Careers at Absa Bank Limited

Job Summary

• Manager, Customer Experience Excellence at Absa Bank is a pivotal leader focused on enhancing service delivery and championing customer-centric values across all levels of the organization.
• This role is dedicated to ensuring that every interaction reflects Absa’s commitment to quality and HEART principles, fostering a culture of customer obsession through exceeding customer expectations at every interaction.
• By leveraging insights, best practices, and team collaboration, the role holder drives strategies that optimize satisfaction and loyalty.
• This leader serves as a catalyst for embedding exceptional service standards that empower Absa’s Colleagues to serve with HEART and consistently go above and beyond.

Job Description

Key Accountabilities…

CX Performance Management 20%

• Define and manage CX performance metrics goals (e.g., Net Promoter Score, Customer Satisfaction Score, Customer Effort Score).
• Set up a governance framework for monitoring CX KPIs across departments.
• Analyze and report CX metrics to senior leadership, identifying trends, areas for improvement, and opportunities.
• Work closely with customer service, product, operations, and other teams to set CX benchmarks and ensure alignment with overall business goals.
• Drive continuous improvement initiatives to enhance customer experience outcomes

CX Insights and Analytics 20%

• Analyze customer feedback, surveys, and interactions to generate actionable insights.
• Utilize data analytics to uncover customer behavior patterns, service pain points, and service improvement opportunities.
• Produce regular CX insights reports and presentations, sharing with cross-functional teams and executive management.

CX Culture Development -20%

• Champion a customer-obsession culture throughout the bank, ensuring that all staff understand their impact on the customer experience.
• Develop and implement training programs and workshops to enhance customer service skills across departments.
• Collaborate with the bank’s HC to embed CX principles into recruitment, onboarding, and performance review processes.
• Celebrate CX success stories and build recognition programs to reward exceptional customer service and experience improvements.
• Promote customer-first thinking and advocate for initiatives that prioritize customer satisfaction and loyalty.

CX Business Support- 30%

• Act as CX advisors to business units, providing guidance on CX strategies, best practices, and customer impact considerations.
• Support new product and service development teams by embedding CX requirements into the design and rollout process.
• Establish a feedback loop between CX, product, marketing, and operations teams to ensure seamless customer journeys.
• Manage the CX budget and allocate resources effectively to support high-impact CX projects and initiatives.
• Stay updated on industry trends, customer expectations, and regulatory changes that may impact CX.

Team Leadership & Development: 10%

• Lead and inspire a team focused on CX insights, CX Obsession Culture, CX communication and CX business support.
• Mentor team members, promote cross-discipline learning, and support their professional growth.
• Set team goals and KPIs, conduct evaluations, and organize training to encourage high performance and continuous growth

Qualifications

• Bachelor’s degree
• Certified Customer Experience Professional

Experience

• Minimum 5 years in customer experience, service excellence, or related roles, with 3+ years in leadership.
• Proven track record in driving CX improvements and delivering measurable impact on customer satisfaction and loyalty.
• Familiarity with CX measurement tools and methodologies (e.g., NPS, CSAT, CES).
• Experience in leading cultural transformation initiatives is highly desirable

Knowledge & Skills

• Strategic Agility
• Group Facilitation – ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise
• Listening Skills – proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
• Interpret Data – ability to interpret data and insights to objectively and consistently drive CX objectives
• Design Thinker – Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way
• Design Capabilities – ability to create or co-create visual models to help bring the objective from concept (or ideation) to reality, for stronger engagement and understanding
• Customer Journey Mapping – ability to employ data and research to create Customer Journey Maps that help stakeholders “see” where the gaps and opportunities are to increase success
• System Thinker – able to see the big picture as well as the details
• Practices flexibility and a willingness to restate or reconsider points of view
• Communicates and collaborates well within and across organizational levels
• Has exceptional problem-solving skills
• Delegates effectively
• Negotiates well for mutually beneficial outcomes
• Resolves conflict
• Proven track record driving positive change in a complex environment
• Build relationships

Method of Application

Job Summary

To build and develop a high-performing team through embedding performance development and coaching. Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed sales targets.

Job Description

Job Summary / Purpose:

To build and develop a high-performing team through embedding performance development and coaching.  Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed sales targets.

Key accountabilities/Deliverables/Outcomes

SUPERVISION OF LEAD GENERATORS       TIME SPLIT  40%

• Act as enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales
• Through delegation to the Lead Generators, achieve set annual sales targets.  Monitor the performance of the Lead Generators on a daily, weekly, quarterly and annual basis and provide coaching and feedback on how to improve performance
• Agree individual targets with the team members for products, assets, liabilities and campaigns.
• Manage daily attendance levels within the team in compliance with the relevant HR policies, including the management and approval of leave within the team.
• On a daily basis, monitor the movement of the Lead Generators to ensure that planned meetings or activities are being carried out in the field
• Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes
• Identify training needs of the team and arrange for these needs to be met through on-the-job coaching and formal training
• Communicate a summary of the training needs to the Regional Sales Managers at least annually.  Ensure that the planned learning interventions take place particularly for compulsory training
• Sit for Lead Generator interviews based on shortlist provided by Regional Sales Managers, HR and Resource Coordinator.
• Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses
• Sit for disciplinary hearings for misconduct or incapacity charges together with HR
• Ensure that Lead Generators understand the compensation plans in place

SUPERVISION OF SALES ACTIVITIES     TIME SPLIT 30 %

• Supervise product promotion campaign aspects by distributing material to Lead Generators.  Cascade key messages, including training for products to staff members, including training on new application forms
• Monitor sales performance on a daily, weekly and monthly basis and provide results to the Regional Sales Managers

BUSINESS EXPANSION      TIME SPLIT 10 %

• Work with Regional Sales Managers to unlock sales in companies through sales activations and financial trainings
• Work with the sales teams and Regional Sales Managers to bring leads on new company sign ups

OPERATIONAL RIGOUR, COMPLIANCE AND CONTROLS    TIME SPLIT 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 accuracy of each new account application, loan document, Barclaycard application and all other customer documents. Lead Generators are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
• Effective leave management of LGs in the team to manage branch costs
• Effective management of reporting of LGs and prompt notification of any unexplained absences
• Effective exit management
• Effective management of performance records and use of LG Management tools to monitor performance and sales activities

CONTRIBUTE TO THE DEVELOPMENT OF THE TEAM    TIME SPLIT 5%

• Share knowledge and experience with other Sales Managers in the team.
• Provider cover for other Sales Managers in case of excessive workload or absence.
• Share knowledge and experience and best practice with team members, Lead Generators and the broader business

Deputize for the Regional Sales Manager when required.

PERSONAL DEVELOPMENT      TIME SPLIT 5%

• Agree annual performance objectives with the Regional Sales Manager, including specific sales targets.
•  Pursue continued improvement in personal development by participating in development programs and training.

Role/person specification

Preferred Qualification

Education and experience required

• First degree or diploma or relevant experience in a front-line banking sales/marketing/service environment
• Competitor product sales experience

Preferred Experience

• Knowledge of the Bank’s products, services and policies including standard tariffs.
• A good understanding of overall Retail goals & objectives, including the outlet’s objectives growth of sales, cost control and income contribution.
• A thorough understanding of the sales process and the use of LG Management Tools
• A working knowledge of the procedure manuals
• A good working knowledge and understanding of relevant of legislation e.g KYC , Anti-Money laundering, banking code, service standards, health & safety standards etc.
• A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigour requirements.
• Preferred
• A sound working knowledge of competitor products and services

Knowledge and Skills

• Excellent planning & organization skills
• Very strong communication & questioning skills
• Good numeric & analytical skills
• Networking
• Good selling/influencing skills
• Presentation skills
• Listening skills