Implementation Manager

We are seeking an implementation manager to ensure seamless implementation and ongoing support of Transactional Services solutions (channel and product support), enabling efficient client onboarding, system reliability, while delivering exceptional customer experience.

• Providing specialist support to all internal contacts/users

• Promoting the Group and strengthening customer relationships

• Preparing internal communications on policies, procedures, controls

• Coordinating customer relationship management for Transactional Services customers

• Analyzing customer and competitor service trends

• Resolution of customer queries of a technical nature

• Working to and achieving service levels as spelt out in Service Level Agreements

• Supervision of system and product management

• Contributing to systems and service improvement through continuous reviews including risk reviews

• Meeting product targets - values, volumes, income, costs

• Management Information on customer support services

• Continuous service performance reviews

• Proactively research and stay abreast of product and service offerings from the competition

• Assist in implementation of product and/or process changes

• Manage product tariff setup and monitor collection efficiency

• Consult corporate & business banking relationship teams on issues to do with product/service performance, business practices/ideas and best practices

• Monitor levels of complaints and quality of complaint handling

• Contribute to product development and improvement through continuous reviews

• Contribute to procedures development and improvement through continuous reviews

• Manage down customer complaints to a minimum, if not to eliminate completely

• Assist in the development of customer specific propositions (solutions)

• Assist in product pricing strategy

• Assist in implementing product & delivery channel strategies

• Monitoring competitor and industry trends

• Analyzing customer and competitor research

• Carry-out cross selling activities

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards.

• Identify, manage and mitigate risks and risk events (incidents) relevant to the role.

• Bachelor’s degree preferably in Information Technology and Computing, Sales or Business Management or related qualification from a recognized institution.

• At least 3 years’ working experience in a similar role in a financial institution.

• Experience in product service management, preferably electronic/internet banking

• Knowledge of Bank’s general operational procedures

• Knowledge of Transactional services products

• A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.

• Understanding corporate & business banking customers

• Sound technical appreciation of IT systems

• Understanding of internet banking systems

• Understanding of customer needs and market trends

• Strong interpersonal, negotiation and selling skills.

• Ability to work across in a virtual environment and across a demographic split.

• Self-starter and performance driven

• Good presentation skills, Oral and written

• Deciding and initiating action

• Learning and researching

• Entrepreneurial and commercial thinking

• Relating and networking

• Adapting and responding to change

• Persuading and influencing

• Creating and innovating