Implementation Manager

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ABSA Bank Uganda is hiring a Implementation Manager to ensure seamless implementation and ongoing support of Transactional Services solutions (channel and product support), enabling efficient client onboarding, system reliability, while delivering exceptional customer experience.

Job Description

Key accountabilities

Customer Service Management

Providing specialist support to all internal contacts/users

Promoting the Group and strengthening customer relationships

Preparing internal communications on policies, procedures, controls

Coordinating customer relationship management for Transactional Services customers

Analyzing customer and competitor service trends

Resolution of customer queries of a technical nature

Working to and achieving service levels as spelt out in Service Level Agreements

Supervision of system and product management

Contributing to systems and service improvement through continuous reviews including risk reviews

Business Management

Meeting product targets – values, volumes, income, costs

Management Information on customer support services

Continuous service performance reviews

Proactively research and stay abreast of product and service offerings from the competition

Assist in implementation of product and/or process changes

Manage product tariff setup and monitor collection efficiency

Consult corporate & business banking relationship teams on issues to do with product/service performance, business practices/ideas and best practices

Monitor levels of complaints and quality of complaint handling

Contribute to product development and improvement through continuous reviews

Contribute to procedures development and improvement through continuous reviews

Manage down customer complaints to a minimum, if not to eliminate completely

Product Development & Sales

Assist in the development of customer specific propositions (solutions)

Assist in product pricing strategy

Assist in implementing product & delivery channel strategies

Monitoring competitor and industry trends

Analyzing customer and competitor research

Carry-out cross selling activities

Risk, Governance and Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards.

Identify, manage and mitigate risks and risk events (incidents) relevant to the role.

Education And Experience Required

Bachelor’s degree preferably in Information Technology and Computing, Sales or Business Management or related qualification from a recognized institution.

At least 3 years’ working experience in a similar role in a financial institution.

Knowledge And Skills

Experience in product service management, preferably electronic/internet banking

Knowledge of Bank’s general operational procedures

Knowledge of Transactional services products

A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.

Understanding corporate & business banking customers

Sound technical appreciation of IT systems

Understanding of internet banking systems

Understanding of customer needs and market trends

Strong interpersonal, negotiation and selling skills.

Ability to work across in a virtual environment and across a demographic split.

Self-starter and performance driven

Good presentation skills, Oral and written

Competencies

Deciding and initiating action

Learning and researching

Entrepreneurial and commercial thinking

Relating and networking

Adapting and responding to change

Persuading and influencing

Creating and innovating

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)

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