Senior Manager: Customer Experience AVAF

Empowering Africas tomorrow, togetherone story at a time.

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.

Job Summary

To develop tactical strategy and delivery plans, formulate associated practice and to ensure operational implementation and adoption across a single practice i.t.o. customer service methodology, governance and delivery objectives.

Job Description

Optimizes operational excellence by implementing customer services: Implements and manages customer services tactical plan and goals to maximise the customer experience.

Collaborates with team to design solutions with the goal of enhancing customer service and building relationships with the customer to enable the organisations customer value proposition.

Manages customer services targets to build customer loyalty: Works according to targets to increase the quality of the customers experience and commits to the service targets.

Decision making: Communicates effectively with stakeholders to build and maintain relationships.

Strategic input into financial planning: Informs financial budgeting process, by providing trend analysis for past and future customer service performance.

Oversees the governance for Customer Services team: Compliance to Absa policies, legislation and regulation and management of teams adherence to compliance training.

Team leadership and people development and growth: Motivates and supports team to reach targets. Manages talent and succession planning within team as well as performing mentoring and coaching when required.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised