Scrum Lead at Absa South Africa

Job Summary

Do you have extensive Client On-boarding and team management experience? Join the CIB Client On-boarding team as a Scrum Lead. In this role you will be able to plan, manage and monitor the implementation of SCRUM and activities, driven by end to-end process accountability to deliver on service, growth and quality standards and approved operational targets. You will also be responsible for:

Job Description

• Lead cross-functional teams inclusive of all relevant On-boarding functions ie KYC, New to Bank & Refresh, QA and Product On-boarding.
• Empowerment of colleagues to solution closer to the customer/colleague.
•   Liaise with relevant internal stakeholders such as (CRA’s, Bankers, Technology, and the wider ecosystem) to ensure our internal processes support great customer experience across multiple touch points, products, services & channels.
• Analyse the relevant customer data sources such as complaints, market research, satisfaction / survey feedback etc.
• To provide a holistic view of our existing customer journeys & experience.
• Work with frontline colleagues to generate practical solutions to enhance client on-boarding  experience.
•   Use data and insights to proactively identify gaps in client experience and ensure that seamless client onboarding experience.  
•   Work in-conjunction with designated segment or region to update relevant processes to track the impact of business activity on the customer as well as the financial impact of the process improvements.
•   Collaborate with designated segment/ regional front line team through utilising customer feedback loops to create customer journey maps that inform efforts to be prioritised for an enhanced customer experience.
•   Drive, implement and continuously improve simplicity in Client onboarding journey by actively identifying and solutioning for identified gaps.

Education and experience required

• B-degree in Banking, Business Management/Commerce (NQF level no.7 or equivalent. Post graduate degree, NQF level no.8+, desired)
• 5 - 8 years professional experience, at least 3 - 4 years at a management level

Education

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

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised