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Business Performance Manager

Job Description

Budget Setting (10%)

  • Preparation of annual company budget plans in consultation with ExCo for MD & board approval.
  • Support the MD in consultation with ExCo in cascading all board approved company budgets to all managers & colleagues.
  • Ensure tracking and reporting to MD & ExCo on progress of actual against budgeted performance with reasons for variances

Business Research & Reporting (45%)

  • Conducts analysis and research in areas of specialization/expertise, leveraging a variety of applicable information’s sources
  • Analyze information, generate, and publish written reports summarizing findings and prepares recommendations within area of expertise
  • Investigate and embark on a continuous market scanning to identify and stay abreast of market trends and activities to inform opportunities for new or enhanced products and services
  • Quality assure analysis and recommendations
  • Collect market intelligence through research by reading articles, publications, internet, word of mouth and networking daily to keep abreast of market developments.
  • Prepare adhoc presentations & reviews for MD by researching and packaging detailed content
  • Ensure that reporting presentations are aligned to the Group requirements and market standards
  • Prepare board packs and ensure timely cascade to ExCo, company secretary and board directors on a quarterly basis
  • Prepare routine finance & business performance report in consultation with ExCo and appraise the MD monthly

Stakeholder Management (15%)

  • Establish relationships with key internal and external stakeholders to source information and make recommendations
  • Build relationships with stakeholders spanning the business in order to collaborate and share findings and recommendations.
  • Develop relationships with business leadership and ensure that business improvement recommendations are monitored and sustained.
  • Attend strategic business meetings as may be assigned by the
  • Accountability for resolving stake holders’ issues lodged with the MD and respond or escalate where appropriate to MD.

Strategy Setting & Tracking (25%)

  • Extract key intelligence to present to the Management on a monthly basis to support their strategy definition and tactical change decision making.
  • Support the MD in preparation of annual company strategy plan in consultation with ExCo for board approval.
  • Assist MD in consultation with ExCo in ensuring cascade of board approved company strategy to all managers & colleagues.
  • Ensure tracking and quarterly reporting on progress of company strategic initiatives to the board.
  • Ensure tracking and reporting of business market share performance against competition within the life insurance industry and recommend mitigation strategies for competitive advantage
  • Actively keep up to date with all relevant knowledge, legislation and developments within the business unit and insurance industry that may have an impact on the Business Advantage

Control (5%)

  •  Accountable for complying with all risk management, regulatory and compliance frameworks within area of accountability
  • Where applicable ensures that colleagues managed are aware of and comply with all compliance requirements.
  • Relationship level knowledge of sanctions management required
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Education and Experience Required:

  • Bachelor’s Degree in Actuarial Science a must
  • AIIK Diploma or CII an added advantage
  • At least 3 years’ experience in Programing, Data analytics and business reporting
  • Experience working with senior management

Knowledge & Skills:

  • Knowledge of financial record keeping and reconciliations
  • Presentation Skills
  • Attention to detail
  • Excellent Computer Skills
  • Planning and organising Skills
  • Analytical Skills
  • Negotiation Skills
  • Communication Skills
  • Insurance and market knowledge

   Competencies:  (Maximum of 6 competencies)

  • Learning and researching
  • Relating and networking (other departments counterparts)
  • Adapting and responding to change
  • Persuading and influencing
  • Creating and innovating
  • Senior Stakeholder management skills
  • Business Acumen
  • Commercial Awareness

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

Product Manager – Timiza

Key accountabilities

Execution of Product Roadmap & Strategy – 40%

  • Define compelling value propositions within the Virtual Banking space by understanding customers’ needs, pains, and gains.
  • Develop innovative solutions that will be delivered through digital and/or electronic channels that respond to market needs or identified gaps in the market.
  • Periodically review existing products based on customer feedback and market trends to ensure continuous product utilization.
  • Management of current product offering to ensure smooth delivery thereof and collection of all related revenues.
  • Continuous engagement with strategic alliances and partners to ensure adequate product and process support to drive revenues.
  • Continuous propagation of process innovation to maximize competitive advantage.
  • Develop and implement product development processes and standards that ensure a consistent superior product proposition to customers.
  • Identify and develop product performance metrics to ensure attainment of business case objectives.
  • Ensure quality assurance procedures are in place to continually evaluate quality of the customer experience to enhance performance and productivity.
  • Share best practice and market intelligence to ensure we deliver a competitive solution.
  • Identify, develop, and support execution of acquisition marketing campaigns.
  • Anticipate global trends and identify probable impacts on the business and provide direction and solutions
  • Build capability to ensure fulfillment of the sales and service functions.

Product Management & Stakeholder Engagement – 40%

  • Identify and manage internal stakeholders and external partnerships including technology and service vendors, commercial partners and internal support teams to deliver on project deliverables.
  • Assemble and manage the project teams.
  • Secure and maintain business commitment / involvement from stakeholders and obtain feedback at all stages of the project.
  • Analyze feedback from stakeholders and determine way forward.
  • Monitor and manage Project progress, project scope and control change.
  • Identify strategic and cross functional issues.
  • Establish and manage appropriate project Risk, Opportunities, Change and Issue management procedures.
  • Forecast and ensure delivery of likely business benefits.
  • Manage compliance with Absa project practices and methodologies.
  • Ensure the business is prepared for the change, including agreement of acceptance criteria and sign-off.
  • Determine readiness of service and obtain sanction to proceed to roll-out
  • Review pilot and assess quality of deliverables and controls.
  • Ensure the impact of the project on the operational and IT infrastructure is assessed and communicated.
  • Ensure the project deliverables are presented to the business within timescales contained in Project plan and within budgets agreed on inception.
  • Prepare project reports within specified standards and timescales.
  • Manage Project Interdependencies.

People Management – 20%

  • Foster a positive, prideful work environment with open communications and timely resolution of conflicts.
  • Cascade information to the project team, give briefs on assignments and technical explanations.
  • Review and assess performance of project team members against plans.
  • Discuss and finalize performance development plans and ratings for your direct reports.

Preferred Education

  • University Graduate

Preferred Experience

  • At least 3 – 5 years’ experience in product development in a financial services environment
  • Detailed understanding of the full range of Absa Africa Retail and Business Banking services and product set
  • In-depth understanding of the various mobile banking platforms
  • In-depth understanding of FinTech’s
  • Detailed understanding of Absa Africa Retail business processes and other associated processes
  • Detailed understanding of Absa Africa risk policy
  • Detailed understanding of Absa Africa RBB strategy, operating structure, and interfaces with other functions
  • Detailed understanding of Absa Africa structure and interfaces e.g. BOS
  • Detailed knowledge of Absa Africa People policies and procedures
  • Maintain up to date knowledge of competitor and local market activity

Technical Competencies

  • Knowledge and experience in developing and implementing innovative product offerings.
  • Knowledge and experience in implementation of digital platforms and solutions end to end
  • Strong commercial/ entrepreneurial acumen
  • Strong networking skills at a high level
  • Highly developed analytical and perceptive skills
  • Ability to develop, plan, execute and implement according to corporate and project plan strategies
  • Change management
  • Team working – building and developing high performance
  • Proven people, leadership, and negotiation skills.
  •  A result driven ‘team player’, personality with a willingness and ability to work in a dynamic working environment.
  • Innovative, with prior experience in product development.
  • Strong communication skills both in person and in writing with excellent presentation skills.
  • Strong organizational skills
  • Enthusiastic attitude and focus on results.
  • A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Education Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)

Growth Analyst – Timiza


Key accountabilities

Customer Service Support – 50%

  • To respond to all customer query and complaints related to Timiza and digital channels within 24 hours of Business Days ensuring customer satisfaction and quality service.
  • To resolve Timiza customer query and complaints after thorough investigation and communicate the same via telephone or e-mail
  • Resolve customer query and complaints through the appropriate available channels and systems
  • Respond to external customer query and complaints through the internal channel of receipt (consumer banking and other business units)
  • To ensure customer satisfaction and quality service.
  • To respond to customer complaints logged on Freshdesk within 24 hours of business days
  • To correspond with customers in consultation with the Team Leader/ Unit Head
  • Calling up customers in response to their query and complaints.
  • Co-ordination with the Management for approvals / reversals pertaining to customer query and complaints.
  • Co-ordinating and management of follow ups with enablers to ensure quick TAT of query and complaints

Customer Service Support – 50%

  • To respond to all customer query and complaints related to Timiza and digital channels within 24 hours of Business Days ensuring customer satisfaction and quality service.
  • To resolve Timiza customer query and complaints after thorough investigation and communicate the same via telephone or e-mail
  • Resolve customer query and complaints through the appropriate available channels and systems
  • Respond to external customer query and complaints through the internal channel of receipt (consumer banking and other business units)
  • To ensure customer satisfaction and quality service.
  • To respond to customer complaints logged on Freshdesk within 24 hours of business days
  • To correspond with customers in consultation with the Team Leader/ Unit Head
  • Calling up customers in response to their query and complaints.
  • Co-ordination with the Management for approvals / reversals pertaining to customer query and complaints.
  • Co-ordinating and management of follow ups with enablers to ensure quick TAT of query and complaints

Service Improvement – 30%

  • To take optimum decisions on customer concerns ensuring that the Bank does not suffer, therefore.
  • Identify and highlight repeat queries and complaints from customers to improve service delivery and process reviews.
  • Escalate cases to appropriate business levels and to ensure timely closure of cases. Strong follow-up with all units on customer cases.
  • Attend all Timiza service meetings both in physical and via teleconference as shall be required

Reporting & Control – 20%

  • Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
  • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Kenya Plc Policies and Policy Standards.
  • To assist in Quality Assurance of query and complaints as well as sampling of complaints to ensure all control checks are in place while resolving complaints.

Preferred Education

  • University Graduate

Preferred Experience

  • At least 2 years’ experience   in a banking environment performing investigative and maintenance roles within customer service.
  • Excellent analytical skills to enable resolution of unstructured and complex problems.
  • Thorough knowledge of features and benefits of all products and services
  • Understanding of relevant operating systems.
  • Detailed knowledge of the bank’s operational environment, processes, and procedures to respond to complaints

Technical Competencies

  • Excellent communication skills both verbal and written.
  • An instinctive inclination & orientation towards service.
  • Good problem-solving ability
  • Strong communication skills both in person and in writing with excellent presentation skills.
  • Strong organizational skills
  • Enthusiastic attitude and focus on results.
  • A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Education Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)

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