Customer Experience Director at ABSA Group

Responsabilités

Driving transformative growth across Africa, we unite to craft a brighter future—one narrative at a time. With a legacy spanning more than a century and firmly established as a local bank with deep regional and global capabilities, joining our family presents the chance to contribute to a dynamic growth trajectory, redefine our future, and help chart the course of our proud African organization. My Career Development Portal: Wherever your career may currently stand, we are committed to supporting you. Shape your future with us by leveraging cutting-edge resources, expert guidance, and comprehensive support designed to help you realize your full potential. You embody the spirit of ABSA—where boundless possibilities await. Job Summary Process cash and related instruments while delivering exceptional customer service to in-branch retail clients. Job Description CASH AND RELATED TRANSACTIONS 60% Outputs: Dispense and accept physical cash, checks, bills for negotiation/collection, drafts, and other financial instruments over the counter for in-person customers. Authorize and validate foreign or domestic currency checks, as well as credit/debit card transactions, within predefined limits, either by processing issuance or facilitating cash disbursement. Conduct unannounced audits every two hours to verify that customer service representatives have accurately recorded all transactions within the bank’s system and obtained the necessary authorization prior to finalizing each transaction. Track and document any discrepancies in cash handling, including shortages and overages, committed by customer service advisors. Formal disciplinary measures will be administered in response to discrepancies identified as a consequence of cashier negligence. Responsibilities include overseeing the vault and handling all cash inventories at the tills—including daily opening and closing procedures, as well as midday reconciliations—along with performing cash sorting and repatriation tasks. Throughout the day, ensure that cash levels maintained by customer service advisors and held in the vault remain within prescribed limits. Procure branch cash from the designated cash provider or central bank, ensuring compliance with the established limits mandated by the country head office. As Co-Custodian, you will conduct a secondary verification of the daily cash reconciliation for the branch totals. All cash-related concerns, including resource allocation, must be promptly reported to the Branch Operations Manager or Operations Officer, following established procedures. Front-line cashiers must accurately prepare and package cash transactions in compliance with established banking protocols. Suggest optimal cash reorder levels to the Branch Operations Manager or designated officer weekly. Perform opening and closing procedures for cashiers and till areas, ensuring all necessary checks are completed accurately at the beginning and end of each shift. CUSTOMER SERVICE 20 % Outputs: Offer expert guidance to customers regarding cash handling procedures to facilitate seamless transactional operations. When handling customer inquiries directly, aim to resolve the issue immediately through the bank’s internal systems. Escalate the matter to the Branch Manager or Branch Operations, or direct the customer to consult with an Inquiries Advisor, only if all available troubleshooting methods have been unsuccessful in addressing the customer’s request. You are responsible for clearly explaining the bank’s operational procedures, security protocols—including the mandatory provision of valid identification for all transactions—and available services to customers. The Customer Feedback system’s advantages are to be communicated to clients, emphasizing how the bank utilizes their input to enhance service quality. Revised: Identify potential customers who may require bulk counting solutions. Administer and track leave allocations for customer service representatives to ensure adequate staffing coverage at all times. Submit monthly counter returns to the Branch Operations Manager or designated officer, ensuring accuracy and timeliness in reporting. Conduct morning briefings each day to ensure customers receive consistently high-quality service. Assess the cashiers’ competency levels to pinpoint specific areas requiring skill enhancement and professional development. Assist in executing customer service initiatives as assigned by the line manager from time to time. Conduct coaching sessions for cashiers and document their performance metrics to ensure consistent improvement and accountability. Assist in evaluating cashiers’ performance by contributing insights to their reviews for the Branch Operations Manager or Officer. SALES LEADS 5% Outputs: Identify potential sales opportunities by analyzing income levels displayed on customer statements, engaging customers to explore any stated needs, and promptly forwarding new leads to Customer Advisors for further action. When promotional campaigns are active at the branch, provide concise explanations of the campaign details to cashiers and customers, then direct them to Customer Advisors for additional information. Our role involves collaborating closely with Personal Bankers to proactively engage and follow up on leads assigned to your branch through Optimum. RIGOUR 10% Outputs: Professional Rewrite: Customer service advisors are required to reconcile their cash drawer balances at the commencement and conclusion of each working day, as well as whenever cash is replenished or transferred during operational hours. Ensure customer service advisors adhere to the bank’s established procedures for closing tills, which involves securing the till physically as specified (for example, by chaining it). Daily, you will notify Branch Operations when teller cash thresholds are attained, facilitating their ability to replenish or redistribute funds as needed. Perform ad-hoc inspections as directed by the Branch Coordinator as needed. Maintain accurate and meticulous records of all transactions in strict adherence to established bank procedures. Ensure these documents are readily accessible for review or audit purposes as needed. Professional Rewrite: All customer service advisors are required to sign for their till keys in the designated keys register. Weekly, the ORC report is reviewed to resolve any identified exceptions. The incumbent will prepare and submit the excess cash report to the Cash Services Manager. Here’s the paragraph while preserving all original details: Each month, compile and present statistical data regarding cash transactions to the Branch Operations Manager. These reports are utilized to determine suitable cash holding limits, which encompass both foreign and local currencies. Oversee the performance of customer service advisors and prepare and submit a monthly return. As the co-custodian, you will be entrusted with holding the second set of strongroom keys, upholding the highest standards of security at all times. Your role requires strict adherence to protocols to prevent any unauthorized access or compromise to the strongroom’s integrity. Ensure the continuous availability of essential stationery such as labels and security tags, as well as critical equipment including PCs, UV lights, note counters, and currency verifiers. RISK AND CONTROL Ensure strict adherence to all applicable regulatory obligations, the ABSA Operational Risk Framework, and internal ABSA Policies and Standards in the execution of all activities and responsibilities. Our contribution to both personal and team development accounts for 5% of the role’s expectations, emphasizing continuous growth and collaborative advancement. Outputs: Facilitate the exchange of expertise and best practices with fellow customer service advisors within the team. In the event of increased workloads or absences, the Personal Banker will assume responsibility for providing coverage for fellow team members. Act as a substitute for the Branch Operations Manager as and when necessary. Engage in branch-organized team-building activities to foster collaboration and strengthen interpersonal relationships among colleagues. Colleagues who have demonstrated exceptional performance within the team or retail environment are encouraged to be nominated. All assigned training modules must be completed punctually and in accordance with the established deadlines. Oversee leave administration and maintain accurate records of all leave types in Workday. Engage in structured development programs and targeted training initiatives to foster ongoing personal and professional growth. Assigned duties may include completing any additional tasks or responsibilities as directed by your supervisor or as required to support operational needs. Education Revised Version: A National Certificate (Vocational) Level 4 in Business, Commerce, and Management Studies is a mandatory qualification for this role. Sharing is caring! Click the Icons Below to Share

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