The Head of RBB (Retail and Business Banking) Operations and Controls reports to the Customer Network Director. This leadership role is responsible for driving and delivering high performance in operations and controls across the RBB division. The successful candidate will provide business leadership and operational excellence to all customers, including internal staff, while developing, enhancing, and implementing robust control frameworks and processes across the customer network, direct sales, and product lines. Key priorities include ensuring adherence to local regulations and corporate policies, managing audits, governance, compliance, and overseeing fraud and risk event management.
Key Responsibilities
Governance & Risk Management (40%)
- Ensure effective controls and process frameworks are in place to enable compliance with regulatory requirements.
- Manage effective operational risk and rigor.
- Oversee business resumption and contingency planning, including critical incident reporting and BCM implementation.
- Drive controls and fraud awareness through a robust plan across the entire network.
- Develop appropriate Risk and Control Policies for Retail and Business Banking.
- Develop and embed Risk and Control Performance Indicators (KRIs and KPIs).
- Conduct quality evaluations of branches/departments and provide improvement recommendations.
- Ensure new and existing RBB products meet the standards of the New Product Approval committee.
- Develop lending risk and impairment management policies to reduce business risk.
- Prepare the business for external and internal audits, ensuring timely closure of findings.
Sales Governance (15%)
- Embed 'Treating Customers Fairly' (TCF) principles in the Branch Network.
- Embed Customer Awareness Calling and Mystery Shopping with prompt action on reports.
- Manage complaints effectively and identify risk trends in sales performance.
- Implement Service Governance Policies to complement the Customer Service Team.
Relationship / Stakeholder Management (25%)
- Engage with Absa Group Process and Control Teams for issue escalation and policy input.
- Assist the Customer Network Director in risk and governance management.
- Work with the COO and Consumer Credit teams to address operational issues end-to-end.
- Represent Retail Banking on various committees (Risk, Fraud, Operational Risk, Reconciliations).
- Collaborate with Internal Audit, Forensic Investigation, and Security teams.
People Management (20%)
- Build and develop an effective Governance and Control team.
- Manage performance development, training, and succession plans for direct reports.
- Design and implement staff training in fraud awareness, compliance, TCF, and risk management.
Qualifications and Experience
- Minimum of a University Degree with a bias towards Business Strategic Execution, Technology, or Finance.
- Knowledge of the full range of Absa Group services and product sets.
- Understanding of Absa Group Retail business frameworks, policies, and standards.
- Deep knowledge of Absa Group risk policy and strategy.
- Proven knowledge of the African retail market.
- In-depth understanding of technical support systems.
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