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The Banking Operations Analyst is responsible for the identifying, communicating and correcting / resolving of missing or erroneous deposits transactions as well as resolving customer deposit complaints timeously to improve and uphold a positive customer experience and protect and support revenue growth in the business. The Banking Operations Analyst is also responsible for the monitoring of processing throughout multiple regions and taking corrective actions should there be interruption to processing to ensure that we uphold a good customer experience across the Betway Platform.

Key Responsibilities:

• Accurate Sourcing of statement data as per the operational requirement.
• Timeous resolution of escalations/queries based on Company / Team SLA.
• Accurate and timeous capturing of manual credits to ensure our customers have received the best possible experience within the expected SLA.
• Investigate and highlight problematic processors / systems affecting transactional processing, escalate and drive resolution by assisting internal Devs and external third parties to get resolve processing issues.
• Review training manuals, Product documents and SOP's provided and enhance the manuals with new information that can assist the team to enhance their knowledge.
• Build relationships with Finance, Call Centres and other internal and external teams to ensure optimal resolution of escalations and quick responses and implementation on development requests or information needed.
• Communicate changes in process / notifications from processors or banks and any other relevant information regarding Monies in to other departments to ensure knowledge sharing and to enable other teams to be better prepared to manage the customer's experience.
• Investigate and Review competitor's offerings through daily research and query/escalation monitoring and put forward researched suggestions of changes required to improve our offering and ultimately our customers experience with our brand.
• Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand form financial loss or abuse.
• Consistently be improving skills and knowledge through Self-Development and Upskilling in all areas.
• Perform manual reconciliations where necessary.
• Identify data/statement issues and escalate to Appropriate 3rd party or internal departments to have issues resolved.
• Being able to Trouble shoot issues directly with 3rd party Processors, and internal departments to identify cause and put forward researched solutions suggestions to fix any current issues that might occur and prevent issues from occurring in future.
• Must be aware of current and upcoming sporting events and have insight on events that could contribute to volume spikes in the business.
• Assist with integration testing and on boarding of new processing providers
• Continuously review and evaluate the customer journey and actively take part in improving the customer's experience.
• Identify and put forward areas for improvement in efficiency around process or policies through automation, bulk functions or enhancements to manual processes.
• Monitor Monies In reports and statistics daily to highlight spikes and alerts to management and 3rd parties to ensure minimal customer negative impact and quick resolutions.
• Work closely with the Call Centre to monitor volumes whilst investigating possible impacted areas and assist Call centre management to identify root causes of volume drivers and escalate to relevant responsible teams to take quick action.
• Include detailed analysis of shifts in handovers outlining the volume drivers and important information or actions taken during shift to ensure management and the team is always up to date and able to take follow up actions post shifts.
• Effectively communicate findings concerning processing issues to relevant stakeholders with informative and detailed supporting analysis of the issues being experienced so stakeholders can make informed decisions and take relevant actions.

Skills & Experience Required:

• Intermediate / Advanced Excel Skills.
• A good functional understanding of transactional processing via Mobile money, Cards, E-cash/E-Wallet, Internet Banking and voucher purchases.
• Have a technical understanding of data sources, analysing of data and reporting
• Strong ability to identify tends in processing through detailed analysis.
• Strong Reconciliation / auditing of statements experience is essential.
• Having a BCom or working towards a BCom is preferable.
• Innovative and solution driven.
• Deadline driven and good time management.
• Adapt well to change.
• Strong sense of accountability and responsibility.
• Self-Development Driven.
• Ability to work under pressure.
• Ability to work alone and within a team.
• Strong attention to detail.
• Strong team player.
• Strong written and oral communication.
• Successful candidate must have own reliable transport.
• Successful candidate must be willing to work in a shift-based role with some shifts falling on weekends and public holidays as required by the business.
• Knowledge/exposure to financial product development/implementation would be an advantage.
• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow

Overview

A collections agent will play a crucial role in our collection teamworking with customers whose accounts have fallen into arrears. They’ll help customers navigate their financial journey while empowering them to become better and move forward with credit. They'll engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.

We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important to us. We want people who can both empathize with and engage customers, listening to their issues and helping to resolve and find solutions to their problems or query, whilst looking to increase customer satisfaction, provide good outcomes and reduce customer complaints.

• Engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.
• Help customers navigate their financial journey and empower them to move forward with credit.
• Demonstrate empathy and engage customers by listening to their issues and helping to resolve or find solutions.
• Follow established processes with attention to detail to ensure quality of service.
• Aim to increase customer satisfaction, achieve good outcomes, and reduce customer complaints.

• Job Description: Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.

• Identifying opportunities for process and service improvements and discussing these openly with your manager.

• Responsibilities: Experience making outbound calls or handling calls for UK clients

• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills

"In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"

• Qualifications: Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

Job Description: A collections agent will play a crucial role in our collection team working with customers whose accounts have fallen into arrears. They'll help customers navigate their financial journey while empowering them to become better and move forward with credit. They'll engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.

We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important to us. We want people who can both empathize with and engage customers, listening to their issues and helping to resolve and find solutions to their problems or query, whilst looking to increase customer satisfaction, provide good outcomes and reduce customer complaints.

• Responsibilities: Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.

• Identifying opportunities for process and service improvements and discussing these openly with your manager.

• Qualifications: Matric

• Experience in a customer-focused job within a credit and/or financial services environment.
• Previous experience in a fast-paced Collections environment.
• IT Proficient in using laptops or desktop PCs and Microsoft applications.
• 1-2 years of experience making outbound calls or handling calls for UK clients
• Experience in debt collection in the banking sector would be considered a strong advantage
• FCA / FSCA exposure as part of the collection experience is desirable.
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

A collections agent will play a crucial role in our collection team working with customers whose accounts have fallen into arrears. They'll help customers navigate their financial journey while empowering them to become better and move forward with credit. They'll engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.

We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important to us. We want people who can both empathize with and engage customers, listening to their issues and helping to resolve and find solutions to their problems or query, whilst looking to increase customer satisfaction, provide good outcomes and reduce customer complaints.

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 provide specialist advise and support in the maintenance and analysis of operational data in order to provide accurate reports and information to relevant business stakeholders, through the execution of predefined objectives as per agreed SOPs.

Job Description
Banking operations support and advice: Provide specialist banking operations support and advice against standard operating procedures | Ad Hoc duties: Provide support to customers and team as required on an ongoing basis | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards | : | : | : | : | :

Education
Further Education and Training Certificate (FETC): 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

Business and Commercial Banking (BCB) Operations Graduate Programme

Job Overview

Business Segment: Business & Commercial Banking

Location: ZA, GP, Johannesburg, Simmonds Street

Operations grads get to be part of a World Class Operations journey in Johannesburg at our Simmonds offices. Our graduates get exposure to mentoring and coaching in addition to personal development. Our graduates get to work on exciting initiatives such as project management focusing on Automation, use of AI to transform business, digitisation, operational excellence and process improvement.

Key Responsibilities include:

• To automate and digitise operational processes.
• To improve and refine processes within Business and Commercial Banking to enhance efficiency and quality.
• To analyse data and provide insights into process performance and identify inefficiencies for enhanced client experience.
• Keep abreast of operational excellence trends.
• Ad hoc reporting and insights to inform business decisions.

Qualifications

Final year undergraduate, Honours or Masters Degree (Completed or currently completing in 2025) in a related or similar qualification to:

• Automation
• Digitisation
• Process Improvement and Analytics
• Data Analytics

Additional Information

• Must be a South African citizen
• Must be under 30 years of age
• No more than two years’ work experience
• Minimum of 65% average over all years of study

Key Skills and Attributes

• Working collaboratively with others
• Resilience
• Creative problem solving and considered decision making

Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraud line on or

Overview

Our client is searching for a Senior Operations Analyst to join their team in Pretoria East.

• Take accountability for client Bank files. Ensure that files are processed, and feedback are supplied to clients per update file.
• Confirm file layouts from clients and submissions to the Bank.
• Identify problems, communicate problems and follow up with the Bank or technical team.
• Ensure that the feedback files are created per client request.
• Maintain effective system information and ensure the updates occur timeously.
• Attend to client queries.
• Ensure client processes documentation is up-to-date
• Check client and Bank Limits.
• Monitor Account Verification Service-Realtime system and report any issues to BANK /Client.
• Ensure that alerts are resolved.

• Diploma in an administrative field
• A minimum of 5years’ experience in a similar role
• 5+ years’ experience in MS Office, especially Word and Excel
• SQL experience
• Sound knowledge of the Bank and Insurance industry

• Exceptional written and verbal communication skills
• Able to keep the information confidential
• Should exhibit excellent time management and organizational skills to complete the assigned work effectively
• Honest and trustworthy
• Ability to work in a team and as an individual
• Good presentation skills
• Ability to work under pressure and adhere to deadlines