Executive: Business Operations & Enablement (COO)

• Set and cascade the functional strategy with supporting operating model and ensure resources are in place for its execution, ensuring seamless integration of the functional strategy into a cohesive commercial business plan.
• Formulate and implement an integrated Operations strategy moving towards a lean operation to ensure a sustainable (cost efficient) operating model across the product house/ BU contributing to business profitability.
• Strategic formulation is inclusive of operations in service of the customer (customer primacy), driving the digital adoption agenda and supporting data monetisation from an operations perspective (highlight opportunities).

• Direct the first line of defense for organisational risk management, overseeing a dedicated team to implement robust internal controls, ensure adherence to regulatory and compliance standards, and proactively address potential operational risks, safeguarding the business from internal and external threats.
• Oversee the implementation of, and conformance to, Group Risk and Compliance requirements within the operating environment, in line with set risk appetite
• Drive governance, risk mitigation and compliance in all Operations and Strategic Change initiatives.
• Ensure the fulfilment of all required governance activities, including tracking and reporting.
• Implement new policies and frameworks as needed (received from IC Governance and Control and group functions).
• Collaborate with risk management teams to assess potential risks associated with strategic decisions
• Encourage the importance of compliance in the team, ensure that the team is compliant and adheres to all internal audit and compliance requirements.

• Drive and optimise the end-to-end operational infrastructure supporting A&I business. This includes governance, risk controls, adviser enablement, client onboarding, and servicing processes. Ensure operational resilience, regulatory compliance, and alignment to strategic growth initiatives.
• Develop and communicate defined strategic levers for operational effectiveness and efficiency based on the A&I strategy cascade (collaborate with Tech & Ops, Frontline, PPB COO to ensure input into a holistic business view of operational levers).
• Lead the development and execution of operational strategies that improve productivity, streamline processes, and reduce cost-to-serve across the value chain. Ensure consistent delivery of performance targets through operational discipline, process re-engineering, and scalable support structures.

• Oversee and direct the implementation of change programmes aimed at driving business strategy and improving operational efficiency.
• Direct the alignment of people, processes & systems to deliver on the BU’s operations strategy (tech & business capabilities).

• Oversee the design, deployment, and adoption of digital capabilities to modernize business operations and enhance client experience.
• Champion data-led decision-making, automation, and digital platforms that unlock value, improve turnaround times, and enable a more agile operating model.
• Leverage data-driven insights and operational best practices to optimise workflows, drive continuous improvement, and foster a culture of operational excellence within the organisation

• Stay abreast of industry trends and role players and ensure that A&I is well-positioned to provide competitive and industry-leading products and services.
• Build and maintain trusting relationships with key customers, clients, partners, and stakeholders.
• Deliberately seek opportunities to digitise, automate and implement solutions for customer primacy, innovation, and operational effectiveness.
• Utilise resources and encourage the use of new technology (software products, apps, websites, etc.) to their fullest potential and derive maximum value from a digital process or solution.

• Champion a customer-first culture within the business, ensuring that all decisions and strategies prioritise the customer experience.
• Define and communicate the customer service framework across the BU (Collaborate with Strategy & Product)
• Execute and enhance customer experience frameworks, and SOPs while driving VOC, NPS, CSAT, CRM, and complaints management
• Regularly assessing customer (Incl. Dealer) satisfaction levels implementing initiatives to enhance engagement and loyalty.

• Lead the strategic management of third-party supplier relationships across the organisation, driving alignment with business unit objectives and supplier development targets, while ensuring contract compliance, operational excellence, and the continuous delivery of high-value services

• Coach, mentor and manage team members toward driving business objectives and ensuring colleague development.
• Maintain and drive strong operational and solutioning capabilities within the team to deliver on evolving processes and technologies.
• Drive colleague experience and stability and create a culture of continuous improvement.

• Actively promote and manage the collaborative engagement of internal and external stakeholders, including regulators, suppliers, clients, service providers, business partners and other Absa entities
• Collaborate within A&I and across Absa clusters (Commercial & Product Capabilities, Customer, Future shaping & Experience delivery Capabilities, Business Banking and CIB) to drive operational excellence and receive input and recommendations on operational improvement opportunities and priorities.
• Be a proactive member of the COO community within the PBB under the direction of the Cluster Chief Operations Officer.

• Minimum B-degree in Business Administration, Commerce or Banking
• Desired Post Graduate Degree (NQF level no.8+)
• Certification in lean and efficiency methodology an added advantage (i.e. Six Sigma)
• Project Management qualification/ certification and added advantage

• 10+ years (Technical/Managerial) experience
• Experience in leading teams at a senior level
• Track record of business operations and risk management and process improvement

• Business Acumen
• Commercial Astuteness
• Finance management
• Strategy Implementation
• Business Project Implementation and management
• Superior understanding of Business Operations Management
• Superior understanding of Customer Service Management
• Innovation Leadership
• Communication
• Analytical skills
• Coordinating
• Networking

Absa