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Job Summary

Job Purpose.

•Overall in-charge of Customer Onboarding via all channels i.e. Digital channels such as iBOC, Branch channel such as eBox and BOC, Credit Card across all the markets segments ranging from Retail, Business Banking and CIB.
•To be a SME in Client On-boarding process (Personal and Non-personal accounts), Maintaining Personal/Business Customer Accounts and Loan booking
•To undertaking the managerial function such as setting up KPIs, Performance objectives, Performance review and assessment for the Team.
•To drive a diverse team of process associates working towards pre-defined targets
•Manage day-to-day activities of the team and ensure compliance/credit to procedures and policy guidelines, encourage, and motivate processors.
•To drive and deliver exceptional business performance through the excellent execution of support duties to ensure that operations are being effectively performed so as to provide World Class Customer
•Working on Improving Day to Day Activities in light of improving Customer Experience
•Prepare Dashboards and KPIs which will show Team’s performance and accountability

Job Description

Job Purpose.

• Overall in-charge of Customer Onboarding via all channels i.e. Digital channels such as iBOC, Branch channel such as eBox and BOC, Credit Card across all the markets segments ranging from Retail, Business Banking and CIB.
• To be a SME in Client On-boarding process (Personal and Non-personal accounts), Maintaining Personal/Business Customer Accounts and Loan booking
• To undertaking the managerial function such as setting up KPIs, Performance objectives, Performance review and assessment for the Team.
• To drive a diverse team of process associates working towards pre-defined targets
• Manage day-to-day activities of the team and ensure compliance/credit to procedures and policy guidelines, encourage, and motivate processors.
• To drive and deliver exceptional business performance through the excellent execution of support duties to ensure that  operations are being effectively  performed so as to provide World Class Customer
• Working on Improving Day to Day Activities in light of improving Customer Experience
• Prepare Dashboards and KPIs which will show Team’s performance and accountability

Main accountabilities and approximate time split

Operational Functions

• To perform & ensure accurate sampling of each advisor in accordance to approved process and procedures, international regulations
• To ensure Team do achieve the required volume of work within the established deadlines / service standards
• Identify and investigate problems specific to their area of expertise and recommend remedial action
• Ensure the Team Adhere to quality control discipline, procedures and checks at all times.
• Manage the Team with Day to day query resolution, with upward escalation of more complex queries to the management team
• Report issues and concerns as soon as possible to Team manager in time and with complete information, in which effort is made to prevent or limit possible damage
• Manager administration of the section, including organizing workflow, queue management & query resolution
• Responsible for driving own performance management, collating relevant documentation, preparing for and arranging team’s & self-performance reviews
• Thorough solution of queries & identify improvements to processes
• Provide advice, guidance & training to new processing staff
• Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions To contribute to team performance and development of effective working relationship with colleague
• Identify and suggest changes to enhance and improve processes, and increase productivity
• To provide support and cover in terms of knowledge management to other Process Experts as and when required ensuring effective team working across the operations floor
• Manage audits targeting Customer Onboarding
• Operate in a high pressure environment with focus on customer service focus

Relationship Management (10%)

• The job holder will need to establish and maintain relationship with other peers across Businesses, technology and Customer Experiences, Compliance for betterment of Operations under Onboarding
• Needs to manage Outsourced Services under Onboarding such as Credit Card Process, Customer sanctions
• Work closely with Credit Team and Collection to address challenges and improvement plans on Credit Book plans
• Collaborate with direct Sales and Branch Channel on prioritisation on Sales Targets

Risk Management

• Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
• To manage the TEAM from process, system and control point of view
• Discuss and finalize Performance Development Plans and ratings
• Screening and confirmation of all applications received i.e. Credit Check via Credit bureau, KYC compliance and Sanction Screening
• Timely Reporting faults as per process in place.
• Build and Manage KPI per individual in the Team to ensure clear contribution per individual
• Build and Manage Fraud detection capabilities
• Achieve operational rigor excellence in all aspects of procedures and processes personally undertake to ensure Satisfactory audit
• Allocate and review regular snap checks as stipulated in the bank procedure manual.
• Undertake snap checks  accurately and timely
• Improve on Conformance findings and ensure non re-occurrences

Operations Efficient

• Support the team leader on minimization of overtime, stationery and other Operation costs.
• Provide cover for team leader as required and be a fast learner, doing wholeheartedly, communicating with passion and enthusiasm, embracing change as a way of working.
• Achieve individual and team targets for customer service targets (both internal and external)

Decision Making and Problem Solving

• Undertake enquiries duties as required in order to provide excellent customer service
• Maintain effective performance towards dynamic business circumstances, questioning procedures and proactively seeking solutions
• Identify and investigate problems and recommend remedial action

Risk and Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture

• Understanding of own role in the end to end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future.
• Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline

Technical skills / Competencies

• Knowledge of power point, MS Visio, MS Project and MS office suite inorder to prepare manuals, data flow diagrams and prepare presentation decks.
• Effective communication between team members, key stakeholders, vendors, and everyone else involved in a project or operation
• Time management to keep tasks and activities on track and according to agreed SLAs and schedule.
• Leadership skills to effectively manage a team and offer coaching or motivation when required
• Organizational acumen to keep track of all of the various complex moving pieces involved in a project or ongoing operations of a business
• Problem solving and adaptability required to be flexible and make adjustments as necessary
• Technical expertise in your specific domain or industry, to help anticipate problems and solutions before they occur

Knowledge, Expertise and Experience

• Bachelors/Master’s degree in relevant professional qualification in banking and accounting from a reputable institution;
• Relevant Skills on similar Role
• Proficient operational and financial acumen.
• Proven leadership and people management skills with a high level of commitment and enthusiasm
• Excellent written and verbal communication skills.
• Outstanding organizational skills

Absa Values

Approvals

Absa’s  Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• I drive high performance to achieve sustainable results
• I’m obsessed with customer
• I have an African heartbeat
• I believe our people are our strengths

Agreed by Current Job Holder

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)