Job Summary

To prepare specialist operations information for all stakeholders of the business for informed decision making and to support the business. Selecting this role has a compensation & benefit impact in TZ (BBT). Please contact Reward for details.

Overall Job Purpose

• Drive the Business Process Engineering strategy for the Bank and set strategic objectives for each key process category to drive improved customer experience across our customer segments.
• Identify key processes for review to transform customer experience.
• Manage and monitor critical Key Value Drivers (KVDs) related to business processes.
• Drive cross-functional engagement to ensure customer centricity is employed in the implementation, review, and day-to-day running of business processes.
• Work with other Business teams to understand key processes impacting customers and areas of improvement. 
• Re-design processes to eliminate gaps, bottlenecks, wasted efforts and improve on efficiency.
• Ensure the implementation of processes that satisfy customers` requirements as well as achieve the company’s` objective.
• Maintain up-to-date local and global market and industry data on business processes, to aid in advising the business on best processes for adoption.
• Adapt to market conditions and changes; be innovative, efficient, customer centric and be profitable.
• Implement governance, risk, compliance, and control in line with Absa’s group policies.

Key Accountabilities

Business Processes Review & Optimisation - 70%

• Drive the radical redesign of core business processes across the Bank, to drive improved productivity, turn-around times (TATs) and quality of output.
• Working with technology, identify opportunities for the implementation of new technologies to enhance processes.
• Work in collaboration with key stakeholders to ensure clear end-to-end processes are defined and documented for each customer persona.
• Work in collaboration with key stakeholders to ensure differentiated service delivery across key customer segments e.g., Premier, Prestige, Business Club, Youth and Women
• Ensure appropriate process enhancements are done as part of proposition design, re-design or development.
• Analyse the major root causes for customer complaints and address the causes related to processes, to close off gaps and pain-points.
• Ensure up-to-date local and global market and industry data on business processes is maintained, to aid in advising the business on best processes for adoption.
• Monitor Market and Customer Trends and identify opportunities for business processes improvement.
• Spend enough time with the frontline colleagues, customers, and the marketplace, to understand customer needs, pain-points, and emerging market trends.  

Stakeholder Engagement and Management – 20%

• Proactively drive collaboration with varied stakeholders (BU/Functional/External) to enrich and enhance execution of deliverables.
• Liaise and ensure timely delivery from Change, Operations & Technology teams for development or review of processes.
• Liaise with Business departments to ensure processes review and management is embedded as part of each Department’s story.

Accountability: Governance, Risk & Controls – 10%

• 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 compliance with operations risk and rigor requirements e.g., KYC and anti-money laundering measures.
• Conduct any regular quality checks on processes, including Crisis Management, systems, reviewing control reports, etc.
• Ensure that all Absa Africa procedures are followed.

Technical Skills & Competence

• Strong people management and leadership skills
• Strong stakeholder management skills
• Strong negotiation, influencing and interpersonal skills
• Project/ Process tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, Power Point expertise is a must

Knowledge and Expertise

• Lean Six Sigma (Minimum Green Belt Certification)
• Sound knowledge of Absa Africa product, systems, procedures, and policies.
• Basic knowledge of Banks lending criteria in the Business and Personal sectors and the products and services relating to them.
• Basic knowledge of banking systems, procedures, customer relationship management as well as value chain management and Process facilitation workshops
• Basic knowledge of Enterprise Risk Management Framework with regards to risk identification and pro-active risk solution provision

Experience

• Business process management and solutions provision
• Business process re-engineering, analysis, modelling and procedure writing
• Performance and Stake holder Management
• Project Management