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Job Purpose Conduct and ensure quality credit assessments within personal mandate level based on Absa Credit Risk Model and maintain an assigned credit portfolio of clients for Medium Business in accordance with Absa credit policies processes and procedures Key Responsibilities Conduct timeous and quality credit assessments Provide specialist assessment and recommendation to the team leader on credit applications and excess reports received Ensure that credit assessment includes a risk financial and credit worthiness assessment Timeously assess excesses reports received Assist other credit officers and business bankers with the structuring and Solutioning of complex credit applications Manage and maintain the existing assigned portfolio of clients Ensure that out of order impaired and dormant accounts are proactively managed Provide credit solutions Adhere to governance regulatory and legislative requirements during execution of duties Competencies Deciding and initiating action Persuading and influencing Writing and reporting Applying expertise and technology Analysing Learning and researching Delivering results and meeting customer expectations Entrepreneurial and commercial thinking General The appointment will be made in line with the Absa Employment Equity strategy
Job Purpose To grow the Bank customer base through acquisition and increased customer profitability of the identified portfolio. Gain new customers and increase portfolios of current customers through proactive attraction cross-selling and retention Key Responsibilities Address customer needs by providing appropriate banking advice and guidance Extend customer relationships to relevant parties to address customer needs Achieve contracted sales targets according to sub-segment objectives Act as a single point of reference to appropriately channel the customer Be accountable for end to end sales fulfilment Selectively acquire potentially profitable customers by converting qualified leads into a sale Retain cross-sell and expand utilisation of products and services by converting qualified leads into sales Execute World Class Management Practices Identify sales gaps implement and execute corrective action plans and identify external sales opportunities Build network relationships with internal and external stakeholders to ensure realisation of clients needs Ensure effective implementation and support to national and localised sales campaigns Manage own career and personal development by ensuring product increase knowledge Form part of Buddy Teams and assist each other with leads Ensure compliance to the Bank policies and procedures Sign off and adhere to the applicable Sales and Service Standards Adhere to legislative requirements e.g. FAIS Financial Intelligence Centre Act (FICA) Customer Acceptance Screening Application (CASA) Record of Advice (ROA) National Credit Act (NCA ) etc. Adhere to Sales Audit requirements e.g. outstanding securities completion of sales registers etc Ensure fraud is detected e.g. employment documents etc Ensure customer satisfaction by delivering exceptional customer service Accurately determine Customer needs through interaction with the client Log complaints and complements on Customer Care Process (CCP) system as per policy and procedure Competencies Working with people Relating and networking Persuading and influencing Applying expertise and technology Delivering results and meeting customer expectations Coping with pressure and setbacks Achieving personal work goals and objectives Entrepreneurial and commercial thinking
Job Purpose To coordinate control and drive client requirements and interests across IBW Operations to ensure delivery to the required project quality cost and delivery timeframes and to understand project constraints and requirements. Engage and build collaborative relationships with various Business Unit stakeholders in order to understand identify prioritise and develop business improvement initiatives in line with business requirement resulting in business efficiencies. To prioritise initiate plan manage control and execute deliverables as per projects and / or initiatives within the agreed scope time cost quality and ensure high levels of communications to all internal and external stakeholders at all times. To identify structure and implement business improvement initiatives through the Business Requirement Document (BRD) process to ensure effective and efficient business value streams and optimal integration of processes people and technology by interactively analysing researching designing recommending and implementing innovative and cost efficient business processes. Main Accountabilities Coordinate control and drive client requirements and interests across IBW Operations to ensure delivery to the required project quality cost and delivery timeframes and to understand project constraints and requirements. Integrate and co-ordinate projects initiatives and products being implemented by using the appropriate project management techniques and tools to plan monitor and maintain progress. Drive the prioritisation and implementation of projects initiatives and products which will directly impact the environment. Conduct a full impact analysis prior to the implementing of a project initiative or product by having a clear understanding of the objectives and deliverables of the project as well as the saturation level from a stakeholder s perspective. Plan and prepare a presentation of a new project product or initiative in order to present the material to the selected target audience as defined in the implementation approach. In order to identify critical success factors in line with project management principles complete a schedule on cost analysis Identify interdependency issues on the different projects initiatives or products by estimating resource capacity forecasting resource requirements quantify the resource availability. Conduct effective presentations and / or facilitate implementation workshops to the specified target audience. Conduct support sessions post implementation to the target audience in their own environment after theoretical training has completed. Monitor project progress in relation to key milestones determined by the Implementation approach document Identify resolve or escalate issues with regards to project products and/or initiatives implemented Provide feedback on issues and trends identified to the Head of IBW Operations where appropriate Keep stakeholders informed on change initiatives by continuously communicating with the stakeholders who are involved in the project Support Strategic Plan initiatives by communicating the plan on an ongoing basis to the key stakeholders Compile and provide status and closure reports upon the finalisation of a specific project. Facilitate change through consultation with stakeholders in order to receive the maximum benefit. Have ability to interact and assess all parts of IT. Define implement and communicate change initiative controls processes and quality standards to project managers and stakeholders Develop and implement a risk register and issue log for discussion and resolution at appropriate governance forums and for the Head of IBW Operations Create implement and maintain a project file to keep record of project charters plans reports timesheets expenses variations minutes etc. Accountability: Communication Facilitate and attend regular project progress and status meetings to discuss project status and progress steering committee meetings to report on performance. Create regular documents for distribution including status reports meeting minutes reports steering committee presentations etc. Maintain good stakeholder management including one on one discussion conference calls and meetings. Ability to engage at all levels of management. Competencies: Leading and supervising Planning and organising Working with people Delivering results and meeting customer expectations Persuading and influencing Applying expertise and technology Presenting and communicating information Writing and reporting Knowledge and Expertise Advanced written and verbal communication Interpersonal skills Assertiveness Negotiation Persuasion Influencing Independent worker Team player Problem solving Liaison Leadership Research Analytical required P reference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status General The appointment will be made in line with the Divisional Employment Equity strategy
Job Purpose To assist the Operations COO in Managing the overall Business and fulfilling responsibilities. This includes: Performance Management Complaints Business Project Implementation Strategy Implementation Exco reporting HR Risk Compliance and all other Operational issues raised with the COO. Main Accountabilities Attend a multitude of forums project and management meetings to stay up to date with operational conditions and provide early warning to the COO of any probable issues and proposed solutions. Act as key advisor to the COO providing knowledgeable review and recommendations ensuring that context analysis and the views of the respective areas are collated filtered and summarised in a concise manner Evaluate interpret and deliver relevant information to the COO Distribute issues to the correct level of operational management for resolution by identifying issue at hand and delegating to relevant team Act as initial point of entry for escalated queries and for queries from other external stakeholders and attend to queries or relaying the query to appropriate individuals when falling outside scope Redistribute the resolution or respond directly to the stakeholders where appropriate and report only major issues to the COO Advise the COO on on-going issues and programmes to address these in the business unit and set up a process for monitoring Ensure that decision-making within the business unit is dissolved to the lowest appropriate level to support the business objectives of empowering and growing the competence of line decision-makers Interface with the BU Heads direct reports to understand the operating environment and to assist them to prioritise focus areas Continuously monitor the overall Business Performance (Finance Risk Compliance Change HR) of the business unit and advise the COO of any possible deviations and the actions that have been created by the business unit seniors to address these Oversee the management of the Operations office to ensure smooth operations and that resources are available and operating effectively Approve business proposals by reviewing analysing and interpreting proposals presented in line with the mandate delegated by the COO In the event of major issues in the business unit act as crisis coordinator and allocate tasks to the crisis teams Continuously monitor the potential impact of new tactical plans on the reputational risk of the business unit and the Bank and advise seniors in the business on appropriate action to take to minimise the risk Prepare the key themes presentations and reviews for the BU Head and assist with detailed content when required Evaluate all material and communication prior to it being reviewed by the COO ensuring that context analysis and the views of the respective areas are collated filtered and summarised in a concise manner Working with the Operating Model Leads and finance ensure reporting requirements to Absa Absa CIB Africa and Barclays Executive teams are met on time and to the highest quality Encourage frequent knowledge sharing between teams. Establish and maintain a succession plan for the teams. Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year. Track the delivery of the team and achievements against the team s annual goals Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team Competencies: Deciding and initiating action Learning and researching Entrepreneurial and commercial thinking Relating and networking Adapting and responding to change Persuading and influencing Creating and innovating Knowledge and Expertise Report writing Level Finance Level Communication Level Analytical Level Co-ordinating Level Networking Level Report Writing Level P reference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status General The appointment will be made in line with the Divisional Employment Equity strategy
PURPOSE OF THE JOB To manage a team of claims managers to ensure claims operations and profitability with the Insurance Service Centre (ISC) environment. Work with claims managers in the team to achieve excellent business results through continuous people development and mentoring activities. Achieve client satisfaction through effective leadership of staff i.e. through the formulation and implementation of initiatives Explain targets to all direct reports and take accountability Allocate duties to team members in order to achieve operational targets Provide focus on profitability measures in terms of claims spent and act as support for the Head of ISC. Monitor the financial movements of claims by collating claims paid estimates. Ensure excellent client service (e.g. ensure CSI targets are above 80%) Ensure that all actions taken by staff relating to the claims process are executed within the agreed timelines as stipulated in various service level agreements Implement and monitor all service initiatives by obtaining the buy in of all the relevant stakeholders. Assist with and manage all queries escalated by staff brokers clients or service providers Manage and monitor that all complaints including Ombudsman CEO and Action Line complaints received pertaining Ensure sufficient feedback regarding Ombudsman CEO and Action Line complaints are provided via e-mail to the Customer Service department within timelines Perform people management functions including but not limited to: o workforce and recruitment demand planning o recruitment o talent management and succession planning o mentoring and coaching o management of discipline and grievances o performance development o reward and recognition management o training and development Review and update the department s organisation structure and role profiles regularly Ensure that Code of Good Practice targets are met for the team Ensure satisfactory service delivery and equal distribution of workloads in the teams Manage cost within approved budget Ensure compliance to Absa policies legislation and regulations and that all staff compliance training and attestations are in place COMPETENCIES Working with people Persuading and influencing Analysing Deciding and initiating action Planning and organising Leading and supervising Adhering to principles and values Writing and reporting GENERAL The appointment will be made in line with the Divisional Employment Equity strategy
Job purpose To lead a Category 1 2 or 3 Retail branch in driving and delivering exceptional Retail business performance through the provision of excellent sales and service management influential leadership team development and achievement of operational excellence. Key Responsibilities Agree targets and take accountability for the overall achievement of Retail performance objectives for the branch Active involvement and accountability for making purchase or refund business decisions within set limits Use own discretion to waive certain account opening or loan application credit criteria Ensure compliance with operations risk and rigour requirements Audit and conduct regular quality checks on all processes Take ownership of the query or complaint resolution process Undertake root cause analysis of Customer satisfaction measure results and create action plans Ensure all customer contact points in the branch including equipment are of the highest quality service standard Drive the Sales Performance of the Branch Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings Ensure that merchandising materials are displayed in accordance with guidelines Provide regular feedback on sales performance Provide feedback on the performance or service delivery of external service providers to the RM and head office sourcing Identify requirements for IT changes create change requests and liaise with IT for implementation Provide cover for Branch Managers at other outlets when required Provide input into the Regional Leadership Forum (RLF) and Branch Leadership Forum (BLF) and strategic plan for Retail Ensure satisfactory service delivery and equal distribution of workloads in the teams Manage cost within approved budget Ensure compliance to Absa policies legislation and regulations and that all staff compliance training and attestations are in place Review and update the branch organisation structure and role profiles regularly Ensure that Code of Good Practice (CoGP) targets are met for the branch Perform people management functions including but not limited to: o workforce and recruitment demand planning o recruitment o talent management and succession planning o mentoring and coaching o management of discipline and grievances o performance development o reward and recognition management o training and development General The appointment will be made in line with the Absa Employment Equity strategy
Job Purpose To grow the Bank customer base through acquisition and increased customer profitability of the identified portfolio. Gain new customers and increase portfolios of current customers through proactive attraction cross-selling and retention Key Responsibilities Address customer needs by providing appropriate banking advice and guidance Extend customer relationships to relevant parties to address customer needs Achieve contracted sales targets according to sub-segment objectives Act as a single point of reference to appropriately channel the customer Be accountable for end to end sales fulfilment Selectively acquire potentially profitable customers by converting qualified leads into a sale Retain cross-sell and expand utilisation of products and services by converting qualified leads into sales Execute World Class Management Practices Identify sales gaps implement and execute corrective action plans and identify external sales opportunities Build network relationships with internal and external stakeholders to ensure realisation of clients needs Ensure effective implementation and support to national and localised sales campaigns Manage own career and personal development by ensuring product increase knowledge Form part of Buddy Teams and assist each other with leads Ensure compliance to the Bank policies and procedures Sign off and adhere to the applicable Sales and Service Standards Adhere to legislative requirements e.g. FAIS Financial Intelligence Centre Act (FICA) Customer Acceptance Screening Application (CASA) Record of Advice (ROA) National Credit Act (NCA ) etc. Adhere to Sales Audit requirements e.g. outstanding securities completion of sales registers etc Ensure fraud is detected e.g. employment documents etc Ensure customer satisfaction by delivering exceptional customer service Accurately determine Customer needs through interaction with the client Log complaints and complements on Customer Care Process (CCP) system as per policy and procedure Competencies Working with people Relating and networking Persuading and influencing Applying expertise and technology Delivering results and meeting customer expectations Coping with pressure and setbacks Achieving personal work goals and objectives Entrepreneurial and commercial thinking General The appointment will be made in line with the Divisional Employment Equity strategy
PURPOSE OF THE JOB To develop implement and maintain a claims cost control (CCC) strategy and contribute to the development of strategy for all product lines within Absa Insurance. Operationalize the strategy in alignment with AI s strategy and operating model in order to maximise profitability Agree targets and take overall responsibility for the achievement of Claims Cost Control objectives Employee Satisfaction Customer Experience Claims Cost performance Return on Investment Risk Compliance and Governance requirements Approve capital expenditure items within mandate and ensure that proper processes are followed for the acquisition of capital items such as computers and furniture for the department Continuously review the effectiveness of systems and processes in use in the business area and ensure that required improvements take place Define the measurement criteria (balanced scorecard components) for Claims Cost Control and contribute to the determination of measurements for AI as a whole. Agree action plans with areas that are not making their targets and monitor their progress. Ensure that the contracts with relevant parties are reviewed on an annual basis and managed quarterly through service review meetings. Work towards the development of an activity based costing model to recover fees for services rendered internally. Engage with senior managers within AI to understand their Clusters Claims Cost Control requirements. Provide subject expertise to help senior managers identify areas for improvement for claims cost control ranging from product development operational processing risk assessment underwriting recoveries and other claims cost control practices. Translate the requirements into operational business plans and obtain formal agreement from the seniors as certain elements (for example product changes) will not be implemented by the claims cost control team. Develop and implement measures to improve the third party / recovery ratio salvage ratio & claims savings ratio per product. Define reasonable improvement targets together with senior managers in the team and agree final targets with responsible Exco Members. Put mechanisms in place to measure progress towards achieving the targets and implement corrective actions for shortfalls. Benchmark these measures against the performance of the industry. Develop and implement measures to minimise claims cost per product or peril. Develop and agree appropriate benchmarks for measuring improvement in claims cost control (e.g. % of inflation). Work with industry forums (for example SA Insurance Association SAICB) to develop industry-wide measures to address claims cost. Work with AIFA and High Net Worth clients during the investigation and assessment of high value claims. Oversee the team responsible for selecting and contracting new service providers in conjunction with Group Sourcing. Service providers include parts manufacturers panel beaters salvage yards towing companies household goods suppliers etc. Lead negotiations with national providers of these services to ensure reduced prices and improved service levels. Ensure that robust service level agreements are in place for all providers and that they incorporate best of industry customer service levels. Ensure that providers provide adequate management information to measure their performance. Ensure that performance shortfalls are addressed at the most senior level in those companies. Decide whether continued poor performance of a service provider warrants cancellation of their contract. Work with Group Sourcing and Legal to ensure that risks related to exit arrangements are mitigated and take the required actions to cancel the contracts. Monitor and benchmark whether procurement actions are producing the savings that are envisaged and make necessary changes where relevant Ensure that the Business Continuity Tool is updated regularly ad signed off annually in consultation with the BCM Coordinator. Ensure that the BCM Plan for the area is tested as required and corrective actions executed. Ensure that processes that impact the area are mapped and understood by all members of the team Own and agree corrective action items with internal audit and management assurance for items related to this area. Working with managers in the team develop Risk and Control Assessments for the claims cost control area and update at the required intervals (normally quarterly). Complete attestations to testify to the adequacy of controls on request. Ensure that managers in the team understand their responsibilities for physical and systems access control. Review a sample of employees on a monthly basis to ensure that they only have access to the areas that are required for their roles and that exited employees have returned all access cards and that systems access has been removed. Take disciplinary action against line managers who do not take the required precautions. Work with managers in the team to achieve excellent business results through continuous people development and mentoring activities Ensure the development of a high performing team through embedding formal Performance Development and informal coaching Coach direct reports on how to conduct meaningful Performance Development discussions with their direct reports and ensure that they conduct the process Design and analyse training and development needs for managers and ensure that they do the same for their teams Establish and maintain a succession plan for this role and the next level of management using the formal Talent Management process for identified talent and an informal process for remaining roles With the support from the HR Business Partner interview and recruit direct reports and provide support for them during recruitment of their teams on request Ensure that managers create effective workforce plans and recruitment demand plans for their areas Review requests from managers in the team for headcount changes. Recommend approve or decline the request or escalate to the MD Absa Insurance COMPETENCIES Deciding and initiating action Analysing Leading and supervising Applying expertise and technology Working with people Analysing Relating and networking Planning and organising Presenting and communicating information GENERAL The appointment will be made in line with the Divisional Employment Equity strategy
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