Manager: Operations Commercial Payments

2 weeks ago

Pretoria, Gauteng, South Africa Absa Bank Limited Full time
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.
Job Summary

To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adoption i.t.o. product development methodology and delivery objectives.

The purpose of the role is to promote and manage a culture of collaboration, performance development methodology and compliance to related regulations.

Responsible for the alignment, business restructuring and achievement of Absa strategic after sales service objectives by being accountable for day to day operational delivery of exceptional customer service to internal and monitoring service delivery from external suppliers.


Job Description:

Accountability:
Business and Operations Management

  • Develop and lead the implementation of a client centric service and engagement strategy for Commercial Payments to achieve operational excellence in the device operating model
  • Participate and manage SLAs on a daily basis with vendors to ensure that appropriate services are being rendered and timelines are adhered to. Resolve any service issues that might arise in relation to services being rendered to Absa merchants.
  • Manage customer satisfaction experience, client interface and retention of client by adhering to highest standards of service delivery.
  • Provide the measurement and reporting of supplier performance and provide BU Heads with daily, weekly and monthly Management Information (MI) to address their reporting needs.
  • Implement productivity improvement measures by introducing innovative capabilities, process improvements and business restructuring that will aid business in addressing performance gaps.
  • Drive various business projects by managing implementation, communication and tracking progress & reporting to all impacted stakeholders across the business
  • Ensure compliance with internal policies and procedures, schemes and PASA compliance by keeping abreast of new developments and developing, implementing and monitoring appropriate control measures.
  • Drive down cost to serve merchants by identifying first call resolution methods that will improve SLA and reduce calls being passed on to suppliers to service merchants.
  • Establish and maintain effective relationships with key business owners and stakeholders through proactive engagement to identify changing client needs and make recommendations to align service offering with customer voice.

Experience Required:

  • Six (6) years' operations management experience
  • Three (3) years commercial payments experience
  • Three (3) years client services experience

Knowledge & Skills:

  • Financial Management and Budget Processes
  • Networking
  • Design Thinking
  • Business restructuring
  • Communication skills
  • Operations Management
  • Risk Management

Competencies:

  • Deciding and initiating action
  • Entrepreneurial and commercial thinking
  • Relating and networking
  • Adapting and responding to change
  • Persuading and influencing
  • Creating and innovating
  • Planning and organizing
  • Working with people
Education

Bachelor's Degrees and Advanced Diplomas:
Business, Commerce and Management Studies (required)

  • Absa Bank Limited reserves the right not to make an appointment to the post as advertised_

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