Executive: Business Operations & Enablement (COO) at Absa Group Limited (Absa)

Job Summary

• To build, deploy and run services that underpin operational performance – leading and directing the operational environment and business architecture that drives productivity, support and enable the translation of strategy into action, including but not limited to process improvement, innovation, operations, service quality, strategic change management and first line operational risk for the Business Unit (BU).

Job Description

Strategy Formulation and Execution

• Set and cascade the functional strategy with supporting operating model and ensure resources are in place for its execution, ensuring seamless integration of the functional strategy into a cohesive commercial business plan.
• Formulate and implement an integrated Operations strategy moving towards a lean operation to ensure a sustainable (cost efficient) operating model across the product house/ BU contributing to business profitability.
• Strategic formulation is inclusive of operations in service of the customer (customer primacy), driving the digital adoption agenda and supporting data monetisation from an operations perspective (highlight opportunities).

Governance, Risk and Control/Compliance

• Direct the first line of defense for organisational risk management, overseeing a dedicated team to implement robust internal controls, ensure adherence to regulatory and compliance standards, and proactively address potential operational risks, safeguarding the business from internal and external threats.
• Oversee the implementation of, and conformance to, Group Risk and Compliance requirements within the operating environment, in line with set risk appetite
• Drive governance, risk mitigation and compliance in all Operations and Strategic Change initiatives.
• Ensure the fulfilment of all required governance activities, including tracking and reporting.
• Implement new policies and frameworks as needed (received from IC Governance and Control and group functions).
• Collaborate with risk management teams to assess potential risks associated with strategic decisions
• Encourage the importance of compliance in the team, ensure that the team is compliant and adheres to all internal audit and compliance requirements.

Operational Excellence

• Drive and optimise the end-to-end operational infrastructure supporting A&I business. This includes governance, risk controls, adviser enablement, client onboarding, and servicing processes. Ensure operational resilience, regulatory compliance, and alignment to strategic growth initiatives.
• Develop and communicate defined strategic levers for operational effectiveness and efficiency based on the A&I strategy cascade (collaborate with Tech & Ops, Frontline, PPB COO to ensure input into a holistic business view of operational levers).
• Lead the development and execution of operational strategies that improve productivity, streamline processes, and reduce cost-to-serve across the value chain. Ensure consistent delivery of performance targets through operational discipline, process re-engineering, and scalable support structures.

Strategic Change and Business Transformation:

• Oversee and direct the implementation of change programmes aimed at driving business strategy and improving operational efficiency.
• Direct the alignment of people, processes & systems to deliver on the BU’s operations strategy (tech & business capabilities).

Digital Transformation

• Oversee the design, deployment, and adoption of digital capabilities to modernize business operations and enhance client experience.
• Champion data-led decision-making, automation, and digital platforms that unlock value, improve turnaround times, and enable a more agile operating model.
• Leverage data-driven insights and operational best practices to optimise workflows, drive continuous improvement, and foster a culture of operational excellence within the organisation

Client-Driven Innovation and Growth:

• Stay abreast of industry trends and role players and ensure that A&I is well-positioned to provide competitive and industry-leading products and services.
• Build and maintain trusting relationships with key customers, clients, partners, and stakeholders.
• Deliberately seek opportunities to digitise, automate and implement solutions for customer primacy, innovation, and operational effectiveness.
• Utilise resources and encourage the use of new technology (software products, apps, websites, etc.) to their fullest potential and derive maximum value from a digital process or solution.

Customer Experience

• Champion a customer-first culture within the business, ensuring that all decisions and strategies prioritise the customer experience.
• Define and communicate the customer service framework across the BU (Collaborate with Strategy & Product)
• Execute and enhance customer experience frameworks, and SOPs while driving VOC, NPS, CSAT, CRM, and complaints management
• Regularly assessing customer (Incl. Dealer) satisfaction levels implementing initiatives to enhance engagement and loyalty.

Supplier Management 

• Lead the strategic management of third-party supplier relationships across the organisation, driving alignment with business unit objectives and supplier development targets, while ensuring contract compliance, operational excellence, and the continuous delivery of high-value services

People and Talent  

• Coach, mentor and manage team members toward driving business objectives and ensuring colleague development.
• Maintain and drive strong operational and solutioning capabilities within the team to deliver on evolving processes and technologies.
• Drive colleague experience and stability and create a culture of continuous improvement.

Stakeholder Engagement and Management  

• Actively promote and manage the collaborative engagement of internal and external stakeholders, including regulators, suppliers, clients, service providers, business partners and other Absa entities
• Collaborate within A&I and across Absa clusters (Commercial & Product Capabilities, Customer, Future shaping & Experience delivery Capabilities, Business Banking and CIB) to drive operational excellence and receive input and recommendations on operational improvement opportunities and priorities.
• Be a proactive member of the COO community within the PBB under the direction of the Cluster Chief Operations Officer.

Preferred Education:

• Minimum B-degree in Business Administration, Commerce or Banking
• Desired Post Graduate Degree (NQF level no.8+)
• Certification in lean and efficiency methodology an added advantage (i.e. Six Sigma)
• Project Management qualification/ certification and added advantage

Preferred Experience

• 10+ years (Technical/Managerial) experience
• Experience in leading teams at a senior level
• Track record of business operations and risk management and process improvement

Knowledge and Skills:

• Business Acumen
• Commercial Astuteness
• Finance management
• Strategy Implementation
• Business Project Implementation and management
• Superior understanding of Business Operations Management
• Superior understanding of Customer Service Management
• Innovation Leadership
• Communication
• Analytical skills
• Coordinating
• Networking

Education

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

End Date: September 10, 2025