Job Title: E-Commerce Development Manager
Organisation: Absa Group Limited (formerly Barclays Bank UK)
Duty Station: Kampala, Uganda
About US:
Absa Group Limited (formerly Barclays Bank UK) is a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance. Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
Job Summary: Key responsibilities include solution implementation, Ecommerce Systems, monitoring for availability and Query management. The role holder will focus on Issues and complaints raised, resolved and outstanding plus transactions executed.
Responsible for channel support, product Support and Query Management related to the channel or product. After customer has accepted offer of trade or cash solution, sales support implement. They integrate the ecommerce gateway onto the customer’s website or platform. They support product roll-out, a key contributor to cross sell. Responsible for the growth of the ecommerce, remittances and e-payments portfolio through selling and onboarding ecommerce merchants. Reporting to the Head of Alternate Channels, the role holder will coordinate customer setup and after sales support on ecommerce products.
Key Duties and Responsibilities:
Business Management – 30%
- Meeting channel 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 & RBB 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 – 30%
- Onboard ecommerce merchants and grow remittances & e-payments business
- Execute an efficient product pricing strategy
- Assist in implementing product & strategies
- Monitoring competitor and industry trends
- Analyzing customer and competitor research
- Carry-out cross selling activities
Customer Service Management – 25%
- 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 ecommerce merchants
- 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
Risk, Governance and Control – 15%
- 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.
Qualifications, Skills and Experience:
- The applicant must hold a University degree preferably in Information Technology and computing, or a related field
- Complaints handling/management
- Experience in Technical product support
- Experience in product service management, preferably ecommerce (Cybersource)
- Knowledge of Bank’s general operational procedures
- Knowledge if card issuing and card acquiring products
- A broad understanding of policies and strategies within the country as they relate to the demands of the customer base.
- Understanding corporate & RBB customers
- Sound technical appreciation of IT systems
- Understanding of payment gateways
- 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: (Maximum of 8 competencies)
- Sales and marketing
- Learning and researching
- Entrepreneurial and commercial thinking
- Relating and networking
- Adapting and responding to change
- Persuading and influencing
- Creating and innovating
Note: Absa Bank official calls for interview invitation will come from +256 417 122439
How to Apply:
All suitably qualified and interested candidates who wish to join ABSA Group in the aforementioned capacity should apply online at the link below.
Deadline: 31st January 2024