Digital and Innovation Support at Absa
Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
Job Summary
With the rapidly changing business scenario and cut-throat competition, innovation has become the only way to survive and make our presence felt in the marketplace. For ABT, this could mean constantly experimenting with new ideas, creating dynamic products, and offering exceptional services hence why we decided to launch our own internal innovation lab. Innovation lab principle is speed of execution i.e., being capable of transforming ideas to prototypes more quickly, in cost-efficient manner while leveraging in our own internal capabilities.
Digital and Innovation support will be valuable resources in transforming these ideas to practical solutions in the manner which we have designed, testing, and maintaining software solutions that meet the needs of the bank. They will work closely with other developers and stakeholders to ensure that the software solutions are delivered on time, meet the required quality standards, and are aligned with the overall business objectives of the bank.
Job Description
Main responsibilities
- Analyze user/business requirements to understand the needs and objectives of the bank’s software solutions.
- Research, design and write new software programs to meet user/business requirements.
- Integrate existing software products and get incompatible platforms to work together to ensure seamless functionality.
- Maintain systems by monitoring and correcting software defects, ensuring that the bank’s software solutions are running efficiently and effectively.
- Investigate new technologies to stay up to date with the latest industry trends and development methodologies.
- Enhance applications by identifying opportunities for improvement, making recommendations, and designing and implementing systems to optimize performance.
- Work with different departments and stakeholders to design and develop software solutions that meet their specific needs and requirements.
- Liaise with colleagues to implement technical designs, collaborating with other members of the Innovation Department and other departments across the bank to ensure seamless integration of the bank’s software solutions.
- Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code, ensuring that the bank’s software solutions are properly documented and understood by relevant stakeholders.
- Support digital with business as usual and different projects
Read Also:
Risk and Control Objective
- In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.
- Review the risk and compliance profiles of the business unit on a regular basis and provide consultative support to the Managing Director on changes that are required to rebalance risk and reward where required.
- 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 judgment and responsible risk management.
- Keep up to date on all regulatory changes and can articulate the impact to the Business, be well informed on the industry thinking.
- All mandatory training completed to deadline.
Technical skills / Competencies
Competencies:
- Bachelor’s degree in Computer Science, Software Engineering, or a related field
- At least 2 years of experience in software development
- Strong experience in one or more programming languages such as Java, Python, or PHP
- Experience in developing web applications using modern front-end frameworks such as React or Angular
- Strong knowledge of SQL and experience with relational databases such as Oracle or MySQL
- Experience in developing RESTful APIs
- Strong understanding of software development principles, including software design, coding standards, and code reviews
- Excellent problem-solving skills and attention to detail
- Strong communication and collaboration skills
- Experience in the banking industry is a plus
Knowledge, Expertise and Experience
Skills required undertaking the role
Essential
- Strong analytical and reasoning skills with an ability to visualize processes and outcomes
- Proficiency in troubleshooting software issues and debugging a large codebase
- Outstanding all-round communication skills and ability to work collaboratively
- Proficient in programming languages such as Java, Python, C++, etc.
- Strong understanding of software development methodologies, such as Agile and Scrum.
- Knowledge of database systems, such as MySQL, Oracle, or MongoDB.
- Familiarity with front-end development tools, such as HTML, CSS, and JavaScript.
- Experience with software design patterns and principles.
- Strong problem-solving and analytical skills.
- Ability to work effectively in a team environment and collaborate with other stakeholders.
- Excellent communication skills, both verbal and written.
- Attention to detail and a strong focus on delivering high-quality software solutions.
- Ability to learn new technologies quickly and adapt to changing business requirements.
- Experience with version control systems, such as Git or SVN.
- Familiarity with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.
- Knowledge of software testing frameworks and practices.
- Experience with DevOps tools and practices, such as continuous integration and deployment.
- Familiarity with machine learning and data analytics frameworks would be a plus
Knowledge of the Bank’s products, services and policies and/or other specialist knowledge required to undertake the role:
Essential
- A comprehensive knowledge of Absa Africa products and systems that support them, and a good understanding of Absa Group products.
- A detailed understanding of product offerings in the wider financial services industry.
- A detailed knowledge of Absa Africa strategy and policies
- Detailed knowledge of consumer buying behaviour, marketing techniques and evolving trends
- Proficient in programming languages such as Java, Python, C++, etc.
- Strong understanding of software development methodologies, such as Agile and Scrum.
- Knowledge of database systems, such as MySQL, Oracle, or MongoDB.
- Familiarity with front-end development tools, such as HTML, CSS, and JavaScript.
- Experience with software design patterns and principles.
- Strong problem-solving and analytical skills.
- Ability to work effectively in a team environment and collaborate with other stakeholders.
- Excellent communication skills, both verbal and written.
- Attention to detail and a strong focus on delivering high-quality software solutions.
- Ability to learn new technologies quickly and adapt to changing business requirements.
- Experience with version control systems, such as Git or SVN.
- Familiarity with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.
- Knowledge of software testing frameworks and practices.
- Experience with DevOps tools and practices, such as continuous integration and deployment.
- Familiarity with machine learning and data analytics frameworks would be a plus
Preferred
- Detailed knowledge and application of project/programmes management and systems development techniques
- Knowledge of the Bank’s policies, standards, procedures covering premises, equipment, security procedures/controls and snap checks.
Read Also:
Other requirements specific to the role:
- Able to deal professionally, confidently, and effectively with staff at all levels, internally and externally
- Ability to work autonomously
- Ability to keep abreast of industry changes in both the business and marketing environments
Additional details of exceptional aspects of the demands of the role:
- Able to work under pressure and adhere to strict and tight deadlines on a wide range of tasks
- Able to keep abreast of developments in the business and financial services environment
- Appreciate changes in technology and delivery channels and their impact on the financial services environment
- Occasional Business travel locally and regionally.
- Deciding and initiating action
- Entrepreneurial and commercial thinking
- Persuading and influencing
- Creating and innovating
Communication and Interaction required:
- Staff in own area (manager, subordinates, colleagues)
- [30%]
- Staff outside own area
- [25%]
- Internal customers (other than staff in own area)
- [40%]
- External Customers
- [5%]
- Regulators/Government Agencies
- [0%]
Absa Values
Absa’s Values and Behaviours 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
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Customer Experience Executive- Mwanza at Absa
Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
Job Summary
To drive and deliver exceptional operations business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence in branches with up to 25 staff members or branches with single customer categories.
• To ensure robustness of controls in branches by performing controls activities as required
• To provide branch Customer Service and resolve customer complaints
• Actively be part of and play a part in the TRANSFORM programme.
Read Also:
Job Description
Main accountabilities
Sales:
20%
• Building relationships with existing customers in order to
pro-actively anticipate and address future customer needs and identify
sales opportunities.
• Cross-sell appropriate customer needs related products face to face
• Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards
• Complete follow-up paperwork and undertake administration
activities to ensure effective, efficient, and compliant operation of
the branch.
• Assist customers in completion of Bank stationary, forms etc.
• Introduce customers to appropriate product/segment specialists
• Undertake in-branch marketing, special campaigns, promotions etc
• Deal with handling complaints in the Banking Hall
• Support the Branch Manager in undertaking community engagement
activities to build Absa’ business profile in the local market.
• Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.
• Works to achieve sales and service targets
• Maintain statistics and monitor progress of target reporting
• Ensure customer on boarding process is adhered to as per the procedure.
• Delivering an individual assigned financial target on local business
• Account Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints – Branch Maker (Sybrin)
• Issuing of ATM Card Pins or cards as advised by the Branch Manager
Business Management 5% • Maintain statistics and monitor progress of target reporting.
Customer service:
60% • Where customers request to deal directly with the branch
manager, the branch manager takes ownership of the query/complaint
resolution process.
• Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.
• Ensure all customer contact points in the branch, including
equipment (PC’s, printers, notes counters, etc.) are of the highest
service standard.
• Through effective banking hall management ensure that customers are
directed to the most appropriate service delivery channel to meet their
need e.g. cashiers, drop boxes etc.
• Manage remote and manual authorisations, by assigning
responsibility for authorisers, and personally authorising such
transactions, to ensure efficient counter service.
• Interact regularly with internal service providers (e.g.
Operations, KYC Helpdesk) to ensure fast and efficient service to
customers.
• Monitor customer service through Q- matic ensuring that cashiers,
personal bankers and enquiries service points are manned at all times.
Administration: 5%
• Systems administration (user maintenance)
• Provide feedback on the performance or service delivery of external
service providers (such as courier service, cleaning service etc) to
the area manager and head office sourcing, to assist them with future
contracts.
Contribution to the team 10% • Provide cover for Branch Operations Manager/ Branch Operations Team Leader.
• Provide honest, direct, and constructive feedback to others.
• Deputize for Branch Ops manager/Team leader if required.
• Share knowledge experience and best practice with team members and other branch managers.
Risk and Control Objective
• In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.
• Review the risk and compliance profiles of the business unit on a
regular basis and provide consultative support to the Managing Director
on changes that are required to rebalance risk and reward where
required.
• 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 judgment and responsible risk management.
• Keep up to date on all regulatory changes and have the ability to
articulate the impact to the Business, be well informed on the industry
thinking.
• All mandatory training completed to deadline.
Technical skills/competencies
• People Management
• Communication and Presentation
• Business Management
• Performance Management
• Resource Management
• Cultural and Change Management
• Planning
• PC Skills
Knowledge, Expertise, and experiences Essential
• In-depth understanding of technical support systems e.g. Brains, Winfos
• Understanding of Absa Tanzania retail strategy, COO strategy, operating structure and interface with other functions
• Good understanding of Risk policies and procedures
• Good understanding of group structure and interfaces with other functions
• Detailed understanding of people policies and procedures
• Formal training required for branch managers:
• Resource management
• Brand and Leadership Development
• Performance Management
• Team building
• DC&G
• Recruitment Skills
• PD Team Leader
• Sales management
• Time Management
• Graduate or relevant experience to compensate
• Excellent experience in operations
• People Management
• Detailed knowledge of banks policies and procedures
• Cash Management
Key issues over the next 12 – 24 months
• Champion branch Customer Service
• Provide cover to the Branch Operations Team Leader when required
Read Also:
Additional criteria qualities
• Passion for the branch performance
• Honesty and integrity
• Decisiveness
• Take responsibility for personal development
Absa Values and Behaviours 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
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
