Corporate Service Center Manager

### **Empowering Africa’s tomorrow, together…one story at a time.** 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. [My Career Development Portal](https://absahr.service-now.com/careerdevelopmentportal): **Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.** **Job Summary** To plan, manage and monitor the implementation of banking operations related activities and processes in order to deliver on approved operational plans in an effective and efficient manner. **Job Description** **Client Service:** * Act as the first point of contact for transactional and administrative banking issues to external clients via Omni-Channel service and support options.  * Coordinate resolution of client queries requiring services from other areas of the Group and monitor outcomes.  * Identify opportunities to improve client service and provide risk and client experience insights.  * Liaise with stakeholders to obtain resolutions for client issues.  * Escalate client requirements to broader service teams when additional support is required.  * Log client complaints and compliments.  * Track recurring themes from client requests and escalate trends appropriately.  * Establish and maintain professional relationships with internal and external clients.  * Build and maintain a strong network of contacts to assist clients effectively.  * Ensure accurate data capture across all channels used.  **Administration** * Utilise the full range of CIB systems available to resolve client queries at first point of contact where possible.  * Adhere to all Service Unit processes and identify opportunities for process improvement.  * Ensure process changes are effectively incorporated into all client servicing activities.  * Ensure compliance with Absa risk and compliance policies, procedures, legal and regulatory requirements.  * Ensure quality and accuracy in the preparation of cost recovery journals.  **Teamwork** * Work closely with other members of the Servicing Unit to deliver exceptional client experience results.  * Take responsibility for routine duties on a regular basis with other team members.  * Attend team meetings and contribute ideas for improving customer service.  * Support the team through training, coaching, and sharing best practices.  **Strategy, Change and Relevance in the Industry** * Play a key role in supporting business strategy and organisational change initiatives.  * Continuously support the transition of clients onto new digital platforms.  **Education** Bachelor's Degree: Financial Services (Required), Higher Diplomas: Business Administration (Required)