Specialist Customer Solutions Job Vacancy at Absa Bank Limited in South Africa, Gauteng

  Job Title: Specialist Customer Solutions


(RBB)(PP) - 00066073

Primary Location
:ZA-Gauteng
Job Type
:Permanent
Posting Range:07/06/2012 - 20/06/2012

Description


Job Purpose

To identify footprint and expansion opportunities, actively promote the collaborative engagement of all stakeholders, monitor and embed customer solutions initiatives, both internally and externally with the aim of achieving market share penetration.

Key Responsibilities

• Create a network of alliances of stakeholders both internally and externally
• Identify relevant internal and external stakeholders in order to create business opportunities in close collaboration with the Head Retail Markets Segments
• Initiate and communicate to the segment stream appropriate relationship building strategies to be used to attain business objectives
• Facilitate and participate in meetings with both internal and external stakeholders
• Represent Segment at relevant company and industry forums and events
• Establish and maintain relationships with external product and service providers
• Interact and communicate effectively when required with Senior Stakeholders across the Group
• Provide input into strategy formulation
• Put in place a portfolio of initiatives that deliver on segments objectives in collaboration with Products and Channels
• Manage performance key value drivers and implement corrective tactical actions and measurement tools.
• Review the effectiveness of systems and processes in use in the business area and ensure that required improvements take place
• Define the scorecard components for the Segment stream Engagement Model and Customer Value Proposition (CVP)
• Analyse the performance of products/service offerings
• Provide input into the requirements of the respective SLAs in collaboration with Retail Market Segments Operations Support
• Inform the MI framework to drive performance monitoring and measurement capability
• Utilise performance to influence the business growth strategy
• Engage closely with the Group Customer Experience (GCE)
• Design and implement high level operational plans with management teams and track progress against agreed Segment scorecard
• Obtain understanding of insight and information requirements of the Segment stream
• Use best practice research methodologies to gather market intelligence around Segment stream
• Locate published information on the Segment stream products/service offerings
• Use internal MI reports to extract Segment stream performance data
• Evaluate the different data sources in terms of the accuracy of information, timeliness, coverage and objectivity of the Segment stream product and service offering information
• Analyse the gathered information to generate ideas as to how best to structure the Segment stream product solutions that will drive improved revenue generation.
• Identify internal pain spots around processes that have a direct impact on the Segment stream products/service offerings performance
• Build a network of contacts within the organisation
• Utilise research findings to develop and implement initiatives to enhance Customer Service levels
• Work closely with the relevant stakeholders to ensure that the product range offered is competitive and profitable for Retail Markets Segments

Competencies

• Deciding and initiating action
• Working with people
• Relating and networking
• Presenting and communicating information
• Analysing
• Planning and organising
• Delivering results and meeting customer expectations
• Adapting and responding to change

General

• The appointment will be made in line with the Divisional Employment Equity strategy

Qualifications


Minimum Requirements

• B Com in Marketing or equivalent NQF level 6 qualification or higher
• Three (3) years experience in the banking environment
• Three (3) years relevant research and analytical experience in sales related environment
• Two (2) years experience in report, proposal and presentation writing
• Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet
• No criminal record

Preferred Requirements

• Project management diploma
• Experience in developing customer value propositions in financial services
• CVP experience preferred
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status


To Apply:
www.absa.co.za/Absacoza/About-Absa/Careers/Apply-Online

Deadline: 20th June 2012