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 act as the lead specialist for managing escalated complaints and interpreting customer experience feedback across the Personal and Private Banking (PPB) portfolio in South Africa. This role is pivotal in ensuring resolution of complex and regulatory complaints, surfacing customer insights through Voice of Customer (VoC), Net Promoter Score (NPS), and Customer Experience (CX) metrics, and representing Customer Care at strategic forums such as MANCO. The position supports Absa's commitment to Treating Customers Fairly (TCF) and continuously enhancing customer journeys across channels and products.

Key Accountabilities
1. Complex Complaint Handling & Resolution (35%)
Lead the investigation and resolution of high-risk, escalated, or regulator-referred complaints (e.g. Ombudsman, FSCA) within PPB South Africa.
Ensure customer outcomes align with internal policy, Treating Customers Fairly (TCF), and regulatory expectations (FAIS, NCA).
Partner with Legal, Compliance, Product, and frontline teams to close complaint loops and prevent recurrence.
Track and report complaint themes and root causes to senior leadership.
To ensure that we consistently meet and exceed client expectations, there will be occasions when after-hours work or tasks is required.
2. Customer Experience Metrics & Insight (30%)
Interpret VoC, NPS, CES and other CX data across PPB products and channels to surface pain points and service gaps.
Translate qualitative and quantitative feedback into business actions and service improvement opportunities.
Collaborate with CX analytics teams to develop dashboards and insight reports tailored for business use.
Support strategic planning with customer-centric recommendations based on feedback analysis.
3. Strategic Stakeholder Engagement (20%)
Represent Customer Care at governance forums such as PPB MANCO, CX SteerCos, Risk Committees and operational review meetings.
Influence product, process, and service teams by presenting clear customer insights and complaint trends.
Support the embedding of the "Customer First" mindset within the PPB business by advocating for systemic improvements.
Engage with business leaders on customer trends, reputational risks, and service recovery plans.
4. Risk, Governance & Regulatory Compliance (15%)
Ensure all complaint-handling practices adhere to South African legislation (FAIS, NCA, POPIA, TCF) and Absa's internal policies.
Prepare documentation and responses for internal audits, regulator enquiries, and risk forums.
Maintain detailed records and analysis of high-impact cases, trends, and resolution outcomes.
Education & Qualifications
Minimum: Bachelor's Degree in Business, Banking, Legal, or related field
Preferred: Honours or Postgraduate qualification in Customer Experience, Compliance, or Business Strategy
Certifications: Regulatory and customer service certifications (e.g., FAIS, Compliance) beneficial
Experience Required
Minimum of 8 years' experience in customer care, customer experience, or complaint handling within the South African banking sector
Deep understanding of PPB products and regulatory landscape (e.g. home loans, investments, transactional banking, etc.)
Proven ability to resolve high-risk, complex complaints and engage with regulatory bodies (e.g. Ombudsman, FSCA)
Experience working cross-functionally with Product, Compliance, Risk, and frontline teams
Prior exposure to senior governance forums (e.g. MANCO, ExCo, Audit Committee)
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (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

Skills Required