To apply, click on the link at the end of the posts and all the best with your applications.

Advisor – Client Care and Service Hub

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.

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Job SummaryThe Client Care and Service Hub Advisor has an overall responsibility on the following aspects of the operations of the Hub. The role is in place to ensure overall day-to-day conduct of targeted inbound and outbound interactions with Retail, Business Banking, CIB and Wealth customers taking place through the Hub that has been put in place to serve these customers over a well-defined but dynamic service catalogue. The Hub Advisor reports into and supports the Client Care and Service Hub Supervisor / Team Leader in upscaling the Hub into a Centre of Excellence for the relevant services offered through a top-notch service delivery.

Job Description

Accountabilities

Conduct of Daily Operations

• The Hub Advisor works on a shift system covering a 24/7 scheduling, including weekend and public holiday. Each shift is of 9 hour duration, which includes 8 working hours, and 1 hour for break/lunch. An indicative schedule is as follows:

– Shift 1: 07:00 – 16:00

– Shift 2: 08:00 – 17:00

– Shift 3: 11:00 – 20:00

– Shift 4: 13:00 – 22:00

– Shift 5: 15:00 – 00:00

– Shift 6: 23:00 – 08:00

• Focus on the team’s priorities as directed by the Supervisor or Team Leader and ensure briefing notes and important internal communications are read and understood before start of day operations.
• Ensure accuracy and first time right on Operations.
• Strictly follow scripts, FAQs and SOPs to standardise the service delivery across the team of advisors.
• Refer regularly to the Hub’s repository of reference documents and Book of Knowledge to ensure consistency in approach.
• Execute the outbound calling programme as directed by the Hub Management Team, ensuring targeted sample sizes are achieved.
• Screen leads as per approved criteria for each segment.
• Log all queries, requests and service issues received at the Hub.
• Handle key poles of inbound and outbound activities related as directed by the Hub Management Team.
• Populate daily trackers and reporting sheets.
• Ensure full understanding and alignment with FAQs and SOPs.

Accountabilities

Handling of Complaints

• The Complaint Handling Standard and guidance notes must be strictly adhered to.
• Log all expressions of dissatisfaction on the appropriate case-logging tool.
• Ensure excellent understanding of the complaints and service metrics and their targets.

Accountability

Quality Service Delivery

• Ensure the quality of service and the standards of customer engagement delivered to customers are according to the established QA framework.
• Ensure all interactions with customers are logged.
• Ensure commitments taken with customers are followed through.

Accountability

Be Trained & Coached

• Proactively inform Supervisors of any lack of confidence on any aspect of the service delivery.
• Follow the Absa induction programme / mandatory LMS trainings with diligence and verify understanding and / or expectations with Supervisors or Team Leader when in doubt.

Accountability

Risk Management

• Bring up proactively with the Supervisor of the Hub Team Leader any aspect of the operations that is felt to carry risks for own integrity or for the Bank.
• Ensure Bank policies are strictly adhered to.

Role/Person Specification

Preferred Education

• HSC (or equivalent) with 3 Main subjects (minimum pass level D); and
• CPD or Proficiency certificate in relevant field such as Commerce, Marketing, Tourism, Customer Service, Management, Banking, Finance ;or
• suitable alternative to certificate.

Preferred Experience:

• At least 1 year working experience in customer facing, service sector or contact centre environment.
• Must enjoy contact with Clients.
• Must show resilience when dealing with difficult customers.

Knowledge & Skills

• Excellent spoken and written English and French.
• Fluent in Mauritian creole.
• Proficiency in the use of digital applications, tools and social media.

Technical Competencies

• Leading customer service or sales teams
• Quality Assurance
• Process improvement and customer journey optimisation
• Project Management
• Proficient in the use of digital applications, tools and social media.

Behavioural Competencies

• Passionate about engaging with customers and delivering excellent customer experience
• Resilient in the face of business challenges and fast-changing priorities.
• Collaborative and co-creative approach in bringing innovation.
• Focused on achieving business targets by growing people
• Leadership qualities.

Senior Specialist Cross Asset Structurer

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

Job Description

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

Administrator Investment Absa Wealth Ops

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 SummaryTo provide specialist advise & support in the collection & analysis of investment information that enables decision making & provide a sound basis for recommendation formulation, through the execution of predefined objectives as per agreed SOPs.

Job Description

Key Accountabilities:

• Download and organize financial reports and correspondence from Funds, managers, delivered to the team email account
• Maintain and organize client contact information in CRM
• Maintain storage and organization of client documents
• Undertake general administration duties including arranging meetings on behalf of the team and booking meeting rooms
• Review specific types of investment recommendations and determine the most appropriate action
• Enhance and build strong and long lasting relationships with beneficiaries/clients in relation to the transaction types providing excellent customer service
• Work is prepared and completed in line with the procedures, deadlines and policies in place
• Complete Investment subscriptions, redemptions and switches within and between fund managers and managed accounts including foreign exchange
• Actively manage the integrity of the data by implementing data scrubbing and consolidation procedures
• Assisting with the day-to-day queries from Front Office, escalating issues to relevant internal parties when necessary managing expectations to ensure any problems are addressed and solutions agreed
• Assist in developing controls and procedures and promote innovative methods/system approaches to meet business needs

Role / Person Specification

• 2 – 3 years of experience in a similar environment at junior specialist level
• Advanced Diploma or Bachelor’s degree (Finance major)

EducationHigher Diplomas: Business, Commerce and Management Studies (Required)

Wealth Investment Manager

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 SummaryManage and grow a portfolio of high net worth clients, trusts, investment holding companies and businesses, servicing their local and offshore investment and fiduciary needs. Formulate tactical strategy and associated delivery plans related to single practice areas. Ensure proactive integration and operational tactical enhancement.

Job Description

Portfolio Management: Ensure appropriate management of respective portfolios that includes but not limited to client visits and engagement, portfolio performance management, reporting and executing of client requirements | Business Development: Agree financial targets/new business targets and set out tactical plans to achieve this on an annual basis | Risk Management: Ensure that portfolio meets the required risk management standards | People Management: Coach, mentor and manage team members toward driving business objectives and ensuring colleague development (where applicable) | : | : | : | :

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

Investment Wealth Manager

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 SummaryContribute to tactical planning from an operational perspective. Implement and deliver approved operational plans. Accountable for management in terms of: people, process, applied technology, budget.

Job Description

Solutioning & Advisory: Provide ongoing support to senior advisors in driving business development and subsequently business targets through monitoring and identifying opportunities within the portfolio (cross selling and up-selling) | Client Engagement: On a regular basis engage with clients around current product requirements and future product requirements to ensure client expectations are met and ultimately value created for business and client | Risk and Control: Ensure that all risk and control requirements relating to the portfolio are met and/or implemented as required | : | : | : | : | :

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

Click here to apply

All the best with your applications.