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Service Quality & Governance Manager at ABSA Bank Limited Tanzania

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AJIRA LEO TANZANIA
ABSA Group Limited
Jobs in Tanzania 2023: New Job Vacancies at ABSA Group Limited, 2023

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ABSA Group Limited Jobs, 2023
About Us
Truly African
We are a diversified standalone
African financial services group, delivering an integrated set of
products and services across personal and business banking, corporate
and investment banking, wealth, investment management and insurance.
Absa
Group Limited is listed on the JSE and is one of Africa’s largest
diversified financial services groups with a presence in 12 countries
across the continent and around 41 000 employees.
Absa Group Limited
is listed on the JSE and is one of Africa’s largest diversified
financial services groups with a presence in 12 countries across the
continent and around 41 000 employees.
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We
own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius,
Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in
Tanzania and National Bank of Commerce), Uganda and Zambia. We also have
representative offices in Namibia and Nigeria, as well as insurance
operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and
Zambia.

Service Quality & Governance Manager
locations
Absa House – ABT
job requisition id R-15947076
Bring your possibility to life! Define your career with us
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.

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.

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Job Summary
Job Purpose
• Develop strategy for process Re-engineering and Culture change
• Develop, deploy, and maintain central repositories for all policies and procedures across operations Business units.

Develop and document Front-End service quality checks parameters and
Oversee, Monitor and Report on Key Performance Indicators for the
Front-end quality of service improvements in collaborations with Branch
Managers and Across Business.
• Grow lean management capabilities across business units
• Manage internal and external customer satisfaction surveys
• Team Management
• Develop and implement service quality improvement initiatives as defined in the service strategy.

Acts as service improvement consultant to the Business (Retail Banking,
Business Banking and CIB), with some interface to other functions in
the bank

Job Description
Key Responsibilities:
Lead Quality group
Operating Strategy:

  • Design,
    develop, and implement methodologies and toolkits necessary to
    implement process reengineering and culture change initiatives
  • Develop
    and maintain a central repository for all policies and procedures.
    Implement necessary organizational mechanisms to keep repository updated
    and relevant.
  • Assist business units in developing appropriate
    KPIs (Key Performance Indicators), and set mechanism to make KPIs
    visible to appropriate business units for appropriate actions
  • Oversees,
    Drive and Monitor Customer Experience Survey to ensure the set target
    around Net Promoter scores (NPS), Customer Experience Index (CXI),
    Complaints Index and Treating Customer Fairly (TCF) is achieved and
    ensure Action items are tracked and monitored for improvement
  • Perform analysis of the available Customer Feedback Systems (i.e. CONSULTA), Feedback forms and Suggestion box
  • Perform
    and maintain external customer satisfaction surveys, and coordinate
    with Complaints Agents and Supervisor, initiate and implement corrective
    measures.
  • Perform Awareness calling and monitor closely
    execution, quality of calls conducted, analyze the non contactable ratio
    for improvement and report is shared to stakeholders’ month on month.
  • Monitor, analyzing and Reporting Mystery shopping reports submitted by
    the third party on quarterly basis, and set an action tracker for
    improvements
  • Takes ownership, management, and control of the Talktous@absa.co.tz email address

Centre Of Excellence

  • Establish
    forum to encourage & increase skill set and methods in lean
    management, process re-engineering, and mindset and behavior necessary
    for successful process change
  • Identify potential change agents
    within operations business units and train them to successfully
    implement change initiatives within their own domains.
  • Coordinate with HR training team to incorporate Lean management and mindset training into Absa’s academy curriculum.

Line Management and Staff Development

  • Line
    Manage selected individuals within Quality group, including Performance
    Management, Interim and Annual Reviews, Personal and Professional
    Development needs.
  • Rigorously discharge all of the Group’s HR
    policies (including Performance Development, Equality and Diversity,
    Disciplinary & Grievance) in respect of staff Line Managed
  • Act as a role model in terms of both delivery and behaviour for all staff in Quality team.
  • Demonstrate total commitment to the personal and professional development of all members of the Quality Team

Personal & Professional Development

  • Maintain
    leading-edge personal and professional development by regular and
    focused activity, which covers the complete development spectrum (i.e.
    conferences, courses, personal coaching, etc).
  • Keep up to date
    personally with latest thinking in chosen subject/discipline by
    attending and / or presenting at conferences, producing research
    material for leading-edge journals, etc.

Business Support

  • Supporting
    Customer Experience Measurement (CEM) tool and applications to ensure
    Customer Satisfaction Survey is conducted across the entire bank
    channels.
  • Participate in the Business Process Re-engineering projects
  • Identify
    systems & processes which create barriers to serving customers
    & improve/eliminate these to create value for customers.
  • Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
  • Provide
    ongoing feedback on customer service to all levels within the business,
    ensuring an integrated country effort around service initiatives.
  • Perform snap checks throughout branch networks for improved sales and service delivery excellence.

Service Improvement

  • Analyse
    Customer service performance across the retail network by evaluating
    results from formal customer surveys, Mystery shopping, Customer
    Feedbacks and create recommendations for service improvement for
    approval by the Service Head.
  • Analyzing Customer service reports
    as per formal customer surveys, Customer Feedback channels, Mystery
    Shopping, Quality Assurance and create recommendations for service
    improvement.
  • Perform analysis of the available MIs and provide
    necessary support (Material & Human Capacity) to ensure complaints
    and queries are resolved within 5 days to achieve >80% FDR resolution
    rate and 90% overall resolution rate and as would be reviewed from time
    to time.
  • Ensure the all complaints per retail branch network
    are well logged-in and documented appropriately from capture to closure
    and tally with Customer Service Unit back-office records.
  • Perform
    and coordinate branch visits and interact with branch staff in the
    frontline to understand their perception of service issues and ensure
    that the feedback is incorporated in the overall service analysis
    conducted for service improvements.
  • Roll-out service
    improvement initiatives as assigned by the Service Head, including
    creating training and communication material.
  • Participate in
    induction training of all new bank staff by presenting the principles of
    customer service and any specific initiatives to new joiners.
  • Act
    as key contact point for providing information to retail / branch and
    other staff on service improvement incentive programmes.
  • Encourage
    branch input to service delivery by conducting branch visits and
    interacting with CA (Prestige Banker/Service champions) and Branch
    Managers to obtain their inputs to service improvement.
  • Ensure that action plans are put in place to evaluate, and where appropriate, implement service improvement initiatives.
  • Responsible
    for end-to-end management of Feedback E-Mail System, CX Survey Vendors,
    Mystery shopping and Quality Assurance tasks.
  • Ensure product
    knowledge and product information are well communicated to the Retail
    Branch networks through group meetings, trainings and knowledge base
    (FAQs) development for effective use.
  • Perform and coordinate branch competitions through performance evaluation
  • Competitors
    Performance on Service Front:Table out our service offering against the
    competitors to get the right bench marking in the market
  • Address
    action steps for areas where we are performing below the competitors /
    market as to how we can raise the bar above what the competitors are
    offering
  • Developing CapabilityProvide active and inspiring leadership to Front-End Service team.
  • Be a visible advocate of service for the team, role modelling all behaviours as related to customer service.

Reporting Control

  • Ensure
    timely periodical reports are produced with 100% accuracy and submitted
    with recommendations for appropriate management decision making; (CX
    reports to stakeholders, Calling Awareness, Mystery Shopping, Quality
    Assurance, Recorded Call Quality Snap checks).
  • Ensure close monitoring of the branch operations on service offered and recommend for improvements

Technical Skills

  • Vision and direction;
  • Personal impact/performance climate;
  • Communication/influence;
  • Relationship/partnership approach;
  • Drive for results;
  • Technical skills and knowledge;
  • People and capability;
  • Planning and organising
  • Programme and project management

Personal attributes

  • Able to quickly understand and work within/around the political environment in which the team is operating
  • Must be an A player capable of leading large Change Programs and influencing stakeholders at all levels
  • Considerable
    ability to ‘hit the ground running’ in an unfamiliar environment
    Significant personal flexibility and geographic mobility

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Knowledge & experience
Essentials

  • Understanding
    all elements necessary for successfully implementing large scale change
    initiatives (Process Reengineering Methodologies, Behavior and mindset,
    KPIs)
  • Experience in using any of the available behavioural model
  • Experience in designing and presenting large scale training programs
  • Demonstrable track record of successfully delivering change initiatives
  • Minimum of 2 years Project and Program management experience
  • Appropriate professional accreditation in the Group’s mandated methods:
  • Program Management – MSP (Practitioner Level)
  • Project Management – Prince II (Practitioner Level)
  • Six Sigma Green Belt or above
  • Entrants without formal accreditation will be expected to achieve accreditation within 1 year of entry E

Preferred

  • Understanding of all frontline and other technical support systems:
  • Knowledge of competitor and market activity in local area
  • Capable to undergo products training awareness.
  • Ability to work independently with minimal supervision.
  • Excellent understanding of the Tracker System for follow-up and feedback.
  • Ability to perform customer service training
  • Formal qualification in Service Management
  • At least 2 years experience directly in a service environment, preferably in the financial services sector.
  • Understanding
    of CRM systems and process improvement initiatives Ability to implement
    projects / programs according to set objectives & timelines, across
    a wide business platform.
  • Ability to handle bitter/ upset and angry customers
  • Commitment and ability to work under pressure
  • Previous service-orientated, customer-facing role
  • Front line experience

Risk and Control Objective
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture

  • Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
  • Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.
  • Report
    all risk events / incidents / issues using the defined process for your
    business area and help to understand why these happened and how to
    prevent them in future.
  • Proactively look for ways to improve
    the control environment by considering what could go wrong in the
    processes you operate and how errors could be prevented.
  • Continuous and proactive engagement with regulatory bodies, unions where applicable
  • Keep
    up to date on all regulatory changes and could articulate the impact to
    the Business, be well informed on the industry thinking.
  • All mandatory training completed to deadline

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Technical skills / Competencies

  • Vision and direction;
  • Personal impact/performance climate;
  • Communication/influence;
  • Relationship/partnership approach;
  • Drive for results;
  • Technical skills and knowledge;
  • People and capability;
  • Planning and organising
  • Programme and project management.

Knowledge, Expertise and Experience
Essential

  • Wide-ranging compliance experience in a financial services environment.
  • Good understanding of current and anticipated UK, European and other countries’ requirements, and supervisory expectations.
  • Experience in policy setting and roll out.
  • Experience in compliance, preferably with an international exposure.
  • He/she is likely to be a graduate and / or have a professional qualification.

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Absa Values
Approvals
Absa’s
Values and Behaviours represent the set of standards which governs the
actions of all of us who work for the bank and against which the
performance of every one of us in Absa are being assessed and rewarded:

  • I drive high performance to achieve sustainable results
  • I’m obsessed with customer
  • I have an African heartbeat
  • I believe our people are our strengths

Education
National Diplomas and Advanced Certificates: Office Administration (Required)

Deadline: 2023-02-14.


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