Specialist: Operations (Absa Rewards/Loyalty Programmes)

Absa is seeking a dedicated Operations Specialist to join their team in Johannesburg. This role is integral to the smooth functioning of Absa's Rewards and Loyalty Programmes, demanding a blend of specialist operational knowledge, a commitment to continuous improvement, and a keen eye for risk and compliance. If you have a passion for optimizing operations and a proven track record in a similar environment, this opportunity might be the next step in your career.

About the Role

As an Operations Specialist within Absa's Rewards and Loyalty Programmes division, you will be the go-to person for expert advice and support. Your primary responsibility will be to ensure the sound delivery of operational and administrative services that underpin these crucial customer-facing programmes. This involves providing deep operational insight, actively contributing to business transformation initiatives, and upholding stringent risk and governance standards. You will be instrumental in delivering effective administration and reporting, all aligned with the company's overarching business objectives and commitment to a positive customer experience.

This multifaceted role requires a proactive and analytical approach. Key responsibilities include:

• **Providing Specialist Operational Expertise:** Offering insightful advice and guidance on operational processes, systems, and procedures within the Rewards and Loyalty context. Acting as a trusted advisor to stakeholders, you will ensure consistent and effective operational outcomes by applying your specialised knowledge.
• **Driving Change Management:** Serving as a Subject Matter Expert (SME) for operational changes and transformation projects. You will support the implementation of process enhancements, system upgrades, and business transformation programmes, facilitating stakeholder buy-in and adoption of new operational models.
• **Championing Continuous Improvement:** Identifying opportunities to streamline operations, boost efficiency, and drive operational excellence through innovative practices and the implementation of best practices. You'll analyse performance trends and recommend sustainable improvements to enhance the customer experience.
• **Ensuring Risk Management and Compliance:** Upholding adherence to all regulatory, governance, risk, and compliance requirements. This includes maintaining robust operational controls, quality standards, and audit readiness, while proactively identifying and mitigating operational risks.
• **Delivering Administration and Reporting Excellence:** Providing accurate and timely administrative support for all operational activities. You will establish and maintain effective tracking, monitoring, and reporting mechanisms, ensuring the integrity and accuracy of operational records and management information.
• **Fostering Stakeholder and Customer Focus:** Building and nurturing strong relationships with both internal and external stakeholders. You will effectively address operational queries and service requests, ensuring a positive experience for customers and colleagues alike, and collaborating across teams to achieve service excellence.
• **Strategic Planning and Organisation:** Effectively managing multiple priorities to ensure deadlines, service levels, and operational targets are consistently met. This involves demonstrating strong coordination, execution, and organisational capabilities in a dynamic operational environment.
• **Analytical Thinking and Problem Solving:** Utilising data and operational insights to identify root causes of issues and develop effective solutions. You will make informed decisions that support business objectives and anticipate potential problems, implementing preventative measures.

What They're Looking For

To excel in this role, candidates should possess a strong foundation in business-related studies, typically demonstrated by a Bachelor's Degree or an equivalent NQF Level 7 qualification. A minimum of two to three years of experience in a similar operational environment is essential, with a particular understanding of loyalty programme operations being highly advantageous.

Successful candidates will demonstrate:

• A thorough understanding of operational processes, controls, and service delivery within a Rewards or Loyalty context.
• Proven ability to act as a Subject Matter Expert (SME) and contribute to change management initiatives.
• A proactive approach to identifying and implementing continuous improvement opportunities.
• A strong commitment to risk management, governance, and compliance.
• Excellent administrative and reporting skills, with meticulous attention to detail.
• Effective stakeholder management and customer service capabilities.
• Strong planning, organising, analytical, and problem-solving skills.
• A high degree of accountability and ownership for operational outcomes.

In South Africa, specialist operational roles within large financial institutions like Absa often command competitive salaries, with remuneration packages varying based on experience and the specific complexities of the programmes managed. Such positions are typically found within the retail banking sector, offering a clear career progression path into more senior operations management or programme management roles. Absa, as a major employer, is committed to fostering a diverse workforce and adhering to the principles of the Employment Equity Act.

Requirements:

• Minimum B Degree/NQF 7 or equivalent in business related studies
• Minimum 2 to 3 years experience in a similar operations environment

Key performance areas/responsibilities

Specialist Operational Expertise

 

·       Provides specialist operational knowledge, advice, and guidance to resolve business issues

efficiently.

·       Acts as a trusted advisor to stakeholders on operational processes, systems, and procedures.

·       Demonstrates a strong understanding of Rewards operations, controls, and service delivery

requirements.

·       Applies specialist expertise to ensure consistent and effective operational outcomes.

 

Change Management & SME Capability

 

·       Serves as a Subject Matter Expert (SME) for operational change and transformation initiatives.

·       Supports the implementation of process improvements, system enhancements, and business

transformation programmes.

·       Facilitates stakeholder understanding and adoption of new operating models and processes.

·       Contributes specialist input to change programmes to ensure successful business outcomes.

 

Continuous Improvement

 

·       Proactively identifies opportunities to streamline processes and improve operational efficiency.

·       Drives operational excellence through innovation, optimisation, and best practice

implementation.

·       Analyses operational performance trends and recommends sustainable improvements.

·       Supports a culture of continuous improvement and enhanced customer experience.

 

Risk Management & Compliance

 

·       Ensures adherence to all regulatory, governance, risk, and compliance requirements.

·       Maintains robust operational controls, quality standards, and audit readiness.

·       Identifies, escalates, and mitigates operational risks proactively.

·       Ensures all activities are executed within established risk and control frameworks.

 

Administration & Reporting Excellence

 

·       Delivers accurate, timely, and effective administrative support across operational activities.

·       Maintains effective tracking, monitoring, and reporting mechanisms.

·       Produces accurate management information and operational reports.

·       Ensures completeness, integrity, and accuracy of operational records and documentation.

 

Stakeholder & Customer Focus

 

·       Builds and maintains strong relationships with internal and external stakeholders.

·       Responds effectively to operational queries, challenges, and service requests.

·       Consistently delivers a positive customer and colleague experience.

·       Collaborates across teams to achieve business objectives and service excellence.

 

Planning & Organising

 

·       Manages multiple priorities while maintaining accuracy, quality, and efficiency.

·       Ensures deadlines, service levels, and operational targets are consistently achieved.

·       Demonstrates strong coordination, execution, and organisational capabilities.

·       Effectively balances operational demands in a dynamic environment.

 

Analytical Thinking & Problem Solving

 

·       Uses data, reporting, and operational insights to identify root causes and solutions.

·       Makes informed decisions that support business objectives and customer outcomes.

·       Anticipates potential issues and implements preventative measures.

·       Applies logical and structured thinking to resolve complex operational challenges.

 

Accountability & Ownership

·       Takes responsibility for operational outcomes, service delivery, and quality standards.

·       Demonstrates integrity, reliability, and commitment to achieving results.

·       Delivers on commitments with minimal supervision.

·       Shows ownership of issues through to resolution and continuous improvement.

Education

Bachelor`s Degrees and Advanced Diplomas: 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