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.

Output

Ensure the execution of all tasks and responsibilities aligns with regulatory standards, the Absa Operational Risk Framework, and internal policies, ensuring compliance, risk mitigation, and the effective delivery of digital services.

Education

Bachelor’s Degree: Physical, Mathematical, Computer and Life Sciences (Required)