Vacancies at Absa Bank Limited

Job Summary

To market and sell Financial Solutions (products, technology and services) to increase the sales across all retail channels and other potential markets. To identify and attract new business and retain the existing customer base.

Job Purpose

Reporting to the Senior Manager, Growth & Commercialization, holders primary focus is to cultivate and manage strategic partnerships and alliances with external organizations to drive mutual business growth and create value for the bank. Holder will play a critical role in driving business growth, expanding market reach, and fostering innovation through strategic partnerships and alliances. Focus will be on identifying opportunities, building relationships, and executing collaborative initiatives to create value and competitive advantage in today's interconnected business landscape.

Key Accountabilities

Strategy & Commercialization 50%

• Drive partnerships & ecosystem growth strategy including identifying and crafting market relevant, high-value ecosystem offerings with supporting Go-to-Market motion(s) and associated operating model structures to meet financial targets.
• Be accountable as a business leader for achievement of the ecosystem’s financial and strategic outcomes.
• Developing the business case in support of the ecosystem transformation (revenue case and investment case).
• Actively participate in developing the ecosystem’s commercial strategy (and its continuous iteration) that defines the short-term and long-term plans that leverage on technology and digitization capabilities for the business.
• Lead the definition and execution of the business models, products, and Go-To-Market (GTM)/Distribution strategies for the ecosystem.
• Structure the ecosystem outcomes and prioritize their execution, ensuring stakeholders are aligned and all organization resources are mobilized for the achievement of the intended value.
• Formulate and mobilize high-growth strategic partnerships that deliver innovative and transformative programs, with a particular focus on differentiated best in class solutions.
• Engage key customers and industry stakeholders e.g. Banks, Partners, Regulators and other partners to execute programs that increase growth and deepen product penetration and adoption.
• Pre and post launch design and implement optimization tests across our end-to-end customer funnel (from acquisition through lifecycle retention).
• Leverage insights from data to design targeted lifestyle retention and loyalty programs to sustain usage performance and mitigate churn.
• Scan more widely for digital innovation opportunities (beyond the status quo fields of where to look).

Stakeholder Engagement – 30%

• Managing project teams (organize work plans, manage performance and growth of analysts).
• Constantly collect market feedback and disseminate it to internal teams.
• Partner activation, reporting & governance.
• Participating in thought leadership initiatives.
• Leading sales efforts to position ecosystem strategy initiatives with our clients.
• Assure effective governance of the ecosystem’s processes.
• Research, development, implementation and review of partner on-boarding, partner management standards, rules of engagement, governance and quality assurance processes for the ecosystem based on best practice.
• Define engines/structure/procedures to support implementation of ecosystem growth through their lifetime customer journey.

Customer Management – 20%

• As the Voice of Customer SPOC for the ecosystem, lead discussions with stakeholders to understand customer jobs with a view of guiding solutioning and development prioritization.
• Raise awareness of our brand assets and creating opportunities for meaningful engagement with key stakeholders within the wider ecosystem.
• Create opportunities to engage with relevant partners in a way that generates maximum value for our stakeholders.
• Host relevant events with external audiences (talks, round tables, VIP tours), participating in conferences and speaking engagements, networking, and more.
• Analyzing a market and identifying revenue growth opportunities.
• Developing comprehensive growth and monetization strategies.
• Defining how to orchestrate the ecosystem/channel and design the required supporting programs and supporting go to market motions.
• Skilled at leading ideation with clients to define innovative market plays, run segmentation analysis, model growth projections, blueprint strategic Go-to-Market motions, design new route to market/operating models, and outline new program architectures and channel enablement capabilities.

Qualifications

• Relevant University Degree

Preferred Experience

• At least 5 years’ work experience, 3 of which should have been in a similar capacity with a proven track record and within a digital business environment.
• Maintain up to date knowledge of competitor and local market activity.
• Experience in driving the growth vision & strategy, go-to-market strategy, and sales strategy.
• In-depth understanding of the various mobile banking platforms
• In-depth understanding of Financial Technology (Fintech).

Technical Competencies

• Strong track record in developing new ventures and strategic business partnerships with demonstrable commercial impact and significant strengthening of customer acquisition and loyalty. You are highly entrepreneurial, innovative, and passionate about emerging themes and opportunities in the new economy.
• You are creative enough to envision capabilities within the ecosystem that simply weren’t possible in the past.
• Commercially minded - you are comfortable speaking the language of marketing/sales funnels, platform thinking, know your way around a business model, and have a creative and strategic mindset.
• Ability to lead and deliver results that have significant impact on the organization through diverse teams.
• Can interact with people (own team, colleagues, customers, stakeholders, and the public at large) in different social and cultural environments, showing respect and positive regard for them in a unifying and professional way consistent with the values of the organization.
• Great public speaking skills - you're confident in front of a room with over 200 people, and you can easily engage & shine in a 1-on-1.
• Creative, process-driven, proactive - while you're great at jumping in and doing things last-minute, when necessary, you have strong skills in creating processes to ensure that nothing is forgotten, and your work flows smoothly.
• Super organised and a proactive problem solver – great at managing your time and workload to ensure everything gets done, and skilled at balancing multiple priorities.
• Deep professional experience developing GTM, and ecosystem strategies related to digital transformation, cloud, mobility, and emerging technologies.
• Naturally inquisitive and successful in researching key issues. Can reflect on what needs to happen next, what might get in the way, and therefore what needs to be put in place to ensure progress. Is aware of what constitutes best practice in the Fintech sector and strives to deliver on this.
• Ability to assess the organization’s vision, goals, objectives, and strategies to identify the desired future.
• Ability to inculcate a culture of project management excellence – project leadership, accountability, high-performance teams, customer and market focus, robust solutions, alignment, discipline, speed, and quality.
• Understands financial management concepts, can use the principles to develop business cases, describe events and incorporate the same in problem solving and decision making.

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Job Summary

Understand the capability and potential of the digital unit and ensure delivery and drive efficiency, recognise and manage environment inefficiencies.

Job Purpose:

Reporting to the Head of Digital Banking, the role holder will oversee development, management, and optimization of digital channels to enhance superior customer experience while increasing user stickiness. Role holder will focus on creation of seamless, user-friendly digital experiences that enhance customer satisfaction while driving user engagement, and revenue optimization through seamless, personalized interactions across all digital touchpoints.

Key Accountabilities

Product Management 50%

• Manage channel feature development end-to-end; provide guidance and feedback to Channel Managers, Engineers and ensure everyone is aligned.
• Be the voice of the customer in the channel development process.
• Develop use cases documentation, Mock-ups for proposed customer journeys.
• Collaborate with other Managers in Customer Management, Operations, Portfolio Management, Data science and Engineers in cross-area features to build products.
• Drive teams to acquire necessary data in order to back assumptions, show value, and drive prioritization.
• Identifying opportunities for new channel development and enhancement in line with the in-country strategy.
• Own the channel development and implementation process in-country.
• Review local channel legal and regulatory assessments completed by the Channel Managers.
• Review channel income analysis prepared by the Channel Managers and present to the local leadership.
• Management of Committee and Emerging Markets channels team.
• Review a customer satisfaction surveys to identify channel issues. Create action plans and implement changes to address such issues.
• Build relationships with internal service providers including Marketing, Communications and Operations and ensure that service level agreements are implemented and maintained where appropriate.

Governance and control 30%

• Review monthly tariff reports prepared by the Channel Managers with particular focus on errors and deviations. Ensure action plans are implemented to address such issues.
• Review notices for submission to local government, regulators, and customers prior to their distribution.
• Liaise with the Operations on any major processing issues directly linked with the channel design or the channels through which the products are distributed.
• Assign snap checks to team members. Collate the results and ensure the remediation action items are implemented. Report any major failures to the Retail Director.
• Ensure that the team complies with all Absa policies and procedures, including Health and Safety, by conducting regular team briefings on the subject.
• Own and manage the business continuity management plan for the Product team. Ensure that bi-annual tests take place and that any failures are reported.
• Report incidents or risk events on the bank’s OpVantage system as required and ensure that proper escalation takes place.
• Ensure that team members abide by required project governance standards for implementation of new products or launch of new distribution channels.

Business Management 20%

• Participate actively in the local ALCO (Asset and Liability Committee) meetings, advising on the most appropriate interest rate strategy for each product, covering balance sheet and income impacts.
• Contribute ideas for alternative product strategies to manage the Asset and Liability Book.
• Continuously review the local basis for customer segmentation and recommend suitable product activity to target and sustain viable and profitable segments in line with the stated Retail strategy in country.
• Monitor and provide feedback to Emerging Markets Retail Management on local competitor product activity and pricing.

Qualifications

• Relevant University Degree

Preferred Experience

• At least 8 years’ work experience, 3 of which should have been in a similar capacity with a proven track record.
• 4 years of Channel Management experience (i.e. creating strategic channel roadmap(s) from conception to launch and working with cross-functional teams).
• Experience driving the product vision, go-to-market strategy, and design discussions.
• Knowledge of multiple functional areas such as Product Management, Engineering, UX/UI, In-depth understanding of the various mobile banking platforms
• In-depth understanding of Financial Technology (Fintech).
• Maintain up to date knowledge of competitor and local market activity.

Technical Competencies

• Adept at qualitative customer interviewing. Familiar with prioritization frameworks like RICE to organize opportunity backlogs.
• Capable of deriving key insights and patterns from customer interviews and using that input to clarify problem statements.
• Proficient at story mapping, to break epics down into smaller product features issues.
• Proficient at collaborating with Design on prototypes to bring potential solutions to life.
• Excellent at breaking epics and issues down into MVPs. Deep familiarity with digital products and the relevant product domain(s). Deep understanding of digital business product and technology architecture, APIs, and tech stack.
• Excellent customer journey mock up skills with domain expertise in material design and Cupertino design standards.
• Excellent use case development skills.
• Able to ensure activities are consistent product business models. Can balance build, buy and partner options for solving customer problems. Can identify new market opportunities & author business cases, as well as forecast the approximate benefits of new features.
• Solid presentation skills at all levels of the company. Appropriately influences & persuade others to a course of action.
• Aligns team with larger digital business product vision and goals.  Able to translate and align strategy in a meaningful way for team, building a shared understanding of team goals and targets.
• Uses situational leadership techniques to provide appropriate level of guidance and latitude to team members. Adept at caring personally for team members and providing candid real-time feedback.

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Job Summary

To market and sell Financial Solutions (products, technology and services) to increase the sales across all retail channels and other potential markets. To identify and attract new business and retain the existing customer base.

Job Purpose:

Reporting to the Senior Manager, Growth & Commercialization, role will drive the growth of the business-to-business (B2B) segment within the bank by implementing strategic initiatives that attract, acquire, and retain B2B customers. Holder will play the core of driving revenue growth, acquiring and retaining B2B customers, and ensuring the success of B2B initiatives within the bank while optimizing return on investment for B2B customers. Holder will develop and execute effective strategies, collaborate with cross-functional teams, and deliver value to B2B customers to drive banks success in the B2B marketplace.

Key Accountabilities.

Product Commercialization & Channel Adoption 50%

• Achieve of set revenue targets through the execution of growth and commercialization initiatives and activities.
• Responsible for the execution of the business models, products, and Go-To-Market (GTM)/Distribution strategies for the segment.
• Monitor and review business performance and apply intervention strategies to ensure achievement of business growth. Develop and implement a robust growth and commercialization framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.
• Build and maintain customer loyalty through an engaging and attractive loyalty and monetization strategies.
• Analyse and segment target markets to determine the appropriate growth and commercialization initiatives to execute to attain business plans.
• Execution of high-level, strategic business development opportunities based on key growth initiatives.
• Execution of a robust growth and commercialization framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.
• Turnaround time standards or benchmarks for the enterprise unit.
• Service Level Agreement (SLA) / Turn-Around Time (TAT).
• Achieve Customer Satisfaction Index (CSI) benchmarks.

Stakeholder Engagement – 30%

• Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analysing new offerings from other banks and FinTech’s in the marketplace proactively.
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
• Proactively participate in organization projects.
• Audit issues closed upon identification, or within the agreed time frames, whichever is shorter. Nil repeat findings.
• Implement, review, and achieve the Customer satisfaction indexes.
• Implement engines/structure/procedures to support execution of customer growth through their lifetime customer journey.

People Management – 20%

• Maintain a high team performance and engagement.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.
• Up-to-date and actioned competency assessments and development plans for the team.

Qualification

• Relevant University Degree (Must have)

Preferred Experience

• At least 5 years’ work experience, 3 of which should have been in a similar capacity with a proven track record and within a digital business environment.
• Maintain up to date knowledge of competitor and local market activity.
• Experience in driving the growth vision & strategy, go-to-market strategy, and sales strategy.
• In-depth understanding of the various mobile banking platforms
• In-depth understanding of Financial Technology (Fintech).

Technical Competencies

• Ability to manage cross-functional processes for the development of customer value propositions and how they are positioned to grow and retain customers.
• Ability to leverage data analytics capability into understanding customer behavior and using the outcomes to inform customer growth and commercialisation initiatives and product enhancements.
• Fluent in the full spectrum of Customer Value Management (CVM) systems.
• Ability to use imagination and new ideas to solutions. Can formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems.
• Ability to define appropriate measurements for growth and commercialization plans and use data analytics to inform effectiveness.
• Expert-level knowledge of product(s): (a) in-depth understanding of global product offering, design, application, positioning within segments, pricing, revenue potential: (b) integration to existing product offering: (c) relationship to complementary, related, and competing products, etc.
• Understands financial concepts and terms can use them to describe events and can incorporate the same in problem solving and decision-making.
• Ability to build strategic networks whilst maintaining confidentiality, tactfully using them to learn and find inspiration to enrich current and future initiatives.

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Job Summary

To achieve agreed targets in line with the business objectives through pro-active selling of all the bank’s product and provision of excellent customer service

Job Description

Accountability: SALES TO RETAIL 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.
• 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 Retail 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 draw-downs 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 time lines 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.