Job Openings at Absa

Job Summary

• To provide leadership in managing the Fraud Operations specifically focusing on the experience of the customer and the delivery of the desired customer experience, identification of potential fraud, fraud trends and resolution thereof. Translate strategies into actionable goals and execute relevant projects /Initiatives aligned to Group Fraud Strategic objectives with specific performance measures and control systems to track progress.

Job Description

Key Accountabilities:

Process

Set business plans and contribute to strategic objectives 

•  Partner with Fraud strategy to develop the fraud strategy based on data driven insights.
•  Translating strategic plans into operational processing objectives and tactical plans, ensuring a competitive processing offering to the Absa Group.
•  Manage the Fraud Management Systems and identify innovative solutions in order to effectively identify fraud.
•  Effectively manage new rules implemented by Fraud Strategy to ensure effective Hit rate and provide input into latest fraud trends to assist with effective rule creation.
•  Understand the overall fraud environment, its dynamics, strategies and initiatives to enable achievement of business objectives through optimal delivery across customer interface and relevant cross functional areas.
•  Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs as agreed with business and Fraud Strategy to close the gaps.
•  Engage, understand and leverage Fraud Ops strategies (people, processes and systems), being established across the Group, to drive global common best practice solutions.

Business Operations Management 

•  Drive the alignment of Fraud Operations services with the requirements of Fraud Strategy, Fraud Forensic Investigations, Products and Segments, ensuring alignment and cooperating effectively with other business unit delivery requirements across the Group.
•  Lead rigorous demand management (SLA determination, forecasting & variance analysis) aligned with balanced capacity management (resource & material requirements planning).
•  Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Operations. Objectives include (but are not necessarily limited to) employee satisfaction, customer satisfaction including Net Promoter Score (complaints per thousand), cost performance, risk and compliance conformance, as well as ethical and rigorous governance.
•  Oversee continuous improvement in the analysis of fraud and case management systems and information technology architecture, driving recommendations for enhancements to Group and other relevant stakeholders with a view to consistently driving workflow efficiencies.

 Perform governance and oversight as a leader on selected management/steering

• committees, if necessary, to provide guidance and control governance oversight with regard to their target performance, interpretation of the environment within which these businesses operate, determination of strategic and tactical initiatives, agreement in decision-making and the driving of corrective actions to ensure that the business objectives of these business units are also met.
•  Drive cost efficiencies and govern allocated budgets to optimise both business efficiency and financial performance for Fraud Operations.

Innovates and Champions Change Management 

•  Oversee the design, measurement and continuous improvement of business intelligence, management information, balanced scorecards (OLI, SLA, KPI) and executive reporting related to Fraud Operations’ performance. Based on findings and trends identified, direct gap analyses, SWOT analyses, and advises recommendations about strategies to enhance performance achievements.
•  Nurture a culture of continuous improvement by consistently driving the re-engineering of business processes.
•  Direct a pioneering culture that continually drives strategic opportunities and operational efficiencies.
•  Drive performance measures determined against leading global benchmarks to deliver operational solutions.
•  Provide guidance to the team on methods to achieve world class standards of efficiency and service, continually striving to enhance existing processes.

Risk and Control 

•  Sustain long-term business continuity by proactively identifying potential business risk and designing and governing controls to mitigate such risks.
•  Take accountability for all risk events and the delivery of specified and agreed upon controls.
•  Direct the reporting of a risk and governance controls that ensures actions are understood and implemented by all team members. Manage the process by overseeing that key risk controls are recorded, monitored and effectively mitigated.

 Review and sign-off detailed risk control assessments (RCA).

•  Report on all risk indicators including financial losses, overpayments, fraud, etc. in the required format to senior governance.
•  Ensure all risk and compliance breaches are escalated to the correct stakeholders within appropriate timescales.
• Provide Leadership for effective People and Team Management 
•  Fulfil all people management responsibilities at both team and unit level in line with the Bank’s people management strategy.
•  Establish and develop a professional culture for fraud identification and control, processing design and fulfilment expertise. Establish aspirational standards and recognition as a centre of excellence for the execution of fraud operations.

 Encourage sharing of fraud knowledge and industry best practice internally.

•  Grow business leaders in the organisation by empowering people to exercise their potential as leaders within a Fraud and operations environment.
•  Attract, nurture, develop and retain world-class talent for the unit and the wider Bank.
•  Define and direct training and development needs for the direct leadership team. Also overseeing that the indirect teams are adequately trained and developed.
•  Encourage innovative recognition and reward schemes aligned to the overall recognition reward system of the organisation.
•  Propagate a culture of treating customers fairly (TCF) and delivering on the Voice of the Customer (VoC) through an enabling and business innovation culture. Drive and participate in the initiatives related to TCF.
•  Create a supportive climate for participation and commitment with motivated employees.
• Drive people development and growth through: managing talent and succession planning within the team; mentoring and coaching; providing and supporting training and development and cascading the flow of technical knowledge.
•  Drive the continuous development of intellectual capital and people by leadership within the business, diversity management and retention management.
•  Proactively drive cohesion across departments and manage conflict when required.
•  Deal with underperformance issues when required.
•  Oversee and get involved in team’s engagement in people management functions, including but not limited to:

 Recruitment with Human Resources

   Providing insight into the recruitment

 Specifications and identification of talent;

•  Planning and developing resources for optimisation;
•  Utilizing disciplinary and grievance processes when required;
•  Driving performance development for all employees.

Stakeholder Management 

•  Develop and enhance network and relationship building to align the team with business partners within the organisation as well as strategic stakeholders.
•  Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of the industry and understanding of relevant regulatory requirements.
•  Develop and maintain partnerships with local industry institutions, and fraud/loss prevention organizations/Industries in the community.
•  Build strong relationships with industry peers and best practice on fraud schemes and losses.

Role Specification

• The role holder should have solid fraud operations domain skills; implementing the strategy and driving the right outcome – prevention, investigation and cure, maximising customer experience while minimising costs and losses. A pro-active stay ahead of the game mind-set is key.
• Must be approachable and collaborative, thrive in a fast-paced dynamic environment, and be comfortable quickly shifting priorities on short notice.

Competencies

•  Values Driven
•  Digitally Empowered
•  Customer Obsessed
•  Exceptional Team Player
•  Creative Problem Solving
•  Drives Results
•  Pan African Citizen

Minimum Requirements

•  NQF Level 6
•  Preferred BCom degree
•  3 years leadership experience
•  Five years of prior experience in loss prevention/risk management including operations management experience.

Knowledge of Fraud Risk (Solid)

•  People Management (Advanced)
•  Financial and Cost and Budget Management (Advanced)
•  Strategy development and execution (Advanced)
•  Quality Management (Advanced)
•  Knowledge of Banking (Solid)

General

The appointment will be made in line with the Divisional Employment Equity strategy

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

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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

go to method of application »

Job Summary

Our Client Onboarding team prides itself in close partnership with the business by continuously translating the vision for Banking Operations for Corporate Investment Bank into action by leading the day to day operations for client experiences within the Group and client regulation requirements as well as products on-boarding for clients utilising CIB products to achieve maximum customer satisfaction within the specified SLAs.

As the Head of CIB Client Onboarding, you will contribute to the creation and improvement of processes and practices that improve customer service, increases productivity and effectiveness by leading the Centralised Centre of Excellence for the creation of identities for the management of credit exposure, client hierarchy and buying centres by fostering adherence to KYC / Anti Money Laundering within CIB and liaising with key stakeholders and Heads of various functions.

 

 

Job Description

As the Head of CIB Client Onboarding, you will contribute to the creation and improvement of processes and practices that improve customer service, increases productivity and effectiveness by leading the Centralised Centre of Excellence for the creation of identities for the management of credit exposure, client hierarchy and buying centres by fostering adherence to KYC / Anti Money Laundering within CIB and liaising with key stakeholders and Heads of various functions.

 

Key Accountabilities

• Drive sustainable cost and processing efficiencies through continuous innovation, industry benchmarking and alignment to best practices

• Lead anti money laundering remediation programs

• Stay abreast of industry trends and role players and ensure that the Business Unit is well positioned to provide competitive and industry leading services

• Drive the proactive negotiation of service level contracts with business unit heads with a continued focus on improved performance, reduction in turnaround times and reduced cost

Education and Experience Required

• Bachelor’s Degree or equivalent

• Post graduate business qualification

• 15 years of relevant experience of which 7 at a senior management level

• FICA, Sanction and Anti Money Laundering Regulations

• Relevant Banking Policies, Procedures and Regulations

• Project and Operational Management

• Integrated Banking Systems

• Financial Management

• Strategy Development and Implementation

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