Internship | Job Vacancies at Absa Bank Limited

Client Experience Analyst at Absa Bank Kenya

Job Summary

To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details.

Job Description

Job Purpose

This is a Customer Experience analytics role to be carried out within the ABSA Africa Corporate and Investment Banking Front office service support, and the role holder may be required to work flexibly across a variety of different activities and engage with pan bank stakeholders to deliver service governance for world class client experience to corporate clients.

• To assist Client Experience Lead with data analytics to coordinate and ensure that Coverage, Products and Operations teams provide excellent customer service to corporate customers through proactive provision of all day-to-day corporate bank business
• To assist Client Experience Lead with data analytics, to manage the day-to-day activities of corporate customers service experience with a responsibility of ensuring satisfaction of the Customers and support to branches in their corporate customers’ service initiatives
• To assist Client Experience Lead with data analytics, to coordinate and ensure that service standards are observed by business, operations, and branch distribution to achieve the set goals and objectives for market leadership in Corporate and Investment Banking
• To assist Client Experience Lead with data analytics, to manage and ensure that corporate service standards and the service governance and control environment is sound through compilation and review of various Client Experience Data and MI analytics spanning but not limited to Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, Payment’s documentation tracking, Excess Mgmt. tracking and archiving, monthly service pack and service dashboards, coordinating customer surveys etc.
• To compile data analytics for assessment and review of the Account Opening documents against the current policy rules and guidelines; including vetting of account opening documentation & change mandates against existing policies and procedures and capture applications and account maintenances in the system, and compilation of various Client Experience Data and MI analytics spanning but not limited to Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, Payment’s documentation tracking.

Key Accountabilities

Client Experience Governance Analytics– 70/80%

Compile data analytics and MI for managing but not limited to the following client experience activities and measures:

• Ensure escalation of all service issues relating to (including of and not limited to) processes and queries not closed within agreed timeframes is done to the appropriate level and person(s), ensuring that the CX Lead, or designate is advised.
• Ensure Complaints MI is circulated monthly to the CIB team highlighting the emerging service trends and themes with a view to improving client experience.
• Ensure quality of cases is as per the complaints handling guidelines and feedback to the teams on any gaps on complaints logged.
• Ensure root cause of client complaints is identified.
• Ensure 80% of all cases are resolved on the same day.
• Ensure quality of details captured on the CIB complaints MI is 100% accurate, concise, and timely.
• Support in designing and managing business processes to minimize income leakages and boost efficiency and effectiveness.
• Track the Error Rate of returned documentation on KYC for each RM/CMA through MI circulated monthly.
• Ensure to create a customer database that is ‘alive’ and ensure that contact information is updated on a quarterly basis as a minimum.
• Develop and manage effective MI that drives the CIB business and enhances business and individual performance.
• Compile adhoc MI that may be required from time to time.
• Participate in ARO and Kenya service meetings with a view to find solutions to emerging service themes.
• Pro-actively track all logged client cases/pre-empted queries to ensure that they are being handled as per expected standards and TCF policy.
• Use weekly MI to address areas of focus that are flagged with an AMBER or RED rating.
• Work closely with CX team in championing a culture of operational excellence to deliver ever-improving performance standards to corporate customers.
• Identify improvements to processes and procedures that will improve the delivery of excellent operational service and effectiveness, and champion these improvements, within agreed guidelines
• Ensure that all UA01 files/folders are filed within the CIB shared folders as per data retention schedules while ensuring 100% integrity of files/folders is maintained. Tableau files and actioned UA01 files or folders should easily be available when required by stakeholders.
• Management and circulation of the UA01 tracker to stakeholders to ensure compliance in reporting excesses as per that excess reports’ rules set.
• Conduct monthly sampling for supporting documentation of online outward remittances that are over USD 10,000 or its equivalent in other currencies.

Business Management – 20/30%

• Participating in regular coverage huddles to focus on problem areas and implementation of practical solutions.
• Ensure workflow between front and back office/operations teams is smooth, regular and proactive. All internal deadlines met with least expectation being far within SLA.
• Proper handover during leave with handover notes/actions discussed and agreed at least one (1) week before scheduled leave.
• Adhere to the agreed procedures and plan i.e. leave rotation etc.
• Actively participate in training sessions and team building events.
• Actively respond to and improve on feedback provided in the multi-source form.

Preferred Qualification

• University degree in a Business-related area from a recognized institution.

Preferred Experience

Essential

Knowledge of the Bank’s products, services and policies and/or other specialist knowledge required to undertake the role:

• Basic technical skills relating to customer service equipment, detailed working knowledge of the bank’s frontline systems, understanding of all front and back-office processes and procedures, and working knowledge of risks and controls relating to telephonic transactions
• In-depth knowledge of relevant processes and procedures
• In-depth knowledge of operational risk and rigor requirements and standards applicable to the relevant processes and procedures.
• Clear understanding of the team performance objectives – service level agreements and customer service targets.
• Sound understanding of technical systems e.g., Sybrin/ FCR/OWLS/KAMLS/BOC/SES/Salesforce, Tableau, QlikView etc.
• A working knowledge and understanding of relevant legislation e.g., KYC, Money Laundering & service standards
• Good knowledge of corporate banking service standards and complaints handling procedure.
• Knowledge of team interfaces with other business areas, centers and branches.
• A broad awareness of bank products and services, and knowledge of corporate banking products
• Appropriate experience in a customer service environment and people management experience preferably in corporate banking

Training is likely to assist effectiveness in the role and may have been completed prior to undertaking this role:

• Compliance Policies
• Corporate Service Standards and Complaints Management process
• AML
• KYC and Operation Rigor training

Additional details of exceptional aspects of the demands of the role:

• Pan bank stakeholder management on corporate service touchpoints, and SLA monitoring
• Visual concentration relating to screen-based work and checking work done
• Work flexibly across a range of processes and activities.

Knowledge and Skills

• Teamwork skills in a high-pressure environment
• Excellent communication and presentation skills
• Excellent telephone skills
• Internal networking skills
• Analytical, Information gathering, Creative Thinking and Decision-Making skills
• Change management abilities including issue management and resolution
• Service driven and Stakeholder Management
• Drive Performance, Delight Customers and Execute at Speed.

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SME Credit Manager at Absa Bank Kenya

Job Summary

To analyse the risks associated with new lending, structuring and derivative proposals with the intention of facilitating new business.

Job Purpose

• A credit professional responsible for credit risk structuring of transactions and sanctioning covering multiple industry sectors. The role holder will have specific responsibilities for a range of SME customers.
• Support the Business Banking SME Credit Team in providing credit input to Absa Bank Kenya Plc, delivering a World-Class Credit service and contributing towards achievement of the team’s risk and business objectives.
• Ensuring the optimal quality of the credit portfolio by application of best practice in decision-making, to a maximum personal lending discretion of US$ 1.2 million.

Key Accountabilities

Credit Risk Management – 60-70%

• Ensure the highest standard of credit quality through the structure, sanctioning, monitoring and control of credit applications. Maintenance of these standards both personally and as part of the Wholesale Credit Team.
• Sole lending discretion, DG linked and set depending on personal experience/accreditation.
• Exercise judgement and discretion in the evaluation and approval/decline of higher risk classification credit proposals.
• Provide feeds into business and credit policy development, where appropriate.
• Provide feeds into credit process development, where appropriate.
• Implementation and ongoing delivery of business and credit policies and processes.
• Responsibility for personal adherence to governance, compliance and lending portfolio controls.  Ensuring own conformance to policy and procedures within the Wholesale Credit Function, including proactive management of agreed responsibilities for Data Integrity.
• Maintain interactive relationship with other risk functions and Conformance Team.
• Advise on risk reward and challenge pricing where appropriate.

Business Risk Partnership – 20-30%

• Deliver service in line with agreed business needs.
• Work in partnership with Country colleagues and proactively anticipate, respond to and seek to exceed the expectations of customers. 
• Work with Country colleagues, providing post application-based coaching and discussion, where appropriate to ensure effective development and delivery of bespoke Risk solutions for customers.
• Proactively contribute to embedding agreed change management initiatives in support of process and quality improvements, cost reductions and development of people.
• Contribute towards the Team operating within cost budgets making recommendations for ‘working smarter.

Staff Management- 10-20%

• Support the Team Leaders in delivering effective performance development for individuals within the team.
• Drive proactive application of Absa Bank Kenya Plc Behaviours both personally and throughout the team and coach and support colleagues within the Team.

Preferred Qualification

• Bachelor’s degree from an accredited institution, accounting.

Preferred Experience

• At least 5 years in credit sanctioning and a minimum of 3 years La Riba credit sanctioning.

Knowledge and Skills

• Strong intellect balanced by practical and pragmatic approach
• Decisive
• Analytical and numerate
• Technical Lending Analysis
• Risk Management
• Build effective working relationships with staff/stakeholders
• Communications (written and oral) and presentations
• Effective negotiation and influencing
• Leadership.

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Universal/SME Banker at Absa Bank Kenya

Job Summary

To provide excellent customer experience, deliver exceptional branch business growth and profitability. To observe compliance & control requirements, keeping high level of bank standards.

Job Description

Key Accountabilities/Deliverables/Outcomes and Approximate Time Split

Business Growth: Time split 60%

• Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
• Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.
• Manage portfolio risks in line with banks’ portfolio appetite.
• Collaborate in the development and implementation of sales initiatives with other business functions i.e., Direct sales team, Asset Finance, CIB, and Bancassurance to maximize cross-selling and better customer profiling opportunities.
• In conjunction with the branch manager, Industry heads, and products, conduct product reviews and development through constant feedback from the market.
• Continuously conduct market intelligence to identify new markets, customer trends, new government /directives, and changes in policy by regulators.
• Contribute to the development of branch sales strategy.
• Plan and coordinate any marketing approaches for new business and actively develop existing relationships.
• Actively seek to grow own portfolio and cross-sell to ensure delivery of set Targets.
• Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
• Ensure quality sales and new to-bank accounts within your portfolio are promptly funded at customer onboarding.
• Continuously monitor own performance against targets agreed on, daily for new and existing clients. Initiate appropriate action plans to address any shortfalls in performance.
• Operationalize campaigns as required with the Branch Manager and the business.
• Always ensure excellent customer experience
• Drive business targets through strict TAT observance and high-level service delivery standards.
• Should not advise an existing customer to open a similar account in their respective Branches with a view of moving funds between the accounts.
• Should not close an existing account in your Branch/domiciled in another Branch with a view to re-opening a similar account.
• Accounts re-streaming should be carried out in line with the Banks policy.
• Together with BM, create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure they are aligned to the Bank’s overall strategy- Growth, Transformation, and Returns.

Internal Controls & Risk Management: Time split 10%

• Ensure that Absa bank¡¦s policies and procedures are always adhered to when handling different products.
• Ensure adherence to all KYC & AML Processes regarding new and existing business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage costs within your area of operation.
• Effectively carry out branch snap checks as assigned by the assistant branch manager.
• Ensure the new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the current tariff.
• Accurate customer information is captured in the core banking system.

Customer Experience: Time split 20%

• Ensure excellent customer experience is always maintained.
• Ensure set TAT in account onboarding and loan processing is always achieved.
• Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure set TAT in response to customer queries by phone, email, or letters is strictly adhered to.
• Ensure customer data is always up to date.
• Ensure branch NPS scores are maintained as per the set standards.
• In conjunction with the Branch Manager, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
• Monitor service to ensure customers are served within acceptable waiting time having a work plan for both peak and off-peak periods.

Capacity Building & People Management: Time split 10%

• In conjunction with the Branch Manager, Assistant Branch Manager, and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
• Ensure the assigned e-learning and internal training activities for self and direct reports are undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning.
• Manage your own leave by working closely with your Line Manager

Role/person specification

Qualification

•   Business related degree

Preferred Experience

• Familiarity with various banking products and services, such as checking accounts, savings accounts, loans, and credit cards.
• A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales targets set by the bank.

Knowledge and Skills

• High attention to detail & high sense of urgency.
• The need to be flexible and adaptable in order to meet the challenging demands of the job.
• Ability to work under pressure to very tight timescales whilst producing an output of the highest quality.
• Ability to deal with and relate well with staff of all levels.
• High focus on internal customer service excellence.

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Branch Manager – CBD at Absa Bank Limited

Job Summary

To support delivery of targeted retail business (non-medical) growth with the right parameters.

Job Description

Business Development- Branch

• Manage relations with all General and Medical business channels at the branch to deliver targeted premium outputs.
• Spearhead and implement market expansion strategies at the branch.
• Pipeline business management, quotation processing and transmitting the same within TATs.
• Draw up and operate SLAs with intermediaries for differentiated service delivery.
• Monitor and adhere to inter-departmental service level standards to ensure smooth running of the branch
• Renewal follow-up to achieve the renewal retention ratios.
• Champion cross selling for branch business
• Coordinate intermediaries’ activities at the branch level

Market Intelligence

• Collect market intelligence through research by reading articles, publications, internet, word of mouth and networking daily to keep abreast of market developments.
• Assess market opportunities with respect to competitor sales sources by remaining in touch with market forces and influencing.
• Manage knowledge capital by collecting, categorizing, storing, protecting, and distributing the result of market.

Financial

• Debt management as per the debt management standard
• Manage and control expenditure for travel, events, and promotional items.
• Plan, assign and allocate funds for events plans, or promotional items requited for brand management through brand management activities as per the structured calendar.

Operations & Compliance

• Actively keep up to date with relevant knowledge, legislation and developments within the business unit and insurance industry that may have an impact on the business advantage.
• Coordinate compliance with regulatory requirements for brokers for licensing and on boarding requirements as per ABC third party standards.

Education and Experience Required:

• Degree in Commerce, Insurance, Law, Business Administration
• At least 7 years in Insurance Sales/or Underwriting

Professional qualifications

• ACII, Diploma in Insurance (UK) or
• AIIK, Diploma in Insurance (Kenya) 

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)

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La Riba Area Sales Manager (Nairobi Region) at Absa Bank Limited

Key accountabilities/Deliverables/Outcomes

SUPERVISION OF LA RIBA LEAD GENERATORS TIME SPLIT 40%

• Support and Enablement: Act as a key enabler to the La Riba Lead Generators by equipping them with Shari’ah-compliant tools, knowledge, and resources necessary to optimize Islamic banking sales in line with La Riba principles.
• Sales Target Achievement: Drive the achievement of annual La Riba sales targets through effective delegation and support of Lead Generators. Monitor their performance daily, weekly, quarterly, and annually, providing coaching and feedback aligned with Islamic banking values.
• Target Setting: Collaborate with team members to set individual targets for La Riba products, including Islamic assets, liabilities, and campaign-specific goals, ensuring alignment with Shari’ah-compliant offerings.
• Team Management: Oversee daily attendance and availability of the La Riba sales team in accordance with HR policies. Manage and approve leave requests while ensuring minimal disruption to field activities.
• Field Activity Oversight: Monitor the daily movements and field activities of Lead Generators to ensure planned customer engagements and outreach efforts are executed effectively and ethically.
• Motivation and Recognition: Foster a high-performance culture by motivating the team and recognizing achievements through Absa Bank PLC’s recognition programs, while upholding La Riba values.
• Training and Development: Identify training needs specific to Islamic banking and arrange for appropriate interventions through on-the-job coaching and formal training programs.
• Training Communication: Provide a summary of training needs to the Regional Sales Managers annually, ensuring all mandatory and Shari’ah-compliant learning interventions are completed.
• Recruitment Support: Participate in interviews for La Riba Lead Generators based on shortlists provided by Regional Sales Managers, HR, and the Resource Coordinator, ensuring candidates align with Islamic banking principles.
• Onboarding and Induction: Oversee the onboarding of new Lead Generators, ensuring they complete formal induction and all mandatory compliance and Shari’ah training.
• Disciplinary Processes: Participate in disciplinary hearings for misconduct or incapacity in collaboration with HR, ensuring fairness and adherence to both HR and Islamic ethical standards.
• Compensation Understanding: Ensure all Lead Generators have a clear understanding of the La Riba compensation structure and how it aligns with performance and compliance.

SUPERVISION OF LA RIBA SALES ACTIVITIES TIME SPLIT 30 %

• Campaign Supervision and Product Promotion: Oversee La Riba product promotion campaigns by distributing Shari’ah-compliant marketing materials to Lead Generators. Cascade key product messages and ensure staff are trained on new products, including proper usage of updated application forms in line with Islamic banking standards.
• Sales Performance Monitoring: Track and analyze La Riba sales performance on a daily, weekly, and monthly basis. Share performance insights and reports with Regional Sales Managers, highlighting trends, opportunities, and areas for improvement within the Islamic banking portfolio.

BUSINESS EXPANSION TIME SPLIT 10 %

• Corporate Sales Activations and Financial Trainings: Collaborate with Regional Sales Managers to unlock La Riba sales opportunities within companies by organizing Shari’ah-compliant sales activations and delivering tailored financial literacy trainings that align with Islamic banking principles.
• Lead Generation for New Company Sign-ups: Partner with the sales teams and Regional Sales Managers to generate and convert leads for new company sign-ups, ensuring all engagements and offerings are in full compliance with La Riba’s ethical and Shari’ah standards.

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Prestige (Sky Team) Team Leader at Absa Bank Limited

Job Description

Sales Performance 35%

• Monitor and drive team-wide sales performance, ensuring the achievement of individual and collective targets.
• Review daily sales dashboards and coach underperforming bankers.
• Coordinate with Data Led Sales Team to allocate leads strategically across the Sky Prestige team.
• Champion execution of campaigns by assigning roles, reviewing outcomes, and reporting impact to the Head of Data Lead Sales.
• Collaborate with colleagues in the Branch Network, Contact Centre, and Regional Business Teams to identify and engage prospective clients across the country.
• Leverage digital channels and virtual platforms to drive customer acquisition, engagement, and onboarding.
• Develop territory-specific growth strategies tailored to regional trends and remote client needs.
• Focus on new to bank and cross-selling to existing customers to drive growth within the segment.
• Vigilantly monitor personal performance daily to surpass the targets set for new and existing clients and take decisive action to rectify any performance deficiencies.
• Proactively seek out new prestigious clients within and outside the bank’s customer base to drive client acquisition.
• Attain a comprehensive understanding of all Retail and Business Banking products to cater to customer needs effectively.
• Devise and execute sales strategies tailored to the requirements of emerging affluent clients, ensuring consistent achievement of individual sales targets.
• Ensure prompt funding of high-quality sales and new accounts within your portfolio at customer onboarding.
• Drive business targets by strictly adhering to turnaround time and delivering service to the highest standards.
• Actively champion Forex products and services among emerging affluent clients to contribute significantly to overall Forex revenue targets.
• Deliver personalized Forex solutions that address clients’ international transaction needs, providing them with competitive and comprehensive offerings.
• Collaborate with other business functions to devise and execute sales initiatives, maximizing cross-selling and enhancing customer profiling opportunities in the prestige segment.
• Embed quality metrics in all sales campaigns and monitor delivery for consistency and compliance.
• Ensure all Sky Prestige Bankers adhere to script standards, full disclosures, and suitability checks during sales processes.

Portfolio Management & Growth 20%

• Maintain and deepen relationships with emerging affluent clients, ensuring ongoing client satisfaction and long-term engagement.
• Oversee client portfolio health and relationship quality across all team-managed clients.
• Ensure client segmentation, wallet share opportunities, and cross-selling strategies are embedded across all portfolios.
• Regularly review banker portfolios for risk exposure, growth stagnation, or service gaps.
• Continuously conduct market intelligence to identify new markets, customer trends, new government/directives and changes in policy by regulators.
• Conduct regular reviews and provide tailored financial advice that aligns with the clients’ evolving needs and financial goals.
• Engage clients in discussions about their financial objectives and offer solutions that promote portfolio growth and client loyalty.
• Focus on growing the portfolio’s liabilities (deposits and investments) by encouraging clients to increase their holdings with the bank.
• Promote asset growth through targeted lending products and other financial services, ensuring clients are aware of and utilize the bank’s offerings.
• Deliver sales through excellent service, ensuring that every client interaction is an opportunity to enhance the relationship and grow the portfolio.
• Should not close an existing account in your Branch/domiciled in another Branch with a view of re-opening a similar account.
• Grow Product Per Customer

Net Active Customer Growth 5%

• Monitor team performance on net customer growth.
• Implement retention and engagement strategies team wide.
• Lead client win-back campaigns and referrals via digital channels.

Portfolio Net Promoter Score 10%

• Ensure high levels of client satisfaction by maintaining a strong focus on Net Promoter Score (NPS) for the individual portfolio.
• Track and report team Net Promoter Score (NPS) performance monthly.
• Lead customer service escalations and intervene in complex client issues.
• Conduct virtual or regional check-ins to uphold service standards.
•  Utilize digital tools to deliver a seamless customer experience.
• Resolve client issues through remote support channels and coordinate with in-country service teams as needed.
• Manage service escalations from remote regions and ensure turnaround time is met regardless of client location.
• Collaborate with branch colleagues to ensure that service standards are met, and clients are satisfied across all touchpoints.
• Ensure excellent customer experience is always maintained.
• Address client queries and complaints promptly, ensuring timely resolution and communication.
• Ensure customer data is always up to date.
• Ensure SLA in account onboarding and loan processing is always achieved.
• As per the agreed SLA action client feedback to continually improve service delivery and strengthen client relationships.
• Proactively manage potential service issues before they escalate, ensuring a smooth and positive client experience.
• Review customer feedback to identify service quality gaps; initiate service recovery or improvement initiatives.
• Uphold internal QA benchmarks and regulatory standards in every client interaction.

 Accuracy & Efficiency 5%

• To maintain high operational efficiency, avoid RTS-related claw backs
• Tighten controls on settlement issues, reducing process delays & inefficiencies.

Quality Assurance 5%

• Lead quality assurance efforts across Sky Prestige Bankers to ensure service delivery, onboarding accuracy, and sales execution meet set standards.
• Review and evaluate banker-client interactions (calls, emails, meetings) for consistency, professionalism, and value-add in line with Prestige standards.
• Regularly assess quality of advice, portfolio reviews, and product suitability across the team.
• Drive corrective actions based on QA findings through structured coaching, retraining, or escalation where necessary.
• Maintain a quality dashboard and report trends to the Head of Data Lead Sales for strategic interventions.
• Ensure zero tolerance for mis-selling, misrepresentation, or non-disclosure practices.
• Track and close any client feedback, service lapses, or negative NPS drivers tied to quality issues.

Impairment Management 10%

• Manage team’s portfolio risks in line with banks portfolio appetite.
• To Minimize impairments and manage customer defaults.
• To proactively monitor team portfolio health to support Risk Management

Customer On-Boarding Accuracy 2.5%

• Ensure team’s accuracy in capturing customer information in the core banking system when onboarding.
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, fees are collected as per current tariff.
• Cost management within the prestige portfolio.

Compliance Management 2.5%

• Champion compliance awareness within the team.
• Review of quality of onboarding and KYC documentation submitted by Sky Prestige Bankers.
• Act as control point for operational risk concerns before escalation to Compliance or Risk functions.
• Conduct monthly team-level health checks.
• Use QA insights to flag systemic issues in KYC, onboarding, or advisory processes.
• Collaborate with Risk & Compliance on root cause analysis from audit/QA failures and follow through on corrective actions.

Training 2.5%

• Participate actively in personal and professional development, completing all mandatory training on time and ensuring no overdue training sessions.
• Develop team capability through ongoing coaching, peer learning, and skills training.
• Monitor training completion and conduct mini-knowledge assessments.
• Identify high-potential team members and support career development.
• Address behavioral and performance issues early and constructively.
• Represent the team in leadership and strategy forums
• Collaborate with branch management to create a collaborative and productive work environment.
• Contribute to the development of a strong team by sharing knowledge, mentoring peers, and participating in team-building activities.
• Participate in regular virtual training sessions and knowledge-sharing forums with colleagues across the country.
•  Leverage digital platforms for peer learning and regional collaboration.
• Ensure the assigned e-learning and internal training activities for self and direct reports undertaken within set timelines.
• Determine and manage Training Needs Analysis and own succession planning.
• Manage your own leave by working closely with your Line Manager.
• Use quality assurance results to guide individual and team training interventions.
• Align team upskilling plans with identified QA gaps in advisory, onboarding, or client handling.

Leave Management 2.5%

• Manage personal leave in a way that ensures continuity of client service, coordinating with colleagues to cover responsibilities during absences.
• Coordinate leave schedules for Sky Prestige Bankers to ensure continuous client support.
• Track team wellness and flag burnout risks to Head of Data Lead Sales.
• To ensure that the wellness & individual growth drive is upheld.

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Specialist Data Engineer at Absa Bank Limited

Job Summary

Work embedded as a member of squad OR; across multiple squads to produce, test, document and review algorithms & data specific source code that supports the deployment & optimisation of data retrieval, processing, storage and distribution for a business area.

Job Description

Data Architecture & Data Engineering

• Understand the technical landscape and bank wide architecture that is connected to or dependent on the business area supported in order to effectively design & deliver data solutions (architecture, pipeline etc.)
• Translate / interpret the data architecture direction and associated business requirements & leverage expertise in analytical & creative problem solving to synthesise data solution designs (build a solution from its components) beyond the analysis of the problem
• Participate in design thinking processes to successfully deliver data solution blueprints
• Leverage state of the art relational and No-SQL databases as well integration and streaming platforms do deliver sustainable business specific data solutions.
• Design data retrieval, storage & distribution solutions (and OR components thereof) including contributing to all phases of the development lifecycle e.g. design process
• Develop high quality data processing, retrieval, storage & distribution design in a test driven & domain driven / cross domain environment
• Build analytics tools that utilize the data pipeline by quickly producing well-organised, optimized, and documented source code & algorithms to deliver technical data solutions
• Create & Maintain Sophisticated CI / CD Pipelines (authoring & supporting CI/CD pipelines in Jenkins or similar tools and deploy to multi-site environments – supporting and managing your applications all the way to production)
• Automate tasks through appropriate tools and scripting technologies e.g. Ansible, Chef
• Debug existing source code and polish feature sets.
• Assemble large, complex data sets that meet business requirements & manage the data pipeline
• Build infrastructure to automate extremely high volumes of data delivery
• Create data tools for analytics and data science teams that assist them in building and optimizing data sets for the benefit of the business
• Ensure designs & solutions support the technical organisation principles of self-service, repeatability, testability, scalability & resilience
• Apply general design patterns and paradigms to deliver technical solutions
• Inform & support the infrastructure build required for optimal extraction, transformation, and loading of data from a wide variety of data sources
• Support the continuous optimisation, improvement & automation of data processing, retrieval, storage & distribution processes
• Ensure the quality assurance and testing of all data solutions aligned to the QA Engineering & broader architectural guidelines and standards of the organisation
• Implement & align to the Group Security standards and practices to ensure the undisputable separation, security & quality of the organisation’s data
• Meaningfully contribute to & ensure solutions align to the design & direction of the Group Architecture & in particular data standards, principles, preferences & practices. Short term deployment must align to strategic long term delivery.
• Meaningfully contribute to & ensure solutions align to the design and direction of the Group Infrastructure standards and practices e.g. OLA’s, IAAS, PAAS, SAAS, Containerisation etc.
• Monitor the performance of data solutions designs & ensure ongoing optimization of data solutions
• Stay ahead of the curve on data processing, retrieval, storage & distribution technologies & processes (global best practices & trends) to ensure best practice

Risk & Governance

• Identify technical risks and mitigate these (pre, during & post deployment)
• Update / Design all application documentation aligned to the organization technical standards and risk / governance frameworks
• Create business cases & solution specifications for various governance processes (e.g. CTO approvals)
• Participate in incident management & DR activity – applying critical thinking, problem solving & technical expertise to get to the bottom of major incidents
• Deliver on time & on budget (always)

Must have experience in:

• Spark and Scala Developers
• Hadoop experience 
• Experience in ETL
• AWS (S3 Buckets)
• Data Engineering skill

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Data Scientist

Job Summary

The role holder is responsible for applying data mining techniques, doing statistical analysis, building high quality prediction algorithms, developing analytical reports and devising analytical solutions to use cases and data science problems. This will involve the ability to create sophisticated, value-added analytic systems that support revenue generation, risk management, operational efficiency, regulatory compliance, portfolio management, and research.

Job Description

Key accountabilities/Deliverables/Outcomes.

• Perform statistical analysis, deploying models on large data sets.
• Conduct exploratory data analysis
• Demonstrate a strong understanding of agile delivery.
• Develop code with Spark via PySpark or SparkR
• Perform queries, aggregations, joins, and transformations using Spark, Hive, and Pig.
• Develop new data sets using feature-engineering techniques.
• Deliver value by creating functions, classes, and packages to automate processes and workflows for production deployment.
• Evaluates user request for new/modified programs to determine feasibility, cost and time required, compatibility with current system, and computer capabilities.
• Transform large, complex datasets into pragmatic, actionable insights.
• Leverage data to identify, quantify and influence tangible business gain
• Implement analytical model designs, perform any restructuring required, and review dataset implementations performed by the data engineer and BI developers.
• Selecting features, building and optimizing classifiers using machine learning techniques
• Data mining using bank selected data mining tools
• Enhance data collection procedures to include information that is relevant for building analytic systems
• Processing, cleansing, and verifying the integrity of data used for advanced analysis
• Doing ad-hoc analysis and presenting results in reports, dashboards and charts
• Creating automated anomaly detection systems and constant tracking of its performance
• Implement statistical data quality procedures or test-driven approach for quality assurance
• Challenge ideas and methods while working together with talented, highly skilled team members.
• Design, create, interpret and manage large datasets to achieve business goals
• Design, build, and maintain various parts of the data warehousing with respect to requirements gathering, data modelling, metric establishment, reporting production, and data visualization.
• Gather and process raw, unstructured data at scale into a form suitable for analysis then consolidate into the data warehouse in order to perform Business Intelligence and advanced analytics.
• Evaluate datasets for accuracy and quality using statistical data quality procedures, software, or test-driven approaches that ensure quality assurance and solve any issues, which may arise.
• Improve data foundational procedures, guidelines and standards and develop best practices for data management, maintenance, reporting and security.
• Conduct performance tuning to be able to optimize the application of statistical models and scripts
• Develop and maintain documentation/manuals on models developed, reports generated and statistical solutions devised.
• Carry out technical user training as required to enable users interpret Data Science solutions
• Ability to take personal responsibility and accountability for timely response to client queries, requests or needs, working to remove obstacles that may impede execution or overall success.
• Assist in developing and implementing a program of continuous improvement of Data processes through a cycle of analysis of existing systems, processes, and tools, identifying areas for improvement, and implementing high-impact changes, and getting feedback from stakeholders.
• Understand Key Performance Measures and Indicators that drive company performance measurement, reporting, and analytics across functions and understand how these metrics and measures align and track against overall business strategies, goals and objectives.
• Work with Business Customers to understand business requirements and implement solutions and with business owners to develop key business questions and to build datasets that answer those questions.
• Assist to analyze business/use case requirements from BI analysts to determine operational problems, define data modeling requirements, gather and validate information, apply judgment and statistical tests and develop data structures to support the generation of business insights and strategy;
• Provide test interfaces for users to test the reports and dashboards before being put on the production environment.

Role/person specification

Qualification

• Bachelor’s degree in mathematics/statistics, data sciences or related quantitative fields.

Preferred Experience

• 1-3 years Technical experience in data science

Knowledge and Skills

• Data-oriented personality
• Knowledge of agile software development process and performance metric tools
• Experience extracting and cleaning text in different formats e.g. HTML, pdf files
• Proven ability to collaborate with other team members across boundaries and contribute productively to the team’s work and output, demonstrating respect for different points of view. Able to use strong interpersonal and teamwork skills to cultivate effective, productive client relationships and partnerships across organizational boundaries.
• Knowledge on the Hadoop Data Platform and using Scala for big data analysis
• Proficient at queries, report writing and presenting findings
• Knowledge of ETL and data integration tools
• Knowledge of merging technological trends in programming languages and other programming tools

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