Head of Application Management at Absa
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.
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My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
Job Summary
Manages a Team which Supports, manages, and delivers the implementation, maintenance, and enhancement of all Applications systems (Core Banking and Business application) both Cloud and on-premises, to enable the use of appropriate platform technology, as an integral and reliable component of business process within country
Job Description
Main Accountability
- Drive convergence of technologies, ensure delivery of technology projects associated with Applications and liaise and negotiate with internal customers and technology vendors.
- Manage the daily applications effective operations such as for Core Banking applications, Digital Channels, Payment’s applications, and back-office enterprise applications in accordance with ITIL processes.
- Ensure license management on all enterprise applications.
- Create and maintain up to date Production Systems Architecture diagrams for each application within the portfolio in accordance with the standard IT documentation throughout the application lifecycle.
- Organize and maintain a regular availability review process with both key business and IT representatives.
- Initiate, agree and coordinate appropriate actions required to maintain or improve availability of applications.
- Act as a coordination point for changes to availability levels of applications when needed.
- Determine the availability requirements from the business for new or enhanced IT applications
- Establish measures and reporting that reflect business, user, and IT support requirements with regards to application availability
- Participate in Change Control meetings to assess and authorize changes from an availability perspective
- Define the key targets of availability required for the applications and their components that underpin a new or enhanced IT application as the basis for an SLA agreement
- Analyse and review actual availability levels achieved against SLAs and OLAs.
- Maintain an awareness of technology advancements and best practices that support application availability and highest degree of benefit to the end users.
- Lead initiatives on Cost saving Setup and implementation.
- Identify issues with cost, risk, inter-dependencies, impact on current business activities and the strategic benefits to be realized.
- Develop, lead, and coach a high performing team in managing the IT Service Delivery and ensure growth to full potential.
- Determine and analyses the developments needs of the team and establish the succession plan for the entire unit.
- Provide regular reports on availability to the Chief Information Officer.
- Building up relationship with business, country IT Risk and governance team and provide the support wherever required.
- Ensure availability of tested Business Continuity Management, ready to support the business and participate in testing periodically.
- Agree appropriate actions to maintain or improve availability levels.
- Apply critical thinking, design thinking and problem solving skills to solve technical problems on existing applications
- Implement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
- Provide efficient and effective support of applications including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs
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Application Monitoring & Performance Management
- Monitor application modification requests and ensure best practices are being utilise• Conduct diagnostic investigations of program errors, and implement or recommend solutions or methodologies for resolution.
- Maintain metrics of operational performance and evaluate trends
- Analyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutions
Governance, Risk & Control
- Enhance methods and procedures for collecting, analysing, and documenting application issues, and completing user change requests.
- Enhance IT processes for transitioning completed configurations from development to production.
- Plan and coordinate the processes for the provision of user applications and systems necessary for business operations.
- Define and maintain application assessment, development, and support standards, and work with other IT and business stakeholders to establish configuration and use guidelines.
- Provide inputs to availability and capacity management process for effective planning.
Technical skills / Competencies
- Bachelor Degree in Computer Science or Engineering or related fields and certification in related technologies such as Java development, database Management and Web Services is mandatory.
- Strong DataCentres systems technical skills.
- SLA and vendor management skills.
- Operating Systems knowledge Linux / Unix, Redhat, Windows OS, CenterOS
- Databases Management Postgresql, MySQL, SQL Database.
- Middleware and File Transfers Technologies MQ etc
- Proficiency with SQL server and query scripting.
- Knowledge on Load Balance, Container platforms such as Open shift, docker,
- Cloud Computing (AWS, Azure etc)
Knowledge, Expertise and Experience
- Minimum of 10years experience in work related to Data Centre.
- Robust Knowledge on Core Banking Systems, IT Service Management systems, Business Networking
- Strategic Thinking
- ITIL – Governance Framework
- Communication Skills
- SLA and vendor Management skills.
- Subject matter expertise
- Understand the IT service delivery within a corporate environment
- Conceptual thinking skills
- Ability to analyse, make decision and initiate act.
- Good understanding of ITIL processes and associated concepts.
- Working within a Global or Regional role.
Education
Bachelor’s Degree: Information Technology
Customer Experience Executive at Absa
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.
Read Also:
My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.
Job Summary
To drive and deliver exceptional operations business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence in branches with up to 25 staff members or branches with single customer categories.
• To ensure robustness of controls in branches by performing controls activities as required
• To provide branch Customer Service and resolve customer complaints
• Actively be part of and play a part in the TRANSFORM programme.
Job Description
Main accountabilities
Sales:
20%
- Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.
- Cross-sell appropriate customer needs related products face to face
- Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards
- Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
- Assist customers in completion of Bank stationary, forms etc.
- Introduce customers to appropriate product/segment specialists
- Undertake in-branch marketing, special campaigns, promotions etc
- Deal with handling complaints in the Banking Hall
- Support the Branch Manager in undertaking community engagement activities to build Absa’ business profile in the local market.
- Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.
- Works to achieve sales and service targets
- Maintain statistics and monitor progress of target reporting
- Ensure customer on boarding process is adhered to as per the procedure.
- Delivering an individual assigned financial target on local business
- Account Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints – Branch Maker (Sybrin)
- Issuing of ATM Card Pins or cards as advised by the Branch Manager
Business Management 5%
- Maintain statistics and monitor progress of target reporting.
Customer service:
60%
- Where customers request to deal directly with the branch manager, the branch manager takes ownership of the query/complaint resolution process.
- Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.
- Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, etc.) are of the highest service standard.
- Through effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, drop boxes etc.
- Manage remote and manual authorisations, by assigning responsibility for authorisers, and personally authorising such transactions, to ensure efficient counter service.
- Interact regularly with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient service to customers.
- Monitor customer service through Q- matic ensuring that cashiers, personal bankers and enquiries service points are manned at all times.
Administration: 5%
- Systems administration (user maintenance)
- Provide feedback on the performance or service delivery of external service providers (such as courier service, cleaning service etc) to the area manager and head office sourcing, to assist them with future contracts.
Contribution to the team 10%
- Provide cover for Branch Operations Manager/ Branch Operations Team Leader.
- Provide honest, direct, and constructive feedback to others.
- Deputize for Branch Ops manager/Team leader if required.
- Share knowledge experience and best practice with team members and other branch managers.
Risk and Control Objective
- In the event of major issues in the business unit, act as crisis coordinator and allocate tasks to the crisis teams.
- Review the risk and compliance profiles of the business unit on a regular basis and provide consultative support to the Managing Director on changes that are required to rebalance risk and reward where required.
- Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.
- Keep up to date on all regulatory changes and have the ability to articulate the impact to the Business, be well informed on the industry thinking.
- All mandatory training completed to deadline.
Technical skills/competencies
- People Management
- Communication and Presentation
- Business Management
- Performance Management
- Resource Management
- Cultural and Change Management
- Planning
- PC Skills
Knowledge, Expertise, and experiences
Essential
- In-depth understanding of technical support systems e.g. Brains, Winfos
- Understanding of Absa Tanzania retail strategy, COO strategy, operating structure and interface with other functions
- Good understanding of Risk policies and procedures
- Good understanding of group structure and interfaces with other functions
- Detailed understanding of people policies and procedures
- Formal training required for branch managers:
- Resource management
- Brand and Leadership Development
- Performance Management
- Team building
- DC&G
- Recruitment Skills
- PD Team Leader
- Sales management
- Time Management
- Graduate or relevant experience to compensate
- Excellent experience in operations
- People Management
- Detailed knowledge of banks policies and procedures
- Cash Management
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Key issues over the next 12 – 24 months
- Champion branch Customer Service
- Provide cover to the Branch Operations Team Leader when required
Additional criteria qualities
- Passion for the branch performance
- Honesty and integrity
- Decisiveness
- Take responsibility for personal development
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
