Reporting to the Customer Network Director, the Head of RBB Operations and Controls is responsible for driving and delivering high performance in operations and controls for Retail and Business Banking (RBB). This leadership role focuses on providing business leadership and operational excellence to all customers, including internal staff, while developing and implementing robust control frameworks across the customer network, direct sales, and RBB products. The incumbent will ensure that all local regulations and corporate policies are strictly adhered to, manage audit preparations, and oversee governance, compliance, and risk event management.
Key Responsibilities
Governance & Risk Management (40%)
- Establish effective control and process frameworks for regulatory compliance.
- Manage operational risk, rigor, business resumption, and contingency planning (BCM).
- Drive fraud and control awareness across the entire network through a robust strategic plan.
- Develop and embed Risk and Control Performance Indicators (KRIs and KPIs) and Management Information Reports.
- Conduct quality evaluations of branches and departments, providing actionable recommendations.
- Utilize Risk Control Assessments (RCAs, CIELS, CIBULS) to monitor business health.
- Ensure new RBB products and process designs meet governance standards through the New Product Approval committee.
- Develop lending risk and impairment management policies for RBB.
- Implement Fraud Management Policy and Strategy, promoting detection and prevention.
- Coordinate with Country Compliance teams to ensure adherence to mandatory Regulatory and Absa Bank Compliance Policies.
- Oversee audit preparedness and ensure the timely closure of all audit findings.
Sales Governance (15%)
- Embed 'Treating Customers Fairly' (TCF) principles across the branch network.
- Manage Customer Awareness Calling, LG Mystery Shopping, and Complaints Management reporting.
- Develop Sales Governance Performance Measures and identify risk trends within sales performance.
- Implement Service Governance Policies to complement the Customer Service Team functions.
Relationship & Stakeholder Management (25%)
- Engage with Absa Group Process and Control Teams for policy input and issue escalation.
- Assist the Customer Network Director in managing risk and sales governance.
- Collaborate with the COO office to ensure end-to-end resolution of operational risk issues.
- Represent Retail Banking on various committees including Country Risk and Control, Fraud, and New Product Approval committees.
- Partner with internal stakeholders (Regional Managers, Branch Managers, Head of Sales) to deliver the governance framework.
People Management (20%)
- Build and develop an effective Governance and Control team for Consumer Banking.
- Manage Performance Development Plans, training, and succession planning for direct reports.
- Oversee the recruitment of Governance and Control personnel.
- Design and implement staff training in areas such as Fraud Awareness, TCF, Compliance, and Risk Management.
Requirements and Qualifications
- Minimum University Degree with a focus on Business Strategic Execution, Technology, or Finance.
- Detailed understanding of the full range of Absa Group Retail and Business Banking services and product sets.
- In-depth understanding of technical support systems.
- Detailed knowledge of Absa Group Retail business frameworks, policies, and risk standards.
- Detailed understanding of Absa Group RBB strategy and operating structure.
- Proven knowledge of the African retail market.
- Detailed knowledge of Absa Group People policies and procedures.
How to Apply
Interested and qualified candidates should apply through the Absa recruitment portal. Please visit Absa Bank Limited on absa.wd3.myworkdayjobs.com to submit your application.
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