Current Openings at Absa Group Limited (Absa)

Job Summary

• Provide specialist support in the development of the Customer Strategy for Fraud Solutions.
• Provide specialist support in the development and implementation of initiatives related to Customer Communications, Customer Experience, Customer Service, Customer insights, Voice of the Customer and TCF requirements that drive the Customer Strategy. 
• Work closely with Group Customer Experience teams to ensure customer experience initiatives in the area are aligned to group strategy and practices.
• Analyse and understand fraud incidents to elicit fraud modus and trends, and gather, interpret and use customer research and data to understand customer needs and expectations to guide business and enhance and improve customer experience, processes, and procedures.
• Conduct Customer Experience meetings, and workshops with Absa teams across the Group, including internal and external Customer Education.
• Assist in development and delivery of business process, control, system and functionality improvements, progress and advance the Fraud Customer Journey - either as a standalone project or as part of wider programme of change.
• To provide a service and manage the customer experience by driving resolution of customer complaints and customer unhappiness for Fraud Solutions.
• Transfer knowledge and training the teams, keeping the team updated with current fraud and CX knowledge and trends.
• Job Description
• Accountability: Solutioning & Advisory 
• Serve as subject matter expert for CX across all fraud channels and assist in delivering projects which lead to the creation of an industry leading customer experience.
• Drive the execution of the Fraud Solutions Customer Strategy in collaboration with Functional support and oversight.
• Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client.
• Critically evaluate fraud modus operandi, customer complaints and Voice of Customer surveys to assess control weaknesses for enhanced service offering and identify opportunities to mitigate negative customer experience.
• Develop and deliver relevant customer awareness and education based on understanding of fraud threats and trends.
• Define and conduct (or partner with others to conduct) appropriate research activities, evaluate findings and formulate insights to guide and advise business on actionable steps to enhance and improve CX
• Develops solutions and redesign processes as well as deliver ongoing customer experience improvements and innovations from various information points to provide Absa with sources of significant differentiation and competitive advantage.
• Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation.
• Work collaboratively in a team and document functional requirements and prioritization from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress.
• Propagate a culture of treating customers fairly (TCF) and adhere to TCF principles.
• Transfer knowledge and training within the broader fraud solutions team around the latest CX and fraud topics and trends.
• Accountability: Accountability: Customer Experience Enablement 
• Work with insight teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identification of opportunities to leverage this information through great customer experiences through benchmarking, reviews and surveys.
• Defining, designing and delivering solutions that drives Fraud Solutions Book of Work.
• Understand and help mitigate potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks.
• Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs to close the gaps.
• Provide assistance on the ideal ‘fraud customer experience’ by helping to develop key capabilities that differentiate clients and meet consumer needs.
• Develop solutions that will enable Fraud Solutions team members to provide a sustainable, proficient and professional level of service to customers, additionally enhancing the employee experience.
• Develops solutions to solve repetitive customer failures derived from roots causes and insights that adversely affect customer experience.
• Implement specific service initiatives tailored to the targets agreed for customer service level improvements for the BU (NPS, Customer Satisfaction Index, Complaints, Quality, etc.).
• Develop and deliver the customer communication artefacts to be executed as part of the customer engagement process.
• Continuously review experience measurements to ensure best proactive adoption actions and addressing gaps.
• Accountability: Stakeholder Relationship Management 
• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences and effective change that drive customer intimacy and operational effectiveness, leveraging best practice.
• Build comprehensive networks and sound relationships with businesses required across the Fraud value chain including Fraud industry counterparts. influence ways of working.
• Engage with Hub Heads and the Fraud Solutions teams to effectively develop and implement new solutions and deliver on the customer strategy.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.
• Develop and maintain effective relationships with supplier and internal business partners to ensure better support towards Fraud Solutions - strategies, customers, and colleagues.
• Develop and maintain effective relationships with key industry bodies and play an active role in industry related initiatives.
• Build working relationships with the respective internal and external stakeholders and keep them abreast of the fraud trends, root causes, customer experience and service performance.
• Guide and motivate Fraud Solutions Colleagues during business change.
• Accountability: Customer Unhappiness Resolution 
• Receive, prioritize and resolve and or support resolution and respond to Complaints obtained through various complaint lines.
• Identify areas where consistent problems occur and provide input into and offer solutions which can be used to minimize or remove the reoccurrence of the specific complaint type.
• Ensure proactive actions are taken to enhance positive customer experience.
• Accountability: Risk and Control 
• Ensure that processes, control requirements and risk management frameworks relating to projects is designed and maintained in accordance with the Fraud Solutions governance. Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.
• Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.

Education

• Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)

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Job Summary

• Deliver day-to-day knowledge work, in order to execute predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

• Administrative and Operations Support: Provide administrative underwriting and operations support against standard operating procedures. | Ad Hoc Duties: Provide support to customers and team as required to ensure team performance on an ongoing basis. | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards.
• FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service):
• FSCA-Approved Qualification
• Regulatory Exam for Representatives (RE5)
• Experience As Per the FAIS Act
• Product Specific Training once Onboarded
• Class Of Business Training
• Continuous Professional Development
• Attest To Honesty, Integrity, and Good Standing

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Job Summary

• In this role you will be responsible for delivering and administering all procedures pertaining to the processing of Trade Finance related products and services as received from Trade Middle Office post fit for processing checks and within required SLAs. This includes but is not limited to Letters of Credit, Documentary Collections, BGIs (Bonds, Guarantees and Indemnities), Open Accounts products e.g. RF, SRF, SF. FI Trade and Trade Loans, Irrevocable Reimbursement Undertakings (IRUs).

Job Description

Your key accountabilities will include;

• Performing transaction processing with a high degree of accuracy and in accordance with policies and procedures.
• Fulfilling all functions relating to reconciliations, settlements, monitoring and reporting requirements.
• Acting as a consultant or releaser for various transactions however would not be able to do and release its own transactions.
• Processing client instructions within agreed Service Level Agreement (SLA)
• Checking that all information received is in accordance with the required standards.
• Validating and obtaining an exchange rate where necessary
• Capturing Excon Rulings as received and in accordance with Central Bank requirements
• Capturing the correct Balance of Payments (BOP) category.
• Ensuring that signatories, indemnities and credit have been authorised
• Providing a high quality of service to all clients within agreed SLAs
• Ensuring high quality of communication to internal and external clients, both verbal and written.
• Ensuring adherence to quality standards to avoid risks to the Bank through effective & efficient management of transactions.
• Drawing Day End listings and action accordingly to ensure that all work received is and actioned on the same day.
• Providing suggestions to the line manager on improvements and solutions based on knowledge of the trade value chain.

Send in your application if you have;

• An applicable Degree or Diploma with 3 to 6 years related experience
• 3 to 5 years in Trade Finance Products
• Preferably with CDCS – Certified Documentary Credit Specialist (For FI and Documentary Trade)

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)
   

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Job Summary

• To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Seychelles. Please contact Reward for details.

Job Description

• Customer Service: Respond efficiently, accurately and courteously to all customer service matters, complaints, requests | Support the development and maintenance of processes in Customer Services Centre: Adhere to all processes in the CMP Customer Services centre and identify opportunities to improve Client Servicing processes | Monitor and control risk associated with the Customer: Ensure that all activities performed in providing Customer Services comply in all respects with Absa's risk and compliance policies and procedures as well as legal and regulatory requirements | Stakeholder Management: Establish and maintain good professional relationships with relevant stakeholders so as to remain abreast of their needs and issues and respond rapidly and effectively | Self-development: Owning and being proactive about own training and development | : | : | :

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
   

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Job Summary

• Support the Relationship Executive in the optimisation of profit and economic value for portfolios of Premium  Business key account clients requiring high complexity commercial banking requirements by focusing: 
• origination efforts to quire new clients; 
• cross-sell to existing client base; 
• coverage efforts to service clients in accordance to the segment CVP

Job Description

• To support the Relationship Executive with the day-to-day administrative functions, portfolio management, entrenchment, and operational functions for an allocated Growth portfolio. To ensure that all compliance requirements within the portfolio are met and act as a central contact point for the client, providing sales and service fulfilment aligned to segment targets.
• Portfolio Management: Ensure appropriate management of respective portfolios that includes but not limited to client engagement, portfolio performance management, reporting and executing of client requirements.
• Business Development: Agree financial targets/new business targets and set out tactical plans to achieve this on an annual basis.
• Risk Management: Ensure that portfolio meets the required risk management standards.

Qualifications

Minimum Qualification

• NQF6 (FAIS recognised).

Experience Required

• 3-4 years previous experience as an account analyst or similar position to gain exposure to lending principles and customer service.
• Business banking experience will be advantageous.

Behavioural Competencies:

• Adopting Practical Approaches.
• Articulating Information.
• Checking Details.
• Coordinating People.
• Embracing Change.
• Technical Competencies:
• Customer Acceptance & Review (Business Banking).
• Financial Statements Analysis and Interpretation.
• Product Knowledge (Business Banking).
• Risk Identification.
• Risk Management and Mitigation.

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies

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Job Summary

• Build high-performing, scalable, enterprise-grade applications & build capability in others to do the same. This includes but is not limited to applying critical thinking, design thinking and problem solving skills in an agile team environment to solve complex technical problems (Front End, Back End and Integration) with high quality solutions & leading all phases of the development lifecycle to deliver.

Job Description

• DevOps
• Apply critical thinking, design thinking and problem solving skills in an agile team environment to solve complex technical problems (Front End, Back End and Integration) with high quality solutions
• Contribute to and in some cases lead all phases of the development lifecycle including e.g. design process
• Determine operational feasibility of solutions by evaluating analysis, problem definition, business requirements, solution development and proposed solutions
• Develop high quality software / application design and architecture in a test driven & domain driven / cross domain environment
• Quickly produce well-organised, optimized, and documented source code to deliver technical solutions
• Ensure designs & solutions support the technical organisation principles of self-service, repeatability, testability, scalability & resilience
• Apply general design patterns and paradigms to deliver technical solutions
• Create & Maintain Sophisticated CI / CD Pipelines (authoring & supporting CI/CD pipelines in Jenkins / Azure Devops or similar tools and deploy to multi-site environments – supporting and managing your applications all the way to production)
• Use & configure modern observability techniques to provide a deeper understanding of the application. To do this, leverage e.g. aggregated logging via ELK stack, metrics via Prometheus / Grafana / NewRelic and distributed tracing like Zipkin/Jaeger etc.
• Automate tasks through appropriate tools and scripting e.g. Docker, Ansible, Kubernetes
• Debug existing source code and polish feature sets.
• Work with guilds and other technical SME’s to improve and evolve technical products and services
• Apply unit testing frameworks and perform integration, validation and verification testing (apply knowledge of stubbing tools e.g. wiremock, hoverfly etc.)
• Apply version control and related concepts and techniques
• Align all application development & development process to Group Architecture, Security & Infrastructure guidelines
• Work with project & program teams (when required) to plan & manage the development lifecycle e.g. releases, risk management, testing, integration etc.
• Conduct reviews, performance monitoring & ongoing optimization and maintenance on applications
• Stay ahead of the curve on emerging technologies and development practices e.g. scripting languages, containerization etc.
• Contribute to the design & evolution of Group Architecture, Infrastructure & associated technical standards for the organization
• People
• Coach & mentor other engineers
• Conduct peer reviews, testing, problem solving within and across the broader team
• Provide technical subject matter expertise and support in the attraction and recruitment of Product Engineers for the organization
• Participate as a subject matter expert in the development & development planning of the broader product engineering team
• Support the people change teams in the design of adoption processes (Customer, Employee & 3rd Party Adoption)
• Risk & Governance
• Identify technical risks and mitigate these (pre, during & post deployment)
• Update / Design all application documentation aligned to the organization technical standards and risk / governance frameworks
• Create business cases & solution specifications for various governance processes (e.g. CTO approvals)
• Participate in incident management & DR activity – applying critical thinking, problem solving & technical expertise to get to the bottom of major incidents
• Deliver on time & on budget (always)

Education

• Bachelor's Degree: Information Technology

go to method of application »

Job Summary

• Deliver day-to-day knowledge work, in order to execute predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

• FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service):
• FSCA-Approved Qualification
• Regulatory Exam for Representatives (RE5)
• Experience As Per the FAIS Act
• Product Specific Training once Onboarded
• Class Of Business Training
• Continuous Professional Development
• Attest To Honesty, Integrity, and Good Standing

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

go to method of application »

Job Summary

• Provides financial services to meet client specific needs to promote, market and sell Financial Solutions in accordance with relevant legislation, to meet sales targets and achieve strategic business objectives.

Job Description

• Sales Target : Proactively make self-initiated contact with customers in order to deliver against the required sales targets | Collaboration : Constantly seek to improve ways of working by challenging the status quo and supporting an
• empowering climate within the team, sharing knowledge, experience, best practice and
• providing constructive feedback as required. | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards | Customer Experience: To provide service excellence and achieve customer satisfaction | : | : | : | :

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies

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Job Summary

• Support high-performing, scalable, enterprise-grade application design & development for Salesforce in agile teams by producing, testing, documenting & reviewing source code.

Job Description

Overall Job Purpose

• To deliver the design, configuration, customisation, coding, testing, deployment, implementation, documentation, and debugging of Salesforce solutions in accordance with agreed standards and best practices.
• Work closely with testers to automate functional tests
• Diagnose production issues and provide assistance to production support staff (Third level support)
• Consistent participation in agile methodologies and practices
• To manage development timelines
• The Salesforce Developer is accountable for
• Coding software in keeping with given specification and according to defined programming guidelines (e.g., methodology, structure, code comments).
• Preparation of test data and unit testing of the developed new software or changes to existing software.
• Fixing bugs in the software based on testing results.
• Preparing technical documentation guides for the software.
• Plan & Organise
• Develop and execute unit test plans.
• Assist in the preparation and documentation of software requirements and specifications.
• Plan, design and conduct tests of programs; correcting errors and re-test to achieve an error-free result.
• Provide guidance and assistance to colleagues in any aspect of program design, creation, testing and documentation.
• Take part in reviews of own work and can assist reviews of colleagues' work.
• Delivery & Support
• Update, modify, enhance and deploy solutions.
• Configure and customize Salesforce applications in keeping with given design and specification.
• Conduct unit testing as specified in the unit test plan, and document the outcomes in order to ensure that the code developed is error free.
• Implement fixes to resolve any identified unit and system testing issues / errors.
• Assist with all test phases and implement fixes according to identified errors.
• Analyse, identify and troubleshoot issues encountered in production and / or reported by customers / users by analysing and debugging code.
• Adhere to quality guidelines and standards for all activities (e.g., naming conventions, code comments).
• Create documentation (e.g. maintenance guide) for all new projects and store the completed documentation in an appropriate repository.
• Update existing application documentation to reflect program changes.
• Work with trainers, technical writers, and Organizational Change Management professionals to develop user support materials.
• Support software implementation activities (e.g., deployment installation, configuration, customization, integration, data migration) as required.
• Review changes made by other team members to identify discrepancies and errors and to ensure quality of work and adherence to standards and guidelines.
• Create a detailed software design at application / module level in collaboration with the solutions architect/business analyst/system analyst.
• Review test plans and test results of other team members to ensure that all test scenarios have been considered and tested.
• Review documentation created by other team members to ensure that the documentation incorporates all system development and code changes.
• Provide technical guidance and training to other developers within the organisation.
• Attend relevant project progress review sessions and provide feedback when required.
• Participate in software release and post-release activities, including support for product launch (e.g., developing demonstrations and samples).
• Monitor & Evaluate
• Monitor software performance tests on new and existing programs for the purposes of correcting errors, isolating areas for improvement, and general debugging.
• Generate statistics and prepare and write reports for management and / or team members on the status of the programming process.
• Evaluate results of testing of the programs to identify scope for improvement in development activities.

Education and Experience Required

• Bachelor’s degree in Information Systems or related field, optional.
• Salesforce developer and administrator certification, compulsory
• Knowledge of at least one current programming language methodology, compulsory.
• Specialization in at least one current programming language and methodology, compulsory.
• Minimum of 6 months - 1 year experience in Programming in relevant programming language(s).
• Minimum of 6 months - 1 year experience in Salesforce administration and development

Experience in Development.

• Experience/exposure in Quality Assurance.
• Exposure to Testing.

Knowledge & Skills: (Minimum of 3)

• Results orientation
• Strong analytical and problem solving skills
• Excellent written and oral communication skills
• Understanding of the business context
• Team player – approachable, ability to share and consult others
• Time management – adherence to business timelines and schedules

Competencies: (Minimum of 3 competencies)

• Analysing (Familiar with)
• Delivering Results & meeting customer expectations (Awareness)
• Presenting & Communicating Information (Familiar with)
• Learning & Research (Familiar with)
• Creating & innovating (Familiar with)
• Deciding & Initiating action (Familiar with)
• Working with people (Familiar with)

Skills

• Programming languages  - JavaScript, HTML5, jQuery, CSS, Java, C++
• Development technologies  - APEX, Visualforce, migration tools, SOQL, web services
• Development tools/platforms & other tools – Lightning App Builder,  Force.com, Eclipse IDE, Git
• Salesforce platform and other – Lightning experience, Salesforce App Exchange
• Salesforce Clouds/Modules – Sales, Service, Financial Service
• Project methodology – Agile, DevOps

Education

• Bachelor's Degree: Information Technology