Head of Consumer Operations

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.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job SummaryThe role holder will be responsible for the development, delivery, on-going management and improvement of workflow and resources which support the delivery of Consumer Operations Strategy premised on a culture of excellence, leveraging technology, timely and adequate feedback, and the promotion of exceptional service. They will be required to ensure the continued efforts in development, refinement and maintenance of an operating model, framework and strategy within the context of overall group strategy and in alignment to Absa Bank Botswana.

Job Description

Ability to adopt model day tool set to Operations Management (Productivity/ Quality Management, Workforce Discipline and Service Delivery)

Ability to drive synergies among multiple (fewer) teams

Ability to optimise process using scientific methodologies associated with efficiency improvements

Ability to drive Instant/ Minimum Touch Processing. Enable 24/7 reliable and consistent capability. Utilization of low OR no code Automation to reduce manual interventions

Monitoring of transactional level using data to proactively identify CX issues.

Education & Experience

Bachelor's Degree/Master's degree in Operations Management, Engineering, Commerce or equivalent

10 years work experience, 5 of which should have been at Senior Management experience in a large organisation.

Understanding and experience in process efficiency/Improvement framework(Intermediary),Process Optimisation, Process Automation, Operational Excellence etc

Education

Bachelor's Degree: Operations Management (Required)

R-15974430