Service Desk Manager

5 days 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

We are seeking a dynamic and experienced individual to join our team as a Service Desk Manager - Trade & Working Capital Digital Operations. This exciting opportunity requires a professional who can drive the solutioning and implementation of a Pan Africa Service Desk model covering all Trade and Working Capital products.

Job Description

Key Responsibilities include:

- Ensuring embedment and execution of the total service lifecycle management of the Trade transactions with clients across the different sectors at a Pan Africa Level.
- Taking overall accountability for service delivery from an operational perspective by setting the rules of engagement for the cross functional team
- Being the point of contact between clients and trade operations for any questions or queries raised relating to trade transactions, product knowledge or any other related tasks.
- Providing excellent customer service to clients which range from Corporates to SMEs in different sectors and Financial Intermediaries across key regions and corridors.
- Ensuring clear and open cross-divisional communication with internal stakeholders across Operations, Sales and Product on all queries, complaints and compliment.
- Tracking of conversions from the point their raised to fulfilment / resolution.
- Assisting To enhance the experience of the operations end-to-end value chain, through optimal experience methodologies, practices, and Solutions driving ongoing improvement in efficiency and productivity
- Assisting in ensuring accurate and timely processing of all transactions for Trade and Working Capital products within organization’s agreed SLAs, policies and procedures and risk appetite
- Conducting market research to have a view on the benchmark Service Level Agreements across the various products, the optimal processes, systems and procedures to help the organise meet and exceed them
- Assisting in driving the implementation of the Trade & Working Capital Operations target operating model across markets outside South Africa particularly from a service desk perspective.
- Leading the TWC country Operations teams to deliver improved operational effectiveness in the delivery of support to internal and external customers in ARO.
- Working hand in hand with our key internal stakeholders to ensure completion of the implementation and embedment of all client channels, ensuring that service queries relating to systems and processes are addressed. Help ensure adoption improves STP for TWC and delivers the expected business results (costs, risk and revenue)
- Delivering world class operations service to BUs and functions across Africa
- Bachelor’s degree in Commerce / Post Graduate degree or MBA (NQF Level 7) preferable.
- Ten plus years of Trade Operations and Banking experience
- Knowledge of regulatory and statutory requirements: FICA, Exchange Control, Sanctions Trade and Working Capital, Money laundering

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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