Consultant Cust Service

2 weeks ago

Johannesburg, South Africa Absa Bank Limited Full time

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

Define, design, implement and manage a 3rd Party Partnership model to enable Absa Fleet Card growth and strategy through best-in-class lending solutions and related services to individual customers, leveraging the customer base, distribution network and capabilities of 3rd parties (e.g. Oil companies).

The end
- to
- end management of these partnerships will be important to ensure maximum value is delivered at the appropriate Risk and Compliance levels, with clear Service Level Agreements in place to manage performance.

**Job Description**:
Customer Service Management:

- Providing specialist support to all internal contacts/users
- Analysing customer and competitor service trends
- Promoting the Group and strengthening customer relationships
- Preparing internal communications on policies, procedures, controls
- Coordinating customer relationship management for ecommerce merchants
- Resolution of customer queries of a technical nature

Team support:

- Maintain the merchant portfolio
- Provide a contact for card acquiring vendors and suppliers
- Adhere to Absa frameworks, policies and procedures applicable to my role, demonstrating sound judgement and responsible risk management, and when required highlight breaches and request dispensations & waivers on a timely basis.
- Report all risk events/incidents/issues immediately upon discovery and escalate significant events/incidents/issues using the defined process for my business area.
- Help to understand why risk events/incidents/issues happened and identify how to prevent them in future - focusing on fixing root causes and taking ownership of identified actions.
- Proactively identify ways to improve the control environment by considering what could go wrong in the processes I operate and how errors could be prevented.
- Focusing on fixing root causes and taking ownership of identified actions.
- Complete all mandatory training to deadline.
- Maintain the merchant portfolio.
- Provide a contact for card acquiring vendors and suppliers.

Accountability: Partner Profitability & Performance:

- Build and maintain a partner profitability framework to clearly manage and measure partner services against a price, margin and cost to service to ensure profitability of each initiative.
- Drive and effect appropriate pricing strategies based on an understanding of market trends, client behavior and partner growth.
- Actively drive efficiencies with internal and external service providers to improve service and associated cost to serve.
- Continuously review and identify potential revenue leakage points, drive and own the related remediation initiatives and control embedment.

Education

Further Education and Training Certificate (FETC): 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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