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.
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Job Summary
Designs digital solutions to the business to ensure that the organization can make quick, informed decisions and design across the full range from all streams through to automation.Job Description
Service Management and Reporting
- Oversee digital banking platform performance, security, and availability.
- Ensure timely updates, patches, and service improvements.
- Provide Level 2 & 3 support and manage SLA/OLA compliance.
- Analyze usage trends and implement customer engagement strategies.
- Develop a service improvement framework and roadmap.
- Ensure timely reporting (Daily, Weekly, Monthly) and drive issue resolution.
- Maintain ITIL-aligned service management processes, including problem management and escalation.
- Understand over all business dynamics, to Ensure that the successful end-to-end delivery of technology change within the country through effective service delivery and sector project delivery.
- Play a major role in ensuring that all changes go through change process as per Absa Standards
Change Management, Service Management and Tools
- Manage integrations between banking systems, fintech solutions, and third-party service providers.
- Work closely with vendors, developers, internal and centre teams to troubleshoot and resolve technical issues.
- Drive digital transformation initiatives in alignment with the bank’s strategic objectives.
- Research and recommend emerging technologies to improve digital banking services.
- Engage centre, external vendors, fintech partners, and payment service providers for system enhancements and integrations.
- Play a major role in ensuring that all changes go through change process as per Absa Standards
- Coordinate all IT related changes and change required raised by business.
- Develop, implement and maintain an integrated set of Service Management processes (Standard Operating Procedure).
Document the synergies that exist between the country service teams and regional service teams
Business and Cost management
- Align digital solutions with business goals through collaboration with IT, operations, risk, compliance, and customer service.
- Monitor digital transaction growth and customer adoption rates as key performance indicators.
- Identify and develop innovative digital solutions to improve efficiency and customer experience.
- Ensure cost-effective implementation of new digital features and solutions.
- Allocate duties to team members to achieve operational targets including prioritisation and work schedules
- Based on gaps identified, motivate requests to the manager for additional resources including people, budget and equipment
- Obtain a thorough understanding of the country strategy and explain it to team members in such a way that they understand the contribution they must make
- Explain targets and take accountability for the monitoring and achievement of performance objectives in the Section in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements. Create quarterly and monthly plans to ensure delivery for the year
- Conduct basic statistical analysis to track performance variances and determine the root causes of errors. Make recommendations for productivity or process enhancements to process owners
- Implement productivity improvement measures by coaching staff on any new processes or on their areas for improvement
Risk Management
- Build relationship with country IT Risk and Governance team and provide support wherever required.
- Ensure all digital platforms comply with banking regulations, cybersecurity policies, and industry best practices.
- Conduct regular risk assessments and implement mitigation strategies.
- Work with compliance teams to address audit findings and security vulnerabilities.
People Management
- Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Establish and maintain a succession plan for the team.
- Motivate team members and ensure that their efforts are recognised.
- Ensure Absa Group standards and procedures are adhered to.
- Provide training and technical support to frontline staff and end-users.
- Collaborate with business units to drive digital transformation and innovation.
- Maintain strong communication and stakeholder management skills for effective teamwork.
Education
Bachelor's Degree: Physical, Mathematical, Computer and Life Sciences (Required)Skills Required
- Bachelor's Degree in Physical, Mathematical, Computer and Life Sciences
Absa Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Absa Group and has not been reviewed or approved by Absa Group.
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Healthcare Strength — Medical aid, group life, disability, and funeral cover are described as comprehensive, with features such as terminal‑illness advances and beneficiary grocery benefits. Wellness and assistance offerings support overall financial and personal wellbeing.
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Retirement Support — A pension fund and group retirement arrangements are positioned as core benefits within fixed remuneration. Retirement coverage is embedded alongside other protections as part of standard employment.
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Equity Value & Accessibility — Employee share‑ownership (eKhaya) and equity‑linked awards broaden wealth‑sharing, with dividends or cash‑equivalent participation in some markets. This provides longer‑term value beyond base pay.
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What We Do
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond. We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
