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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Job Summary
To drive growth by accelerating customer migration to digital channels and scaling virtual sales across phone. Own adoption, engagement, and conversion outcomes for Everyday Banking propositions. Champion frictionless digital customer journeys, data-driven campaigns, and a digital-first operating model that reduces cost-to-serve while expanding revenue.Job Description
1) Digital Adoption & EngagementDefine and execute a digital adoption roadmap (mobile app, online banking, self-service, wallets, ATMs.
Lead migration programs (e.g., branch-to-digital, paper-to-e-statements, cash-to-digital) with clear targets by segment and product.
Build always-on engagement frameworks (nudges, lifecycle comms, in-app messaging) to increase activation and feature penetration.
Run virtual sales operations (tele-sales banking).
Deliver sales for priority propositions: accounts, cards, personal loans, insurance/bancassurance, savings, and cross-sell.
Implement lead management (CRM integration, lead scoring, SLAs, contact strategies).
Set sales playbooks by segment (salary earners, youth) with scripts, rebuttals, and compliance guardrails.
Map and optimize end-to-end digital journeys (onboarding, KYC, funding, usage, upsell, retention).
Reduce digital onboarding drop-off rates, funnel conversion analysis, and UX improvements (e.g., fewer steps, in-app help).
Establish voice of customer (CSAT, NPS, complaint themes) with action plans to remove friction.
Build dashboards for adoption, activation, usage, conversion funnels, sales performance, and cost-to-serve.
Run propensity models and micro‑segment campaigns (e.g., salary day upsell, debit decline rescue).
Govern measurement & attribution across media, owned channels, and sales motions.
Train branches, RMs, and contact center on digital-first behaviors and referral pathways.
Partner with Marketing, Product, IT, Risk, and Ops to industrialize digital releases (release notes, FAQs, readiness).
Drive change management (communications, capability uplift, performance routines
6. Tele Sales Performance Evaluation for Best-in-Class Customer Experience
Monitor and review phone calls to ensure quality service and compliance with applicable policies and best practices. Conduct performance evaluations that are timely & constructive.
Always have a “Customer” first attitude and ensure all customer queries / calls are attended to on priority, to drive the “Service driven Sales” concept
Planning and detailing each operation required for consistent service promise results
Quality control—continuous checking and evaluation of Tele Sales fulfilment processes, operations, and service. Drive Quality Assurance at the core of Tele Sales processes
Responsible for the performance management of fulfilment. Motivated by the desire to improve profit margins and secure customer loyalty through assurance on tele-calls.
Always be available on call for the customers as & when required and go above & beyond the customer expectations
Act on customer feedback and internal stakeholders’ feedback to constantly improve the product proposition.
Participate in internal brain-storming sessions for development of new products and services or amendment to existing services
Regular internal follow-ups for open customer issues and ensure that customer’s TAT is not impacted by providing alternative or workaround solutions to get the work done.
7. Control and Governance
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
On a monthly basis review all reported incidents or risk events together with supporting investigating documents. Identify high-risk areas and create mechanisms to address risks in future.
Ensure that adequate controls are in place and drive a culture of proactive compliance in the function.
Determine action plans to effectively reduce and manage risk issues related to Absa Internal Audit findings, Management Assurance findings, Compliance issues, SOX requirements and operational risk.
Ensure that there are zero findings on internal, external, or regulatory audits
8. Stakeholder Management
Take inputs, feedback, and proposals from different team to upsell and right-sell products via digital customer lifecycle management, tele-sales agents and/or directly as & when required
Build and maintain strong relationships with the business & support teams for driving the sales driven customer obsession agenda within the Bank
Proactively develop relationships with key external stakeholders and vendors and key clients and external regulatory bodies
Build and maintain strong stakeholder relationships by working closely with key internal support and control stakeholders (Branches, Product Teams, Sales Team, Business Intelligence, Marketing, Risk, Compliance and Legal) to communicate the customer voice
Regularly communicate the sales growth vision & direction to all team (Tele Sales Agents) and other stakeholders
Education and Experience Required
· Bachelor’s degree in Marketing, Business Management, or a related field
· 5 years of prior experience in a similar role
· Experience of leading and administering outbound call center technologies
· Experience in dealing with customers to ensure high-quality interaction and query handling
· Experience with telemarketing, Digital Adoption, advanced managerial skills, and the ability to multitask.
· Knowledge of Tele Sales Platform, Integration Services, Software Applications and Reporting Services is a plus
Education
Higher Diplomas: Business, Commerce and Management Studies (Required)
