Service Level Agreements
Supervision of system and product management
Contributing to systems and service improvement through continuous reviews including risk reviews
Business Management
Meeting product targets - values, volumes, income, costs
Management Information on customer support services
Continuous service performance reviews
Proactively research and stay abreast of product and service offerings from the competition
Assist in implementation of product and/or process changes
Manage product tariff setup and monitor collection efficiency
Consult corporate & business banking relationship teams on issues to do with product/service performance, business practices/ideas and best practices
Monitor levels of complaints and quality of complaint handling
Contribute to product development and improvement through continuous reviews
Contribute to procedures development and improvement through continuous reviews
Manage down customer complaints to a minimum, if not to eliminate completely
Product Development & Sales
Assist in the development of customer specific propositions (solutions)
Assist in product pricing strategy
Assist in implementing product & delivery channel strategies
Monitoring competitor and industry trends
Analyzing customer and competitor research
Carry-out cross selling activities
Risk, Governance and Control
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards.
Identify, manage and mitigate risks and risk events (incidents) relevant to the role.
Education and experience required
Bachelor’s degree preferably in Information Technology and Computing, Sales or Business Management or related qualification from a recognized institution.
At least 3 years’ working experience in a similar role in a financial institution.
Knowledge and skills:
Experience in product service management, preferably electronic/internet banking
Knowledge of Bank’s general operational procedures
Knowledge of Transactional services products
A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.
Understanding corporate & business banking customers
Sound technical appreciation of IT systems
Understanding of internet banking systems
Understanding of customer needs and market trends
Strong interpersonal, negotiation and selling skills.
Ability to work across in a virtual environment and across a demographic split.
Self-starter and performance driven
Good presentation skills, Oral and written
Competencies:
Deciding and initiating action
Learning and researching
Entrepreneurial and commercial thinking
Relating and networking
Adapting and responding to change
Persuading and influencing
Creating and innovating
Education
Higher Diplomas: Business, Commerce and Management Studies (Required)