Empowering Africa\u2019s tomorrow, together\u2026one story at a time.\u00a0With 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.
\nMy Career Development Portal:\u00a0Wherever 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.\u00a0Job Summary\u00a0This role is responsible for driving Digital Business Solutions through Product\/channel delivery and execution in line with digital bank\u2019s ecosystem vision and plan, ensuring it aligns and drives digital bank\u2019s business strategy and helps support its key lines of business.
\nThe role also houses the Business Solutions unit that is responsible for IT Solutions Architecture, responsible for using computer systems to help solve business problems.<\/p>\n
This role is also responsible for Data\u00a0\u00a0Science, playing a leadership position in the data\u00a0\u00a0science\u00a0department and alignment with the business\u2019s overall vision.
\nIn addition, this role is responsible for driving innovation across the bank in line with Strategy, through execution of strategic projects, special assignment, and the Innovation Centre.
\nJob Description\u00a0Key Accountabilities\u00a0Accountability: Business Solutions,\u00a0Product and Channel Delivery: \u2013 (25%)\u00a0Outputs:<\/p>\n
Creating and maintaining an agile approach for Digital channel delivery and building of an ecosystem.
\nSupport the design, development and implementation of the Digital delivery Strategy and customer facing solutions.
\nConducting an evaluation of the\u00a0\u00a0computer system\u00a0architecture with an emphasis on the design.
\nAnalysing the system throughout the enterprise system.
\nCreating and maintaining or enhancing procedures, processes and designs for a computer system.
\nOversee all Business Solutions for the segment related to Digital Bank to ensure that they are delivered and deployed cost effectively.
\nOversee and maintain secured Digital platforms for Digital banking operations ensuring appropriate controls are implemented and maintained.
\nEnsure that all product and channel commitments are implemented and maintained to required standards.
\nOversee channel delivery of product systems development and enhancements and the integration of new systems with existing systems.
\nEnsure development and implementation of all channel delivery policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
\nOversee provision of end-user services, including help desk and technical support services
\nManage Digital Vendor relations.
\nDevelop & execute bank Digital strategy baseline for enhancing customer experience and product and service delivery within portfolio.
\nOversee the project management of technology projects within Digital portfolio.
\nMap digital capabilities to strategic priorities
\nServe as the sponsor for Digital process innovation.
\nDevelop and implement the Country Digital project portfolio in liaison with relevant Business Accountable Executives.
\nMeasure new efficiencies and Return on Investment (ROI) of projects and innovations including achievement of the benefits stated within a business case by ensuring that benefits realisation is actively managed throughout the life of the project and post project.<\/p>\n
Accountability: Build Enterprise Ecosystem (Innovation and Partnerships) (20%)\u00a0Outputs:<\/p>\n
Design and execute ecosystem and partnerships management framework and strategies to achieve commercial and brand objectives.
\nDevelop and maintain an opportunity assessment framework to guide the identification, promotion and development of new markets, services or capabilities through partnerships and\/or ecosystem engagements.
\nContinuously evaluate and refine the ecosystem business model, with due regard to partner capabilities and culture to promote strategic collaboration.
\nBuild and influence internal and external stakeholder relationships to position Absa Bank Zambia PLC (ABZ) as a trusted, collaborator of innovative financial services.
\nPromote the diffusion of innovation across the Digital portfolio, assuring effective learning and collaboration across all product and channel delivery teams.
\nAssess industry and community market trends, leading to the generation of innovative ideas by developing research programs that incorporate current developments to improve existing products and study the potential of new products.
\nRecognize promising ideas and find ways to introduce them into plans and discard ideas that are ineffective, costly, or beyond the scope of the company\u2019s mission or abilities to develop.
\nReview, analyse and evaluate existing products, services and processes for the sole aim of improving and enhancing them or discarding them completely.
\nCollaborate across business segments to find opportunities for and showcase ideas in the Innovation and emerging business pipeline.
\nCreate business architecture models demonstrating how products, operations and systems interoperate within the organization.
\nConduct analysis to determine best path for solving business problems\/opportunities that may include process improvement, systems enhancement, user training, and\/or software procurement.
\nApply and utilize business modelling methods to ensure results-oriented deliverables in a way that can be recreated and used as a corporate knowledge resource available to project level initiatives as an executive decision making. This acts as POC that builds onto the business case.
\nEvaluate and present information that will facilitate effective and timely decision-making through written and oral communication materials that effectively summarize findings with recommendations.
\nPartner with IT architecture team in developing an IT framework that aligns with the business plan.<\/p>\n
Accountability: Data\u00a0\u00a0Science\u00a0(MIS) (25%)\u00a0Outputs:\u00a0
\nProject Management<\/p>\n
Responsible for playing the role of leading innovation within the business and, defining how the business creates additional value through the utilization of its data assets and analytics.
\nResponsible for consistently identifying and monitoring key business risks and realizing the data needs of the business. Manage the junior data\u00a0\u00a0science\u00a0teams and oversee all activities ensuring alignment with departmental and business-wide vision and strategies.
\nDrive education and evangelization of data sciences throughout the business by communicating the vision and use cases of advanced analytics.
\nBuild the business\u2019s data science talent needs through role definition, recruitment, and development of a team of data scientists that will jointly move the business\u2019s agenda forward.
\nPlay a mentorship role to key data science positions, guiding them in them through the execution of their duties, and encouraging their professional growth in preparation for their occupation of his position in future.
\nPlay a strategic role by continuously improving the business\u2019s\u00a0\u00a0data analysis\u00a0model, creating industry-leading performance through the leveraging of new and creative data-sources, and employing the latest in machine learning in the department.
\nScope, design, and implements machine-learning models to support the business\u2019s numerous initiatives and programs with a view of achieving overall objectives and targets. In this position, he matches and optimizes algorithms that are fundamental to the business\u2019s products\/services identifying better matches that will ultimately improve the consumer experiences.
\nPlay an analytical role with a drive towards experimental data modelling designs within the business. He will constantly run A\/B tests in order to evaluate changes in the business\u2019s product\/services.
\nTrack the business\u2019s performance against data analysis model and monitor trends in key business KPIs, providing valuable insights to relevant departments for overall business performance improvement.<\/p>\n
Accountability: Customer Experience (5%)\u00a0Outputs:<\/p>\n
Managing the channel delivery Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
\nSupporting the Sales, agent and merchant acquisition sales teams through technology enablement.
\nProviding support to business product teams in developing innovative digital products
\nSupport customer experience team to provide best in class customer experience and service through various service channels.
\nCreative baseline for problem-solving, knowledge transfer and effective application of all relevant banking policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.<\/p>\n
Accountability: Process Management: \u2013 (10%)\u00a0Outputs:\u00a0<\/p>\n
Assist in the design and implementation of measures to determine the effectiveness of the processes, including measures to determine the cost per process.
\nAssist review risk events and audit comments raised in incident reports for process failures. Assist in root cause analysis and recommend process changes to prevent issues form recurring.
\nCoordinate the review of existing processes to identify areas of improvement and champion these improvements, within agreed guidelines.<\/p>\n
Accountability: Leadership and Teamwork: \u2013 (10%)\u00a0Outputs:<\/p>\n
Be an effective team player through communication, performance management, development plans and reward\/recognition practices.
\nCultivate an environment that supports diversity and reflects Absa Brand values
\nBuild a culture of continuous improvement in customer experience.
\nSeeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.
\nWorks in a facilitative manner to build capability in progressing objectives but does not lose sight of the profitability and productivity outcomes.
\nActs in a manner that transparently promotes the organization\u2019s values and delivers in an aligned manner.
\nDrive self-empowerment in the team to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
\nOversee the activities of the team to ensure effective delivery of identified opportunities.
\nDevelop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
\nDetermine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.<\/p>\n
Accountability: Risk, Governance and Regulatory (5%)\u00a0Outputs:<\/p>\n
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide\u00a0\u00a0Risk Management\u00a0Framework and internal Absa Policies and Policy Standards.
\nPolicy adherence in the management of the information system environment.
\nUnderstand and manage risks and risk events (incidents) relevant to the role.
\nEnsure that local regulations and laws are adhered to and will be required to provide local support in implementations and configurations done in the first line of cyber security and information\u00a0\u00a0risk management.<\/p>\n
Role \/ Person Specification\u00a0Role Specific:<\/p>\n
Analytical skills and an eye for detail
\nCommercial awareness
\nNumerical skills
\nPlanning and organisational skills
\nAbility to understand broader business issues
\nCommunication and presentation skills
\nFormulating strategies and concepts
\nPersuading and influencing
\nPresenting and communicating information
\nClear and concise writing and reporting<\/p>\n
Person Specific:<\/p>\n
Excellent leadership skills
\nAdvanced understanding of the nature and dynamics of the banking industry
\nAbility to prepare and present proposals for the assigned business units and products
\nNegotiation skills
\n\u00a0Risk management\u00a0skills
\nProject and Change management track record of business risk management
\nSuccessful delivery of business and cultural change and delivery and embedding of associated benefits.
\nExperience of Bank operations management at a senior level
\nGood interpersonal skills
\nProject management skills
\nPlanning and organising skills
\nResilience and flexibility
\nQuality\/excellence mindset
\nBusiness management skills
\nCustomer service orientation
\nResults focussed<\/p>\n
Education And Experience Required\u00a0Preferred: Master\u2019s degree in business administration or any technology related field
\nEssential: Degree or relevant professional qualification (BBA, Engineering, Computer Science etc)
\nExperience:<\/p>\n
5+ years minimum experience in product development, project management and customer experience with strong business re-engineering experience in enhancing customer experience and managing grievance redressal systems in leading banks\/ financial services or Telecom companies.
\n3+ years minimum experience in Commercial Environment at mid-senior Managerial level
\nAwareness of cultural differences and varying legal\/regulatory environments.
\nFMCG, Banking or Financial services industry related knowledge.<\/p>\n
Knowledge & Skills:\u00a0Essential<\/p>\n
Working knowledge of international and specific operating environments, relating to a Digital Banking strategy
\nSignificant Digital Banking experience in a senior management role, operating in a multinational business.
\nDetailed understanding of the external economic, political, legal and regulatory environment and its internal impacts in the regional and each country
\nStrong commercial acumen and knowledge of industry practices and performance measurements
\nKnowledge of principles, practices and techniques of information technology and business strategy.
\nKnowledge of methods, material, and techniques employed in computer systems planning, design, and implementation.
\nWorking knowledge of web analytics tools (Google Analytics, Web Trends)
\nDigital Analytics experience<\/p>\n
Preferred<\/p>\n
Practical knowledge and application of Digital Banking solutions, strategic alliance partnerships including digital business transformation strategies.
\nExpert knowledge of managing customer experience with strong business re-engineering experience in enhancing customer experience and managing grievance redressal systems in leading banks\/ financial services or Telecom companies
\nIn-depth understanding of Absa Group and the Absa Africa strategy, operating structure and interfaces with other functions\/Ability to operate at strategic level in ambiguous\/dynamic environment.<\/p>\n
Competencies:<\/p>\n
Business management
\nProject Management
\nRisk Management
\nFinancial acumen
\nCommunication\/Influencing skills
\nStakeholder\/customer relationship management
\nLeadership and people management skills
\nStrong data and digital experience
\nStrong Communication\/Influencing skills and managing multiple stakeholders and customer relationships
\nStrong influencing and negotiation skills
\nExcellent diagnostic skills, rigorous approach to problem solving and strong analytical skills
\nExcellent comprehension skills to understand and interpret industry data and economic trends
\nTalent creation and development skills to mobilise, manage and improve functional specialist teams.
\nStrong Leadership and team-working skills at senior executive level
\nAbility to think creatively and identify innovative solutions<\/p>\n
Education\u00a0Bachelor\u2019s Degree: Information Technology
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