Job Details

Job Description

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Job Summary

Own and co-create user-centric digital products to deliver business impact and carry end-to-end responsibility for decisions and outcomes related to one or more digital products.
To manage the operational performance of Absa Digital channels for retail customers, ensuring consistent service delivery to maximise customer experience. Channels could include kiosk, SMS, e-Statements, internet banking, ATM and mobile banking.

Job Description

Product Enhancement: Remain abreast of industry standards to identify new product opportunities. | Risk and Control: Continuously review product processes to identify areas of real and potential risk within the Product | Product Analysis: Review Product process to continuously look for enhancements within the product process | Stakeholder Management: Manage relationships with critical stakeholders such as tech, operations, channel etc to ensure optimal product delivery end to end.

Key Accountabilities

E-Channels Operations Management 80%

Outputs:

• Monitor operational performance of established Digital and e-Channels products. Establish performance monitoring systems and MI and provide regular reports into the business to drive focus on constant improvement of Digital Channels service delivery.
• Manage Digital Channels operational performance issues. Create action plans and implement changes to address such issues.
• Act as the principle Relationship Manager for all operational aspects of service delivery through third parties for Digital Channels. Establish and agree service levels and plans to constantly improve on customer experience through service delivery.
• Set-up and chair regular performance meetings with third party suppliers in conjunction with Digital Channels Manager.
• Identify Digital Channels performance gaps and create and lead action plans to address the gaps. Ownership of issues and incidents in relation to Digital Channels operational performance.
• Proactively seek ways to generate better value for customers and the business. Actively drive down E-Channel delivery cost.
• Monitor and collate MI for customer complaints relating to E-Channels operational issues. Establish plans to improve customer experience through enhancements to E-Channels operations and reduce volume of complaints.
• Set Digital Channel operational performance targets based on Retail objectives.
• Be the operational expert for all Absa Digital Channels support matters.
• Contribute to the development of the E-Channel strategy for the country including currently developed channels and new channels.
• Lead the operational design and delivery for new Digital Channel Developments within agreed timeframes and to the agreed quality standards in conjunction with the Change management team.

• Establish a roadmap for the delivery of Digital Channel operational business requirements and the technology footprint available.

• Preparation of business cases for new Digital Channel initiatives, providing operational expertise and input.
• Researching opportunities and preparing proposals and cooperation agreements with third parties as required for digital products Development.
• Research international trends, best practice and benchmarks in relation to Digital Channels operations.
• Manage the operational implementation of new digital channel development with internal and external service providers as may be required.

Governance & Control 20%

Outputs:

• Ensure that all digital channels utilised meet Absa requirements relating to governance and configuration management.

• Ensure that all channel security requirements are met in line with the bank’s standards.
• Develop and present reports to demonstrate the effective management of E-Channels Operations and establish a baseline for continuous improvements of E-Channels Operations.
• Timely resolution of all queries escalated by customer service
• Ensure/manage regulatory and policy report submissions

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)