Executive: Sales and Service Vc

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

The Executive: Executive Sales & Service VC is a value generating role reporting into the Chief Operations Officer (COO). This role is dedicated to spearheading the virtual channel sales and service strategy for Business Banking, ensuring exceptional performance in inbound and outbound sales as well as client servicing. It is responsible for driving customer acquisition, enhancing servicing capabilities, boosting cross-sell opportunities, and achieving satisfaction goals through virtual engagement that is digital-first and powered by data. The incumbent’s mandate includes transforming the virtual channel into a modern, intelligent, and always-available component of the Business Banking Omnichannel experience, tailored to meet clients where they are. By leveraging innovative solutions, fostering stakeholder collaboration, and ensuring operational alignment, this role focuses on optimising channel productivity, embedding service excellence, and delivering outstanding commercial results.

As a Senior Executive in the Absa Business Banking Chief Operations Office, you will excel in commercializing and monetizing strategies with a strong financial acumen. Your ability to leverage digital tools and technology to automate processes and generate commercial value will be paramount. With a focus on efficiency driven by automation, digitization, and cost optimization, you will consistently create demonstrated value for our clients.

Job Description

KEY FOCUS AREAS

Sales and Service Leadership
- Lead, inspire and grow high-performing sales and service teams across virtual touchpoints - digital drop offs.
- Achieve defined revenue, customer acquisition, and cross-sell targets.
- Co-design and implement inbound and outbound virtual campaign strategies aligned to business priorities with the Segments.
- Use customer intelligence to provide insights to tailor solutions that increase wallet share and customer stickiness.

Channel Transformation and Integration
- Drive the virtual channel transformation roadmap, embedding agentic AI, robotics automation, and NLP to improve efficiency, quality and experience.
- Champion the virtual channel’s integration into the wider omnichannel strategy, enabling seamless customer journeys across voice, human-assisted and in-person touchpoints.
- Ensure CRM platforms and campaign tools are optimally leveraged to drive proactive and context-aware engagement.

Technology, Data and Insights Enablement
- Collaborate with data and analytics teams to harness predictive insights that shape customer interactions.
- Continuously optimise processes, campaigns, and scripts usings real-time data and feedback loops.
- Lead efforts to simplify customer journeys, reducing duplicated engagements and service friction.

Operational Excellence
- Ensure quality assurance, complicance, and risk management standards are met across all virtual interactions.
- Partner with business operations, product, and technology teams to resolve pain points, eliminate manual interventions, and reduce unnecessary contact volumes.
- Drive automation of routine queries and transactions, freeing up human capacity for high value transactions.

ACCOUNTABILITIES

Strategy Formulation and Execution
- Develop and lead the sales and service strategy aligned with customer lifecycle and business goals.
- Shape integrated execution plans that drive acquisition, retention, and commercial growth.
- Translate long-term strategic objectives into aligned business plans, execution roadmaps and key milestone measurements for the business area.
- Cascade strategic goals and ensure alignment between business unit vision and functional implementation priorities, setting clear short, medium and long-term milestones.
- Develop effective partnerships to enable business performance and contribute to sector-wide influence aligned with strategic initiatives.
- Respond to emerging policy and regulatory trends by adapting operational strategy and ensuring compliance alignment.
- Coordinate business enablement efforts for Business Banking ensuring delivery capability across systems, processes, and teams.
- Track execution progress against key strategic initiatives and intervene to correct course where needed.
- Support transformation initiatives through structured programme delivery and change management practices.
- Provide expert advice and support in operating model, strategy, and value chain formulation and delivery alignment.
- Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas.
- Undertake analysis of management and s