Executive: Coverage Strategy and Customer and Competitor Insights

Job Description

Absa Group Limited, with over 100 years of rich history, is strongly positioned as a local bank with regional and international expertise. Join our family to be part of an exciting growth journey to reset our future and shape our destiny as a proudly African group. The role involves leading the development and execution of the business unit’s long-term strategy, ensuring alignment with organisational goals, driving customer-centric and competitive value propositions, and leveraging market insights to achieve sustainable growth and market differentiation. The position is hybrid, combining remote and on-site work in Sandton.

Requirements

• B-degree in Commerce, Business Management, Finance, or equivalent
• Postgraduate qualification in Commerce, Management, Strategy Formulation, or Governance
• Actuary, CFA, or MBA
• 10 years’ experience in the Financial Services Industry (Banking)
• 5-6 years’ experience in the Advice/Insurance business
• 5 years’ experience in senior leadership in Financial Services
• Superior understanding of Strategy and Customer Value Management
• Strategic planning and execution skills
• Customer Service Management skills
• Strategic Visioning and Leadership
• Business Acumen
• Creative and Innovative Thinking
• Reasoning (Analysis)
• Teamwork
• Stakeholder Management
• Inspirational Leadership
• Interpersonal Effectiveness
• Customer Experience Management
• Change and Improvement Orientation
• Networking
• Social Media
• Coordinating

Responsibilities

• Develop and implement the long-term business strategy for the business unit, aligning with organisational vision and goals
• Lead the annual strategic planning process, ensuring input from sales, strategic partnerships, finance, human capital, and operations
• Drive strategies to enhance the bank’s franchise value for long-term growth, market leadership, and competitive advantage
• Facilitate strategic integration of new product offerings, partnerships, and market expansion initiatives
• Identify market trends, competitive positioning, and customer insights to inform strategic decision-making
• Drive execution of key strategic initiatives contributing to business growth and customer satisfaction
• Monitor implementation of strategic plans, ensuring alignment with key performance targets
• Use market data and trend analytics to create a future-focused product commercialisation strategy
• Collaborate with marketing and communication plans to meet business objectives
• Drive integration between business units and the rest of the Group
• Align brand and marketing resources to achieve business strategies and enhance customer satisfaction
• Develop performance metrics (KPIs) and dashboards to monitor financial, operational, and strategic health
• Establish metrics to measure franchise value and provide regular reporting to the executive team
• Analyse business performance data to identify areas for improvement and optimisation
• Engage role players across the product value chain, including CVM, Marketing, Integrated Channels, Third Parties, and Vendors
• Liaise with CVM and Digital to monitor performance against set KVDs
• Lead delivery of market insights and strategy development for the A&I business
• Conduct competitor and trend analysis to inform business decisions
• Drive understanding of customer, partner, and industry dynamics to identify opportunities
• Identify opportunities for monetising research and insights for new revenue streams
• Deliver actionable insights through primary research to optimise customer experiences, campaigns, and brand growth
• Represent the business at various committees and lead knowledge-sharing initiatives
• Recommend strategic pivots or new market entry strategies based on research insights
• Drive customer primacy through compelling propositions
• Ensure customer experience standards align with propositions and marketing initiatives
• Develop strategies to harness customer data for actionable insights
• Collaborate with analytics teams for data-driven marketing decisions and personalisation
• Define and communicate the Customer Value Management framework across the business unit
• Develop customer journeys, CX frameworks, and SOPs
• Coordinate and manage the Office of the Managing Executive for operational efficiency
• Represent the Office of the ME in delegated projects and initiatives
• Ensure governance frameworks support effective decision-making and strategic execution
• Prepare reports and presentations for board, executive committees, and senior leadership
• Ensure compliance with corporate governance standards and internal reporting protocols
• Act as a point of entry for queries from Group, Industry bodies, and stakeholders
• Set and oversee execution of business CVM strategy
• Perform customer measurement across Relationship Banking, Everyday Banking, and A&I
• Provide advanced analytics as a community of practice across A&I and with RB, EB, and CIB
• Act as custodian of social media to drive engagement across A&I
• Own tools for tracking channel performance (tagging, analysis) in A&I
• Build and sustain a culture aligned with A&I’s aspirational colleague and customer experience
• Define CVM projects and manage churn process, understanding trends and dynamics
• Provide input into overall customer experience
• Contribute as a key A&I Exco member to internal and external agendas
• Partner with executive bodies to align on strategic objectives
• Translate objectives into delivery pipeline requirements for business ownership and buy-in
• Ensure development of a high-performing team through formal performance development
• Instil a culture of rigorous performance management and recognition
• Identify and execute training and development needs for managers and teams
• Conduct regular succession planning and talent management sessions
• Develop and execute a recruitment pipeline aligned with group HR capability
• Serve as the second-level escalation point for grievances
• Develop action items to address employee survey outcomes
• Ensure a positive employee experience to support the group’s employer-of-choice ambitions