Job Opportunity: Head of Consumer Operations
Location: Central Processing Centre, Botswana
Closing Date: 4 May 2025
Overview:
Absa Bank Botswana is looking for a strategic and results-driven Head of Consumer Operations to lead the delivery and ongoing enhancement of consumer operations strategy. This senior leadership role is critical in driving operational excellence, process optimisation, and superior customer experience through effective resource management, innovation, and adherence to the broader group strategy. The successful candidate will be instrumental in developing a scalable, technology-driven operational framework that ensures efficiency and exceptional service delivery.
Key Responsibilities:
- Develop and execute a consumer operations strategy aligned with Absa Group objectives and local priorities.
- Lead workflow management and resource optimisation initiatives across operations, ensuring a consistent and reliable 24/7 service capability.
- Apply productivity, quality management, and workforce discipline tools to enhance operational performance.
- Drive process automation using low- or no-code solutions to minimise manual intervention and improve turnaround times.
- Champion continuous improvement through the adoption of scientific methodologies for process efficiency and optimisation.
- Monitor transactional data at granular levels to identify customer experience challenges and proactively implement corrective measures.
- Promote cross-functional synergy and collaboration among operational teams to improve overall service delivery.
- Provide strategic leadership and mentoring to operational managers and team leads.
Requirements and Skills:
- Bachelor’s or Master’s Degree in Operations Management, Engineering, Commerce, or a related field.
- Minimum of 10 years of relevant work experience, with at least 5 years at senior management level within a large organisation.
- In-depth understanding of:
- Process Efficiency and Improvement Frameworks (Intermediate level)
- Operational Excellence Practices
- Process Optimisation and Automation Techniques
- Customer Experience Monitoring and Feedback Systems
- Strong leadership and people management skills.
- Proven track record of delivering measurable operational improvements.
- Excellent analytical, strategic thinking, and communication skills.
HOW TO APPLY
Interested candidates should apply through the official Absa Careers portal. Only shortlisted applicants will be contacted
SUBMIT HERE