Job Information
Head of Digital and Service Transformation at Absa Group Limited
Absa Bank 21 Days Ago
Overview
Job Category: Administrative
Job Type: Full-Time
Deadline of this Job: 08 October 2021
Duty Station: Kampala
Posted: 25-09-2021
Requirements
Job Status
No of Jobs: 1
Start Publishing: 25-09-2021
Stop Publishing (Put date of 2030): 25-09-2065
Job Description

Vacancy title:
Head of Digital and Service Transformation

[ Type: FULL TIME , Industry: Nonprofit, and NGO , Category: Management ]

Jobs at:

Absa Group Limited

Deadline of this Job:
08 October 2021  

Duty Station:
Within Uganda , Kampala , East Africa

Summary
Date Posted: Saturday, September 25, 2021 , Base Salary: Not Disclosed


JOB DETAILS:
Head of Digital and Service Transformation
About Us
We are a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance.
Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
We own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in Tanzania and National Bank of Commerce), Uganda and Zambia. We also have representative offices in Namibia and Nigeria, as well as insurance operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and Zambia.

Bring your possibility to life! Define your career with us
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.

Job Summary
Responsible for reviewing the Bank’s existing digital and service channels, proposing, and delivering improvements that in turn enhance customer experience and establish efficiencies in alignment with the Bank’s strategy by:
1. Developing new fit for purpose digital solutions
2. Keeping up to date with digital trends and best practice

Job Description
The Head of Digital Transformation has overall responsibility for the delivery of multiple technology solutions across a number of products and processes within the Bank by ensuring consistency in delivery approach through Six Sigma techniques, Automation, and by growing capability in people. The role holder will do this in a way that builds sustainable employee and customer satisfaction, through the following areas:

Customer Journey Mapping
• Review Customer Journey Maps or Customer Experience Maps to clearly understand the steps in the customer journey and take appropriate actions to meet the objectives through digital deliverables.
• Identifying Drivers of Loyalty: regularly review and understand which customer experiences drive customer loyalty.
• Root Cause Analysis and Action: identifying and acting on the root causes of customer pleasure or displeasure
• Building a customer focused business: actively reviewing and revising existing processes and procedures to further build a Customer Centric and Digital organization.
• The Head of Digital & Service Transformation will work with the Head of Operations and Information Technology (HO&IT) to develop a long-term strategy ensuring that their ambition is aligned with the strategic goals of the Business They will also be:
• Accountable for the effective resource planning, management, reporting and coordination of Digital transformation projects/initiatives to deliver change in line with availability and business requirements.
• Responsible for defining and implementing the direction of the overall digital strategy.
• In Charge of coordinating and managing the annual digital team's delivery calendar and roadmap
• Responsible for ensuring that they work with the Technology team to regularly monitor and review digital channel performance against SLAs
• Accountable for ensuring that they establish best practices and processes across the Digital and Service Transformation team for the consistent delivery of transformation projects
• Responsible for delivery reporting to the HO&IT and all key stakeholders
• In charge of developing on-going plans for delivery activities; manage any allocated resources to ensure that the team delivers to committed tasks.
• Responsible for managing relationships with third party digital delivery partners, focusing on performance management against agreed SLA's and KPI's

The Head of Digital Transformation has overall responsibility for the delivery of multiple technology solutions across a number of products and processes within the Bank by ensuring consistency in delivery approach through Six Sigma techniques, Automation, and by growing capability in people. The role holder will do this in a way that builds sustainable employee and customer satisfaction, through the following areas:
Customer Journey Mapping
• Review Customer Journey Maps or Customer Experience Maps to clearly understand the steps in the customer journey and take appropriate actions to meet the objectives through digital deliverables.
• Identifying Drivers of Loyalty: regularly review and understand which customer experiences drive customer loyalty.
• Root Cause Analysis and Action: identifying and acting on the root causes of customer pleasure or displeasure.
• Building a customer focused business: actively reviewing and revising existing processes and procedures to further build a Customer Centric and Digital organization.

The Head of Digital & Service Transformation will work with the Head of Operations and Information Technology (HO&IT) to develop a long-term strategy ensuring that their ambition is aligned with the strategic goals of the Business They will also be:
• Accountable for the effective resource planning, management, reporting and coordination of Digital transformation projects/initiatives to deliver change in line with availability and business requirements.
• Responsible for defining and implementing the direction of the overall digital strategy.
• In Charge of coordinating and managing the annual digital team's delivery calendar and roadmap
• Responsible for ensuring that they work with the Technology team to regularly monitor and review digital channel performance against SLAs
• Accountable for ensuring that they establish best practices and processes across the Digital and Service Transformation team for the consistent delivery of transformation projects
• Responsible for delivery reporting to the HO&IT and all key stakeholders
• In charge of developing on-going plans for delivery activities; manage any allocated resources to ensure that the team delivers to committed tasks.
• Responsible for managing relationships with third party digital delivery partners, focusing on performance management against agreed SLA's and KPI's

Education
Bachelor's Degree: Information Technology (Required)

Job Experience: No Requirements

Work Hours: 8


Level of Education:
Bachelor Degree

Job application procedure
Apply at: https://absa.wd3.myworkdayjobs.com/en-US/ABSAcareersite/job/Kampala/Head-of-Digital-and-Service-Transformation_R-15922698/apply 


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