Service Management Senior Specialist at Absa

Job Summary

To provide advice and support in practice formulation and associated best practice improvement tactics; enabling the provision of specialist customer service expertise.
Job Description

• To provide People Experience Key Account Management services

Description

• Trusted strategic partner and advisor
• Manages stakeholder engagement: Communicates effectively with stakeholders to build and maintain relationships. Regular engagements and good rapport / relationships maintained
• Regular and structured assessment of service delivery against agreed metrics and service catalogue
• Stakeholders informed of upcoming People Experience projects, developments and deployments
• Country/ cluster/ function requirements and feedback fed into People Experience Service Lines, CoEs or Functional areas
• Professional partner in addressing escalations
• Support the embedment of business processes and new ways of work
• Implements and manages customer services tactical plan and goals to maximise the customer experience. Collaborates with team to design solutions with the goal of enhancing customer service and building relationships with the customer to enable People Experience customer value proposition Regarded as PX brand ambassador
• Compliance to Absa policies, legislation and regulation and management of team’s adherence to compliance training
• Optimizes operational excellence by implementing customer services: Implements and manages customer services tactical plan and goals to maximise the customer experience.
• Collaborates with team to design solutions with the goal of enhancing customer service and building relationships with the customer to enable the organisations customer value proposition.
• Manages customer services targets to build customer loyalty: Works according to targets to increase the quality of the customers’ experience and commits to the service targets.
• Manages stakeholder engagement
• Communicates effectively with stakeholders to build and maintain relationships.
• Strategic input into financial planning
• Informs financial budgeting process, by providing trend analysis for past and future customer service performance.
• Oversees the governance for Customer Services team
• Compliance to Absa policies, legislation and regulation and management of team’s adherence to compliance training. 
• Team leadership and people development and growth: Motivates and supports team to reach targets.
• Manages talent and succession planning within team as well as performing mentoring and coaching when required.

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