Role Overview
The Customer Support Manager for Digital Banking is responsible for overseeing the day-to-day management of Timiza Virtual Banking customer services. This role ensures that customer queries, service requests, and complaints are resolved in a fair and timely manner, aligning with Absa's customer obsession strategy. A key part of the role is providing efficient relationship management between Absa and its outsourced customer service vendor (CCI Kenya), ensuring all contractual and regulatory obligations are met.
Key Responsibilities
Service Management (50%)
- Ensure effective end-to-end management of customer queries, service requests, and complaints in compliance with quality and regulatory standards.
- Manage and close escalated queries and complaints, including those exceeding Service Level Agreements (SLAs).
- Channel escalations to the correct enablers via approved business tools while retaining ownership until resolution.
- Manage investigative cases within agreed SLA timelines with relevant Business Units.
- Analyze resolutions provided by enablers; provide guidance or escalate to senior management (Product Manager, Head of Digital Channels) if resolutions are deemed unfair.
- Communicate resolutions to customers via their preferred communication channels.
- Capture and analyze the "Voice of the Customer" to share insights with key stakeholders.
Call Centre Vendor Relationship Management (20%)
- Maintain a trust-based relationship with the vendor to ensure high-quality service delivery.
- Conduct daily, weekly, monthly, and quarterly performance reviews and distribute reports to stakeholders.
- Provide technical support to the Call Centre regarding systems and telephone service providers.
- Analyze feedback from service agents and escalate issues to the Head of Digital Channels or relevant departments.
- Ensure vendor support agents are screened according to Absa's onboarding standards and that system user rights are properly segregated.
- Review Business Continuity Management (BCM) plans periodically to prevent service disruptions.
Ethics, Governance, and Controls (25%)
- Implement customer business requirements related to Timiza services.
- Adhere to regulatory standards, complaint handling principles, and Data Privacy Policies.
- Conduct ad-hoc reviews to ensure conformance to complaint management standards.
- Ensure all activities comply with the Enterprise-Wide Risk Management Framework and internal Absa Policies.
- Manage risks and incidents and maintain satisfactory ratings in compliance and internal control audits.
Digital Channels Complaints Analysis (5%)
- Perform weekly root cause analysis for non-systems customer complaints in conventional digital banking channels.
- Represent Digital Channels' interests in relevant complaint forums.
Requirements and Qualifications
- Education: Graduate Level degree and a Higher Diploma in Business, Commerce, or Management Studies (Required).
- Experience: Proven experience in relationship management and operating as a change agent.
- Skills: Strong leadership acumen, visionary and strategic thinking, and coaching abilities.
- Knowledge: Deep understanding of digital tools and applications and a customer-obsessed mindset.
- Attributes: Proactive, agile, and an excellent communicator.
How to Apply
Interested and qualified candidates should apply online through the Absa Bank recruitment portal via the following link: https://www.myjobmag.co.ke/apply-now/1212092. This will direct you to the official Absa Workday application page.
