Consultant Business or Private Banking at Absa Group Limited (Absa)

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 Kenya. 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

Accountability: Operational Management

• Plan, organize and complete tasks and activities in alignment with performance objectives.
• Effectively collaborate new product development efforts and associated go-to-market operational plans.
• Multi-task by adjusting from one type of call to another, as collectively determined by the Segment Tribe, without loss of efficiency, composure, or knowledge.
• Understand and interpret customer insight to match with the relevant product and communicate product development needs to product specialist in Virtual Channels
• Continuously ensure an up-to-date and holistic understanding in the Virtual Channels environment, processes, procedures, technology platforms, products, compliance and risk.
• Embrace change initiatives and positively contribute to the success thereof within the Segment Tribe.
• Provide a high level of individualized service to customers utilizing consultative relationships with customers to increase loyalty and business referrals.
• Maintain an orderly workflow according to priorities.
• Coordinate work predominantly with electronic information and communication technologies in order to accomplish tasks.
• Analyze data and provide monthly reports that reflect insight into tendencies and patterns.
• Apply and support agile methodology to enable Segment Tribe performance.
• Maintain confidentiality.
• Drive sales and product knowledge with customers and within the Segment Tribe and share customer insights with the product development team to enable timely product development and provision.
• Identify and recommend new innovative ways of achieving quality customer product experience results.
• Apply specialist knowledge and use customer insight for a step by step problem solving and prevention process and continuously improve customer experience.
• Manage the implementation of new processes and systems to optimize the customer experience.
• Test the improvements with internal and external clients.
• Provide specialist support to internal and external customers

Accountability: Customer

• Provide specialist support in the application of robust Customer Relationship Management practices, to deliver a seamless customer experience through unique and accurate customer insights.
• Implement service delivery excellence plans for customers by putting customers at the centre of products, services and solutions.
• Place customer experience at the centre of products, services and solutions to deliver a superior and seamless customer service.
• Provide specialist advice and support in the clarification of requirements and delivery outcome expectations and experience with customers.
• Establish and maintain good professional relationships with internal customers and colleagues.

Accountability: Finance

• Adhere to specified policies, standards and procedures to prevent and reduce wastage of financial resources and escalate associated risks.
• Coordinate and monitor daily work activities within the Segment Tribe environment to prevent financial losses.
• Identify financial risks and escalate as required.

Accountability: Learning and Growth

• Participate in the personal development, coaching and performance management processes.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
• Acquire and apply skills in the application of agile methodologies.

Accountability: Governance

• Understand and manage risks and risk events (incidents) relevant to the role.
• Conduct all activities and duties in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Education and Experience Required:

• National Diploma / Advanced Certificate (NQF level 06)
• 3-4 years' relevant experience

Knowledge & Skills

• Building Customer Loyalty
• Customer Relationship Management
• Customer Understanding
• Developing Sales
• Product Knowledge
• Quality Orientation
• Agile methodology

Behavioural Competencies

• Customer focus and empathy
• Customer Service
• Improvement orientation
• Interpersonal effectiveness
• Organisational Awareness
• Persistence and tenacity
• Self-Development
• Teamwork and collaboration

Education

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