Lead: Colleague Enablement Engineering

Job Summary

Head of End User Experience leads the effort to define, establish, maintain and communicate End User Experience Services across Absa Group with focus on the full Technology landscape. Provide technology leadership aligned with the Business, in support of all implementation initiatives in order to support the execution of CIO Strategy, vision and targets. Accountable for the end to end delivery of all EUE services (Desktop Services, Messaging & Mobile, Print Services, Client Experiences, VIP and Hi-Care Services, Media and Voice Services, Service Desk, Software Deployment and Security Updates) across the Absa. Ensure high levels of customer satisfaction by proactively driving exceptional levels of performance at the same times as delivering cost efficiency and operational stability.

Job Description

This role is accountable for managing and advancing support of end user service requests and technologies. Implements operational best practices and continuous Service Management improvement. Ensures service levels are met and end-user satisfaction is achieved. Unlock additional colleague value to the Group by equipping workforces with fit-for purpose enablement tools and support functionality. Enable more holistic management and delivery of all Colleague associated technology across the organisation as well as driving the future strategy of the end user estate.

 

 

Key Accountabilities:

 

Leadership Key Responsibilities

• Leadership, vision and influence over the strategic direction of the CEE services.
• Delivery / total accountability of the CEE technical infrastructure and operational services to agreed levels, quality and cost to the organization
• Manage changes impacting the team and organization, effectively minimizing risk and exposure
• Stay abreast of industry and operational trends and role players and ensure that the department is well positioned to provide competitive and industry leading services.

Accountability: People and Performance Development

• Take steps to ensure sound HR practices and adherence to Group policies and standards within the business unit/function.
• Development, Equality and Diversity, Disciplinary and Grievance in respect staff of staff line managed.
• Review and update the department’s organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed.

Accountability: Drive Service Levels

• Increase revenue potential for the business by effectively managing service levels of critical applications
• Implement actions resulting from formalized service reviews (including questionnaires, production reporting, loss event reporting, etc.).
• Adhere to and chair governance structures and frameworks to ensure effective customer management including actively participating in all internal client reviews from a service perspective.
• Where applicable, and within control, external vendors also need to be effectively managed.

Accountability: Manage resources and Budget

• Work with Technology Offices, business stakeholders and engineering teams to map out demand forecasts and manage delivery.
• Sign off capital expenditure within budget. This includes approving purchase or sell decisions for desktop computers, laptops, departmental equipment etc.
• Manage departmental budgets including signing off of invoices and quotes within mandate. Escalate out of budgets items to the relevant parties for approval

Accountability: Risk and Control

• Has a wide network within the organization and shows integrity while addressing challenging situations; experienced at implementing or managing function-wide risk management processes and tools.
• Owns and manages the CEE budget. Manage with budgeting software tools, can explain variances and make adjustments; experienced at sizing workload and resources in multi-areas projects; proven experience in commercial negotiation with external suppliers and customers
• Actively identifies and mitigates risks while weighting the pros and cons of various risk management models.

 

Minimum requirements:

 

Education:

Actively identifies and mitigates risks while weighting the pros and cons of various risk management models.

 

Preferred Experience:

• At least 10 years within an end user environment in a financial services organisation.
• Strong Engineering experience
• Strong experience in contributing to and implementing long-term strategies, collaborating and promoting integration across value chains, dealing with external stakeholders, driving human centricity, and leading a senior team is essential.
• Knowledge of end user related concepts and experience

 

 

Knowledge and Skills:

 

• Sound business acumen and judgement and awareness of developments in the marketplace (economic, socio-political, technological and regulatory) considering revenue, risk and cost implications in deploying leadership and learning processes and practices
• Strategic thinking – ability to consider issues broadly and develop strategies to achieve critical outcomes
• Ability to influence and empower the broader people community to implement a comprehensive total rewards strategy aligned with the organisation's goals and objectives.
• Strong interpersonal and communication skills with the ability to build relationships and influence stakeholders at all levels
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities
• Demonstrated leadership skills and effective team management
• High self-awareness, situational awareness and integrity
• The ability to ensure high standards of quality and service delivery to meet and exceed client expectations
• The ability to explore, identify and implement new and creative ways to improve processes, products, services, practices, customer value, organisational effectiveness and culture.

Education

Bachelor's Degree: Information Technology

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