Job Vacancies at Absa Group

Job Description
The purpose of the role is to manage customer debt through effective and efficient collections tactics in order to minimize the loss to Absa. This will involve negotiating repayment from customers with the objective of rehabilitating customer accounts, before they deteriorate further into delinquency.

Key Accountabilities
Accountability: Negotiating payments and minimizing loss

• Agree collections targets on a monthly basis with the Team Leader in line with portfolio and product targets as communicated by Customer Value Management.
• Meet the minimum productivity requirements for calls on a daily basis to ensure optimisation of the collections function and achievement of the monthly collection target.
• Manage customer accounts and calls by logging on to and updating the relevant collections systems including Megallon and Avaya.
• Use the appropriate collections scripts and other tools available to verify clients identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the
• Bank and the customer.
• For more complex accounts, analyze customers' account history and provide the customer with a recommendation on the appropriate options available (e.g. account restructures in the case of arrears amounts on multiple products and/or refer the customer for debt review/counselling) to rehabilitate their account. These recommendations need to be aligned to the requirements as outlined in the
• Restructuring and/or Re-Age Policy.
• If no solution can be negotiated, calls must be escalated to the Team Leader for assistance.
• Update the OCS system upon completion of the negotiation with the customer to indicate the agreement reached. With the customer in terms of the collections option that will be implemented

Accountability: Business Processes and Governance

• Adhere to all Company Policies and Procedures as outlined in the Absa Bank
• Credit Risk Model etc.
• Fulfill the requirements of and comply with all relevant Acts and Statutory requirements e.g. the National Credit Act.
• Identify fraudulent accounts and escalate these concerns to the Team Leader
• Adhere to internal systems access control policies at all times and report any irregularities to the Team Leader or relevant party.
• Adhere to the internal code of conduct at all times and report any irregularities to the Team Leader or relevant party.
• Complete all compulsory training within the required time frame.
• Contribute towards an audit rating of sufficient or better by compliance to internal processes, policies and procedures.
• Timeously route all administrative work to the Administrative support team for processing according to the relevant process and procedures.

Accountability: Maintain Customer Service

• Acknowledge and resolve customer dissatisfaction at first point of contact wherever possible. When necessary, source the assistance of the Team Leader to support in resolving the dissatisfaction.
• Ensure customer satisfaction is achieved and the retention of the right profile client is maintained by behaving in a professional manner in all instances.
• Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the Bank.

Accountability: Team Work Weighting

• Appreciate and respect all team members and Team Leaders as well as participate in celebrating team/ SBU successes
• Display the Absa Values with all team members and maintain a high level of professionalism
• Communicate openly and honestly with team members and share knowledge and best practices on an on-going basis.
• Utilize the Team Leader, on an on-going basis, as a coach to help improve current collection skills.
• Actively support change initiatives within the team or larger SBU and suggest possible areas of improvement to the
• Team Leader as and when these are detected.
• Encourage team work and assist other team members when able to do so.

Education And Experience Required

• Matric or equivalent NQF level 4 qualification
• Relevant National Diploma/Higher certificate or equivalent NQF level 5 qualification
• At least 3 (three) years Collection experience in a Banking or Financial Call Centre environment
• At least 3 (three) years experience in a customer services/facing role

Important Notice:

This is a Flexible time shift role. The incumbents will be required to work flexible working hours for example: 9h00 – 17h00 or 10h00 – 18h00 or until 19h00. This include working on Saturdays and Sundays

Knowledge & Skills:

• Excellent communication - able to follow the collections scripts and calm irate customers down.
• Service Excellence - dealing with customers regarding potentially complex financial / emotional situations and ensuring that situations are effectively resolved to the benefit of the business and the customer without escalation to team leader.
• Influencing Others – understand individual complex situations for customers in order to identify the most appropriate repayment terms and ensure maximum revenue for the Bank
• Negotiation – effective negotiation of repayment terms to ensure debt is repaid as quickly as possible whilst ensuring affordability to customer’s circumstances
• Target Driven – working within a fast paced, structured environment with a desire to exceed set targets and develop knowledge and skills within Collections.
• Team Player - offer support and advice to fellow team members and contribute to a positive working environment within the department.
• Resilient – able to deal with customers who may be distressed and remain calm in confrontational situations
• Self-Development – takes ownership for self-development opportunities to improve performance
• Adaptable to Change – able to adapt to a changing environment where business needs are regularly assessed according to the market and customer behaviour.
• Basic computer literacy - MS Office, Excel

Education

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

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Job Summary

• Lead the agile solution design, deployment & ongoing optimization & evolution of less complex enterprise wide technology platforms & delivery systems

Job Description
Platform Direction Setting, Solution Design & Performance Management

• Work with the Cross Functional Technology Leaders and CIO’s to understand & assess business and customer requirements (short, medium, long term)
• Leverage business (e.g. strategy, customer insights & CVP, competitor insights) and cross-technology (tech products & services, architecture, tech roadmap) performance data to identify strategic and operational platform opportunities
• Positively contribute to the organisation wide platform & engineering strategy & the achievement of end-end ‘Platforms as a Service’
• Set the supported platform vision and direction for the organisation
• Clearly articulate the supported platform strategy & roadmap
• Cascade the platform vision, direction & strategy across the business & facilitate stakeholder alignment
• Build a leading practice‘centre of enablement’ partnership with business - trusted to influence the broader technology & product & services strategies - & achieve an integrated set of technology, business & customer objectives
• Collaborate across the tech value chain (CSO, CTO, etc.) to guide the business on the appropriate technical solution (cost to value) & the range of strategic technical choices to be made
• Take full accountability for leading the design, delivery & management of advanced (i.e. simple, innovative, optimised, modernised) platforms and associated infrastructure & architecture (end to end) & their validation
• Lead the identification and selection of fit for purpose internal & external technologies
• Design, implement & manage design thinking practices across platform feature teams to deliver architecturally sound platform technology solutions
• Lead & facilitate the design of the integrated set of platform solution blueprints & coach teams on the strategic direction, vision, platform development, architecture & infrastructure holistically
• Lead the detailed scoping, prioritisation & integration planning for the integrated set of platform solution designs & deployment across multiple stakeholder groups
• Act as the point of escalation for all major issues and events and apply deep subject matter expertise to facilitate their resolution with minimal business & customer impact.
• Strategically & operationally monitor the performance of platforms (all applications) – ensuring ongoing optimization & cost to value for our businesses (think bank wide)
• Be accountable for leading & developing innovative methods for measuring the customer experience, and translate the data to drive platform improvements
• Define & lead the implementation of quality performance measures & metrics & related data analytics tools and processes to enable business decision making
• Leverage data and insights from business, customer and platform itself to make technical design and implementation decisions
• Lead the resolution of service issues by analyzing and prioritizing data from stakeholders and directing service improvement efforts.
• Take full accountability for the end-to-end platform quality, completeness and resulting user experience for the life of the product or service.
• Design & deliver an optimal platform delivery capability that aligns the necessary people, process, & systems for optimal efficiency & effectiveness
• Assess Platform Capabilities and drive capability development plans for exceptional delivery & evolution of the platform
• Lead the design, implementation & adoption of enhanced process or technology solutions that identify and resolve platform, system, deployment, and environmental issues.
• Identify new and emerging practices for managing platforms and lead the adoption of new practices, across groups or disciplines to improve platform & associated platform analysis capabilities.
• Meaningfully contribute to & ensure solutions align to the design & direction of the Group Technology (e.g. architecture, DevOps) standards, principles, preferences & practices. Short term deployment must align to strategic long term delivery.
• Meaningfully contribute to & ensure solutions align to the design and direction of the Group Infrastructure standards and practices e.g. SLA’s, OLA’s, IAAS, PAAS, SAAS, Containerisation etc.
• Identify, development and lead the implementation of platform standards and best practices, and drive adoption across multiple value-chain wide product & service teams

Accountability: Platform Development & Delivery Management

• Leverage the required expert level (own) skill & knowledge in platform engineering. architecture & Infrastructure, design and manage all development & development practices & outputs across feature teams
• Ensure the most optimal design & deployment of technical solutions in the organization (via pipeline – not manually)
• Lead the quality assurance & test automation agenda & continuous integration / delivery strategies & frameworks for the platform and take accountability for the platforms delivery of the broader technology principles of: self-service, resilience, repeatability, testability, scalability & resilience
• Guide code development practices (across platform & product engineering teams) and processes through an understanding of complex concepts and developmental practices
• Guide & ensure the delivery of quality development (code) based on own experience platform engineering
• Effectively manage the platform delivery pipeline & associated releases for maximum customer impact & minimum business risk
• Lead the maintenance & optimization of the platform as a ‘way of doing things / culture’ across the team. You are fully accountable for the longevity of solutions.
• Coach & Mentor senior engineers on technical competencies to effectively deliver on platform strategy.
• Resource & manage the appropriate number and nature (skill & capability) of squad based teams to execute on both Run & Change elements of delivery.
• Ensure agile practices are implemented and sustained for effective delivery to business e.g. RETRO’s etc.

Accountability: Financial & Vendor Management, Risk & Governance

• Positively contribute to the development & management of the integrated platform cost model & framework
• Take full accountability for and lead the design & continuous improvement of an integrated platform specific cost model & the ongoing optimisation of platform efficiencies and effectiveness
• Analyse operational cost data, identify cost-saving efficiencies and influence the business to adopt these efficiencies across multiple service teams – taking care to balance decision making for optimal efficiency & effectiveness
• Carry the ‘one stop shop’ accountability for all risk associated with technical decision making (from ideation to deployment)
• Manage & Apply the organization risk & governance frameworks - & represent the platform in all risk, governance & compliance processes (e.g. CTO approvals etc)
• Manage all vendor selection processes & take full accountability for all related commercial impact
• Negotiate best fit contracts for the organization at an enterprise level and align decision making to our key business principles of scalability, resilience, captivity etc.
• Deliver on time & on budget (always)

People

• Set & Cascade platform vision, direction & strategy across squads (feature teams)
• Design, implement and lead cross functional collaboration processes across technology teams and set cross-team commitments and achieve scale by enabling the work of others
• Proactively attract, recruit, develop, retain, reward & deploy a diverse resource base aligned to an ever evolving tech environment (ahead of demand)
• Build a high performance team environment through self-directed teams by driving performance management & measurement that is aligned with agile working practices (including daily, weekly, etc. sprint routines, regular & honest feedback etc.)
• Accountable for the right people in the right teams to deliver on our tech strategy (always!)
• Leverage coaching techniques to drive a higher quality design and deployment of technical products and services across technology teams

Certification Required

• Relevant Linux Certification (Required)

Education

• Bachelor's Degree: Information Technology

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Job Summary

• To develop tactical strategy and delivery plans, formulate associated practice and to ensure operational implementation and adoption across a single practice i.t.o. risk methodology, governance and delivery objectives

Job Description

• With the ongoing changes in the regulatory landscape, a singly minded approach to supervisory risk and controls is essential in ensuring that there is uniformity and alignment within Absa CIB. Consequently, a CIB Front Office Risk & Controls function has been established to support the Front Office businesses on how the relevant Supervisory & Conduct risks and controls are managed. As such, we are looking for a seasoned candidate to join the team specifically supporting Risk and Control for the Global Markets ArO space. Successful candidate must have a detailed working knowledge of a global markets environment/global markets products. Experience in Markets Operations/Traded Market Risk or Product Control required. Exposure to Front Arena and Africa markets beneficial.

Education

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

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Job Summary

This role in in line with the Everyday Banking (EB) strategy to build Analytics capabilities that support the business units in this cluster. This role will include, but is not limited to, data solutions, front-end utilities for data access and analysis, data visualization platform testing and deployment and enabling business reporting capability – in whatever form is required.

The primary focus of this role is to identify areas where solutions can be delivered faster at less cost, mitigating unnecessary risk and redeployments. This includes automation, wherever possible, and the development of component based frameworks to enable downstream re-use of data entities.
Improving the collaboration between Everyday Banking, CVM and IT and Data Engineering is also a major responsibility of this role with a specific focus on reducing the complexity, improving the reliability and increasing the efficiency of solution delivery. Providing a single point of entry into and out of Everyday Banking.
The role will also focus on Lead selection methodologies that support business growth, processes that support rapid execution and accurate tracking.
While focusing on capability and growth agenda, some opportunities will be surfaced and the responsibility of this role is to then enable business to reap these opportunities.

Key Responsibilities
Job Description
Accountability: Data Architecture, Tools and Platforms

• To base the establishment of the required strategic business and technology architecture artefacts (e.g. Product and Campaign Analytics, MI and Collections) operating models, process models, people models, etc.) on the specified RBB and Data Engineering strategies.
• Review, document and regularly maintain 'As is' strategic EB and Data architecture artefacts and ensure that all key stakeholders understand the current strategic architectural landscape for data flows
• Ensure close alignment between the EB business architecture landscape and the group strategic Information and Technology landscape by working seamlessly with Group Technology's and Data Engineering strategic solutions
• Define the 'building blocks' of the future landscape ('To be") with reference to identified Group wide capabilities
• Construct and maintain the "To be" strategic landscape, articulating the relationship between building blocks, resulting in a logical blueprint.
• Ensure that this logical blueprint remains aligned to the Group Strategic architecture, tools and platforms logical blueprint.
• Identify capacity gaps in building blocks and prioritize development of deficient building blocks.
• Present and describe logical blueprint to relevant stakeholders in the form of formal Presentations/meetings with governance boards.

Accountability: Data frameworks

• Contribute to and maintain the enterprise architecture framework of internal standards, methodology and governance by providing the strategic architecture components of these and by highlighting the requirements for Everyday Banking
• Through knowledge of industry standards or best practice, contribute to and ensure alignment suitable to for Everyday Banking.
• Standards, templates and training interventions.
• As part of this development: stakeholders need to be educated around the usage of enterprise architecture deliverables and the roles they play.
• Develop and maintain the Technology with reference to architectures, tools, platforms etc. and leverage the Group wide resources to deliver on Everyday Banking analytics requirements

Accountability: Innovation

• Deliver in-depth insights into the end-to–end journeys of customers, supply chains, employees and how they can be improved using digital technology
• Have a strong understanding of how to migrate traditional processes and systems to cater for mobility, social media sensors and so forth
• Have a natural leaning toward innovation and development, including the ability to teach and inspire other stakeholders in the organization
• Able to take the organization on a digital transformative journey both internally and externally
• Foster innovation leveraging emerging Big Data and analytics technologies

Accountability: Data Risk Management

• Ensure highest level of professionalism in data risk management
• Design and implement relevant guidelines for teams working with sensitive client data
• Develop a data risk management framework to manage key risks and issues relating to the entire data life cycle, when required in terms of data quality, data standards, data analytics, data security, data privacy and data recovery measures.
• Serve as a trusted partner to key business executives focused on the customer, risk management and regulatory compliance.

Accountability: People Management

• Ensure the development of a high-performing team through embedding formal Performance
• Management and informal coaching.
• Ensure that Absa values are instilled with the team and through demonstrating leadership by example.
• Drive the transformation and talent objectives and targets of the organisation within the CVP and broader team in terms of staff recruitment into priority positions and the identification and development of critical talent.
• Develop appropriate survey action items together with the management team of the business unit and ensure that items are executed.

Education And Experience Required

• B.Sc degree or equivalent NQF level 7 qualifications
• Actuarial, Statistical or Mathematics qualification will be preferred
• Experience in coding in R, Python or SAS or Absa specific coding languages
• Demonstrate clear grasp of statistical methodology experience in data science
• Extensive experience in Agile methodology.

Knowledge and skills:

• A proven ability in the banking environment.
• Expert knowledge and experience in working within a retail and business banking environment, formulating strategies, identify and develop innovative solutions
• Macro understanding of the business environment and how the related Industry is operating
• Extensive knowledge of competitor and non-competitor strategy and practices in the retail market
• A proven transformational profile taking solutioning to a new level
• An established and credible relationship with industry Players
• Interpreting and influencing of strategic signals from external and internal operating environment and translating these into relevant actions through driving change and innovation
• Ability to provide leadership to the next generation of the data journey
• A deep knowledge of data governance, data management and data analytics background
• Ability to partner at a very senior level – not merely operational or technical

Education

• Bachelor's Degree: Information Technology