Senior Manager: Customer Care & MI Insights at Absa Group Limited (Absa)

Job Summary

• To lead the integrated Customer Care and Insight Management Information (MI) capability for Personal and Private Banking South Africa. This role ensures that customer complaints, feedback, and experience data are transformed into actionable insights that drive service excellence, regulatory compliance, and strategic business improvement.
• Customer Care & Insight MI Manager acts as a bridge between customer care operations, analytics, and executive decision-making—ensuring that every insight and escalation contributes to Absa’s “Customer First” strategy and supports the bank’s regulatory and reputational commitments.

Job Description

Key Accountabilities

Complex Complaint Handling & Resolution (30%)

• Lead the resolution of high-risk, escalated, or regulator-referred complaints (e.g., Ombudsman, FSCA) across PPB.
• Ensure customer outcomes comply with Treating Customers Fairly (TCF), FAIS, NCA, POPIA, and internal standards.
• Partner with Legal, Compliance, Product, and frontline teams to address root causes and close feedback loops.
• Track and analyse complaint trends, themes, and systemic issues to inform strategic interventions.

Customer Insight & MI Management (30%)

• Oversee the design, consolidation, and interpretation of all Customer Care and CX-related MI, including VoC, NPS, CES, and complaints data.
• Translate quantitative and qualitative data into actionable insights and executive-level reporting.
• Develop and maintain interactive dashboards (e.g., Power BI, Tableau) and data models to monitor service health and customer sentiment.
• Partner with analytics teams to ensure data integrity, consistency, and automation of insight reporting.
• Identify emerging customer and reputational risks through proactive trend analysis and predictive MI.

Customer Experience Strategy & Continuous Improvement (20%)

• Integrate insights from care and feedback channels to drive service design and operational improvements.
• Support CX and business unit leaders in embedding customer-led metrics and decision-making frameworks.
• Provide strategic input into product, channel, and service design initiatives using data-driven insights.
• Lead post-resolution reviews to ensure sustainable solutions and reduced recurrence.

Stakeholder Engagement & Executive Reporting (10%)

• Represent Customer Care & Insight at governance and leadership forums such as MANCO, CX SteerCos, and Risk Committees.
• Deliver executive summaries and recommendations to senior management, influencing strategy and investment decisions.
• Collaborate cross-functionally with Product, Operations, Risk, and Digital teams to embed insight-driven decision making.
• Partner with the Group MI and Data teams to align PPB reporting standards with enterprise frameworks.

Risk, Governance & Compliance (10%)

• Ensure complaint-handling and data-reporting processes align with all applicable regulations (FAIS, NCA, POPIA, TCF).
• Prepare reports and submissions for audit, compliance reviews, and regulatory enquiries.
• Maintain transparent governance around data sources, accuracy, and lineage for all customer MI outputs.
• Champion ethical data usage and responsible handling of customer information.

Education & Qualifications

• Minimum: Bachelor’s Degree in Business, Banking, Data Analytics, or related field.
• Preferred: Honours or Postgraduate qualification in Customer Experience, Business Analytics, or Strategic Management.
• Certifications: Data Analytics / BI certifications (e.g. Power BI, Tableau), FAIS or Compliance certifications beneficial.

Experience Required

• Minimum 8–10 years’ experience in customer care, experience analytics, or MI management within the South African banking sector.
• Demonstrated experience managing complex complaint and insight ecosystems across multiple products and channels.
• Proven record of translating data and insights into tangible service or process improvements.
• Exposure to regulatory engagement and internal governance forums (MANCO, CX SteerCo, Audit Committee).
• Cross-functional experience with analytics, risk, product, and operations teams.

Education

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

End Date: November 14, 2025