Job Description

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.
Job Summary
To lead and drive the exploration, evaluation, and integration of emerging digital channels and technologies within the bank's digital ecosystem. The role ensures alignment with core banking systems while defining and executing a forward-looking strategy for digital channels. The specialist will uphold the highest quality standards, foster innovation, and enforce robust governance frameworks across all digital touchpoints.

KEY FOCUS AREASLead the channel strategy development and technical transformation roadmaps for emerging channels Explore the practical usage of emerging channels and create the foundational roadmap to operationalize Represent digital in the future fit technology and core banking transformation Develop and execute quality and channel governance standards Measured benefits through innovation Manage the risk governance and compliance standards of the channel Industry wide and internal stakeholder management

ACCOUNTABILITIES
Strategy Formulation and ExecutionLead the formulation and execution of a forward-looking digital channel strategy aligned with business goals. Assess and recommend emerging channels (e.g., conversational banking, embedded finance, digital wallets, IoT banking interfaces). Identify opportunities to integrate new channels into the core banking platform.. Translate long-term strategic objectives into aligned business plans, execution roadmaps and key milestone measurements for the business area. Cascade strategic goals and ensure alignment between business unit vision and functional implementation priorities, setting clear short, medium, and long-term milestones. Develop effective partnerships to enable business performance and contribute to sector- wide influence aligned with strategic initiatives. Respond to emerging policy and regulatory trends by adapting operational strategy and ensuring compliance alignment. Coordinate business enablement efforts for the Retail Bank, ensuring delivery capability across systems, processes, and teams. Track execution progress against key strategic initiatives and intervene to correct course where needed. Support transformation initiatives through structured programme delivery and change management practices. Provide expert advice and support in operating model, strategy and value chain formulation and delivery alignment. Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas. Undertake analysis of management and specialist information and guide reporting tool implementation to improve decision-making quality.

Emerging channel innovation and customerMonitor fintech trends, market developments, and emerging tech (e.g., AI, Web3, AR/VR) relevant to customer interaction channels. Pilot and test new technologies or platforms in collaboration with internal innovation teams and external vendors. Evaluate the commercial, technical, and operational viability of emerging channels. Interpret market and customer insights to inform operational plans and prioritise capability investments. Utilise customer data to improve processes and propositions, ensuring measurable customer value delivery. Instil customer-centric decision-making in teams, balancing experience, and efficiency targets. Implement initiatives that improve customer engagement and retention through operational enhancements. Coordinate cross-functional initiatives to deliver consistent customer journeys and service quality. Represent the voice of the customer within leadership forums to influence service delivery priorities. Plan and deliver services that create a culture which aims to exceed customer expectations in all aspects of the business. Provide expertise in designing integrated frameworks to embed service excellence.

Core Banking IntegrationEnsure digital channels are seamlessly integrated with the core banking infrastructure. Work closely with IT and architecture teams to ensure scalability, performance, and compliance in integration efforts.

Quality & StandardsDefine and enforce digital experience standards across all channels (UX, accessibility, speed, uptime, security). Ensure rigorous testing, monitoring, and performance management processes are in place.

Governance & RiskEstablish and maintain governance frameworks for digital channels, ensuring alignment with regulatory, cybersecurity, and data privacy standards. Maintain documentation, KPIs, and audit trails for all digital initiatives.

Sustainable GrowthDevelop business area growth plans aligned to segment and enterprise priorities. Work with business partners to define and execute on growth strategies and operational initiatives. Mobilise functional teams to deliver growth targets and embed performance accountability. Monitor growth delivery, resolving barriers and reinforcing strategic objectives at operational levels. Evaluate financial and customer returns on initiatives to ensure alignment with business viability. Formulate and develop multi-function operating frameworks that contribute to sustainable growth.

Client-Driven Innovation and ChangeDrive enterprise-wide change management to promote digital culture and build digital capability. Monitor competitive landscape and identify opportunities to improve products, services, or operations.Drive continuous improvement and innovation within the team to enhance customer outcomes. Shape client experience initiatives through project ownership and delivery responsibility. Lead operational change, ensuring readiness, engagement, and measured impact across delivery teams. Influence and communicate across all levels of the business to minimise resistance to change and ensure onboarding of target audiences. Scan the external environment to investigate alternative delivery models and offer innovative advice for competitive advantage. Drive change management activities across a single value chain for optimal adoption of change.

Leading TalentEmbed people processes and values into business routines, reinforcing a strong leadership culture. Develop workforce capabilities to meet business plan execution requirements and future readiness. Create inclusive team environments that support performance, wellbeing, and growth. Address escalated people issues and ensure application of performance and development processes. Develop future leaders through mentorship, stretch assignments, and tailored development experiences. Provide expertise and advice in the development and implementation of human capability and accountability frameworks across functions. Direct the development and implementation of human capability strategies to support people management priorities.

Operational EffectivenessOperationalise strategic goals into functional plans with clear deliverables, timelines, scorecards with team and individual KPIs to enable effective tracking of business and individual performance. Set appropriate financial and other resourcing plans to enable business performance, tracking against budgets and investments for both current and long-term strategic goals. Ensure integration across business units by resolving operational friction and dependencies. Represent the business area in operational forums and with delivery partners. Leverage data insights to improve operational effectiveness and customer outcomes. Continuously improve processes for agility, quality, and alignment with customer needs and digital tools. Identify problems and formulate alternate solutions to resolve value chain conflicts. Provide expert advice on operating model, strategy, value chain formulation, and business controls/governance frameworks.

Stakeholder ManagementManage relationships with key stakeholders at industry and internally to support aligned delivery and issue resolution. Ensure stakeholder expectations are managed, and engagement is consistent with transformation priorities.

Key Competencies & Skills:Strong understanding of digital banking ecosystems, emerging technologies, and customer experience trends. Proven experience in core banking integration and omnichannel platforms. Familiarity with digital product lifecycle, agile delivery, and innovation frameworks. Strong analytical and strategic thinking capabilities. Excellent communication and stakeholder management skills. Experience in regulatory compliance, cybersecurity, and data governance.
QUALIFICATIONS AND EXPERIENCE
Education/Qualification:
Technical qualification certified coder, full stack or other digital discipline. A tertiary NQF8 Technical, Computer Science or Engineering would be an advantage but not essential
Work Experience:12-15 years' experience in a specific capability of importance to the bank, including a track record of 5 years in a people management position in a large enterprise. Proven record of taking a digital product to market Proven innovation track record. Must be able to demonstrate Strong digital technical excellence in any of the Digital disciplines, Material design, technical development (coding) or product management Experience must include developing integrated customer-centric product or service solutions or corporate practice development while working with and managing stakeholders across business and/or functional areas and budget management. Exposure to emerging digital channels, AI robotics, mobile first, Web3 etc Demonstrated success in design thinking, digital transformation, and innovation.

COMPETENCIES
Leadership Competencies:Strategic technical thinking Technical acumen learning constant changing technical landscape Communication Influence Leadership Creativity and Innovation Delivering Results Adaptability Collaboration

Knowledge and Skills:Digital strategy and innovation management User Experience (UX) design and omnichannel thinking Emerging technology trends (AI, APIs, automation, mobile platforms) Commerce platform architecture and integration Agile and product development methodologies Change leadership and cultural transformation Data and analytics for digital performance

Education
Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.Absa Bank Limited reserves the right not to make an appointment to the post as advertised