Customer Engagement Scrum Master at Absa Group Limited (Absa)

Job Summary

• 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.
• Understand and manage risks and risk events (incidents) relevant to the role.
• The Customer Engagement Scrum master will be the facilitator for a personalised campaign development team that uses scrum/agile principles as the delivery methodology. The scrum master will lead a team that ensures self-organisation and the ability to make changes quickly. The role will ensure that agile principles and concept are adhered to ensure effective preparation of the campaign delivery backlog

Job Description

Key accountabilities

Planning and Delivery:

• Lead multiple campaign delivery sprints
• Ensuring that sprints are running smoothly and corrective actions taken wherever appropriate.
• Ensuring all change governance and standards are adhered to
• Developing plans to ensure delivery of teams’ work
• Facilitate and organise all campaign execution activities including daily meetings, delivery plans and retrospectives
• Collaborate with data, marketing, product and MarTech stakeholders for timely delivery of engagement objectives
• Coordinate resolution of impediments impacting delivery
• Foster Agile mindset within delivery teams to ensure meeting of goals
• Work with engagement owners to derive execution plans
• Be accountable for the teams efficiency and effectiveness through improvements in scrum best practices and framework
• Develop execution plans and tracking tools for campaign delivery
• Ensure all scrum events take place and are positive, productive and kept within timebox

Reporting:

• Develop and implement stakeholder communication plan to ensure successful stakeholder engagement at all levels
• Ensuring campaign artefacts are maintained and updated
• Effectively communicate to campaign and product managers about the progress as well as blockages in the on-going sprints.
• Ensure upward feedback and escalations on progress, key risks and issues

Stakeholder Management:

• Familiar with the details of at least one business area and has experience of liasing with peers in that area
• Facilitate stakeholder collaboration within delivery teams and other key stakeholders
• Build professional relationships through engagement and regular communication and feedback with all stakeholders using quality metrics ad project status
• Is respected and consulted by business area peers and seen as a point of contact within the team
• Ability to maintain a dialogue in difficult situations
• Resolves major problems and fluently applies escalation and notification procedures for incidents
• Can effectively manage and develop relationships with key decision makers and stakeholders to achieve successful outcomes
• Uses stakeholder management strategy effectively and knows how to navigate the organization
• The ability to facilitate and negotiate with multiple parties to bring about
  agreement and resolution, even when position is not initially shared by others
• Clearly and effectively communicates difficult or complex ideas clearly to
  stakeholders, peers and subordinates
• Adapts style to contribute and enhance teams performance by working effectively
  with people across a wide range of disciplines and levels, both internal and external.

Role/Person specification

Education and experience required

• NQF 7 level qualification
• 3+ years of relevant scrum master or project management in banking experience

Knowledge and skills: 

• Strong Communication and presentation Skills
• Agile ways of work experience
• Design thinking & innovation
• High emotional intelligence and mature soft skills
• Stakeholder Management
• Excellent interpersonal skills
• Problem solving
• Time Management
• Risk Management (Legal, reputational, operational, etc.)

Competencies:

• Problem Solving
• Self-Motivated and Collaborative
• Business Acumen
• Results Orientation
• Able to work independently and in a team environment

Education

• National Certificate: Information Technology