Corporate Service Center Manager

Empowering Africa’s tomorrow, together…one story at a time.

My Career Development Portal: Wherever 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.

Job Summary

To plan, manage and monitor the implementation of banking operations related activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

Client Service:

• Act as the first point of contact for transactional and administrative banking issues to external clients via Omni-Channel service and support options. 
• Coordinate resolution of client queries requiring services from other areas of the Group and monitor outcomes. 
• Identify opportunities to improve client service and provide risk and client experience insights. 
• Liaise with stakeholders to obtain resolutions for client issues. 
• Escalate client requirements to broader service teams when additional support is required. 
• Log client complaints and compliments. 
• Track recurring themes from client requests and escalate trends appropriately. 
• Establish and maintain professional relationships with internal and external clients. 
• Build and maintain a strong network of contacts to assist clients effectively. 
• Ensure accurate data capture across all channels used. 

• Utilise the full range of CIB systems available to resolve client queries at first point of contact where possible. 
• Adhere to all Service Unit processes and identify opportunities for process improvement. 
• Ensure process changes are effectively incorporated into all client servicing activities. 
• Ensure compliance with Absa risk and compliance policies, procedures, legal and regulatory requirements. 
• Ensure quality and accuracy in the preparation of cost recovery journals. 

Teamwork

• Work closely with other members of the Servicing Unit to deliver exceptional client experience results. 
• Take responsibility for routine duties on a regular basis with other team members. 
• Attend team meetings and contribute ideas for improving customer service. 
• Support the team through training, coaching, and sharing best practices. 

Strategy, Change and Relevance in the Industry

• Play a key role in supporting business strategy and organisational change initiatives. 
• Continuously support the transition of clients onto new digital platforms. 

Education

Bachelor's Degree: Financial Services (Required), Higher Diplomas: Business Administration (Required)