• Customer Service Management • Providing specialist support to all internal contacts/users • Promoting the Group and strengthening customer relationships • Preparing internal communications on policies, procedures, controls • Coordinating customer relationship management for Transactional Services customers • Analyzing customer and competitor service trends • Resolution of customer queries of a technical nature • Working to and achieving service levels as spelt out in Service Level Agreements • Supervision of system and product management • Contributing to systems and service improvement through continuous reviews including risk reviews • Business Management • Meeting product targets – values, volumes, income, costs • Management Information on customer support services • Continuous service performance reviews • Proactively research and stay abreast of product and service offerings from the competition • Assist in implementation of product and/or process changes • Manage product tariff setup and monitor collection efficiency • Consult corporate & business banking relationship teams on issues to do with product/service performance, business practices/ideas and best practices • Monitor levels of complaints and quality of complaint handling • Contribute to product development and improvement through continuous reviews • Contribute to procedures development and improvement through continuous reviews • Manage down customer complaints to a minimum, if not to eliminate completely • Product Development & Sales • Assist in the development of customer specific propositions (solutions) • Assist in product pricing strategy • Assist in implementing product & delivery channel strategies • Monitoring competitor and industry trends • Analyzing customer and competitor research • Carry-out cross selling activities • Risk, Governance and Control • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards. • Identify, manage and mitigate risks and risk events (incidents) relevant to the role.

• Bachelor’s degree preferably in Information Technology and Computing, Sales or Business Management or related qualification from a recognized institution. • At least 3 years’ working experience in a similar role in a financial institution. • Knowledge And Skills • Experience in product service management, preferably electronic/internet banking • Knowledge of Bank’s general operational procedures • Knowledge of Transactional services products • A broad understanding of policies and strategies within the country as they relate to the demands of the customer base. • Understanding corporate & business banking customers • Sound technical appreciation of IT systems • Understanding of internet banking systems • Understanding of customer needs and market trends • Strong interpersonal, negotiation and selling skills. • Ability to work across in a virtual environment and across a demographic split. • Self-starter and performance driven • Good presentation skills, Oral and written • Competencies • Deciding and initiating action • Learning and researching • Entrepreneurial and commercial thinking • Relating and networking • Adapting and responding to change • Persuading and influencing • Creating and innovating • Education • Higher Diplomas: Business, Commerce and Management Studies (Required)