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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
Accountability: Legal Risk
- Engage regularly with regulators and ombudsman offices to share information, discuss changes, communicate the Bank's position, and resolve disputes.
- To provide highly specialized legal advice and support to the dedicated area of support.
Accountability: Leadership & Management
- Manage and lead Head: Regulatory Dispute Adjudication and team of Regulatory Dispute Adjudicators to effectively resolve disputes referred by the ombudsman and regulator offices.
- Ensure that the Regulatory Dispute Adjudicators liaise effectively between customers, business units, ombuds, and regulator offices.
- Monitor and confirm that all complaints are responded to timeously, in terms of a good quality response that embraces fairness.
- Consider and object, if necessary, any findings against the Bank.
- Ensure regular reports on ombudsman statistics are produced and distributed.
- Demonstrates strong relationship management skills with clients.
- Plan and manage projects and matters through to completion, including resourcing.
- Contribute to the development and implementation of team objectives and strategy and provide high quality support to the business as required by interacting with different legal and business stakeholders.
- Work independently with minimal supervision and demonstrate the ability to supervise where appropriate.
Accountability: Commercial
- Demonstrate strong analytical skills and solve complex problems creatively and effectively.
- Drives good cost control behavior, especially around external spend and consistently deliver against a broad range of competing target.
- Manage external counsel and represent AGL on relevant industry forums and professional bodies where required.
- Add value in commercial as well as technical discussions and provide training that is beneficial / informative to internal clients.
Accountability: Risk and Control
- Actively raise the profile of the Customer Care function and improve on Key Risks
- Manage and create awareness by embedding legal policies and control requirements in all areas of the business.
- Provide appropriate challenge and equally be robust in the face of challenges.
- Build strong risk partnerships with colleagues in other functions (especially key control areas)
- Fully understand the role of Customer Care in AGL and how it interacts with other functions and the business.
Accountability: Teamwork:
- Provide support and share knowledge to provide bank complaint resolution teams with understanding and application of TCF principles.
- All complaint resolution teams will have a clear knowledge and understanding of TCF principles and apply these principles in consideration of complaints.
- Proactively collaborates across different teams and geographies within the Group to break down silos.
- Provide objective and constructive feedback and openly shares knowledge and expertise.
Accountability: Technical
- Handle and adjudicate on all sensitive and difficult disputes referred by Group Chief Executive Office, Cluster Chief Executives, Business Unit Managing Executive's, Legal, Strategic Comms and/or Group Chairperson.
- Resolve disputes quickly, effectively, and confidentially with necessary skill and care to also limit reputational, legal, and financial risk for to the Bank.
- Take responsibility and ownership for mediations with customers, facilitated by the respective ombudsman offices and applicable regulators.
- Acts as a trusted advisor to business; understands market and legal developments and their impact on business.
- Contribute to industry-wide initiatives and have a good network amongst peer group externally.
Education
- Bachelor Honours Degree: Law, Military Science and Security (Required)
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Job Description
Analysis (including Business Case)
- Lead the analysis process for complex business areas
- Proactively build relationships, apply analytical techniques to elicit and validate business (product & service) needs ahead of demand
- Implement routines to get to know / become an expert in various business processes (e.g. spend time in business & with users)
- Translate elicited needs and knowledge acquired into user story format that is immediately usable for DevOps teams (right language, format for building & testing)
- Prepare and prioritize the backlog of requirements for the user stories linked to the proposed solutions
- Proactively scan the internal & external environment to predict change requirements & opportunities for improvement ahead of demand (e.g. market, risk, regulatory, customer, organizational change etc.)
- Work collaboratively with Tribe Leads (Technical Product / Service Owners) to build a roadmap & vision for the products and services (including detailed analysis requirements & solution scope)
- Define measures of success & key outcomes for various solutions / changes including detailed acceptance criteria for all features
- Define testing requirements (pass or fail test cases)
- Support the development of detailed business cases (including defining solution characteristics, effort estimations etc.)
Solution Design (within DevOps Context)
- Translate business requirements into an integrated system vision & detailed systems requirements. Detailed system requirements must include all capabilities, interfaces and functionalities within and across technologies.
- Build detailed user stories to be leveraged for system requirements design (modular)
- Leverage business analysis & modeling tools and apply notation standards such as UML/BPMN to diagrammatically/visually document: business requirements, business processes, system processes & integration .
- Facilitate processes to ensure integrated requirements are socialized, understood & approved across the broad range of stakeholders to be impacted (this includes various processes e.g. risk / governance forums, change council, scrum meetings / DevOps team capability building, solution design sessions etc.)
- Understand & leverage knowledge on the organizations technical landscape, environment and broader architecture to define integration points across tech stacks for various requirements
- Work collaboratively with project / program teams, squads, scrum masters and engineers to define backlog, release & DevOps / project planning implications of the requirements development & roadmap (what should happen when)
- Work as part of the embedded DevOps team to continuously improve system requirements mapping (e.g. leverage input from questions asked etc. to consistently improve the quality of the requirements analysis for easier interpretation by the development teams)
- Work as part of the embedded DevOps team throughout the design process to review solution design (features and functionality)
- Facilitate resolution & decision making during development & testing phases for any change requirements
Solution Delivery & Testing (manual)
- Define the manual testing strategy & test cases for various solutions (where it makes sense to do so).
- Define & validate quality & testing parameters (+/-) & plans for the solution (socialize & translate these to automation testing teams)
- Develop manual testing frameworks and patterns for the solution
- Lead the manual testing process for various solutions (e.g. execute test cases, analyse results).
- Provide real time feedback to the DevOps teams on change requirements identified throughout the testing process.
- Review & monitor system stability, resilience etc. throughout the testing process (e.g. integration) & in production.
- Define & monitor overall backlog planning for effective solution delivery.
- Provide Developer & User support during user acceptance testing.
Process Design & Modelling
- Provide input & or lead the development / improvement of organization wide process design approaches, templates & modeling tools.
People
- Provide coaching & mentoring across the DevOps team as well as to developing analysts across the estate.
- Build strong analysis capability across the analysis team.
- Conduct peer reviews & problem solving within and across the broader team.
- Provide technical subject matter expertise and support in the attraction and recruitment of Analysts for the organization.
- Participate as a subject matter expert in the development & development planning of the broader analyst team.
- Support the people change teams in the design of adoption processes (Customer, Employee & 3rd Party Adoption of new system requirements).
- Proactively attract, recruit, develop, retain, reward & deploy & manage a diverse resource base aligned to an ever evolving tech environment (ahead of demand) where you are the leader.
Education
- Bachelor's Degree: Information Technology
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Job Description
- Analysis and Research: - Conducts analysis and research in areas of specialisation/expertise, leveraging a variety of applicable information's sources; - Analyses information, generates and publishes written reports summarising findings and prepares recommendations within area of expertise; - Quality assures analysis and recommendations
- Stakeholder Management:: - Establish relationships with key internal and external stakeholders to source information and make recommendations to; - Build relationships with stakeholders spanning the enterprise in order to collaborate and share findings and recommendations.
- Control: : Accountable for complying with all risk management, regulatory and compliance frameworks within area of accountability; Where applicable ensures that colleagues managed are aware of and comply with all compliance requirements.
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
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Responsibilities
- To attract quality new business into the business
- Develop a strategy and detailed execution plan to attract new business within the assigned catchment area Anticipate the prospects’ needs and expectation Build a sound relationship with client (client focused and obsessed) Understand relevant product features and benefits to address prospect’s needs Complete the application and refer to applicable segment for approval Contract terms and conditions of the deal Structure the deal and drive the application with an assigned Relationship Executive for the area Make recommendations to the applicable business area Obtain Division/ Credit approval, where applicable Interface with clients, preferably at the clients’ site Communicate the decision/ approval timeously to the client Handle objections to the clients’ satisfaction Introduce and hand over qualified clients to the Relationship Executive or relevant business unit
- To achieve contracted growth targets.
- Compile action plans to achieve set objectives and targets and monitor performance against plans Keep abreast of business trends in the assigned catchment area and on all competitors’ offerings and activities in the market Identify and establish a network of relevant role players to ensure a continuous supply of quality leads Active participation in the region’s marketing initiatives Provide business leads for all other business areas on a regular basis
- To achieve contracted profitability targets
- Encourage maximum product utilization through profitable cross selling Refer leads obtained to relevant business areas Follow up leads referred to other business areas Manage profitable pricing on new transactions
- To maintain acceptable credit risk within new business
- Maintain an acceptable risk profile of all new business acquired On all new applications, adhere to Absa’s credit risk policies, processes and systems Assess the risk to the Bank of clients’ needs and expectations
- To manage career and personal development
- Partner with management in determining own future and career development Keep abreast of all relevant training interventions
Education
- Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)
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Financial, Office & Team Administration:
- Coordinate & manage team diaries and schedules
- Implement & maintain office & team administration systems including (but not limited to) e.g. meeting minutes, agenda’s, customer interactions, complaints & solutions, leave schedules, critical milestones and delivery dates, templates and tools etc.
- Coordinate & manage all team logistics e.g. travel, meetings, catering etc.
- Manage all incoming / outgoing communications & requests and mitigate risk across tribes & squads
- Coordinate & manage all office supplies & equipment (on time & on budget) – including asset management of key assets across the team
- Act as the point of coordination for key business requirements – ensuring all requirements are met by teams e.g. attendance at key forums / events, escalations to line on e.g. compliance training etc.
- Coordinate and manage all team information e.g. contact lists, emergency contacts etc.
- Coordinate all invoicing, payments & expenses across the business
- Track and manage all incoming & outgoing payments & receipts (overspend / underspend) and ensure resolution
- Coordinate all people related administration e.g. onboarding, recruitment processes, resource management etc.
- Ensure all administration compliance to organization policies and procedures e.g. procurement, telephone, contracting etc.
- Implement, monitor & maintain document management systems and processes
- Monitor & maintain all business process related systems e.g. trackers, resource management systems etc. in partnership with tribe leads and their teams
Event Administration:
- Work in partnership with the broader Tribe Support team to provide all project administration support for large events and or meetings, accelerators, design thinking sessions, incubators (manage schedules, delivery timeframes etc.)
- Identify event requirements and proactively identify event solutions
- Operationalise all event requirements (coordinate, manage & or design & implement various components of these) e.g. venue set up, décor, invitations and planning etc.
- Coordinate & manage logistics for meetings and events e.g. interact with internal & external stakeholders and providers to arrange venues, equipment, refreshments etc. Communication
- Manage the administration of the integrated communication & change plans across the business area
- Prepare & or support the preparation of confidential reports, responses and presentations including coordinating & managing timelines to completion of the broader team providing inputs
- Support the communication requirements across tribes and squads e.g. new announcements, launches, change management activities etc.
Customer & Team (internal / external query management & resolution):
- Identify & escalate critical customer / team internal / external queries and resolutions
- Track and monitor critical customer / team requests, issues and concerns resolution
Project Administration:
- Monitors the progression of a project at every stage and ensure that the objectives of a project are met
- Quality Assurance: Maintain a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production
- Meeting deadlines: Completes task timeously
- Stakeholder management: Ensure that stakeholders are identified and engaged
Education
- Higher Diplomas: Office Administration (Required)
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Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Key Accountabilities
Accountability: Selling products and services.
- Provide sales and services enablement according with service delivery excellence plans by putting customer experience at the centre of products, services, solutions, advice and fulfillment.
- Achieves predetermined sales targets through generating quality applications.
- Contact the customer and executes the sales process within the desired turnaround time.
- Delivers customer sales and services whilst maintaining quality service standards.
- Determine customers’ needs by exploring all possible cross-selling and up-selling opportunities
- Ensure first call resolution.
- Tracking of conversions from lead or call to application and then to fulfilment.
Accountability: Reduction of customer attrition.
- Speaks to customers to ensure that their needs are identified and advises various options.
- Adheres to shared company values and service standards with regard to customer interaction.
- Resolves customer dissatisfaction / complaints and takes full ownership of the problem.
- Communicates with the customer according to company standards.
- Address the customer’s need with product knowledge that is technically accurate.
- Preparation for the outbound call, providing alternative products solutions were applicable.
Accountability: Information management.
- Update the system with accurate information to inform accurate reporting
Accountability: Adherence to risk and governance
- Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks.
- Participate in survey (EOS) and in findings action plans.
- Support BSSA CSI initiatives.
- Adherence to NCA, FICA and FAIS legislation.
- Comply with Risk and Control Activities and adherences.
- Comply with all Human Resources policies and procedures
- Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies.
Accountability: Training and development
- Participate in all scheduled training and multiskilling opportunities.
- Participate in coaching sessions.
- Owning and being proactive about own training and development.
- Participate in idea sharing through pitch in initiative.
- Complete all compliance training within prescribed timelines.
Education
- Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
go to method of application »
Key Accountabilities
Accountability: Selling products and services.
- Provide sales and services enablement according with service delivery excellence plans by putting customer experience at the centre of products, services, solutions, advice and fulfillment.
- Achieves predetermined sales targets through generating quality applications.
- Contact the customer and executes the sales process within the desired turnaround time.
- Delivers customer sales and services whilst maintaining quality service standards.
- Determine customers’ needs by exploring all possible cross-selling and up-selling opportunities
- Ensure first call resolution.
- Tracking of conversions from lead or call to application and then to fulfilment.
Accountability: Reduction of customer attrition.
- Speaks to customers to ensure that their needs are identified and advises various options.
- Adheres to shared company values and service standards with regard to customer interaction.
- Resolves customer dissatisfaction / complaints and takes full ownership of the problem.
- Communicates with the customer according to company standards.
- Address the customer’s need with product knowledge that is technically accurate.
- Preparation for the outbound call, providing alternative products solutions were applicable.
Accountability: Information management.
- Update the system with accurate information to inform accurate reporting
Accountability: Adherence to risk and governance
- Strictly adhere to all risk and governance policies, standards and procedures and escalate associated risks.
- Participate in survey (EOS) and in findings action plans.
- Support BSSA CSI initiatives.
- Adherence to NCA, FICA and FAIS legislation.
- Comply with Risk and Control Activities and adherences.
- Comply with all Human Resources policies and procedures
- Understand and accept responsibility for all system access granted in line with all Fraud Risk Management Policies.
Accountability: Training and development
- Participate in all scheduled training and multiskilling opportunities.
- Participate in coaching sessions.
- Owning and being proactive about own training and development.
- Participate in idea sharing through pitch in initiative.
- Complete all compliance training within prescribed timelines.
Education
- Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- Income growth and customer acquisition: Income growth and customer acquisition. Identify, research and create a target list for potential new clients for sourcing and engagement. Increase and grow (income) in line with agreed targets by generating ongoing referral business (high value switches) primarily from new clients that are banked outside of Absa.
- Market Intelligence: Develop and maintain an understanding of market trends and individual lifecycle challenges and opportunities facing clients to offer solutions that meet clients needs. Develop and maintain an understanding of competitor bank offerings including products, pricing, services etc
- Risk & Compliance: Risk & Compliance Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training e.g. NCA, FAIS, FICA, CPA, etc
- Relationship management: Relationship management. Identify the clients’ requirements prior to call, undertake pre‐call planning involving necessary product partners to prepare effective pitch and communication of the Business Banking CVP.
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Origination Manage and grow existing client relationships Involvement in credit related tasks Involvement in Assets under Management and Investments Stakeholder Management Query resolution Risk Management
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- Solutioning & Advisory: Provide ongoing support to senior advisors in driving business development and subsequently business targets through monitoring and identifying opportunities within the portfolio (cross selling and up-selling)
- Client Engagement: On a regular basis engage with clients around current product requirements and future product requirements to ensure client expectations are met and ultimately value created for business and client
- Risk and Control: Ensure that all risk and control requirements relating to the portfolio are met and/or implemented as required
Education
- Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- New Business Organisation: Devise short term tactical plans to meet annual budget and targets up to a 6 to 12 month timeframe Identify, develop and source new High Net Worth and Ultra High Net Worth relationships through personal and client referrals, Absa Group Limited Group internal networks and fostering greater collaboration within group and WIMI business unit; Achieve personal targets for new and existing clients for Transactional Banking, Credit, FX. Make a contribution to referring relevant business to other parts of Wealth Advisory and/or the broader Absa Group Limited Group.
- Client service - Manage and Grow Existing Client Relationships: Quarterly meetings with each client in your designated portfolio; Undertake annual credit reviews to assess the health of your Clients financial position, with co-operation from the various teams in the region Maintain the highest levels of service and delivery to existing clients at all times, ensuring that all teams of specialist support within the region work together to deliver client experience as well; Act as the key contact point/ gatekeeper and coordinator for all client advice Transactional Banking, Credit, FX. Assist in the liaison with various internal stakeholders to assist in achieving business objectives in Structured Lending, Advisory, FX, SSG and Investment Banking fees Act as the key contact point for all client transaction queries across multiple locations within a Region.
- Client Relationship Management: Maintains highest levels of service and delivery to existing clients at all times Key contact for all banking and credit (vanilla credit) advice and client queries Key interface between clients and other parts of Absa Group Limited/WIMI and the wider Absa Group Limited Group
- Involvement in credit related tasks: Client interaction including: gathering of information related to Transactional Banking, Credit, FX ensuring efficient Client interactions; Accountable for providing information related to the security status reports and performance of financial analysis; Ultimately responsible for ensuring that credit review processes is conducted on time; Liaise with the product houses to ensure credit tasks related to clients in terms of credit reviews, overdrafts and home loans are completed;
- Governance and Control: Ensure conformity with global and market standards of client services, regulatory compliance, KYC, product delivery and operating model. Ensuring that all actions are in line with procedures according to the Front Office manual.
- Query Resolution: Undertake query resolution related to client portfolio Act as the escalation point for serious issues related to client complaints
- Operational Support: Provides accurate/timely preparation of file notes, client letters and other client documentation (e.g. marketing material) for all client meetings and follow up as required; Act as focal point for clients dealing with day-to-day administration across the range of services and products.
Education
- Postgraduate Degrees and Professional Qualifications: Business, Commerce and Management Studies (Required)
go to method of application »
Job Description
- Stakeholder Management: Actively promote and manage the collaborative engagement of internal and external stakeholders, including regulators, suppliers, clients, service providers, business partners and other Absa entities
- Sales Target : Proactively make self-initiated contact with customers in order to deliver against the required sales targets
- Customer Engagement: Do activity planning by identifying the clients to be contacted during a particular period.
- Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards
- Manage own broker practice: Ensure that staff members (Broker Assistants an Interns as relevant) have a clear understanding of their roles and responsibilities within the practice
Education
- Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Method of Application
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