Head Customer Service

Head Customer Service at Absa Bank Limited

Company: Absa Bank Limited  |  Category: Customer Support

---

Head Customer Service at Absa Bank Limited

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

Design and create enabling frameworks for the delivery of the desired customer experience. Identification of root cause problems and proposal of tested and relevant solutions. Identification and management of suitable measurement tools to ensure performance improvement.
To drive & deliver a radical improvement in customer service to our chosen market segment through dynamic service leadership in Absa Emerging markets.

Job Description

Key Accountabilities

Business Support (20%)

Outputs:

• Champion and promote the delivery of an excellent and consistent customer service and sales experience for customers by motivating and inspiring teams across the Emerging markets, both customer facing and support functions.
• Support Management in the design, planning and launch of all customer service initiatives and projects across Emerging Markets.
• Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
• Motivate & inspire staff to improve service levels, through implementation of service initiative & ongoing coaching.
• Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.

Service Improvement (50%)

Outputs:

• Proactively implement the customer strategy & GRCB-wide customer initiatives to gain staff commitment to provide world class service.
• Assist customer insight team to conduct customer research.
• Own the results from the various service measures through sharing them across the business & incorporating corrective measures into current plans.

• Conduct process enhancement group discussions with countries & involve them in producing solutions/ suggestions for service/ process improvements.
• Heading the service forums, providing MI as necessary and contributing to root cause analysis and implementation of remedial actions in conjunction with management across Emerging Markets.
• Create and lead a revolution in customer service, which is the envy of our competition, and actively support and monitor outlet champions in their pursuit of complaints resolution.
• Regularly visit outlets to drive appropriate customer service behaviours and share best practice.
• Represent a central point of reference, best practice and ownership in the business for complaints while constantly reaffirming the importance and profile of complaints on the organisation.
• Manage and run any change initiatives relating to service.

People Management (10%)

Outputs:

• Oversee the activities of the team to ensure effective delivery of Customer Service.
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Establish and maintain a succession plan for the team.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year.
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Motivate to and obtain approval from the Chief Operating Officer for any additional headcount for the team.
• Approve leave requests for team members and create leave plans to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the Customer Services team.

Developing Capability (20%)

Outputs:

• Provide active and inspiring leadership to service team in- country.
• Be a visible advocate of service for region, role modeling all behaviors as related to customer service.

Reporting & Control (10%)

Outputs:

• Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
• Provide ongoing feedback on current status of service initiatives & customer service levels to GRCB,
• Suggest improvements or new programs where appropriate.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)