Website Absa Bank
Absa Bank
Process Expert – Client Onboarding
Full-Time Position
About Absa
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.
My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
Job Summary
- Drive a diverse team of process associates working towards pre-defined targets
- Be a Subject Matter Expert (SME) in Client Onboarding process (Personal and Non-personal accounts), Maintaining Personal/Business Customer Accounts and Loan booking
- Assist the Team Manager in undertaking the managerial function
- Manage day-to-day activities of the team and ensure compliance/adherence to procedures and policy guidelines, encourage and motivate processors
- Drive and deliver exceptional business performance through the excellent execution of support duties to ensure that operations are being effectively performed so as to provide World Class Customer service
Key Responsibilities
Receiving, Assessing and Reviewing Account Applications
- Perform and ensure accurate sampling of each advisor in accordance with approved process and procedures, international regulations
- Achieve the required volume of work within the established deadlines/service standards
- Identify and investigate problems specific to area of expertise and recommend remedial action
- Adhere to quality control discipline, procedures and checks at all times
- Handle day-to-day query resolution, with upward escalation of more complex queries to the management team
- Report issues and concerns as soon as possible to Team Manager with complete information, making effort to prevent or limit possible damage
- Assist Team Manager in administration of the section, including organizing workflow, queue management and query resolution
- Drive own performance management, collating relevant documentation, preparing for and arranging team’s and self-performance reviews
- Provide thorough solution of queries and identify improvements to processes
- Provide advice, guidance and training to new processing staff
- Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions
- Identify and suggest changes to enhance and improve processes, and increase productivity
- Provide support and cover in terms of knowledge management to other Process Experts as and when required
- Support on audit requirement in collection and sampling of data
- Operate in a high-pressure environment with focus on customer service
Risk Management
- Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential
- Manage the team from process, system and control point of view
- Discuss and finalize Performance Development Plans and ratings for Retail support and send the documents to Performance Analyst
- Screen and confirm all applications received
- Report faults on the day they occur
- Ensure there is MI to show acceptance rate or rejection rate and report on suspected fraud incidents
- Achieve operational rigor excellence in all aspects of procedures and processes to ensure satisfactory audit
- Allocate and review regular snap checks as stipulated in the bank procedure manual
- Undertake snap checks accurately and timely
- Improve on conformance findings and ensure non-recurrences
Operations Efficiency
- Support the Team Leader on minimization of overtime, stationery and other operation costs
- Provide cover for Team Leader as required
- Be a fast learner, work wholeheartedly, communicate with passion and enthusiasm, embrace change as a way of working
- Achieve individual and team targets for customer service targets (both internal and external)
Decision Making and Problem Solving
- Undertake enquiries duties as required in order to provide excellent customer service
- Maintain effective performance towards dynamic business circumstances, questioning procedures and proactively seeking solutions
- Identify and investigate problems and recommend remedial action
Risk and Controls Objectives
- Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
- Understand own role in the end-to-end processes including applicable risks and controls
- Adhere to Absa policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management
- Report all risk events/incidents/issues using the defined process and help understand why these happened and how to prevent them in future
- Proactively look for ways to improve the control environment
- Complete all mandatory training to deadline
Required Qualifications and Experience
Education
- Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Essential Experience
- Onboarding Process
- Fraud Prevention/Awareness
- Operational awareness
- Data privacy
Preferred Experience
- Customer Service
- PC Skills including Keyboard skills
- Product Training
Technical Skills and Competencies
- Sound communication skills
- Excellent attention to detail
- Strong numeracy skills
Absa Values
The values provide a framework for how we in Absa work together and how we serve our customers and the communities we are in:
- Trust
- Resourceful
- Stewardship
- Inclusive
- Courage
What We Offer
Career Development Resources:
- Scholarship information service
- Scholarship application assistance
- Career counseling program
- Resume posting service
- Education news updates
- Job search strategy workshops
- Interview preparation guide
- Online courses on specific fields
- Tech trends newsletter
- Professional attire clothing
- Tech gadgets and accessories
- Tanzania Jobs Directory
- CV writing service
- NECTA Results access
How to Apply
To submit your application, please follow the link provided below.
Absa is an equal opportunity employer committed to diversity and inclusion.
To apply for this job please visit absa.wd3.myworkdayjobs.com.