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Job Summary

• The Head of Digi Banking – Business will lead the growth and expansion of Absa’s digital customer base across both individuals and businesses in Mauritius. This leadership role carries direct responsibility for driving acquisition, retention, and monetisation of digital customers while strengthening Absa’s market presence, brand recall, and customer trust in the digital space.
• The role demands a strong balance of strategic foresight, business development, sales leadership, digital marketing, and customer success orientation. The incumbent will work closely with sales, product, operations, and marketing teams to deliver a unified, always-on digital banking experience.

Job Description

Drive Digital Business Development

• Own sales performance and P&L responsibility for both retail and SME digital business verticals.

• Achieve financial and adoption targets across all digital products through deep collaboration and ownership.

•  Expand Absa’s digital footprint by introducing scalable business models, customer-first experiences, and innovative web, mobile, and open banking solutions.

•  Manage sales performance across acquisition, revenue growth, retention, and customer experience for both B2C and B2B clients.

• Forge external alliances (corporates, fintechs, telcos, merchants) to grow digital adoption and revenue streams.

• Lead self-service e-KYC and digital onboarding across customer segments, streamlining processes to reduce costs and improve turnaround time.

• Propose, upsell, and right-sell products through lifecycle management, telesales, and digital channels.

Create Digital Operating Model and product distribution strategy

Prepare for product launch and go-to-market strategy

• Prepare all internal stakeholders before the launch with necessary trainings, webinars, demo, internal communication, FAQs etc.

• Envisage and document detailed marketing calendar for customers in collaboration with the Marketing Team. Drive the promotional mix component, the range of promotional elements from which digital products will be communicated to existing and potential customers including tele-sales, digital advertising, sales promotion, publicity etc.

• Monitor the impact of campaigns on digital sales, adoption and commercialisation, including strategic objectives, audience to be reached, size of the market, the message or product to be promoted and relative cost and benefits

• Create excitement and buzz around the launch of the digital project both internally and externally

• Train a set of ‘go-to’ persons or solution and create TAT based escalation matrix for any queries / feedback

• Closely monitor and report adoption for smooth transition to the change

Digital Channels Product Distribution and Fulfilment

• Responsible for designing the end-to-end digital fulfilment process or operating model including sales funnel tracking up to account opening and customer lifecycle management

• Build and manage the digital operating model including merchant success team for drop-offs / in-person KYC/delivery, streamlined lean operations team, virtual relationship management and client servicing teams etc.

• Planning and detailing each operation required for consistent service promise results, such as staffing levels per product, to realise intended benefits associated with customer service and sales.

• Quality control—continuous checking and evaluation of fulfilment processes, operations and service.

• Responsible for the performance management of fulfilment. Motivated by the desire to improve profit margins and secure customer loyalty through convenience and distribution exclusivity, assumes significant control over the fulfilment process, principally by determining the quality of delivery.

• Drive the required changes in the value chain with fulfilment and operations adhering to strict performance criteria, particularly in relation to response time, product quality standards, and availability levels

• Integrate physical and digital distribution model to build a cohesive phygital strategy by leveraging the power of people and digital across all channels, operations in a way to significantly cuts costs and deliver increased value to customers.

Partner in Customer Success – Deliver Always-ON Customer Experience

• Always have a “Customer” first attitude and ensure all customer queries / calls are attended to on top-priority.

• Provide the Product team with customers’ feedback to help identify potential new features or products.

• Monitor the gaps which comes in the way customer experience or internal process or system issues and continuously feedback the project teams with innovations & suggestions to improve the product / process

• Act on customer feedback and internal stakeholders’ feedback to constantly improve the product proposition. 

• Participate in internal brain-storming sessions for development of new products and services or amendment to existing services

• Regular internal follow-ups for open customer issues and ensure that customer’s TAT is not impacted by providing alternative or workaround solutions to get the work done.

• Facilitate a customer obsession culture within and across teams for the long term success of the brand and continuous business growth

• Ensure regular and proactive communication with the customers on all initiatives, plans and practices

• Provide insights, key learning’s and digital behavioural trends to relevant stakeholders on digital projects

Stakeholder Management

• Build and maintain strong stakeholder relationships by working closely with key internal support and control stakeholders (Branches, virtual relationship hub, business intelligence, product managers, Risk, Compliance and Legal) to ideate, build and manage smooth processes related to digital businesses.

• Collaborate with other team members to analyse client requirements and develop customised solutions for payments, investment, asset and liability banking products etc.

• Manage vendors and be able to liaise with external stakeholders as the projects may require. Proactively develop relationships with key external stakeholders and vendors and key clients and external regulatory bodies

• Have the ability to present to and influence senior stakeholders to quickly be able to drive process changes across the Bank

• Regularly communicate the Digital Bank vision and direction to all stakeholders, including the team.

• Drive the system towards service quality standards in an efficient operation where risks are well controlled (through product process re-engineering)

Strategy Development and implementation

• Leading and developing the Digital Engagement strategy and execution across all customer touch points. Defining relevant channel, audience and content strategies and manage a continuous, meticulously planned and documented execution plan

• Co-create a strategic Digital business roadmap and generate ideas towards achieving results in line with the overall strategy, architecting the digital roadmap for the digitization of the Retail customer journeys for service and product delivery

• Maintain competitor benchmarking for a superior and consistent customer experience. Responsible for developing adequate defensive strategies in order to secure customer loyalty, leverage competitive advantage, gain inspiration and ideas from competitor’s strengths, and be prepared for any new initiatives that the competition may adopt.

• Development of distinct competitive advantage in terms of digital customer value proposition, operating model, products, payments, channels and features ranges. Also, creation of possible new market segments and niches.

• Create digital sales campaign for all digital products and services to provide superior and compelling customer experience including sales pitch, marketing campaigns, roadshows etc.

• Implement customer engagement plan through calendarised e-mail, SMS, whatsapp etc. communication. Lead and manage on-going digital sustainability campaigns including SEO/SEM, marketing database, email, social media and/or display advertising campaigns, brainstorm new and creative growth strategies

Control and Governance

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

• On a monthly basis review all reported incidents or risk events together with supporting investigating documents. Identify high-risk areas and create mechanisms to address risks in future.

• Ensure that adequate controls are in place and drive a culture of proactive compliance in the function.

• Determine action plans to effectively reduce and manage risk issues related to Absa Internal Audit findings, Management Assurance findings, Compliance issues, SOX requirements and operational risk.

• Ensure that there are zero findings on internal, external or regulatory audit

Role / Person Specification

Education and Experience Required

• Digital-first mindset

• Should preferably be a Graduate with more than 8 years of prior experience in a similar role

• Experience in dealing with customers to ensure high-quality interaction management and query handling.

• Passion for customer success and deep interest in understanding client needs.

• Must have a strong knowledge on MS Excel

• Strong Marketing skills

• Be able to deal with unclear requests and high volume of requests

• Ability to work under time and target pressure

• Strong interpersonal & communication skills

• Strong relationship management skills

• Strong problem-solving skills

• Strong digital acumen

Knowledge & Skills: (Maximum of 6)

• Makes prompt clear decisions (Advanced)

• Takes responsibility for actions, projects & people (Advanced)

• Takes initiative, act confidently, works independently (Expert)

• Initiates and generates activity (Advanced)

• Keeps up to date with competitor info (Advanced)

• Relevant business and technology knowledge (Advanced)

• Displays leadership(Advanced)

• Demonstrates integrity (Advanced)required

Competencies: (Maximum of 5 competencies)

• Deciding and initiating action

• Adapting and responding to change

• Entrepreneurial and commercial thinking

• Relating and networking

• Persuading and influencing

• Creating and innovating

• Working with people

Education

Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)