Manager: Customer Experience - Johannesburg, South Africa - Absa Bank Limited

Absa Bank Limited

Verified Company

Johannesburg, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

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Description

Bring your possibility to life Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Develop tactical strategy & associated customer service delivery plans to ensure operational implementation. Influence group practice formulation & adaptation.

Job Description:

Stakeholder Management:
| Lead Analytics Team : Develop and lead appropriate analysis and insight in all aspects of reporting to Exec down to operational level | Management of Ad-hoc requests from the Business: Manage Analytics related Ad-hoc requests from other areas of the Business to support definition and execution of Absa Strategy | Management of Transformation initiatives: Identify and execute transformation initiatives in line with Complaints Strategy

| Coordination of Function:

Manage and provide governance around Functional Budget. Standard tracking & reporting of Functional Expenses & Cost Savings delivered by Function.

| Governance Management:

Effectively management of Absa Complaints function ensuring full compliance to defined Governance Framework

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Take responsibility for the development of the strategy for Customer Experience across the Merchant Customer database with the aim of improving the service and product features available to our customers.

Develop and lead the implementation of client centric service and engagement strategy for merchant acquiring service operation support channels and the acquiring products ensuring and excellent client experience, increased productivity and operational excellence.

Initiate and implement the customer life-cycle concept and roadmap to enable the business to deliver a "best in class" customer experience to our chosen markets

Key Accountabilities

Business Drive:

Ensure the business drives a holistic service approach to customers in line with the brand strategy and customer experience business intelligence within the business.

Facilitate product / process enhancement initiatives with staff & involve them in producing solutions/improvements/action plans to enhance customer services experiences.

Developing Capability & Team Management:

Provide leadership to the direct and indirect teams at the various touch-points to drive appropriate behaviour and a Values based business culture.

Be a visible advocate of the customer experience drive for the business by role modelling behaviours and though models relevant to the customer experience.

Strategic Leadership:
Set and direct the strategic direction for the Operations function, including taking full accountability for resource requirements, business and financial targets, and appropriate governance

Operational Excellence:
Ensure strategic oversight of operational activities and ensure continuous improvement

Change and programme management:
Ensure strategic oversight of the full portfolio of change programmes in line with the strategic direction of the business

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

People Management:
Coach, mentor and manage team members toward driving business objectives and ensuring colleague development

Education

Bachelor's Degrees and Advanced Diplomas:
Business, Commerce and Management Studies (required)