Job Summary
To own and consistently enhance Retail & Business Bank Payments CVP, capture new ecosystem payments and monitor payments channels for availability while managing issues and complaints raised, resolved and outstanding, plus transactions executed.
- Ensure uptake of existing payments capabilities, meeting benefit realization targets on new payments propositions, product Support and Query Management related to the channel or product. Role holders also support product roll-out, a key contributor to cross sell.
- Oversee payments penetration into Absa’s Retail & Business Banking base to drive convenience and improve returns to the bank by 3X.
- Launch, promote and create mass awareness of Absa payments propositions
Job Description
Strategy and Business Management (30%)
- Meet payments channel targets – values, volumes, income, costs
- Manage Information on customer support services
- Continuous service performance reviews
- Proactive research and stay abreast of product and service offerings from the competition
- Assist in implementation of product and/or process changes
- Manage product tariff setup and monitor collection efficiency
- Consult corporate & RBB relationship teams on issues to do with product/service performance, business practices/ideas and best practices
- Monitor levels of complaints and quality of complaint handling
- Contribute to product development and improvement through continuous reviews
- Contribute to procedures development and improvement through continuous reviews
- Manage down customer complaints to a minimum, if not to eliminate completely
Product Development & Sales (30%)
- Execute an efficient product pricing strategy
- Assist in implementing product & strategies
- Monitor competitor and industry trends
- Analyze customer and competitor research
- Carry-out cross selling activities
Customer Service Management (25%)
- Provide specialist support to all internal contacts/users
- Promote Absa Group and strengthen customer relationships
- Prepare internal communications on policies, procedures, controls
- Coordinate customer relationship management for key payments partners
- Analyze customer and competitor service trends
- Resolve of customer queries of a technical nature
- Work to and achieving service levels as spelt out in Service Level Agreements
- Supervise of system and product management
- Contribute to systems and service improvement through continuous reviews including risk reviews
Compliance, Governance and Control (15%)
- 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.
- Identify, manage and mitigate risks and risk events (incidents) relevant to the role.
Any other duties that maybe assigned to you from time to time by the Bank.
Education
Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)
