Executive: Operations and Client Services

Job Summary

To lead operations and client services, including incident management for Transactional and Deposits.

Responsibilities

• Functional Strategy
  • Set and cascade functional strategy with supporting operations for effective execution of operations, client services, and incident management.
  • Formulate and influence strategy to minimise impact to clients during incident management to improve client experience.
  • Agree, monitor, and interpret relevant Key Risk and Performance indicators; ensure remedial measures are taken to reduce financial and reputational risk.
  • Formulate and drive remediation plans with stakeholders across the bank for industry-impacting incidents, whether originating within Absa or external banks.
  • Define and manage internal and external communication protocols for outages.
  • Oversee operational crisis management from a product/channel/frontline perspective...