Job Summary


Work embedded as a member of squad OR; across multiple squads to produce, test, document and review algorithms & data specific source code that supports the deployment & optimisation of data retrieval, processing, storage and distribution for a business area.


Job Description

Data Architecture & Data Engineering


Understand the technical landscape and bank wide... architecture that is connected to or dependent on the business area supported in order to effectively design & deliver data solutions (architecture, pipeline etc.)
Translate / interpret the data architecture direction and associated business requirements & leverage expertise in analytical & creative problem solving to synthesise data solution designs (build a solution from its components) beyond the analysis of the problem
Participate in design thinking processes to successfully deliver data solution blueprints
Leverage state of the art relational and No-SQL databases as well integration and streaming platforms do deliver sustainable business specific data solutions.
Design data retrieval, storage & distribution solutions (and OR components thereof) including contributing to all phases of the development lifecycle e.g. design process
Develop high quality data processing, retrieval, storage & distribution design in a test driven & domain driven / cross domain environment
Build analytics tools that utilize the data pipeline by quickly producing well-organised, optimized, and documented source code & algorithms to deliver technical data solutions
Create & Maintain Sophisticated CI / CD Pipelines (authoring & supporting CI/CD pipelines in Jenkins or similar tools and deploy to multi-site environments – supporting and managing your applications all the way to production)
Automate tasks through appropriate tools and scripting technologies e.g. Ansible, Chef
Debug existing source code and polish feature sets.
Assemble large, complex data sets that meet business requirements & manage the data pipeline
Build infrastructure to automate extremely high volumes of data delivery
Create data tools for analytics and data science teams that assist them in building and optimizing data sets for the benefit of the business
Ensure designs & solutions support the technical organisation principles of self-service, repeatability, testability, scalability & resilience
Apply general design patterns and paradigms to deliver technical solutions
Inform & support the infrastructure build required for optimal extraction, transformation, and loading of data from a wide variety of data sources
Support the continuous optimisation, improvement & automation of data processing, retrieval, storage & distribution processes
Ensure the quality assurance and testing of all data solutions aligned to the QA Engineering & broader architectural guidelines and standards of the organisation
Implement & align to the Group Security standards and practices to ensure the undisputable separation, security & quality of the organisation’s data
Meaningfully contribute to & ensure solutions align to the design & direction of the Group Architecture & in particular data 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. OLA’s, IAAS, PAAS, SAAS, Containerisation etc.
Monitor the performance of data solutions designs & ensure ongoing optimization of data solutions
Stay ahead of the curve on data processing, retrieval, storage & distribution technologies & processes (global best practices & trends) to ensure best practice


Risk & Governance


Identify technical risks and mitigate these (pre, during & post deployment)
Update / Design all application documentation aligned to the organization technical standards and risk / governance frameworks
Create business cases & solution specifications for various governance processes (e.g. CTO approvals)
Participate in incident management & DR activity – applying critical thinking, problem solving & technical expertise to get to the bottom of major incidents
Deliver on time & on budget (always)


Must have experience in:


Spark and Scala Developers
Hadoop experience 
Experience in ETL
AWS (S3 Buckets)
Data Engineering skill


Education


Bachelor's Degree: Information Technology more

Job Summary

To deliver operations administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs)

Job Description


Operations support: Provide operations support against standard operating procedures | Ad Hoc duties: Provide support to customers and team as required to ensure team performance on an ongoing basis |... Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards 


Education


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

Job Summary

The jobholder will ensure effective design, provision and management of the end-to-end delivery of all infrastructure services i.e. Network (intranet, Extranet, Internet, Internet facing environments,3rd party connectivity via VPN’s, Internet breakouts), Load Balancers, Firewalls Data Centre Mobility, Voice Services, Wireless

Job Description

Key Accountabilities

Networks,... Infrastructure and Data Centre Management 60%


Responsible for ensuring 99.5% uptime of all the platforms being supported
Ensure Absa Group IT standards and procedures are in place and adhered to.
Support and manage the network infrastructure
Management of all aspects of problem definition through resolution, supplier liaison, development of escalation procedures and monitoring adherence to them.
To carry out system administration, performance tuning and capacity planning, to continually assess the installation to ensure it is appropriate for current and planned developments making recommendations for change.
Evaluate equipment requirements and proposals for supply, implementation and development of new or existing services and systems.
Keep updated with the latest trends in IT and IS development.
Provide complete & expert support to IT Service and Support analysts, into resolution of complex problems, installation, operation and management of servers and clients.
Act as an escalation point for the business in the absence of the Manager. 
Install, test and audit hardware and software systems and configure the computers to ensure effective and secure systems.
Design and develop new network solutions for new initiatives
Develop plans to ensure effective scheduling of IT Change ensuring the completion of Technology projects within expected time and cost frames.
Ensure that projects are executed according to projects scope and that project deliverables are met by liaising effectively with Project Managers and the business.
Ensure SLA’s are followed and met, through the monitoring and reporting of targets, and the undertaking of corrective action where necessary.
Ensure all current IT systems are operating effectively.
Ensure that documentation of server configurations, local area networks and any changes to the configuration/network design is carried out.
Ensure the highest level of system availability and performance is achieved through measurement and proactive initiatives.
Regular monitoring of all outstanding faults and liaison with the services providers regarding the faults and provide reports on a regular basis on network and bandwidth utilization
Effectively manage and control the Data Centers


Risk Management – 15%


Build relationship with country Technology Risk and Compliance team and provide support wherever required.
Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team members to see if control requirements are being adhered to. Coach the team members on areas for improvement and highlight major failures to the manager of the area
Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews
Identify losses due to processing errors or internal fraud in the department. Escalate to the manager and provide all the required information to allow logging of the Risk and Loss events. Participate in the investigations
Make team members aware of all the changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have.
Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets.


Controls – 15%

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

People Management – 10%


Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader.
Responsible for ensuring own plan is completed within agreed timescales.
Complete all necessary training and obtain accreditation to meet role standards.


Education and experience required


Undergraduate or higher in Computer Science, information Technology or any other Technology related field.
IT network planning and operations experience.
8 years minimum IT experience
Experience in digital financial services from either Telco or Financial Institution companies.
Experience in solutions development lifecycle management using waterfall, agile & hybrid methodologies.


Subject Matter Expert Qualifications


ITIL Certification.
Any cloud certification (AWS/Azure/Google).
Network certification – CCNP or equivalent.
Firewalls, switching and routing certifications.
Excellent understanding of Infrastructure.
Minimum of 4 years’ service management experience


Knowledge and skills: (Maximum of 6)


Professional networking skills (Solid)
Cloud expertise (Solid)
ITIL - Governance Framework (Solid)
Software Defined WAN SDWAN skills (Solid)
Understand the IT service delivery within a corporate environment (Advanced)
Negotiation Skills (Solid)
Communication Skills (Written and Verbal) (Solid)
Conceptual thinking, ability to analyze, make decisions and initiate action (Solid)


Competencies: (Maximum of 6 competencies)


Agile ways of working (Meets all the requirements)
Business Analysis (Meets all the requirements)
Creative and innovative thinking (Meets all the requirements)
Openness to change (Meets some of the requirements and needs further development). more

Job Description

Key Accountabilities (Duties & Responsibilities)

Business Growth – Time Split 60%


Implement business strategic initiatives and create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation, and Returns.
Diligently monitor branch business performance and... make adjustments to the execution strategies accordingly.
Manage branch portfolio risks in line with the bank’s portfolio appetite.
In conjunction with the regional manager and product development, conduct product reviews and product development through constant feedback from the market.
Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, Bancassurance, and Lead generation team to maximize cross-selling opportunities.
Conduct market intelligence to identify new market opportunities, customer trends, existing geographical strength, emerging government directives, and changes in policy by regulators.
Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
Harness existing staff potential and create new competencies in order to achieve competitive advantage.
Lead the branch team to achieve its customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals, and acquisitions. Support will include achieving branch sales targets as well as participating in and leading sales activations.
Establish firm relationships with the Top 200 clients and business influencers in the local area.
Provide regular feedback to the staff (individual/corporate) on performance (Sales, NPS, etc).
Provide clear direction and guidance to branch staff on business objectives, translating and prioritizing them into business performance measures at the branch level.
Ensure proper controls, processes & procedures are always adhered to as per the laid down Absa bank policies.
At all times, ensure the branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes opening and closing branch batch on the core banking system.
The Branch must maintain the look and feel as per the Absa bank standards.
Ensure that Absa Bank’s policies are always adhered to when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is always observed.
Ensure all relevant system reports are printed, appropriately reviewed, signed off on a timely basis, and filed as per Absa Records Management policy.
Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.


In conjunction with the Branch Operation Lead - BOL, you are responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:


Branch expenditure.
Equipment maintenance.
Overtime approvals.
Stationery consumption, telephones, electricity, water, travel etc.
Staff costs
Sundry losses
Ensure compliance with operational, Security, controls, and process risks requirements to avoid losses and prevent fraud arising from operational lapses, and to protect Bank and customer assets.
Ensure that the branch achieves a minimum satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
Ensure that relevant approvals for all transactions are always sorted as guided in the laid down policies.


Internal Controls, Governance, Processes & Procedures – Time split 15%


Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies through the BOL.
At all times, through the BOL, ensure the branch is compliant with all regulatory requirements i.e. opened and closed within the approved regulatory timelines, all approved licenses are in place and up to date etc.
Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
Ensure all relevant system reports are printed, appropriately reviewed, signed off on a timely basis, and filed as per Absa Records Management policy.
Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.


Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:


Branch expenditure.
Equipment maintenance.
Overtime approvals.
Stationery consumption, telephones, electricity, water, travel etc.
Staff costs
Sundry losses
Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses, and to protect Bank and customer assets.
Ensure that the branch achieves a minimum satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
Ensure that relevant approvals for all transactions are sorted at all times as guided in the laid down policies.
Ensure all fees and commissions due to the bank are collected.
Drive quality sales through actioning of unfunded accounts, uncollected credit cards, and delinquency.
Ensure Data privacy policies are adhered to at the branch at all times.


Customer Experience: Time split 15%


The Branch must maintain the look and feel as per the Absa bank standards.
Ensure excellent customer experience is always maintained.
Ensure set TAT is achieved at all times.
Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
Ensure set TAT in response to customer queries by phone, email, or by letters is strictly adhered to.
Ensure customer data is up to date.
Ensure branch NPS scores are maintained as per the set standards.
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
Provide leadership around customer experience at the branch.
Monitor the counter service to ensure customers are served within the acceptable waiting time.


Capacity Building & People Management: Time Split 10%


Build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork, regular duty rotations, and effective succession opportunities to ensure maximum productivity.
Help in resource planning, setting performance objectives and measures of success for direct reports, and providing regular feedback on performance.
Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of branch staff.
Effectively manage, mobilize, and coordinate branch resources (Staff, equipment, safe environment etc.) to achieve common goals.
Ensure the assigned e-learning and internal training activities for self and direct reports is undertaken within set timelines.
Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff
Manage performance/disciplinary issues/grievances for branch staff
Management of leave/sickness


Role/person specification

Qualification

University degree in a relevant discipline or relevant experience to compensate, post graduate qualifications will be an added advantage.

Preferred Experience

At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.

Knowledge and Skills


Business understanding and management experience of Retail / Consumer and Business Segments
Working knowledge of Branch Operations and Controls
Demonstrable experience in Customer Service management including complaint management / resolution.
Hands on experience of sales management including leading Direct Sales teams.
People management experience of big teams
In-depth knowledge of banking products, strategies, and structures in Retail,
Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments.
Good working knowledge of people policies and procedures
Thorough understanding of the banking industry practices and regulations.
Well informed on general economic, political, and business environment.
Up to date knowledge of competitor and market activity in local area
In-depth understanding of core banking operating IT systems e.g., Flexicube more

Job Summary

Systems administration, engineering and provisioning, digital transformation and Innovation, operational support, Project management and maintenance

Job Description

System administrator Engineering and provisioning:


Engineering of systems administration-related solutions for various projects and operational needs.
Install and configure systems IAS infrastructure... applications or any other management applications.
Install new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage e.t.c in accordance with standards and project operational requirements.
Contribute and maintain system standards.
Research and recommend innovative and where possible automated approaches for system administration tasks.
Develop and maintain systems standards.


Digital Transformation and Innovation


Identify and integrate emerging technologies (e.g., AI, RPA, blockchain) to improve business efficiency.
Lead or contribute to digitalization projects that enhance policy issuance, claims processing, or fraud detection.
Research and propose innovative IT solutions that align with business needs.
Identify inefficiencies in IT and business processes and recommend technology-driven solutions.
Implement cost-saving IT initiatives that reduce operational expenses while improving service delivery.


Operational support:


Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs and verifying completion of schedule jobs and backups.
Perform regular security monitoring to identify any possible intrusions. Perform daily backup operations, regular file archival and purge as necessary and create, change delete user accounts as per request and authorised.
Repair and recover from hardware and software failures.
Provide tier III and other support per request from various constituencies. Investigate and troubleshoot issues.


Project management


Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects
Ensure that all projects are delivered on-time, within scope and within budget
Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
Ensure resource availability and allocation
Develop a detailed project plan to monitor and track progress
Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques
Measure performance using appropriate project management tools and techniques
Report and escalate to management as needed
Manage the relationship with the client and relevant stakeholders
Perform risk management to minimize potential risks
Establish and maintain relationships with third parties/vendors
Create and maintain comprehensive project documentation
Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
Delegate project tasks based on junior staff members' individual strengths, skill sets, and experience levels
Track project performance, specifically to analyze the successful completion of short and long-term goals
Develop comprehensive project plans to be shared with clients as well as other staff members
Develop spreadsheets, diagrams and process maps to document needs


Maintenance:


Apply OS patches and upgrades regularly and upgrade administrative tools and utility.
Upgrade and configure systems software that supports IAS infrastructure or any other application per project or operational needs.
Perform periodic performance reporting to support capacity planning.
 Maintain data centre environmental and monitoring equipment.
Perform ongoing performance tuning, hardware upgrades and resource optimization as required.
Configure CPU memory and disk partitions as required.


Education


Higher Diplomas: Physical, Mathematical, Computer and Life Sciences (Required) more

Job Summary


Ensure that all activities and duties are carried out in full compliance with regulatory requirements.
Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
Understand and manage risks and risk events (incidents) relevant to the role.


Job Description

Accountability: SALES TO ECOSYETEM CUSOTMERS     TIME SPLIT  60%


Deliver... exceptional sales performance by identifying and meeting customer needs  through selling & cross selling of all Absa Bank Retail products and services to ecosystem customers.
Provide direct “hands on” sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
Participate in specific product campaigns by ensuring that the products are explained to customers.
Agree, meet and exceed targets for specific sales campaigns.
Maintain own sales performance statistics for management information usage.
Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets.
Refer to the appropriate area of delivery for specialist product help or advise (e.g. Schemes or Mortgage) when uncertain about the product delivery or application process.  Respond directly to the customer.
Complete account opening documentation together with customers and submit to Line Manager for review before submitting to operations for processing.
When selling loans to ecosystem customers, complete the financial analysis and statement review on customer accounts.  Where customers do not meet the minimum criteria, advise the customer verbally or in writing as the customer requires.  Report such denials to the Line Manager on a daily basis.
Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held.


Accountability: CUSTOMER SERVICE   TIME SPLIT 15 %


Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner.  Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager.
Build relationships with internal service providers (Operations and the KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
Advise customers as soon as new loans are approved and encourage drawdowns on the new loans
Open scheme loan accounts referred by the Scheme Loans Relationship Managers


Accountability: OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS        TIME SPLIT 15 %

“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”


Ensure accuracy of each new account application, loan document, Barclaycard application and all other customer documents. Lead Generators (LGs) are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Line Manager.
Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.


Accountability: CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM/PERSONAL DEVELOPMENT     TIME SPLIT 10%


Share knowledge and experience with other Lead Generators in the team.
Provide cover for other Lead Generators in case of excessive workload or absence.
Deputize for the Line Manager whenever required.
Agree annual performance objectives with the Sales Manager, including specific sales targets.
Pursue continued improvement in personal development by participating in development programs and training.


Education


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

Key Accountabilities.

Advisory (45%)


Provide Compliance support to the two subsidiaries
Proactively advise the businesses on new regulatory developments
Steer the businesses towards compliance with new regulatory developments
Provide Compliance guidance on day to day dealing and matters
Deliver other Compliance related projects as and when directed
Enhance and promote a... compliance culture through awareness activities
Advise business on compliance issues and providing of compliance opinions
Implement, embed and monitor compliance policies, processes and methodology in the business operations.
Create and build a compliance presence in the business
Participate in the new product initiative process by reviewing new product proposals for compliance against local regulatory requirements
Ensure that business addresses concerns raised by the Regulator /delivers on commitments made to the Regulator
Implement and comply with AIA Audit recommendations
Follow up on any compliance related findings or action items
Advise business on any changes in set standards/ local requirements (throughout the year)
Identify business impact for new regulatory requirements and escalate upwards as necessary
Act as point of contact between business and Compliance department.


Liaise with regulators (20%)


Effectively manage regulatory relationships. This includes the CMA, RBA, IRA
Timeously respond to regulatory requests
Ensure timely closure of regulatory commitments


Stakeholder Management (15%)


Effectively manage in country compliance with the businesses.
Keep the in-country Compliance Director informed on compliance matters which may pose financial or reputational risks for the business.
Attend relevant in country meetings, and assist forums in identifying and comprehending compliance risks
Communicate regulatory issues/concerns with internal stakeholders and line management
Develop and implement program for regular meetings with internal stakeholders 
Assist business to draft correspondence and presentations to the Regulator.


Reporting (20%)


Prepare reports to various governance forums
Submit reports to the in-country Compliance Director
Complete & submit accurate & timeous compliance returns and regulatory and reports (monthly, quarterly, yearly)


Qualifications & Experience


Bachelor’s degree
4 years of experience in Compliance Management more

Job Summary

The Service Desk Analyst plays a critical role in providing first-line support and resolution to IT-related incidents and service requests from colleagues. They are responsible for ensuring timely and efficient troubleshooting, incident management, and customer service delivery.



The Service Desk Analyst serves as the single point of contact for technical assistance,... monitoring systems, helping users to resolve IT incidents and events while maintaining high levels of customer satisfaction at the Service Operations Centre as per ITIL guiding principles

Job Description

Key Accountabilities

Incident Management – 30%


Ensure all incidents are logged on the ITSM tool – ServiceNow. Prioritize and categorize incidents based on urgency, following established procedures & service level agreements and correctly assigned to appropriate support group for resolution.
Perform initial analysis and troubleshooting, attempting to resolve service interruptions at the first point of contact.
Management, ownership, and handling of incidents throughout their lifecycle and ensuring regular feedback is shared to users as per the ITIL guidelines.
Escalating complex or unresolved incident to appropriate technical teams with comprehensive details and supporting documentation.


Service/ Request Fulfilment - 10%


Take end to end ownership of major/minor incidents and ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.


Call management – 20%


Single Point of Contact (SPOC) for all IT related interactions with internal and external users
Monitor service desk phone lines and emails to ensure all incidents are responded to and resolved.
Providing IT Service management information and associated reports.
Develop service trends and ensure that effective service improvement measures are in place.


Service Monitoring – 30%


Provide oversight monitoring at the Service Operations Centre for the Bank’s systems and escalate all Service event breaches and follow up for restoration.


Risk Management – 5%


Build a relationship with country Technology Risk and Compliance team and provide support whenever required.
Devise and implement an effective plan to deliver a satisfactory risk audit report and compliance requirements.


People Management – 5%


Responsible for driving own performance training & development, collating relevant documentation, preparing, and arranging regular reviews.


Qualifications


Bachelor's degree in Information Technology, Computer Science, or a related field.
ITIL V4 Foundation. ITIL Service Practioner would be an added advantage
Strong knowledge of desktop operating systems (Windows, macOS), productivity software (Microsoft Office), and common business applications. Certifications in CompTIA A+, Microsoft Certified Professional, Linux are an added advantage


Experience


2 years of experience as a Service Desk Analyst or in a similar technical support role, preferably within the banking or financial services industry.


Knowledge & Skills


Familiarity with IT service management ITIL principles by providing 1st Level support to logged incidents and within agreed SLA to meet varying needs of the Business.
Strong customer service orientation and interpersonal skills, with the ability to communicate effectively with users at all levels of technical proficiency.
Excellent troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues. more

Job Summary


To drive and deliver exceptional Premier Banking performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence in the Segment. .See below summary
To drive implementation of business and service strategies to deliver Premier growth targets.
Provide powerful leadership in the center to... ensure the delivery of the business plans by establishing a high-performance culture amongst the team.
Achieve operational rigor excellence and maintenance of a healthy business environment through strict adherence to operations and compliance policies and guidelines.


Job Description

Main accountabilities and approximate time split.

People Management; Time Split: 25%


Working with the team to achieve sales & service through business development activities in partnership with CIB, Ecosystem, AAW, Branches.
Build and develop a high performing team through embedding performance development and coaching. Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
Discuss and finalize Performance Development Plans and ratings for all staff in the Premier center.
Make reward decisions within guidelines set up by Policy and Reward.
Determine and manage Training Needs Analysis and Succession plans for all staff.
Manage staff attendance levels, based on monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc) and submit to HR for record keeping.
Directly responsible for discipline - initiate misconduct or incapacity charges, follow Barclays discipline processes together with HR and an independent chairperson.
Ensure that staff own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Act as the escalation point for their unresolved queries and complaints.
Motivate staff and ensure they are recognized through the Absa Africa recognition schemes.
Create an empowering environment for the team encouraging individual ownership and initiative.


Business Management; Time Split: 40%


Take accountability for the overall achievement of Retail performance objectives for the segment in terms of:

Employee Satisfaction
Customer experience
Sales growth, income contribution and total balance sheet (assets and liabilities).
Costs performance
Risk and rigor management





Accountable for achieving annual sales targets as agreed with the Head of Premier and monitoring of progress towards achieving targets is done on a weekly basis.
The Lead-Client Relationship is responsible for maintaining a healthy balance sheet in the center i.e. Impairment management and ensuring assets on the books of the center are performing to expected standards,
Full ownership of ensuring Customer Call Reports are implemented, BOC CDD is completed by Relationship Managers as required.
Drive CLM objectives covering the key broad areas of Acquisition, Activation, Value Management, Retention and Reactivation.
Monitor key value drivers for the business - Involved, Engaged, Activation, Revolve, Attrition, Profitability,
Cost center owner and can sign off on invoices and all payments, within overall annual cost budget as agreed with Head of Premier.
The role holder is responsible for strict cost management in their center including reviewing all service provider quotations before work can proceed.
Lead-Client Relationship is expected to oversee on a monthly basis, of all the direct and indirect costs generated by the Centre, including:

 Summaries of total overtime
 Equipment maintenance
Stationary consumption/telephones etc.
Sundry losses
Staff costs
Premises and utilities





Provide clear direction to staff on the Absa Retail business objectives, translating and prioritizing into business performance measures at center level.
Understand and provide clear direction to the team based on market analysis of local area consumer trends and competitor offerings.
Based on analysis, request that product within ranges, or new product ranges from the current set available in Absa Retail, be added to the portfolio of products the Center offers. Implement new product sets with assistance from specialist product managers.
Ensure that merchandising materials are displayed in accordance with guidelines. •
Brief staff on promotional and product launches; provide regular feedback on sales performance.
Establish relationships with key clients or business influencers in the local area, including client events.
Monitor daily staff performance to ensure sales and portfolio growth targets are achieved in the right way in line with our values.
Ensure that all staffs in cash management and Account opening are trained prior to taking up their roles.


Rigour Compliance Time Split: 5%


Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Ensure compliance with operations risk and rigor requirements e.g. Health & Safety standards, security of premises, KYC and anti-money laundering measures.
Ensure that all staff in the Center adheres to all Barclays Information Security policies and procedures through regular communication to staff and spot checks.
Conduct regular quality checks on all processes, focusing on transactions with high financial levels and operational risks of the process, including Crisis Management, systems, reviewing control reports, etc.
Ensure that all Absa Africa procedures are followed through regular communication to staff and spot checks.


Customer Service; Time Split: 30%


Where customers request to deal directly with Lead-Client Relationship, the Lead-Client Relationship takes ownership of the query/complaint resolution process.
Review monthly query and complaint trend analysis and provide input to their action plans to prevent recurring issues.
Ensure all customer contact points in the center, including equipment (PC’s, printers, notes counters etc.) are of the highest service standard.
Through effective Center management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, AIR, ATM’s etc. Although this actual function is performed by the M &G, the Lead-Client Relationship remains accountable for ensuring that it happens effectively.
Manage remote and manual authorizations, by assigning responsibility for authorizers, and personally authorizing such transactions, to ensure efficient counter service.
Interact regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers. .
Interview all customers who want to close their accounts because of poor service or high tariffs to determine the root cause and attempt to retain
Proactively drive implementation of service initiatives in the center


Role/person specification

Qualification

Bachelor’s degree from a recognized university

Technical skills / Competencies


People Management
Coaching and training skills
Strong communication and Presentation
Business Management/Financial Management
Performance Management
Resource Management
Cultural and Change Management
Planning
PC Skills
Decision-making skills


Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies) Essential


In-depth knowledge of the full Absa Retail product set, Local Business services, and Corporate Business services including Treasury.

In-depth understanding of the full range of Premier product set, small business services
An understanding of technical support systems e.g. FCR, BOC, IBOC, Core Pricing & Billing.
Good understanding of AARAF Risk Policy and Group governance requirements.
Detailed understanding of Premier Strategy, operating structure and interface with other functions.
Business Management experience of a distributed channel; circa 3-5 years.
Experience of managing large teams.
An understanding of the Personal High Value Clients’ needs in the Kenyan market.
Basic understanding of investment banking techniques and products


Understanding of Absa Retail strategy, operating structure and interface with other functions
Detailed working knowledge of Risk and Credit policies and procedures
Good understanding of group structure and interfaces with other functions
Detailed understanding of people policies and procedures
Up to date knowledge of competitor and market activity in local area more

Accountability: SALES TO ECOSYETEM CUSOTMER  TIME SPLIT  60%


Deliver exceptional sales performance by identifying and meeting customer needs  through selling & cross selling of all Absa Bank Retail products and services to ecosystem customers.
Provide direct “hands on” sales support (quality lead generation and effective follow-up to generate and convert quality leads into... sales.
Participate in specific product campaigns by ensuring that the products are explained to customers.
Agree, meet and exceed targets for specific sales campaigns.
Maintain own sales performance statistics for management information usage.
Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets.
Refer to the appropriate area of delivery for specialist product help or advise (e.g. Schemes or Mortgage) when uncertain about the product delivery or application process.  Respond directly to the customer.
Complete account opening documentation together with customers and submit to Line Manager for review before submitting to operations for processing.
When selling loans to ecosystem customers, complete the financial analysis and statement review on customer accounts.  Where customers do not meet the minimum criteria, advise the customer verbally or in writing as the customer requires.  Report such denials to the Line Manager on a daily basis.
Call customers when their accounts have been opened and provide the customer with contact information for the branch at which their account is held.


Accountability: CUSTOMER SERVICE TIME SPLIT 15 %


Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner.  Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager.
Build relationships with internal service providers (Operations and the KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
Advise customers as soon as new loans are approved and encourage drawdowns on the new loans
Open scheme loan accounts referred by the Scheme Loans Relationship Managers


Accountability: OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS TIME SPLIT 15 %

“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”


Ensure accuracy of each new account application, loan document, Barclaycard application and all other customer documents. Lead Generators (LGs) are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Line Manager.
Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.


Accountability: CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM/PERSONAL DEVELOPMENT TIME SPLIT 10%


Share knowledge and experience with other Lead Generators in the team.
Provide cover for other Lead Generators in case of excessive workload or absence.
Deputize for the Line Manager whenever required.
Agree annual performance objectives with the Sales Manager, including specific sales targets.
Pursue continued improvement in personal development by participating in development programs and training. more