Salesforce Operations Excellence Lead

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

This is more than an operations role. You'll build a data-driven, AI-enabled capability that connects strategy, delivery, platform health, engineering, adoption and measurable business value.

• AI-first: Embed approved AI capabilities into operations, decision-making and productivity.
• Data-first: Create trusted operational intelligence for faster, evidence-led decisions.
• Automation-first: Digitise manual processes, reporting, controls and repetitive activities.
• Native-first: Maximise standard Salesforce capabilities before customising.
• Value-led: Connect investment and delivery to adoption, client outcomes and business value.

• Establish a Salesforce Operations Brain Centre connecting strategy, programmes, engineering, releases, platform health, risk, adoption and ROI.
• Design and continuously improve the end-to-end Salesforce technology operating model.
• Connect strategy and CIO commitments to OKRs, roadmaps, delivery, adoption and outcomes.
• Drive excellence across DevSecOps, testing, security, releases and resilience.
• Replace fragmented, retrospective reporting with meaningful telemetry and executive insight.
• Improve Salesforce investment and licence utilisation while reducing unnecessary customisation and technical debt.
• Build organisational Salesforce capability through digital change, Trailhead learning and communities of practice.

• 10+ years of experience across enterprise technology, operations, programme leadership, capability management or digital transformation.
• Experience leading complex Salesforce or enterprise cloud transformation.
• Strong knowledge of technology operating models, Agile and modern DevSecOps.
• Experience using data, AI and automation to improve technology operations.
• Strong programme, portfolio, governance and value-realisation capability.
• The ability to turn complex technology information into clear executive insight.
• A passion for building high-performing teams and sustainable organisational capability.
• Experience in Corporate & Investment Banking, regulated financial services or complex Pan-African/global environments would be advantageous.

Salesforce is evolving from a traditional CRM into a strategic Client Engagement Platform. This role will build the intelligent operating capability behind that transformation, connecting people, process, technology, data and AI to deliver better client and business outcomes.

Education