Head of Consumer Operations – Absa Botswana
Job Description
The 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)
