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Job Summary

Job Purpose
• Develop strategy for process Re-engineering and Culture change
• Develop, deploy, and maintain central repositories for all policies and procedures across operations Business units.
• Develop and document Front-End service quality checks parameters and Oversee, Monitor and Report on Key Performance Indicators for the Front-end quality of service improvements in collaborations with Branch Managers and Across Business.
• Grow lean management capabilities across business units
• Manage internal and external customer satisfaction surveys
• Team Management
• Develop and implement service quality improvement initiatives as defined in the service strategy.
• Acts as service improvement consultant to the Business (Retail Banking, Business Banking and CIB), with some interface to other functions in the bank

Job Description

Key Responsibilities:

Lead Quality group

Operating Strategy:

Design, develop, and implement methodologies and toolkits necessary to implement process reengineering and culture change initiatives
Develop and maintain a central repository for all policies and procedures. Implement necessary organizational mechanisms to keep repository updated and relevant.
Assist business units in developing appropriate KPIs (Key Performance Indicators), and set mechanism to make KPIs visible to appropriate business units for appropriate actions
Oversees, Drive and Monitor Customer Experience Survey to ensure the set target around Net Promoter scores (NPS), Customer Experience Index (CXI), Complaints Index and Treating Customer Fairly (TCF) is achieved and ensure Action items are tracked and monitored for improvement
Perform analysis of the available Customer Feedback Systems (i.e. CONSULTA), Feedback forms and Suggestion box
Perform and maintain external customer satisfaction surveys, and coordinate with Complaints Agents and Supervisor, initiate and implement corrective measures.
Perform Awareness calling and monitor closely execution, quality of calls conducted, analyze the non contactable ratio for improvement and report is shared to stakeholders’ month on month.
Monitor, analyzing and Reporting Mystery shopping reports submitted by the third party on quarterly basis, and set an action tracker for improvements
Takes ownership, management, and control of the [email protected] email address

Centre Of Excellence

Establish forum to encourage & increase skill set and methods in lean management, process re-engineering, and mindset and behavior necessary for successful process change
Identify potential change agents within operations business units and train them to successfully implement change initiatives within their own domains.
Coordinate with HR training team to incorporate Lean management and mindset training into Absa’s academy curriculum.
Line Management and Staff Development

Line Manage selected individuals within Quality group, including Performance Management, Interim and Annual Reviews, Personal and Professional Development needs.
Rigorously discharge all of the Group’s HR policies (including Performance Development, Equality and Diversity, Disciplinary & Grievance) in respect of staff Line Managed
Act as a role model in terms of both delivery and behaviour for all staff in Quality team.
Demonstrate total commitment to the personal and professional development of all members of the Quality Team
Personal & Professional Development
Maintain leading-edge personal and professional development by regular and focused activity, which covers the complete development spectrum (i.e. conferences, courses, personal coaching, etc).
Keep up to date personally with latest thinking in chosen subject/discipline by attending and / or presenting at conferences, producing research material for leading-edge journals, etc.
Business Support
Supporting Customer Experience Measurement (CEM) tool and applications to ensure Customer Satisfaction Survey is conducted across the entire bank channels.
Participate in the Business Process Re-engineering projects
Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
Perform snap checks throughout branch networks for improved sales and service delivery excellence.
Service Improvement
Analyse Customer service performance across the retail network by evaluating results from formal customer surveys, Mystery shopping, Customer Feedbacks and create recommendations for service improvement for approval by the Service Head.
Analyzing Customer service reports as per formal customer surveys, Customer Feedback channels, Mystery Shopping, Quality Assurance and create recommendations for service improvement.
Perform analysis of the available MIs and provide necessary support (Material & Human Capacity) to ensure complaints and queries are resolved within 5 days to achieve >80% FDR resolution rate and 90% overall resolution rate and as would be reviewed from time to time.
Ensure the all complaints per retail branch network are well logged-in and documented appropriately from capture to closure and tally with Customer Service Unit back-office records.
Perform and coordinate branch visits and interact with branch staff in the frontline to understand their perception of service issues and ensure that the feedback is incorporated in the overall service analysis conducted for service improvements.
Roll-out service improvement initiatives as assigned by the Service Head, including creating training and communication material.
Participate in induction training of all new bank staff by presenting the principles of customer service and any specific initiatives to new joiners.
Act as key contact point for providing information to retail / branch and other staff on service improvement incentive programmes.
Encourage branch input to service delivery by conducting branch visits and interacting with CA (Prestige Banker/Service champions) and Branch Managers to obtain their inputs to service improvement.
Ensure that action plans are put in place to evaluate, and where appropriate, implement service improvement initiatives.
Responsible for end-to-end management of Feedback E-Mail System, CX Survey Vendors, Mystery shopping and Quality Assurance tasks.
Ensure product knowledge and product information are well communicated to the Retail Branch networks through group meetings, trainings and knowledge base (FAQs) development for effective use.
Perform and coordinate branch competitions through performance evaluation
Competitors Performance on Service Front:
Table out our service offering against the competitors to get the right bench marking in the market
Address action steps for areas where we are performing below the competitors / market as to how we can raise the bar above what the competitors are offering
Developing Capability
Provide active and inspiring leadership to Front-End Service team.
Be a visible advocate of service for the team, role modelling all behaviours as related to customer service.

Reporting Control

Ensure timely periodical reports are produced with 100% accuracy and submitted with recommendations for appropriate management decision making; (CX reports to stakeholders, Calling Awareness, Mystery Shopping, Quality Assurance, Recorded Call Quality Snap checks).
Ensure close monitoring of the branch operations on service offered and recommend for improvements
Technical Skills

Vision and direction;
Personal impact/performance climate;
Communication/influence;
Relationship/partnership approach;
Drive for results;
Technical skills and knowledge;
People and capability;
Planning and organising
Programme and project management
Personal attributes

Able to quickly understand and work within/around the political environment in which the team is operating
Must be an A player capable of leading large Change Programs and influencing stakeholders at all levels
Considerable ability to ‘hit the ground running’ in an unfamiliar environment Significant personal flexibility and geographic mobility

Knowledge & experience

Essentials

Understanding all elements necessary for successfully implementing large scale change initiatives (Process Reengineering Methodologies, Behavior and mindset, KPIs)
Experience in using any of the available behavioural model
Experience in designing and presenting large scale training programs
Demonstrable track record of successfully delivering change initiatives
Minimum of 2 years Project and Program management experience
Appropriate professional accreditation in the Group’s mandated methods:
Program Management – MSP (Practitioner Level)
Project Management – Prince II (Practitioner Level)
Six Sigma Green Belt or above
Entrants without formal accreditation will be expected to achieve accreditation within 1 year of entry E

Preferred

Understanding of all frontline and other technical support systems:
Knowledge of competitor and market activity in local area
Capable to undergo products training awareness.
Ability to work independently with minimal supervision.
Excellent understanding of the Tracker System for follow-up and feedback.
Ability to perform customer service training
Formal qualification in Service Management
At least 2 years experience directly in a service environment, preferably in the financial services sector.
Understanding of CRM systems and process improvement initiatives Ability to implement projects / programs according to set objectives & timelines, across a wide business platform.
Ability to handle bitter/ upset and angry customers
Commitment and ability to work under pressure
Previous service-orientated, customer-facing role
Front line experience
Risk and Control Objective

Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture

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.
Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future.
Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
Continuous and proactive engagement with regulatory bodies, unions where applicable
Keep up to date on all regulatory changes and could articulate the impact to the Business, be well informed on the industry thinking.
All mandatory training completed to deadline
Technical skills / Competencies

Vision and direction;
Personal impact/performance climate;
Communication/influence;
Relationship/partnership approach;
Drive for results;
Technical skills and knowledge;
People and capability;
Planning and organising
Programme and project management.
Knowledge, Expertise and Experience

Essential

Wide-ranging compliance experience in a financial services environment.
Good understanding of current and anticipated UK, European and other countries’ requirements, and supervisory expectations.
Experience in policy setting and roll out.
Experience in compliance, preferably with an international exposure.
He/she is likely to be a graduate and / or have a professional qualification.
Absa Values

Approvals

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

National Diplomas and Advanced Certificates: Office Administration (Required)