Senior Customer Experience Lead at ABSA Group

Responsabilités

Together, we are shaping the future of Africa, one impactful narrative at a time. A legacy spanning more than a century, coupled with a robust position as a trusted local bank with deep regional and global expertise, presents the chance to join a dynamic growth trajectory. This role invites you to contribute to reshaping our future and steering the organization’s destiny as a proudly African institution. My Career Development Portal: At every stage of your professional journey, ABSA stands ready to empower you. Shape your career trajectory with access to innovative guidance, cutting-edge tools, and personalized support designed to unleash your full capabilities. You embody ABSA. You represent endless potential. Job Summary Process cash and related instruments while delivering outstanding service to in-person branch Retail Customers. 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 walk-in clients. Process and validate foreign or local currency checks, including credit and debit card transactions, by either issuing or cashing these instruments while adhering to established monetary limits. Conduct bi-hourly audits to verify that customer service representatives have accurately recorded all transactions within the bank’s system and obtained the necessary authorization prior to finalizing them. Track and log all discrepancies in till totals, including shortages and excesses, for each customer service advisor. Conduct formal disciplinary measures for any discrepancies identified due to cashier negligence. Manages vault operations and oversees all cash supplies across teller stations, including daily opening and closing procedures, as well as midday cash handling, sorting, and reconciliation activities. Throughout the day, track and verify that the cash balances maintained by customer service advisors and stored in the vault remain within established parameters. Procure branch cash from the designated cash provider or central bank, strictly adhering to the cash limits established by the country head office. As a co-Custodian, you will be responsible for conducting a secondary verification of the daily cash reconciliation for the branch’s total. All cash-related concerns must be escalated directly to the Branch Operations Manager or Operations Officer, following established procedures without exception. Front-line cashiers are responsible for accurately preparing and packaging cash transactions according to established protocols. Provide weekly recommendations for cash re-order levels to the Branch Operations Manager or designated officer. Perform comprehensive opening and closing audits for cashiers and their respective till stations. CUSTOMER SERVICE 20 % Outputs: Offer expert guidance to customers regarding cash-handling procedures to facilitate seamless transaction processing. Upon receiving customer inquiries, endeavor to address each one promptly using the bank’s established systems. Escalate the matter to the Branch Manager or Branch Operations, or direct the customer to consult with an Inquiries Advisor, only after all available means to resolve the request have been fully exhausted. The role involves outlining the bank’s policies and security protocols—including the necessity of presenting valid identification for all transactions—to customers, while also detailing the available banking services. Inform customers about the advantages of utilizing the Customer Feedback system, detailing how the bank leverages their input to enhance service quality. Proactively assess customer needs to determine those who may benefit from bulk counting solutions. Oversee the administration of leave days for customer service advisors. Submit monthly counter returns to the Branch Operations Manager or designated officer, as required. Conduct daily morning huddles to ensure consistent, high-quality service delivery to customers. Assess the training requirements for cashiers to enhance their skill sets. Engage in all 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. Deliver insights regarding cashiers’ performance evaluations to the Branch Operations Manager or designated officer. SALES LEADS 5% Outputs: Conduct thorough research to pinpoint potential sales opportunities by analyzing income data from customer statements, engaging with customers to uncover specific requirements they express, and promptly directing any newly identified leads to Customer Advisors for further action. During active sales campaigns, provide concise explanations of the campaign specifics to cashiers and customers, and direct them to Customer Advisors for additional details. Experienced Personal Bankers receive assistance in

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