Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise the possibilities on our continent and beyond.
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Job Description
Key Responsibilities:
- Strategic Oversight & Governance:
- Lead the implementation of the Payments & Reporting Centre of Excellence (P&R COE) across ARO countries, ensuring alignment with domestic, regional, pan-African, and international standards.
- Performance & Compliance Monitoring:
- Facilitate visibility of compliance, risk, performance indicators, and strategic alignment with both bank and ecosystem requirements.
- Stakeholder Engagement:
- Represent ARO countries at the Centre on all matters related to payment processing—including change initiatives, compliance, strategic alignment, risk events, and audit findings.
- Regulatory Assurance:
- Provide assurance that South Africa’s prudential requirements are upheld and that ARO payment operations do not contribute to any deterioration in compliance.
- Governance Leadership:
- Establish and lead payment operations governance forums to ensure transparency, accountability, and alignment with broader business conduct requirements.
- Network Building:
- Create and maintain a robust network to support Centre oversight and supervision across all ARO entities.
- Risk & Audit Collaboration:
- Work closely with 1st and 2nd line defence functions and internal audit to ensure payment operations are independently validated and compliant with all relevant norms and regulations.
Education & Experience Required:
Academic Qualifications:
- Undergraduate degree with 10+ years of experience in payments and payment operations, or
- Diploma with 15+ years in a senior role in payments and payment operations.
Professional Experience:
- 7–10 years of payment operations experience across the African continent.
- 5+ years of experience in national, regional, and cross-border payment ecosystems.
- Deep understanding of regulatory requirements impacting domestic and international payments.
- Strong knowledge of risk and compliance governance.
- Experience managing Head Office oversight of payment operations across multiple jurisdictions.
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
End Date: December 29, 2025
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Job Description
Key Accountabilities:
Accountability: To establish and maintain a professional relationship with all stakeholders (Client, Bank personnel, product providers and Adviser Support staff)
- Participate in reciprocal leads activities and sales/pipeline meetings to identify opportunities for new or repeat business, and fully utilising Absa’s bancassurance structure.
- Assess client’s needs through use of recommended needs analysis tools, ensuring that the client is aware of the full value proposition offered by AIFA.
- Prepare recommendation and quote for appropriate risk and investment solutions based on the client’s individual needs and profile.
- Present recommendation to clients, ensuring that all FAIS regulations are followed regarding advice given.
- Follow all the steps in the designated client engagement process as specified by Absa Advisers.
- Provide regular feedback to the Regional Manager on actions taken to progress the lead to business.
- Network, on an ongoing basis, with all stakeholders in Everyday Banking (PGM’s and Regional Managers) and elsewhere by attending their meetings and social gatherings to position the Absa Advisers' value proposition to the Bank and to the clients
Accountability: Meet sales and/or growth targets
- Do activity planning by identifying the clients to be approached/contacted during a particular period in conjunction with Everyday Advice Executive.
- Using the leads information provided by the source and or Regional Manager listings, as well as leads sourced through own prospecting activities and determine the client's financial needs.
- Make exclusive use of Absa’s Financial Needs Analysis tool (Avalon from Aug 2024 onwards) to conduct a comprehensive Financial Needs Analysis for the client.
- Obtain the client's consent to access his/her existing policy information by getting him/her to sign the relevant documents to
- get a comprehensive view of the client's financial needs.
- Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate products and or solution(s) to address financial needs.
- Generate and discuss a formal recommendation including product quote(s) for the client.
- On acceptance of part or all the advice recommendations, complete the necessary product application forms and ensure that the client signs the forms to indicate his/her consent to engage in a transaction(s).
- Gather, generate, and complete all the necessary compliance documentation (e.g., Client Advice Record, copy of ID, Financial Needs Analysis, FICA).
- Submit the proposal forms to the relevant product providers for processing.
- Ensure that the issued policy aligns to the recommended product.
- Review the client's portfolio at a minimum of once a year and contact the client based on the adviser and client agreed contact strategy to maintain a healthy client relationship.
- Provide a report back to the Regional Manager and Everyday Banking stakeholders on the strike rate (i.e., the number of leads provided that were converted to business) where applicable.
- Seek business opportunities from external sources as necessary to grow the book of business and reciprocate leads to Regional Managers and PGM’s.
Accountability: Manage own commission earnings
- Capture the correct Policy Relevant Information (PRI) number on the Commission system.
- On a monthly basis, check the accuracy of the commission statements received from the Broker Commissions department.
- Verify that all the PRI numbers reconcile to the commission paid and reflected on the statements Keep the client database up to date by ensuring that new clients are added to the database.
- Follow up on unpaid premiums and lapses by contacting the clients to establish the reasons for the problems Manage the suspense account timeously by clearing it on the system at month end.
Accountability: Practice Management
- Ensure that staff members (Adviser Assistants) have a clear understanding of their roles and responsibilities within the adviser practice.
- Arrange for staff members to receive the relevant training (Absa programs for the Interns) e.g., systems training, product training and operational training.
- Provide coaching and mentoring to assistant(s) with regards to facilitate knowledge and skills development.
- Participate performance development (PD) discussions as required by the Absa performance management standards.
- Take the necessary corrective actions in cases of underperformance in consultation with the Regional Manager. Implement controls with regards to compliant record keeping in accordance with minimum Absa business standards (i.e. FAIS, FICA, FSB and)
- Liaise with Provincial Operations Office) with regards to maintenance of systems and equipment and provision of other services
- Complete all the required compliance exams in the specified timeframes (e.g. Anti-Money Laundering, Sanctions, BCM, Basic Financial Crime Concepts).
- Remain fit and proper as required for FAIS flagged roles.
- Provide monthly feedback to the branch, and Business Bank, regarding non-interest income (seat costs) and cross-selling opportunities
- Segment the client base according to profile, income potential and commission income.
- Engage with business development strategies with the support of the Regional Manager and our practice management subject matter experts to maximise the sustainability of the adviser practice.
Accountability: Personal Development
- Attend all the required training to attain accreditation to market Absa approved products.
- Attend all the requisite internal training (i.e FAIS-related programs/courses).
- Attain the required FAIS credits in order to attain Fit and Proper status
- Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency)
End Date: December 23, 2025
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Job Description
Devops & Support
- Apply critical thinking, design thinking and problem solving skills to solve technical problems on existing applications
- Implement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
- Provide efficient and effective support of applications including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs
- Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for production IT services to prevent and to minimize issues
- Maintain correct and current application documentation and making it available to application users
- Oversee application implementation and configuration, patches, upgrades and maintenance, and ensure that application performance meets agreed SLAs and OLAs
- Ensure minimal business operations impact due to upgrades and maintenance activities
- Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues
- Manage applications throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services services
- Coordinate & communicate across Tribes & Squads (all businesses) to successfully complete application upgrades
- Coordinate with infrastructure & architecture teams to ensure that the impact of system / platform migrations on applications is minimised
- Develop and maintain knowledge in application functionality, user workflow, and business processes
- Develop sufficient knowledge of application infrastructure (server, network, security) & broader organization architecture to assist with application upgrades and troubleshoot issues
- Compile and maintain inventory of applications and related details
- Manage and provide support aligned to all SLA’s
- Develop the skills required to operate and maintain the technical products & services (applications)
- Ensure that a backup system for applications and files associated with business operations is in place
- Advise on software installation and upgrades, troubleshoot problems and provide resolutions.
- Work with Information Security teams to define and implement access permissions for applications
- Develop and maintain expertise in application functionality, user workflow, and business processes.
- Receive and screen user programming requests for new applications or modifications, and determine appropriate priority and response.
- Develop and communicate training and documentation for end users.
- Act as a liaison between business stakeholders and customers, external solution providers, and IT stakeholders for application support specific requirements
- Develop and / or assist with the development and / or execution of project plans for application upgrades
- Provide input to current and future application requirements to meet the organization's needs
- Prepare assessments for proposed applications, projects, and define appropriate integration and access requirements
- Maintain awareness of application risks and opportunities for improvement
- Identify and recommend application improvement to enhance capability and performance, and minimize costs.
- Ensure that application users are aware of the application capabilities for enabling their effective use
- Assess vendor proposals for appropriateness and compliance with organization and industry standards.
- Participate in development of Requests for Proposals (RFP) and vendor evaluation and contract management for IT applications services.
- Supervise and maintain the organization's repository of applications
- Help diagnose problems and resolve incidents / issues related to applications.
- Validate the known error database for application-related entries
- Work with Tech Centres of Enablement to define the operational activities related to the applications
- Application Monitoring & Performance Management
- Monitor application modification requests and ensure best practices are being utilised
- Conduct diagnostic investigations of program errors, and implement or recommend solutions or methodologies for resolution.
- Maintain metrics of operational performance and evaluate trends
- Analyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutions
- Governance, Risk & Control
- Enhance methods and procedures for collecting, analysing, and documenting application issues, and completing user change requests.
- Enhance IT processes for transitioning completed configurations from development to production.
- Plan and coordinate the processes for the provision of user applications and systems necessary for business operations.
- Define and maintain application assessment, development, and support standards, and work with other IT and business stakeholders to establish configuration and use guidelines.
- Provide inputs to availability and capacity management process for effective planning.
Education
- Bachelor's Degree: Information Technology
End Date: December 20, 2025
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Job Summary
- We are seeking a visionary Managing Executive to lead our SME Banking Cluster, driving growth, profitability, and value creation across micro, small, and medium sub-segments. This is a high-impact enterprise role critical to our ambition of achieving sector leadership across key markets.
- The incumbent will report to the Chief Executive for Business Banking and will play a pivotal role in shaping and executing our sector-specific strategy across Wholesale, Retail and Franchise banking - WRF (including the township economy), tourism, manufacturing, transport, and agriculture, positioning the bank as the partner of choice for entrepreneurs in these segments. By providing innovative financial and non-financial solutions, leveraging digital-first banking experiences, smarter funding, and data-driven insights, the incumbent will enable businesses to scale while driving measurable growth for the bank.
- Success in this role requires strategic leadership, entrepreneurial thinking, and digital dexterity. The Managing Executive will influence strategy, inspire high-performing teams, and ensure the business unit delivers on our enterprise ambitions, strengthening our position as a sector-leading banking partner for African entrepreneurs.
Job Description
Key Accountabilities
Segment Strategy, Growth and P&L Ownership
- Develop and execute a sector-led Enterprise and SME banking strategy, targeting micro, small, and medium businesses across WRF, tourism, manufacturing, transport, and agriculture.
- Drive market share growth and profitability while enhancing client value across enterprise and SME segments.
- Leverage data-driven insights, AI, and analytics to identify sector-specific growth opportunities and optimise client outcomes.
- Foster an entrepreneurial, client-centric culture, enabling teams to deliver innovative financial and non-financial solutions.
Customer Value Proposition and Ecosystem Development
- Drive and influence value proposition design tailored to the diverse SME lifecycle (start-up, grow, scale) and sector specific.
- Build strategic partnerships and ecosystems to strengthen SME access to finance, markets, and business support tools.
Customer Experience and Relationship Excellence
- Champion a customer-centric culture across all SME touchpoints (digital, banker-led and contact centre)
- Promote operational efficiency, digital onboarding, self-service platforms, and process optimisation to support scalable enterprise operations.
- Measure and continuously improve NPA, engagement and retention metrics.
Risk, Governance & Portfolio Quality
- Set performance goals and metrics that measure impact on revenue, client base, product adoption, and market share
- Ensure strong risk discipline across credit, operational, conduct, and reputational risks
- Partner with credit and risk executive to maintain a healthy, diversified portfolio aligned to risk appetite.
- Drive proactive credit management, early warning systems, and turnaround strategies to protect portfolio health
- Ensure full alignment with group architecture, compliance frameworks, and business continuity standards.
Leadership, People & Execution Excellence
- Lead a high-performing, multidisciplinary team covering sales, relationship management, product, and enablement
- Foster collaboration across digital, product, and operations teams to deliver integrated solutions for SMEs.
- See clear performance targets, drive accountability, and build future leadership capability within the segment.
Key Requirements
- Extensive experience (15 – 20 years) in Banking/Financial Services, with proven exposure to micro, small and medium enterprises across multiple sectors.
- Sector expertise in: WRF, tourism, manufacturing, transport, and agriculture.
- Proven track record in driving strategic growth, operational excellence, and value creation in enterprise or SME banking.
- Digital dexterity, with experience leveraging AI, data analytics, and digital banking tools to improve client outcomes and operational efficiency.
- Strong leadership skills, with the ability to inspire high-performing teams, influence stakeholders, and execute strategic objectives across markets.
- Entrepreneurial mindset with a history of delivering client-centric, sector-focused solutions.
- Solid understanding of financial products and services for enterprise and SME clients, including lending, trade finance, cash management, and advisory services.
- Relevant tertiary qualification (NQF 8) in Finance, Banking, Business Management, or related fields.
- Demonstrated ability to drive operational improvements, process optimisation, and digital transformation within a banking environment.
Skills & Competencies
- Strategic Thinking & Execution
- Leadership & People Development
- Sector Expertise & Entrepreneurial Mindset
- Digital Dexterity (AI, Data & Analytics)
- Customer-Centric Innovation
- Operational Excellence & Process Optimisation
- Analytical & Data-Driven Decision Making
- Ethical Leadership & Integrity
End Date: December 19, 2025
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Job Description
- Business Development: Conduct and facilitate strategic and market analytics to drive out customer and business insights. Extract key intelligence to present to the Management on a monthly basis to support their strategy definition and tactical change decision making.
- Business Strategies and Planning: To facilitate and develop targeted segment specific strategies |
- Research: Investigate and embark on a continuous market scanning to identify and stay abreast of market trends and activities to inform opportunities for new or enhanced products and services
- Stakeholder Management: Develop relationships with business leadership, and ensure that business improvement recommendations are monitored and sustained.
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
End Date: January 5, 2026
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Job Description
KEY FOCUS AREAS
- Lead competitor and market research to inform Business Banking strategy and positioning.
- Develop frameworks for tracking industry trends, customer behaviour, and market shifts.
- Deliver structured insights to support product, pricing, and channel decisions.
- Benchmark Business Banking’s performance against competitors and market standards.
- Collaborate with marketing, product, and strategy teams to align insights with execution.
- Build and manage research dashboards and reporting tools.
- Translate complex data into clear, actionable recommendations.
- Support executive decision-making through strategic intelligence.
- Monitor emerging risks and opportunities in the competitive landscape.
- Foster a culture of insight-led innovation and continuous improvement.
ACCOUNTABILITIES
- Strategy Formulation and Execution
- Contribute to strategic planning, product development, and go-to-market strategies.
- Develop and implement a competitor intelligence strategy aligned to Business Banking priorities.
- Translate market insights into strategic recommendations for business growth
- Analyse competitor strategies, product offerings, pricing models, and customer engagement tactics and provide insights to position the bank competitively
- Market Intelligence Gathering: identify trends in business banking (e.g., SME lending, digital banking, fintech disruption).
- Monitor macroeconomic indicators and regulatory changes affecting business clients.
- Benchmark performance and innovation across key competitors.
- Customer & Segment Insights: Research business customer needs across segments (e.g., SMEs, corporates). Identify underserved niches or emerging demands.
- Strategic Recommendations: Provide actionable insights to inform product development, pricing, and go-to-market strategies. Advise leadership on strategic positioning and differentiation opportunities.
- Scenario Planning & Forecasting: Model potential market shifts and competitor moves. Support strategic planning with predictive insights and risk assessments.
- Respond to emerging policy and regulatory trends by adapting operational strategy and ensuring compliance alignment.
- Track execution progress against key strategic initiatives and intervene to correct course where needed.
- Provide expert advice and support in operating model, strategy, and value chain formulation and delivery alignment.
- Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas.
- Undertake analysis of management and specialist information and guide reporting tool implementation to improve decision-making quality.
Customer Primacy
- Identify unmet customer needs: through market and competitor research, uncover gaps in current offerings, helping to shape products and services that better serve business clients.
- Customer-centric benchmarking: evaluate how competitors are serving customers—pricing, digital tools, service models. Recommend improvements to ensure the bank delivers superior value and experience.
- Voice of the Customer in strategy: Integrate customer feedback and sentiment analysis into strategic planning.
- Ensure that customer pain points and expectations are reflected in business decisions.
- Analyze customer behaviour and preferences to inform segmentation and targeting.
- Use research insights to enhance customer value propositions and experience design.
- Interpret market and customer insights to inform operational plans and prioritise capability investments.
- Utilise customer data to improve processes and propositions, ensuring measurable customer value delivery.
- Represent the voice of the customer within leadership forums to influence service delivery priorities.
- Provide expertise in designing integrated frameworks to embed service excellence.
Sustainable Growth
- Identify growth opportunities through market gap analysis and competitor benchmarking.
- Support strategic planning with data-driven forecasts and performance comparisons.
- Long-Term Market trend analysis: identify emerging sectors, technologies, and business models that will shape future banking needs. Advise on strategic investments and partnerships that support long-term relevance.
- Sustainable Competitive Positioning: benchmark competitors not just on performance, but on sustainability practices (e.g., green financing, ESG integration). Recommend differentiation strategies that align with responsible banking.
- Customer Lifecycle Insights: analyzes customer retention, churn, and lifetime value to inform sustainable growth strategies. Support development of solutions that evolve with customer needs over time.
- Risk & Resilience Forecasting: identify systemic risks (economic, environmental, regulatory) that could impact growth. Support scenario planning to build resilience into strategic plans.
- Data-Driven Decision Support: Provide insights that help prioritize high-potential, low-risk growth opportunities. Ensure decisions are backed by robust market and competitor intelligence.
- Sustainability Metrics Tracking: Monitor industry benchmarks for ESG performance and sustainable finance. Track internal progress against sustainability goals and market expectations.
- Innovation Enablement: Identify gaps in current offerings where innovation can drive sustainable differentiation. Support product teams with insights into future-ready solutions (e.g., digital lending, carbon accounting tools).
- Stakeholder Engagement: Equip leadership with insights to engage regulators, investors, and customers on sustainability. Help align internal teams around shared growth and sustainability goals.
- Formulate and develop multi-function operating frameworks that contribute to sustainable growth.
Client-Driven Innovation and Change
- Competitor Innovation Benchmarking: analyze how competitors are innovating—new products, digital platforms, customer engagement tools. Provide insights to inspire internal innovation and avoid falling behind.
- Customer-Centric Innovation: Surface unmet needs and evolving expectations of business clients. Support development of new solutions (e.g., ESG-linked loans, real-time cash flow tools) that create value.
- Idea Incubation Support: Contribute research and validation to innovation labs or product development teams. Help prioritize ideas based on market demand and competitive advantage.
- Scan the external environment to investigate alternative delivery models and offer innovative advice for competitive advantage.
- Drive change management activities across a single value chain for optimal adoption of change.
Leading Talent
- Build research and analytics capability within the team – provide thought leadership in field of specialization.
- Foster a culture of creativity, accountability, customer obsession, collaboration and continuous improvement.
- Create inclusive team environments that support performance, wellbeing, and growth.
- Develop future capability in the field through providing mentorship to interested colleagues.
Operational Effectiveness
- Develop and maintain research processes, tools, and reporting standards.
- Informed Decision-Making: provide accurate, timely market and competitor insights to enhance data-led decision-making.
- Process Optimization Support: identify inefficiencies in how the bank responds to market or competitor changes. Recommend streamlined processes for intelligence gathering, reporting, and action.
- Resource Allocation Efficiency: Help leadership focus resources (people, budget, time) on high-impact areas.
- Avoid duplication of efforts by centralizing and sharing intelligence across teams.
- Performance Benchmarking: Track operational KPIs against competitors (e.g., turnaround times, digital adoption rates), highlighting areas where internal processes lag behind industry standards.
- Cross-Functional Enablement: Equip teams (e.g., product, sales, risk) with insights that improve their day-to-day operations.
- Enhance collaboration by aligning teams around shared market intelligence.
- Early Warning Systems: monitor market shifts and competitor moves that could disrupt operations. Enable proactive adjustments to strategy, staffing, or service delivery.
- Represent the business area in operational forums and with delivery partners.
- Continuously improve processes for agility, quality, and alignment with customer needs and digital tools.
- Identify problems and formulate alternate solutions to resolve value chain conflicts.
- Provide expert advice on operating model, strategy, value chain formulation, and business controls/governance frameworks.
Digital Adoption
- Leverage digital platforms and tools for data collection, analysis, and visualization.
- Promote automation and digitization of research workflows.
- Execute digital initiatives and promote adoption of technologies that improve efficiency and user experience.
- Monitor digital platform performance and ensure integration with business processes and outcomes.
- Deliberately identify opportunities to digitise, automate, and implement solutions for customer primacy, innovation, and operational effectiveness.
Good Governance, Risk and Compliance
- Ensure ethical and compliant data sourcing and usage.
- Monitor reputational and strategic risks through competitor intelligence.
- Promote risk awareness, guide the response to regulatory changes and emerging issues and support audit readiness activities.
- Define and consolidate the risk profile for the business unit, manage critical risks, and ensure resolution feedback to stakeholders.
- Enable the development and implementation of integrated corporate governance frameworks in areas of specialisation.
Data Monetisation
- Transform research data insights into revenue-generating strategies and operational efficiencies that inform business decisions.
- Build dashboards and models that unlock value from internal and external data.
- Apply data insights to support business planning and decision-making in the business area.
- Develop mechanisms to ensure data is collected, validated, and used to drive performance improvement.
- Oversee the explicit use of data and its inherent value to explore opportunities and guide decisions.
Stakeholder Management
- Engage with internal stakeholders to align research outputs with business needs.
- Present insights to senior leadership and influence strategic direction.
- Manage relationships with key stakeholders to support aligned delivery and issue resolution.
- Ensure stakeholder expectations are managed and engagement is consistent with transformation priorities.
QUALIFICATIONS AND EXPERIENCE
Education/ Qualification:
- Post Graduate Degree: Honours Degree, Post Graduate Diploma and Professional Qualifications [NQF8]
Field of Study:
- Business Strategy, Marketing, Economics, Data Analytics, or related fields.
Work Experience:
- 8 -10 years’ experience in a specific capability of importance to the bank
- Experience must include developing integrated customer-centric product or service solutions or corporate practice development while working with and managing stakeholders across business and/or functional areas and budget management.
- Exposure to digital transformation and data-driven decision-making is preferred.
- Demonstrated success in delivering strategic research and competitor analysis that informs business decisions, drives market positioning, and supports growth initiatives.
- Experience in engaging stakeholders in presenting market intelligence, competitor benchmarking, and strategic insights to influence decision-making and align cross-functional priorities.
COMPETENCIES
- Leadership Competencies:
- Strategic Thinking
- Business Acumen
- Communication
- Influence
- Leadership
- Creativity and Innovation
- Delivering Results
- Adaptability
- Collaboration
Knowledge and Skills:
- Market and competitor analysis
- Qualitative and quantitative research techniques.
- Strategic research frameworks
- Data analytics and visualisation tools
- Benchmarking and performance tracking
- Customer and industry trend analysis
- Insight reporting and storytelling
- Business strategy alignment
- Stakeholder engagement and influence
- Digital research platforms
- Risk and opportunity identification
- undefined
Education
- Postgraduate Degrees and Professional Qualifications: Business, Commerce and Management Studies
End Date: January 5, 2026
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Job Description
KEY FOCUS AREAS
- Customer Journey Mapping: Design and optimize end-to-end customer experiences across all touchpoints.
- Lifecycle Strategy: Develop tailored strategies for each stage of the customer lifecycle (acquisition to retention).
- Segmentation & Personalization: Use data to deliver relevant, personalized experiences to different customer segments.
- Data & Analytics: Leverage insights to drive decisions, track KPIs, and predict customer behavior.
- Cross-Functional Collaboration: Align efforts across marketing, sales, product, and service teams for a unified experience.
- Technology & Automation: Implement and manage tools for journey orchestration, CRM, and campaign automation.
- Voice of the Customer (VoC): Integrate customer feedback to continuously improve journeys and experiences.
- Retention & Loyalty: Design programs that increase customer loyalty and maximize lifetime value.
ACCOUNTABILITIES
Strategy Formulation and Execution
Own the design, implementation, and continuous improvement of end-to-end customer journeys, ensuring alignment with business goals and customer expectations.
- Develop and execute strategies for each stage of the customer lifecycle (acquisition, onboarding, engagement, retention, reactivation). Drive initiatives that increase customer lifetime value (CLV).
- Campaign Oversight. Lead the planning and execution of lifecycle campaigns across channels. Ensure campaigns are timely, relevant, and aligned with customer needs.
- Data & Insights: Monitor and report on key metrics (e.g., CLV, churn, NPS, engagement), use insights to inform journey improvements and strategic decisions.
- Technology & Tools: Ensure the effective use of CRM, marketing automation, and journey orchestration platforms and drive integration and optimization of customer data systems.
- Cross-Functional Collaboration: Partner with marketing, sales, product, and customer service to ensure a seamless customer experience. Act as the voice of the customer in strategic planning.
- Customer Feedback & VoC: Integrate Voice of the Customer (VoC) insights into journey design and lead initiatives to close the loop on customer feedback.
- Foster a culture of innovation, accountability, and customer obsession.
- Be aware of and advise on how the business should respond to emerging policy and regulatory trends in order to adapt operational strategy and ensuring compliance alignment.
- Track execution progress against key strategic initiatives and highlight non-performance in order to correct course where needed.
- Support transformation initiatives through structured programme delivery and change management practices.
- Provide expert advice and support in operating model, strategy, and value chain formulation and delivery alignment.
- Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas.
- Undertake analysis of management and specialist information and guide reporting tool implementation to improve decision-making quality.
Customer Primacy
- Lead journey mapping and lifecycle design to improve customer satisfaction and loyalty.
- Oversee the creation and use of customer segments to deliver tailored experiences, ensuring personalization strategies are data-driven and measurable.
- Use behavioural and transactional data to personalize experiences across touchpoints.
- Interpret market and customer insights to inform operational plans and prioritise capability investments.
- Utilise customer data to improve processes and propositions, ensuring measurable customer value delivery.
- Implement initiatives that improve customer engagement and retention through operational enhancements.
- Coordinate cross-functional initiatives to deliver consistent customer journeys and service quality.
- Represent the voice of the customer within internal forums to influence service delivery priorities.
- Plan and deliver services that create a culture which aims to exceed customer expectations in all aspects of the business.
- Provide expertise in designing integrated frameworks to embed service excellence.
Sustainable Growth
- Drive customer retention and value growth through lifecycle management strategies.
- Identify and act on opportunities to deepen customer relationships and reduce churn.
- Develop business area growth plans aligned to segment and enterprise priorities.
- Work with business partners to define and execute on growth strategies and operational initiatives.
- Monitor growth delivery, identifying and actively participating in resolving barriers to achieving strategic objectives at operational levels.
- Evaluate financial and customer returns on initiatives to ensure alignment with business viability.
- Formulate and develop multi-function operating frameworks that contribute to sustainable growth.
Client-Driven Innovation and Change
- Introduce innovative customer journey design practices and tools.
- Lead cross-functional initiatives to transform customer experience through lifecycle insights.
- Monitor competitive landscape and identify opportunities to improve products, services, or operations.
- Drive continuous improvement and innovation to enhance customer outcomes.
- Shape client experience initiatives through project ownership and delivery responsibility.
- Manage implementation of operational change, ensuring readiness, engagement, and measured impact across delivery teams.
- Influence and communicate to all stakeholders to minimise resistance to change and ensure onboarding of target audiences.
- Scan the external environment to investigate alternative delivery models and offer innovative advice for competitive advantage.
- Drive change management activities across a single value chain for optimal adoption of change.
Leading Talent
- Provide thought leadership as a specialist in the field.
- Foster a culture of customer obsession, collaboration, and continuous improvement.
- Create inclusive team environments that support performance, wellbeing, and growth.
- Develop future capability in the field through providing mentorship to interested colleagues.
Operational Effectiveness
- Establish journey KPIs and dashboards to track performance and impact.
- Ensure operational alignment across functions to support seamless customer experiences.
- Ensure integration across business units by highlighting operational friction and dependencies, where they arise, for resolution.
- Represent the business area in operational forums and with delivery partners.
- Leverage data insights to improve operational effectiveness and customer outcomes.
- Continuously improve processes for agility, quality, and alignment with customer needs and digital tools.
- Identify problems and formulate alternate solutions to resolve value chain conflicts.
- Provide expert advice on operating model, strategy, value chain formulation, and business controls/governance frameworks.
Digital Adoption
- Leverage digital platforms to enable journey orchestration and lifecycle automation.
- Promote the use of analytics and AI to enhance personalization and engagement.
- Execute digital initiatives and promote adoption of technologies that improve efficiency and user experience.
- Monitor digital platform performance and ensure integration with business processes and outcomes.
- Deliberately identify opportunities to digitise, automate, and implement solutions for customer primacy, innovation, and operational effectiveness.
Good Governance, Risk and Compliance
- Ensure journey and lifecycle initiatives comply with regulatory and internal standards.
- Monitor and mitigate risks related to customer experience and data usage.
- Apply governance, risk, and compliance frameworks in business processes.
- Promote risk awareness, guide the response to regulatory changes and emerging issues and support audit readiness activities.
- Define and consolidate the risk profile for the business unit, manage critical risks, and ensure resolution feedback to stakeholders.
- Enable the development and implementation of integrated corporate governance frameworks in areas of specialisation.
- Influence the implementation of effective internal controls systems and corporate governance practices.
Data Monetisation
- Use predictive analytics to identify high-value customers and tailor engagement strategies in order to increase revenue per customer and improve customer retention.
- Use journey data to streamline onboarding and increase early engagement in order to accelerate time-to-value and reduce drop-off.
- Use data to automate and optimize lifecycle campaigns in order to reduce marketing costs and improve scalability.
- Apply data insights to support business planning and decision-making in the business area.
- Develop mechanisms to ensure data is collected, validated, and used to drive performance improvement.
- Oversee the explicit use of data and its inherent value to explore opportunities and guide decisions.
Stakeholder Management
- Partner with internal stakeholders to align journey initiatives with business priorities.
- Represent the voice of the customer in strategic forums where decisions that impact the customer experience are being made.
- Manage relationships with key stakeholders to support aligned delivery and issue resolution.
- Ensure stakeholder expectations are managed and engagement is consistent with transformation priorities.
QUALIFICATIONS AND EXPERIENCE
Education/ Qualification:
- Post Graduate Degree: Honours Degree, Post Graduate Diploma and Professional Qualifications [NQF8]
Field of Study:
- Customer Experience, Marketing, Business Strategy, or related fields.
Work Experience:
- 8 - 10 years’ experience in a specific capability of importance to the bank.
- Experience must include developing integrated customer-centric product or service solutions or corporate practice development while working with and managing stakeholders across business and/or functional areas and budget management.
- Exposure to digital transformation and data-driven decision-making is preferred.
- Demonstrated success in designing and delivering customer journey and lifecycle strategies that improve engagement, retention, and satisfaction across complex environments.
- Experience in engaging stakeholders in aligning customer journey initiatives with strategic priorities, influencing cross-functional collaboration, and embedding customer-centric thinking across the organisation.
COMPETENCIES
Leadership Competencies:
- Strategic visioning & planning
- Business Acumen
- Communication
- Influence and leadership
- Innovative problem-solving
- Delivering Results
- Adaptability
- Collaboration
Knowledge and Skills:
- Customer-centric mindset: A deep understanding of customer needs, behaviours, and preferences.
- Data analysis skills: Ability to analyse customer data and identify insights that inform customer lifecycle value management strategies.
- Strategic thinking: Ability to develop and implement effective customer lifecycle value management strategies.
- Customer journey mapping, lifecycle design, personalisation and segmentation strategies
- Customer analytics and behavioural insights
- Cross-functional collaboration and alignment
- Customer experience measurement (NPS, CSAT, VOC)
- Digital engagement and automation, leveraging journey orchestration platforms and tools
- Strategic planning and execution
- Stakeholder influence and communication
- Regulatory and compliance awareness in Customer Experience
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
End Date: January 5, 2026
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Job Description
KEY FOCUS AREAS
- Develop and execute strategies to maximize client lifetime value.
- Lead targeted sales and engagement campaigns across Business Banking.
- Use data and analytics to personalize customer interactions.
- Monitor campaign performance and optimize for ROI.
- Collaborate with product, digital, and analytics teams to align efforts.
- Drive customer segmentation and behavioral targeting.
- Enhance conversion and retention through lifecycle interventions.
- Champion a customer-first approach in campaign design.
- Ensure compliance with marketing governance and data usage policies.
- Foster innovation in campaign execution and personalization.
ACCOUNTABILITIES
- Strategy Formulation and Execution
- Develop client lifetime value strategies and campaign roadmaps aligned to Business Banking goals.
- Leverage customer data and insights to understand customer behaviour and optimize marketing efforts, so as to increase retention, upsell, and cross-sell.
- Translate long-term strategic objectives into aligned business plans, execution roadmaps and key milestone measurements for the business area.
- Cascade strategic goals and ensure alignment between business unit vision and functional implementation priorities, setting clear short, medium and long-term milestones.
- Develop effective partnerships to enable business performance and contribute to sector-wide influence aligned with strategic initiatives.
- Respond to emerging policy and regulatory trends by adapting operational strategy and ensuring compliance alignment.
- Coordinate business enablement efforts for Business Banking, ensuring delivery capability across systems, processes, and teams.
- Track execution progress against key strategic initiatives and intervene to correct course where needed.
- Support transformation initiatives through structured programme delivery and change management practices.
- Provide expert advice and support in operating model, strategy, and value chain formulation and delivery alignment.
- Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas.
- Undertake analysis of management and specialist information and guide reporting tool implementation to improve decision-making quality.
Customer Primacy
- Drive personalised campaigns that enhance customer experience and satisfaction.
- Use segmentation and behavioural data to tailor messaging and offers.
- Interpret market and customer insights to inform operational plans and prioritise capability investments.
- Utilise customer data to improve processes and propositions, ensuring measurable customer value delivery.
- Instil customer-centric decision-making in teams, balancing experience and efficiency targets.
- Implement initiatives that improve customer engagement and retention through operational enhancements.
- Coordinate cross-functional initiatives to deliver consistent customer journeys and service quality.
- Represent the voice of the customer within leadership forums to influence service delivery priorities.
- Plan and deliver services that create a culture which aims to exceed customer expectations in all aspects of the business.
- Provide expertise in designing integrated frameworks to embed service excellence.
Sustainable Growth
- Identify growth opportunities and implement targeted campaigns and retention strategies.
- Monitor and report on campaign impact on client value and business outcomes.
- Develop business area growth plans aligned to segment and enterprise priorities.
- Work with business partners to define and execute on growth strategies and operational initiatives.
- Mobilise functional teams to deliver growth targets and embed performance accountability.
- Monitor growth delivery, resolving barriers and reinforcing strategic objectives at operational levels.
- Evaluate financial and customer returns on initiatives to ensure alignment with business viability.
- Formulate and develop multi-function operating frameworks that contribute to sustainable growth.
Client-Driven Innovation and Change
- Introduce innovative campaign formats and technologies.
- Lead experimentation and A/B testing to improve campaign effectiveness.
- Monitor competitive landscape and identify opportunities to improve products, services, or operations.
- Drive continuous improvement and innovation within the team to enhance customer outcomes.
- Shape client experience initiatives through project ownership and delivery responsibility.
- Lead operational change, ensuring readiness, engagement, and measured impact across delivery teams.
- Influence and communicate across all levels of the business to minimise resistance to change and ensure onboarding of target audiences.
- Scan the external environment to investigate alternative delivery models and offer innovative advice for competitive advantage.
- Drive change management activities across a single value chain for optimal adoption of change.
Leading Talent
- Build and lead a team of campaign and lifecycle specialists.
- Promote continuous learning and innovation in campaign management and provide thought leadership in client lifetime value management.
- Embed people processes and values into business routines, reinforcing a strong leadership culture.
- Develop workforce capabilities to meet business plan execution requirements and future readiness.
- Create inclusive team environments that support performance, wellbeing, and growth.
- Address escalated people issues and ensure application of performance and development processes.
- Develop future leaders through mentorship, stretch assignments, and tailored development experiences.
- Provide expertise and advice in the development and implementation of human capability and accountability frameworks across functions.
- Direct the development and implementation of human capability strategies to support people management priorities.
Operational Effectiveness
- Establish campaign KPIs and dashboards to track performance.
- Ensure efficient execution and resource optimization across campaigns.
- Operationalise strategic goals into functional plans with clear deliverables, timelines, scorecards with team and individual KPIs to enable effective tracking of business and individual performance.
- Set appropriate financial and other resourcing plans to enable business performance, tracking against budgets and investments for both current and long-term strategic goals.
- Ensure integration across business units by resolving operational friction and dependencies.
- Represent the business area in operational forums and with delivery partners.
- Leverage data insights to improve operational effectiveness and customer outcomes.
- Continuously improve processes for agility, quality, and alignment with customer needs and digital tools.
- Identify problems and formulate alternate solutions to resolve value chain conflicts.
- Provide expert advice on operating model, strategy, value chain formulation, and business controls/governance frameworks.
Digital Adoption
- Leverage marketing automation and digital platforms for campaign delivery.
- Promote data-driven decision-making and real-time optimization.
- Execute digital initiatives and promote adoption of technologies that improve efficiency and user experience.
- Monitor digital platform performance and ensure integration with business processes and outcomes.
- Deliberately identify opportunities to digitise, automate, and implement solutions for customer primacy, innovation, and operational effectiveness.
Good Governance, Risk and Compliance
- Ensure campaigns comply with regulatory and internal governance standards.
- Monitor risks related to data usage, targeting, and customer communications.
- Implement governance, risk, and compliance frameworks in business processes and team routines.
- Promote risk awareness and lead the response to regulatory changes and emerging issues.
- Support audit readiness and ensure operational teams adhere to compliance requirements.
- Define and consolidate the risk profile for the business unit, manage critical risks, and ensure resolution feedback to stakeholders.
- Enable the development and implementation of integrated corporate governance frameworks in areas of specialisation.
- Influence the implementation of effective internal controls systems and corporate governance practices.
Data Monetisation
- Use behavioral and transactional data to tailor high-value products or services in order to increase conversion rates and average order value (AOV).
- Use machine learning to forecast future value of clients and prioritize marketing spend in order to maximize ROI by focusing efforts on clients with the highest potential.
- Use engagement data to design rewards that resonate with segmented client base to extend client lifespan and increase repeat business.
- Apply data insights to support business planning and decision-making in the business area.
- Develop mechanisms to ensure data is collected, validated, and used to drive performance improvement.
- Oversee the explicit use of data and its inherent value to explore opportunities and guide decisions.
Stakeholder Management
- Engage with internal stakeholders to align campaign goals with business priorities.
- Represent campaign and client value strategy in strategic and/or external forums.
- Manage relationships with key stakeholders to support aligned delivery and issue resolution.
- Ensure stakeholder expectations are managed and engagement is consistent with transformation priorities.
QUALIFICATIONS AND EXPERIENCE
Education/ Qualification:
- Post Graduate Degree: Honours Degree, Post Graduate Diploma and Professional Qualifications [NQF8]
Field of Study:
- Marketing, Business Strategy, Data Analytics, or related fields.
Work Experience:
- 12 - 15 years experience in a specific capability of importance to the bank, including a track record of 5 years in a people management position in a large enterprise.
- Experience must include developing integrated customer-centric product or service solutions or corporate practice development while working with and managing stakeholders across business and/or functional areas and budget management.
- Exposure to digital transformation and data-driven decision-making is preferred.
- Demonstrated success in designing and executing targeted campaigns that drive client lifetime value, conversion, and retention across diverse customer segments.
- Experience in engaging executive stakeholders in aligning campaign strategies with business objectives, influencing cross-functional collaboration, and embedding customer-centric thinking across the organisation.
- 5–10+ years in roles such as: Customer Lifecycle or Retention Manager, CRM or Campaign Manager, Marketing Strategy Lead, Data-Driven Marketing or Loyalty Program Manager
- Proven Experience in Designing and executing multi-channel marketing campaigns, using CLV models to drive business decisions or working with large datasets and customer analytics tools.
COMPETENCIES
Leadership Competencies:
- Strategic Thinking
- Business Acumen
- Communication
- Influence
- Leadership
- Creativity and Innovation
- Delivering Results
- Adaptability
- Collaboration
Knowledge and Skills:
- Client lifetime value modelling
- Campaign strategy formulation and execution
- Personalisation and segmentation concepts
- CRM and loyalty programs
- Customer analytics and behavioural insights
- ROI measurement and optimisation
- Digital marketing and engagement
- Stakeholder influence and collaboration
- Lifecycle management strategies
- Governance and compliance in handling and managing client data
- undefined
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies
End Date: January 5, 2026
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Job Description
Key Accountabilities:
Accountability: To establish and maintain a professional relationship with all stakeholders (Client, Bank personnel, product providers and Adviser Support staff)
- Participate in reciprocal leads activities and sales/pipeline meetings to identify opportunities for new or repeat business, and fully utilising Absa’s bancassurance structure.
- Assess client’s needs through use of recommended needs analysis tools, ensuring that the client is aware of the full value proposition offered by AIFA.
- Prepare recommendation and quote for appropriate risk and investment solutions based on the client’s individual needs and profile.
- Present recommendation to clients, ensuring that all FAIS regulations are followed regarding advice given.
- Follow all the steps in the designated client engagement process as specified by Absa Advisers.
- Provide regular feedback to the Regional Manager on actions taken to progress the lead to business.
- Network, on an ongoing basis, with all stakeholders in Everyday Banking (PGM’s and Regional Managers) and elsewhere by attending their meetings and social gatherings to position the Absa Advisers' value proposition to the Bank and to the clients
Accountability: Meet sales and/or growth targets
- Do activity planning by identifying the clients to be approached/contacted during a particular period in conjunction with Everyday Advice Executive.
- Using the leads information provided by the source and or Regional Manager listings, as well as leads sourced through own prospecting activities and determine the client's financial needs.
- Make exclusive use of Absa’s Financial Needs Analysis tool (Avalon from Aug 2024 onwards) to conduct a comprehensive Financial Needs Analysis for the client.
- Obtain the client's consent to access his/her existing policy information by getting him/her to sign the relevant documents to
- get a comprehensive view of the client's financial needs.
- Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate products and or solution(s) to address financial needs.
- • Generate and discuss a formal recommendation including product quote(s) for the client.
- On acceptance of part or all the advice recommendations, complete the necessary product application forms and ensure that the client signs the forms to indicate his/her consent to engage in a transaction(s).
- Gather, generate, and complete all the necessary compliance documentation (e.g., Client Advice Record, copy of ID, Financial Needs Analysis, FICA).
- Submit the proposal forms to the relevant product providers for processing.
- Ensure that the issued policy aligns to the recommended product.
- Review the client's portfolio at a minimum of once a year and contact the client based on the adviser and client agreed contact strategy to maintain a healthy client relationship.
- Provide a report back to the Regional Manager and Everyday Banking stakeholders on the strike rate (i.e., the number of leads provided that were converted to business) where applicable.
- Seek business opportunities from external sources as necessary to grow the book of business and reciprocate leads to Regional Managers and PGM’s.
Accountability: Manage own commission earnings
- Capture the correct Policy Relevant Information (PRI) number on the Commission system.
- On a monthly basis, check the accuracy of the commission statements received from the Broker Commissions department.
- Verify that all the PRI numbers reconcile to the commission paid and reflected on the statements Keep the client database up to date by ensuring that new clients are added to the database.
- Follow up on unpaid premiums and lapses by contacting the clients to establish the reasons for the problems Manage the suspense account timeously by clearing it on the system at month end.
Accountability: Practice Management
- Ensure that staff members (Adviser Assistants) have a clear understanding of their roles and responsibilities within the adviser practice.
- Arrange for staff members to receive the relevant training (Absa programs for the Interns) e.g., systems training, product training and operational training.
- Provide coaching and mentoring to assistant(s) with regards to facilitate knowledge and skills development.
- Participate performance development (PD) discussions as required by the Absa performance management standards.
- Take the necessary corrective actions in cases of underperformance in consultation with the Regional Manager. Implement controls with regards to compliant record keeping in accordance with minimum Absa business standards (i.e. FAIS, FICA, FSB and)
- Liaise with Provincial Operations Office) with regards to maintenance of systems and equipment and provision of other services
- Complete all the required compliance exams in the specified timeframes (e.g. Anti-Money Laundering, Sanctions, BCM, Basic Financial Crime Concepts).
- Remain fit and proper as required for FAIS flagged roles.
- Provide monthly feedback to the branch, and Business Bank, regarding non-interest income (seat costs) and cross-selling opportunities
- Segment the client base according to profile, income potential and commission income.
- Engage with business development strategies with the support of the Regional Manager and our practice management subject matter experts to maximise the sustainability of the adviser practice.
Accountability: Personal Development
- Attend all the required training to attain accreditation to market Absa approved products.
- Attend all the requisite internal training (i.e FAIS-related programs/courses).
- Attain the required FAIS credits in order to attain Fit and Proper status
- Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency)
End Date: December 23, 2025
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Job Description
Relationship Management
- Establish and maintain professional relationships through networking with industry leaders, regulators, policy makers, and key business partners.
Business Development
- Champion and manage bulk acquisition strategies aligned with Absa Business Unit objectives.
- Pitch innovative solutions and employer benefits to prospective clients.
Market Intelligence
- Conduct daily research through articles, publications, online sources, and networking to stay abreast of market developments.
- Identify prospects and create tailored proposals.
Strategic Collaboration
- Work closely with internal teams (Business Bank, PPB, CIB) to deliver integrated solutions.
- Lead tendering processes for new business opportunities across private and public sectors.
People Management
- Coach, mentor, and manage team members to achieve business objectives and foster professional growth.
Operations & Compliance
- Stay updated on relevant legislation, industry developments, and compliance requirements impacting the business unit and banking industry.
Qualifications & Requirements
- Education: NQF Level 8 qualification (FSCA-recognized qualification).
- Experience: Extensive experience in insurance and business development.
Regulatory Compliance:
- FAIS Fit and Proper requirements applicable to this role (Advice and Intermediary Service).
- FSCA-approved qualification.
- Regulatory Exam for Representatives (RE5).
- Product-specific training upon onboarding.
- Class of Business training.
- Continuous Professional Development (CPD).
- Personal Attributes: Demonstrated honesty, integrity, and good standing.
Key Competencies
- Strong networking and relationship-building skills.
- Strategic thinking and ability to identify growth opportunities.
- Excellent communication and negotiation skills.
- Leadership and team development capabilities.
- Deep understanding of insurance products and regulatory frameworks.
Education
- Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)
End Date: December 31, 2025
Method of Application
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