Scrum Lead

3 weeks ago

Johannesburg, 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

Do you have extensive Client On-boarding and team management experience? Join the CIB Client On-boarding team as a Scrum Lead. In this role you will be able to plan, manage and monitor the implementation of SCRUM and activities, driven by end to-end process accountability to deliver on service, growth and quality standards and approved operational targets. You will also be responsible for:
**Job Description**:

- Lead cross-functional teams inclusive of all relevant On-boarding functions ie KYC, New to Bank & Refresh, QA and Product On-boarding.
- Empowerment of colleagues to solution closer to the customer/colleague.
- Liaise with relevant internal stakeholders such as (CRA’s, Bankers, Technology, and the wider ecosystem) to ensure our internal processes support great customer experience across multiple touch points, products, services & channels.
- Analyse the relevant customer data sources such as complaints, market research, satisfaction / survey feedback etc.
- To provide a holistic view of our existing customer journeys & experience.
- Work with frontline colleagues to generate practical solutions to enhance client on-boarding experience.
- Use data and insights to proactively identify gaps in client experience and ensure that seamless client onboarding experience.
- Work in-conjunction with designated segment or region to update relevant processes to track the impact of business activity on the customer as well as the financial impact of the process improvements.
- Collaborate with designated segment/ regional front line team through utilising customer feedback loops to create customer journey maps that inform efforts to be prioritised for an enhanced customer experience.
- Drive, implement and continuously improve simplicity in Client onboarding journey by actively identifying and solutioning for identified gaps.

Education and experience required
- B-degree in Banking, Business Management/Commerce (NQF level no.7 or equivalent. Post graduate degree, NQF level no.8+, desired)
- 5 - 8 years professional experience, at least 3 - 4 years at a management level

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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