Absa Bank Careers

Job Summary

• To manage and sustain a portfolio of Commercial customers, building long term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximize risk-adjusted portfolio contribution.
• The jobholder will be responsible for business development both with new customers and with existing customers where they are expected to increase “wallet share”.
• Executing sales growth tactics and targets in collaboration with the key business partners (Transactional Banking, Global Markets, Asset Based Finance, Commercial Property Finance, Ecosystem, Bancassurance, Agribusiness, and any other product / solution functions).

Job Description

Key accountabilities / Deliverables / Outcomes:

Sales and Service - 65%

• Principal point of contact with bank customers in the assigned portfolio.
• Achievement of the portfolio’s annual financial targets: -
• Balance Sheet Growth,
• Revenue and Profitability,
• Growth in share of market, and
• Portfolio At Risk kept within set limits to minimize potential NPL.
• Driving customer satisfaction (NPS score), developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Maintain Customer Account Plans for all customers in the portfolio such that contact with customers is prioritized.
• Conduct Annual and, if appropriate, Interim Reviews of Borrowing customers facilities.
• Where applicable, conduct Annual and/or Interim Reviews of Non-borrowing customers.
• Determine the key messages, e.g., agreed service standards, negotiated pricing, relationship team contact points, and new product changes, deciding upon the most appropriate communication method.
• Deal with and find solutions to customer complaints.
• Determine the products that are most effective in meeting customers' needs and be able to sell these at short notice both reactively and proactively.
• Research, create, and follow up a target list for potential new business.

Business Management - 30%

• Research, create, and follow up on a target list for potential new business.
• Identify priority customers using the relationship Customer Account Planning templates to assess their present and potential contributions.
• Gather all the required information that is needed to prepare and assess credit applications. The role holder will be expected to input certain key information such as judgmental information. (They will work with Assistant Relationship Manager, Business Development Manager for relevant product, and the Corporate Credit Manager resources to construct credit applications).
• Adherence to approved policies and procedures and providing feedback on the same so as to keep them competitive.
• Audit issues closed with Nil repeat findings, and
• 100% SLA Adherence to agreed turnaround times.
• Control and quality of the portfolio, using available triggers and adherence to Risk management guidelines and policies.

Staff Management - 5%

• Day-to-day coaching and development of the portfolio Assistant Relationship Manager(s).
• Performance tracking and periodic reviews of the supporting ARM.
• Making the bank a great place to work (360 degrees feedback).

Role / Person Specification

Qualification

• A relevant business-related degree from a recognized university.
• Additional professional / advanced qualifications are an added advantage.

Experience

• At least 5 years in relationship management in Business / Corporate Banking

Knowledge and Skill

• A detailed knowledge of the Commercial and Corporate set of products as well as a broad understanding of the products available in Absa.
• For Complex products, will have a detailed knowledge of the requirements of the more sophisticated customers.
• Introduce the product and coordinate the introduction of the relevant Group product specialist.
• A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.
• A detailed understanding of Country and Group guidelines and policies relating to Credit Risk and related management.

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)

Position Summary:

The Regional Product Specialist for Payment Acceptance is responsible for supporting regional bankers and driving the growth of merchant acquiring solutions within their assigned region. Reporting to the Regional Manager, the specialist will play a pivotal role in promoting and enabling the bank’s payment acceptance products, ensuring strategic alignment, and driving sales and product adoption. The role requires close collaboration with bankers and segment heads to develop tailored solutions, identify opportunities, and ensure successful execution of sales strategies.

Key Responsibilities:

Sales Enablement & Collaboration:

• Work closely with bankers to enable and support them in driving merchant acquiring sales, particularly for simple sales.
• Act as a key resource for complex sales engagements, providing in-depth product knowledge and expertise.
• Collaborate with regional segment heads and bankers to identify opportunities and execute joint sales strategies.
• Support bankers in achieving sales targets through regular training, coaching, and knowledge-sharing sessions.

Product Advocacy & Innovation:

• Act as a champion for payment acceptance solutions, driving the adoption of new products and services in the market.
• Support the implementation of new product innovations and payment modernization initiatives.
• Provide insights and feedback on market trends, customer needs, and competitive offerings to inform product development and strategy.

Client Engagement & Solutioning:

• Engage with clients to understand their payment needs and develop tailored solutions that align with their business objectives.
• Participate in high-level client conversations and complex sales engagements to drive product adoption and satisfaction.
• Build and maintain strong relationships with key clients and stakeholders within the region.

Campaigns & Reporting:

• Drive regional campaigns and initiatives focused on new customer acquisition, cross-selling, and upselling value-added services (VAS).
• Track and analyze sales activities, performance metrics, and campaign outcomes to provide insights and recommendations.
• Provide regular feedback and reports to the Regional Manager and banking teams on sales performance and opportunities.

Knowledge Transfer & Training:

• Develop and deliver training programs and workshops for bankers to enhance their knowledge of payment acceptance solutions.
• Support bankers with tools, resources, and information to drive independent sales performance.
• Act as a subject matter expert, providing ongoing support and guidance to bankers and regional teams.

Risk & Compliance:

• Ensure all sales activities and solutions comply with regulatory requirements and risk management policies.
• Identify potential risks and work with internal teams to implement mitigation strategies.

Key Competencies:

• Strong sales and product knowledge in merchant acquiring and payments.
• Excellent collaboration and relationship management skills.
• Strategic thinking and ability to execute on regional initiatives.
• Strong communication, presentation, and training skills.
• Analytical and data-driven approach to decision-making.
• Knowledge of market trends, customer needs, and competitive landscape.

Qualifications & Experience:

• Bachelor’s degree in Business, Finance, or related field.
• 5+ years of experience in merchant acquiring, payments, or financial services.
• Experience working with sales teams and driving product adoption.
• Proven track record of achieving sales targets and supporting strategic initiatives.

Job Summary

To support the Underwriting Manager in General Non medical Business by providing operational support in the underwriting processes. Act as the point of contact/reference for the underwriting section in the face of the customer ensuring end to end service management. Maintain a high degree of proficiency at all times with relevant stakeholders in order to deliver on the work outputs and ensure alignment to all laid down governance and control requirements through the process.

Job Description

 Accountability: Operational Process Support

• Ensuring renewal notices with appropriate terms are sent 60 days to renewal.
• Policy document issuance within stipulated TAT.
• Assist claims department by providing the required documents and details immediately
• Approve and manage major quotations
• Ensure retention of existing accounts
• Assist in credit control
• Overseeing retention portfolio in line with business strategy.
• Controlling loss by assessing risk, conducting analysis and recommending policy solutions
•  Identifying portfolio risks resulting from client’s underlying business practices, underwriting investigations or fraud exposure.
•  Coordinating with internal stakeholders to initiate marketing strategies and meet market penetration and business growth objectives.
•  Supporting review, acceptance or denial of new or renewal business after carefully reviewing all information.
•  Proactively address escalated customer issues.
• Driving growth through collaborative engagements with various distribution channels, insurance brokers, agents, banc assurance with enhanced service accessibility & client reach.
• Meeting with customers, agents and brokers to negotiate coverage, price and service delivery.
• Calculating group and individual renewal rates based on customers’ background, industry and demographic information.
• Providing high level of assistance to help with review, classification, and rating of applications.
• Offering friendly and efficient service to customers, handling challenging situations with ease

Education and Experience Required:

• Bachelor’s degree in insurance or business-related field
• Progress in Insurance Professional Qualification or Actuarial
• At least 3 years’ experience in underwriting

Education

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

Job Summary

Plan, execute and manage audit assignments in accordance with the Group Audit Plan and relevant policies, procedures and quality standards. The Senior Audit Manager is responsible for the quality of the audit work performed and the efficiency and effectiveness of the audit team.

Job Description

Key Accountabilities

Audit Delivery – Planning (20%)

Plan the delivery of assigned audits to a high quality and in line with Key Performance Indicators as per the methodology. This will include adequate resourcing scheduling, meeting key deliverables in terms of audit timelines and review of audit work to confirm that the minimum requirements as per methodology are met. 

• Develop a detailed knowledge of the methodology by attending training sessions to ensure that approved audits are risk focused.
• Act as a mentor for auditors and peers to provide guidance to ensure that their work exceeds quality standards.
• Scorecard reviews performed by Quality Assurance (QA) should reflect results of at least 85%.
• Contribute to the annual planning process as requested by the Chief Internal Auditor by providing feedback and knowledge in terms of business. This will include identifying auditable entities, assessing the audit needs assessment and preparing all Management Information reports required.
• Develop and maintain relationships with accountable stakeholder management on each audit.
• Engage with Absa Internal Audit (IA) colleagues during assignments and request technical assistance where required. Technical assistance may include the review of key risks and controls, review of working papers and audit reports.
• Perform audits and issues assurance within Key Performance timelines and resource budget.
• Proactively provide on-the-job training to the audit team for the audit toolkit – Audit Bond and confirm through inspection of the audit work that the results of audit work are completed, updated and approved as required by the Quality Assurance scorecard.

Audit Delivery – Fieldwork (20%)

• Develop testing strategies for key controls within the business to adequately mitigate the risks.
• Manage the execution of Design Effectiveness Testing (DEA) and Operational Effectiveness Testing (OET) of the audit team in line with methodology requirements and as per the requirements of the QA scorecard.
• Review the DEA and OET working papers of controls tested.
• Based on the reviews performed, provide effective feedback to audit staff during the audit assignment to confirm that working papers are completed in line with the IA methodology.
• Engage with management and auditors on progress of audit and to provide regular feedback on issues identified where the control has failed either at a DEA or OET level.
• Proactively take on additional tasks as delegated by the Chief Internal Auditor.

Audit Delivery – Reporting (20%)

• Establish effective relationships and fully engage colleagues during audit reporting.
• Use business knowledge to assess evolving risks, write high quality reports with observations which are insightful, address the root cause, have agreed actions that fully mitigate the risk, support the Issues Assurance process and require no further audit work to support them.
• Raise observations as early as possible and agree actions before completion of fieldwork and write concise, accurate Executive Summaries.
• Deliver high quality audit reports, aligned to the IA methodology, which include all significant issues identified in the audit.
• Review management action plans to confirm that the identified risks associated to the control failure are adequately mitigated. Actions plans are to be specific, measurable, timely, achievable and realistic.
• Deliver high quality reports for the Board Audit Committee meetings and engagements with regulators

Management & Leadership (20%)

• Mentor and coach less experienced team members by providing guidance around the methodology and audit process.
• Support IA management team to identify, attract, develop and retain talent on an on-going basis.
• Manage the teams that assigned to the audit effectively by delegating audit work to empower each individual team member.
• Provide timely feedback to address development areas and recognise quality and audit achievement.
• Ability to lead/manage multiple competing initiatives/projects and deliver results within deadlines and with a focus on quality and attention to detail.
• Provide constructive, timely and balanced feedback to audit team members, peers and Head of Audits.
• Manage an audit team to ensure effective delivery of the audit.
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
• Approve leave requests for team members and, create leave plans to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances raised by team members and escalate only if required.
• Motivate team members and ensure that their efforts are recognised.
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the audit team.

Accountability: Knowledge Management (10%)

• Improve technical knowledge through self-learning or training including mandatory continuous Professional Education requirements.
• Share knowledge in area of responsibility with the team to ensure that audit activities are planned effectively and completed in line with quality standards and audit methodology.
• Present effectively at stakeholder meetings and forums (eg: Risk and Governance Forums etc.) by sharing knowledge and information, including methodology, standards, changes and new developments, with business stakeholders on an ongoing basis.
• Perform all other duties as reasonably assigned.

Risk and Control responsibilities (10%)

• Understand and adhere to the appropriate Absa Policies and Standards applicable to the role.
• Understand and manage risks and risk events (incidents) in the role thereby contributing to the adherence to the Absa Risk and Control Framework.
• Complete all mandatory training as required.

Qualifications

• Educated to degree level and relevant professional qualification such as ACCA, CIA, CISA and or business or risk related degree / qualification (or equivalent).
• Degree with 7 years relevant work experience with minimum 5 years at managerial level or Masters with 6 years’ experience or equivalent of 10 years bank related experience.

Experience

• Financial services industry knowledge
• Knowledge of Asset Management, stock broking and Insurance industry
• Knowledge in data analytics
• Audit software skills such as ACL, etc.
• Specialist knowledge in a key high-risk area such as Credit Risk, Corporate and Investment Banking, Cyber Security, Information Technology, Risk, Finance, Treasury, Wealth Management.
• Significant auditing experience and / or working at a senior management level in the financial services sector with a proven track record.
• Exposure to managing teams to deliver against tight deadlines.
• Significant report writing and presentation experience.
• Exposure to consultation and facilitation.
• Audit experience within a banking environment
• Experience in negotiation/influencing.
• Experience in audit firm as internal/external audit

Knowledge & Skills

• Understands the control, regulatory and risk issues in local and group jurisdiction or financial institutions.
• Displays familiarity and knowledge of relevant banks product/services/markets/policies.
• Demonstrates a thorough understanding of banking business and its key drivers.
• Demonstrates a thorough understanding of functional areas within banks. e.g. finance
• Thorough understanding of the industry and/or knowledge of our competition
• Thorough knowledge of other areas within their function and how their processes and resources link together.
• Experience in risk-based auditing or risk/control activities
• Displays willingness and initiative to learn about new products.
• Computer literate (strong MS office skills – Excel, Word and PowerPoint)
• Extensive experience of developing and maintaining relationships with executive management.
• Proven ability to maintain strong peer relationships with senior executive management and are considered by Country MD, able to operate at the ExCo level, whilst maintaining IAs independence.
• Track record of success/high performance in a large, matrix organisation.
• Demonstrate strong oral and written communication in both English and the key language(s) spoken across the entity and within the relevant Regulatory bodies.
• Communication and influence skills: excellent and effective communication and influencing skills to coordinate with multiple functional areas.

Job Summary

The core responsibility of an auditor within Absa is to execute audit assignments in accordance with the Group Audit Plan and relevant policies, procedures and quality standards.

Job Description

Key accountabilities

Audit Delivery and Issue Assurance (75%)

• Develop an in-depth knowledge of the methodology, by attending training sessions and using knowledge gained during audits, use this proactively in executing audit activities. 
• Deliver assigned work assigned by the Senior Audit Manager and Internal Audit Managers to a high quality and in accordance with the requirements of the Internal Audit’s function scorecard. 
• Assist the Internal Audit Managers with planning and execution of Design Effectiveness and Operating Effectives Testing, uniformly applying the methodology and quality standards, focusing the work on key risks, with minimum supervision from the Internal Audit Managers.  
• Develop and maintain relationships with key audit contacts on each audit by attending continuous stakeholder meetings. In addition, engage closely with stakeholders during assignments and encourage open discussion and interaction with business on the risks associated in their environment.
• Engage proactively with Internal Audit colleagues Absa Internal Audit (AIA) during assignments and request technical assistance where required. Technical assistance may be requested for the review of the risks and controls to be tested, audit working papers and audit report.
• Based on knowledge of business areas, provide guidance to other auditors and peers by sharing best practice so that their work meets and sometimes exceeds quality standards. 
• Develop an in-depth knowledge of Absa and the various business areas and use this knowledge to assess risks and controls through identifying, assessing and documenting risks and controls within these processes. 
• Evaluate the design and operating effectiveness of controls and document all working papers in line with Absa Group Internal Audit methodology requirements. The working papers must be accurate, reflective of work performed and support conclusions drawn. 
• Display professional scepticism, raising and discussing contentious observations with management and provide evidence to support all issues identified. 
• On an ongoing basis throughout the audit, discuss and agree the factual accuracy of audit observations with the Senior Audit Manager and Internal Audit Managers.
• Provide feedback to the Senior Audit Manager and audit team with progress and observations raised during the audit by communicating honestly, frequently and effectively. Build and maintain good working relationships with fellow auditors.
• Participate fully and be supportive in all audits by providing assistance to the team where required.
• Continue to update awareness of risk issues and changes across selected business units from interaction with management and provide feedback to the Senior Audit Manager. 
• Perform issue validation testing as directed and document the results in accordance with the requirements of the Absa Group Internal Audit Methodology.
• Proactively take on additional tasks as requested by the Head of Audit – which may include managing Issue Assurance and production of team Management Information. 
• Support with the teams Data Analytics and Automation initiatives and have experience in performing data analytics.

Knowledge Management (10%)

• Improve technical knowledge through self-learning or training including mandatory Continuous Professional Education requirements. 
• Share knowledge with AIA colleagues and peers in the business. 
• Develop and enhance learning through seeking coaching, training and continual feedback 
• Coach new joiners and trainees on how to apply the Absa Group Internal Audit Methodology. 
• Build knowledge of business and culture in business units as assigned by the Senior Audit Manager.
• Knowledge of key regulations, policies and regulations for assigned areas.

Reporting (5%)

• Prepare audit observations and make sure that they are concise, factually accurate and cover all of the significant issues. The observations must be insightful, address the root causes, and have agreed actions that fully mitigate the risk. 
• Obtain regular updates on the control environment through ongoing discussions with management and provide the updates to the Senior Audit Manager for inclusion in governance papers to the Board Audit Committee and other relevant stakeholders.

 Relationship management (10%)

• Develop and maintain relationships with accountable management on each audit.
• Present effectively at stakeholder meetings relating to continuous business monitoring and audits.

Role/person specification

Qualification

• Business Degree and/or Honours or related fields
• CIA (Levels 1,2 or 3)
• CPA or ACCA (Part 2 or 3)

Experience

• 3 years’ experience in Internal/External audit or commensurate experience in a major financial institution
• 4 years’ experience in Risk Based Auditing or Risk/Control activities
• Financial services industry knowledge
• Knowledge in data analytics
• Knowledge in a key high-risk area such as Credit Risk, Corporate and Investment Banking, Cyber Security, Information Technology, Risk, Finance, Treasury, Wealth Management.

Knowledge and Skills

• Excellent communication skills both verbal and written.
• Experience in performing data analytics.
• Strong knowledge of auditing principles and internal controls.
• Strong attention to detail and ability to work both independently and in a team.

Job Summary

To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.

Job Description

Key Accountabilities/Deliverables/Outcomes and Approximate Time Split

Business Growth: Time split 60%

• Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
• Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks' portfolio appetite.
• Collaborate in the development and implementation of sales initiatives with other business functions i.e., Direct sales team, Asset Finance, CIB, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, and products, conduct product reviews and development through constant feedback from the market.
• Continuously conduct market intelligence to identify new markets, customer trends, new government /directives, and changes in policy by regulators.
• Contribute to the development of branch sales strategy.
• Plan and coordinate any marketing approaches for new business and actively develop existing relationships.
• Actively seek to grow own portfolio and cross-sell to ensure delivery of set Targets.
• Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
• Ensure quality sales and new to-bank accounts within your portfolio are promptly funded at customer onboarding.
• Continuously monitor own performance against targets agreed on, daily for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
• Operationalize campaigns as required with the Branch Manager and the business.
• Always ensure excellent customer experience
• Drive business targets through strict TAT observance and high-level service delivery standards.
• Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.
• Should not close an existing account in your Branch/domiciled in another Branch with a view to re-opening a similar account.
• Accounts re-streaming should be carried out in line with the Banks policy.
• Together with BM, create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Bank's overall strategy- Growth, Transformation, and Returns.

Internal Controls & Risk Management: Time split 10%

• Ensure that Absa bank¡¦s policies and procedures are always adhered to when handling different products.
• Ensure adherence to all KYC & AML Processes regarding new and existing business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage costs within your area of operation.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Ensure the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience: Time split 20%

• Ensure excellent customer experience is always maintained.
• Ensure set TAT in account onboarding and loan processing is always achieved.
• 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 letters is strictly adhered to.
• Ensure customer data is always up to date.
• Ensure branch NPS scores are maintained as per the set standards.
• In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
• Monitor service to ensure customers are served within acceptable waiting time having a work plan for both peak and off-peak periods.

Capacity Building & People Management: Time split 10%

• In conjunction with the Branch Manager, Assistant Branch Manager, and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
• Ensure the assigned e-learning and internal training activities for self and direct reports are undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning.
• Manage your own leave by working closely with your Line Manager

Role/person specification

Qualification

•   Business related degree

Preferred Experience

• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.
• A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.

Knowledge and Skills

• High attention to detail & high sense of urgency.
• The need to be flexible and adaptable in order to meet the challenging demands of the job.
• Ability to work under pressure to very tight timescales whilst producing an output of the highest quality.
• Ability to deal with and relate well with staff of all levels.
• High focus on internal customer service excellence.

Job Purpose

• To embed fraud prevention/detection processes and procedures, including systems to manage fraud losses within the given budget & Implementation of Fraud Strategy.
• Work with industry counterparts and Fraud Strategy to deal with emerging fraud trends.
• Represent the Bank in external Frauds forums.
• Respond to high fraud exposure incidents.
• Control of merchant fraud by ensuring proper monitoring of exception reports and merchants deposits for all Absa Pan African Countries.
• Monitor Issuing and Acquiring chargebacks adhering to the rules & regulations guided by card schemes by ensuring proper reason codes are being used and card scheme policy is followed to maximize recovery through chargebacks.
• Review all new products for fraud risk.
• Review of Forensic Investigation Reports and provide root cause analysis back to the business with remedial recommendations.
• Test controls on ad-hoc basis.
• Pro-actively seek suspicious looking transactions with a view to pre-empt hits on the bank.
• Query and support business to prevent fraud.
• Link to, and participate in network of stakeholders e.g., other banks, investigators, law enforcement agencies, Card Schemes and Absa risk and compliance functions collate and interpret loss exposure and data.
• Review Fraud Trends and Recommend new strategies to make a difference.
• Steer the Fraud Operations team to undertake desktop investigations into suspicious fraudulent activities.
• Provide expertise and intelligence on fraud prevention, related risk management information and controls.
• Develop training on fraud awareness courses workshops, brochures, and other material to alert employees as to the bank's policy on fraud and how to detect, investigate and report on fraud.
• Develop and implement merchant fraud training.
• Monitor all P & L and suspense accounts related to the Fraud Operations function.
• Be proactive in safeguarding customer interests.
• Review and implementation of fraud monitoring tools.
• Provide expertise and intelligence on fraud prevention, related risk management and controls and reporting of fraud to the various forums.

Key accountabilities/Deliverables/Outcomes

Operational & Risk Management 50%

• Ensure compliance by staff in the department, to the Fraud policy, Fraud Risk Framework service standards and procedures as laid down in the Bank’s procedures.
• Ensure fraud is within agreed fraud appetite
• Ensure fraud alerts are sent to both employees and customers when new fraud trend is identified.
• Ensure fraud is reported to the scheme and regulator as per laid down procedures
• Ensure schemes fraud is within schemes agreed fraud thresholds
• Review chargebacks and ensure Schemes rules and procedures are followed
• Review fraud  parameters on quarterly basis
• Develop Fraud strategy

Budget Management 20%

• Implement plans and initiatives to rectify shortfalls in cost performance, actively engage staff in cost effective task management.

Service Management 10%

• Manage customers relationship where fraud is involved
• Ensure complaints are minimized

Staff management/Team leadership 20%

• Develop and agree individual and team performance objectives, standards, and targets.
• Review individual performance, ensuring that training needs are identified and addressed.
• Provide ongoing coaching and feed-back on new initiatives etc.
• Responsible for Team administration

Role/person specification

Qualification

• First Degree in Business /Technology related fields
• Professional Certifications in Fraud, Analytics or Accounting

Experience

• Experience in Risk Management and fraud prevention
• Knowledge and experience of card schemes Risk Management rules, policies and procedures
• Contacts with Law enforcement in relation to fraud
• Experience & Knowledge in customers, and employees Fraud Prevention Training
• Understanding of customers’ needs

Job Purpose

The role holder will be responsible for designing, developing, and maintaining our data infrastructure and data pipeline architecture. They will spend time optimizing data flows and systems in support of cross functional teams. They will be responsible for designing and maintaining data pipelines, ensuring that data platforms, production schedules, and self-service tools are operating efficiently and always available. The holder will be required to work with analysts and developers to design and maintain data infrastructure to support business requirements.

Key Accountabilities

• Understand, maintain, and support bank data infrastructure
• Design and implement ETL pipelines into the data warehouse and KAFKA
• Collaborating with other members of the data engineering team and business stakeholders to ensure data accuracy, completeness, and consistency.
• Staying up to date with the latest data engineering technologies and tools, including Hadoop, Spark, and cloud platforms.
• Holding team accountable to engineering best practices.
• Design systems to track data quality and consistency for both on premise and cloud data.
• Ensure both on premise and cloud data infrastructure are always available.
• Build and maintain logical data models, data marts and multidimensional models
• Automate data pipelines for Data Science team in support of ML and AI automation
• Manage use of DevOps/Jira etc to document, assign, action, and track tasks to completion
• Develop pipelines to integrate data from on SharePoint, PowerApps, Dataverse, AWS, Python, external and internal APIs.
• Mentoring junior data engineers
• Leading junior engineers and assign tasks where necessary for execution.
• Ensure Governance requirements are met in all engineering tasks on Absa infrastructure
• Implement standards set by the data governance team in development of data artefacts and BI solutions
• Track consumption of analytics resources and optimise performance.
• Actively challenge status quo and offer ideas to improve operations and existing solutions deployed by colleagues
• Work in sprints with multidisciplinary teams including Analysts, data scientists, product managers, agile delivery managers, to scope, plan and deliver data driven insight

Qualifications

• Bachelor’s degree in IT, technology, data science, business analytics or math focused fields is preferred (or equivalent on-the-job experience and personal analytics projects).
• Certified in SQL, AWS or Hadoop infrastructure support
• Agile technology project management certification

Preferred Experience

• Minimum 5 years technical experience
• Experience in working within a large complex organization with multiple stakeholders

Knowledge & Skills

• Strong analytical and diagnostic skills
• Ability to work in remote teams
• Ability to lead a team and communicate effectively with business stakeholders.
• Knowledge of technology project management tools such as JIRA, Planner, DevOps