Talent.com
This job offer is not available in your country.
Executive : Sales and Service VC

Executive : Sales and Service VC

Absa Group LimitedZA
30+ days ago
Job description

Job title : Executive : Sales and Service VC

Job Location : Gauteng,

Deadline : September 30, 2025

Quick Recommended Links

  • Jobs by Location
  • Job by industries

Job Summary

  • The Executive : Executive Sales & Service VC is a value generating role reporting into the Chief Operations Officer (COO). This role is dedicated to spearheading the virtual channel sales and service strategy for Business Banking, ensuring exceptional performance in inbound and outbound sales as well as client servicing.
  • It is responsible for driving customer acquisition, enhancing servicing capabilities, boosting cross-sell opportunities, and achieving satisfaction goals through virtual engagement that is digital-first and powered by data.
  • The incumbent’s mandate includes transforming the virtual channel into a modern, intelligent, and always-available component of the Business Banking Omnichannel experience, tailored to meet clients where they are.
  • By leveraging innovative solutions, fostering stakeholder collaboration, and ensuring operational alignment, this role focuses on optimising channel productivity, embedding service excellence, and delivering outstanding commercial results.
  • As a Senior Executive in the Absa Business Banking Chief Operations Office, you will excel in commercializing and monetizing strategies with a strong financial acumen.
  • Your ability to leverage digital tools and technology to automate processes and generate commercial value will be paramount. With a focus on efficiency driven by automation, digitization, and cost optimization, you will consistently create demonstrated value for our clients.

    • Job Description

    KEY FOCUS AREAS

    Sales and Service Leadership

  • Lead, inspire and grow high-performing sales and service teams across virtual touchpoints – digital drop offs.
  • Achieve defined revenue, customer acquisition, and cross-sell targets.
  • Co-design and implement inbound and outbound virtual campaign strategies aligned to business priorities with the Segments.
  • Use customer intelligence to provide insights to tailor solutions that increase wallet share and customer stickiness.

    • Channel Transformation and Integration

  • Drive the virtual channel transformation roadmap, embedding agentic AI, robotics automation, and NLP to improve efficiency, quality and experience.
  • Champion the virtual channel’s integration into the wider omnichannel strategy, enabling seamless customer journeys across voice, human-assisted and in-person touchpoints.
  • Ensure CRM platforms and campaign tools are optimally leveraged to drive proactive and context-aware engagement.

    • Technology, Data and Insights Enablement

  • Collaborate with data and analytics teams to harness predictive insights that shape customer interactions.
  • Continuously optimise processes, campaigns, and scripts usings real-time data and feedback loops.
  • Lead efforts to simplify customer journeys, reducing duplicated engagements and service friction.

    • Operational Excellence

  • Ensure quality assurance, complicance, and risk management standards are met across all virtual interactions.
  • Partner with business operations, product, and technology teams to resolve pain points, eliminate manual interventions, and reduce unnecessary contact volumes.
  • Drive automation of routine queries and transactions, freeing up human capacity for high value transactions.

    • ACCOUNTABILITIES

    Strategy Formulation and Execution

  • Develop and lead the sales and service strategy aligned with customer lifecycle and business goals.
  • Shape integrated execution plans that drive acquisition, retention, and commercial growth.
  • Translate long-term strategic objectives into aligned business plans, execution roadmaps and key milestone measurements for the business area.
  • Cascade strategic goals and ensure alignment between business unit vision and functional implementation priorities, setting clear short, medium and long-term milestones.
  • Develop effective partnerships to enable business performance and contribute to sector-wide influence aligned with strategic initiatives.
  • Respond to emerging policy and regulatory trends by adapting operational strategy and ensuring compliance alignment.
  • Coordinate business enablement efforts for Business Banking ensuring delivery capability across systems, processes, and teams.
  • Track execution progress against key strategic initiatives and intervene to correct course where needed.
  • Support transformation initiatives through structured programme delivery and change management practices.
  • Provide expert advice and support in operating model, strategy, and value chain formulation and delivery alignment.
  • Identify practices and technologies that provide competitive advantage and enable knowledge sharing and integration of practice areas.
  • Undertake analysis of management and specialist information and guide reporting tool implementation to improve decision-making quality.

    • Customer Primacy

  • Embed customer-centric practices across sales and service channels to enhance experience and loyalty.
  • Use customer insights to inform service improvements and sales enablement strategies.
  • Interpret market and customer insights to inform operational plans and prioritise capability investments.
  • Utilise customer data to improve processes and propositions, ensuring measurable customer value delivery.
  • Instil customer-centric decision-making in teams, balancing experience and efficiency targets.
  • Implement initiatives that improve customer engagement and retention through operational enhancements.
  • Coordinate cross-functional initiatives to deliver consistent customer journeys and service quality.
  • Represent the voice of the customer within leadership forums to influence service delivery priorities.
  • Plan and deliver services that create a culture which aims to exceed customer expectations in all aspects of the business.
  • Provide expertise in designing integrated frameworks to embed service excellence.

    • Sustainable Growth

  • Drive sustainable growth through targeted sales campaigns and service excellence initiatives.
  • Align sales and service performance with long-term business viability and strategic priorities.
  • Develop business area growth plans aligned to segment and enterprise priorities.
  • Work with business partners to define and execute on growth strategies and operational initiatives.
  • Mobilise functional teams to deliver growth targets and embed performance accountability.
  • Monitor growth delivery, resolving barriers and reinforcing strategic objectives at operational levels.
  • Evaluate financial and customer returns on initiatives to ensure alignment with business viability.
  • Formulate and develop multi-function operating frameworks that contribute to sustainable growth.

    • Client-Driven Innovation and Change

  • Lead innovation in sales and service delivery through digital tools and agile practices.
  • Implement change initiatives that enhance customer engagement and operational efficiency.
  • Monitor competitive landscape and identify opportunities to improve products, services, or operations.
  • Drive continuous improvement and innovation within the team to enhance customer outcomes.
  • Shape client experience initiatives through project ownership and delivery responsibility.
  • Lead operational change, ensuring readiness, engagement, and measured impact across delivery teams.
  • Influence and communicate across all levels of the business to minimise resistance to change and ensure onboarding of target audiences.
  • Scan the external environment to investigate alternative delivery models and offer innovative advice for competitive advantage.
  • Drive change management activities across a single value chain for optimal adoption of change.

    • Leading Talent

  • Build and lead high-performing sales and service teams with expertise in customer engagement.
  • Develop internal capability through structured training, coaching, and leadership development.
  • Embed people processes and values into business routines, reinforcing a strong leadership culture.
  • Develop workforce capabilities to meet business plan execution requirements and future readiness.
  • Create inclusive team environments that support performance, wellbeing, and growth.
  • Address escalated people issues and ensure application of performance and development processes.
  • Develop future leaders through mentorship, stretch assignments, and tailored development experiences.
  • Provide expertise and advice in the development and implementation of human capability and accountability frameworks across functions.
  • Direct the development and implementation of human capability strategies to support people management priorities.

    • Operational Effectiveness

  • Establish and manage frameworks that ensure consistent sales and service execution.
  • Monitor performance metrics and drive continuous improvement in delivery outcomes.
  • Operationalise strategic goals into functional plans with clear deliverables, timelines, scorecards with team and individual KPIs to enable effective tracking of business and individual performance.
  • Set appropriate financial and other resourcing plans to enable business performance, tracking against budgets and investments for both current and long-term strategic goals.
  • Ensure integration across business units by resolving operational friction and dependencies.
  • Represent the business area in operational forums and with delivery partners.
  • Leverage data insights to improve operational effectiveness and customer outcomes.
  • Continuously improve processes for agility, quality, and alignment with customer needs and digital tools.
  • Identify problems and formulate alternate solutions to resolve value chain conflicts.
  • Provide expert advice on operating model, strategy, value chain formulation, and business controls / governance frameworks.

    • Digital Adoption

  • Champion digital adoption across sales and service channels to improve efficiency and customer experience.
  • Ensure technology solutions are integrated with business processes and support strategic agility.
  • Execute digital initiatives and promote adoption of technologies that improve efficiency and user experience.
  • Monitor digital platform performance and ensure integration with business processes and outcomes.
  • Deliberately identify opportunities to digitise, automate, and implement solutions for customer primacy, innovation, and operational effectiveness.

    • Good Governance, Risk and Compliance

  • Embed governance and risk frameworks into sales and service operations.
  • Ensure compliance with regulatory and internal control requirements across all initiatives.
  • Implement governance, risk, and compliance frameworks in business processes and team routines.
  • Promote risk awareness and lead the response to regulatory changes and emerging issues.
  • Support audit readiness and ensure operational teams adhere to compliance requirements.
  • Define and consolidate the risk profile for the business unit, manage critical risks, and ensure resolution feedback to stakeholders.
  • Enable the development and implementation of integrated corporate governance frameworks in areas of specialisation.
  • Influence the implementation of effective internal controls systems and corporate governance practices.

    • Data Monetisation

  • Use sales and service data to inform strategy and optimise performance.
  • Develop dashboards and reporting tools to track customer engagement and commercial outcomes.
  • Apply data insights to support business planning and decision-making in the business area.
  • Develop mechanisms to ensure data is collected, validated, and used to drive performance improvement.
  • Oversee the explicit use of data and its inherent value to explore opportunities and guide decisions.

    • Stakeholder Management

  • Collaborate with product, compliance, and channel partners to align sales and service initiatives.
  • Represent sales and service priorities in executive engagements and cross-functional forums.
  • Manage relationships with key stakeholders to support aligned delivery and issue resolution.
  • Ensure stakeholder expectations are managed and engagement is consistent with transformation priorities.

    • QUALIFICATIONS AND EXPERIENCE

    Education / Qualification :

  • Post Graduate Degree : Honours Degree, Post Graduate Diploma and Professional Qualifications [NQF8]

    • Field of Study :

  • Business, Commerce, Marketing, or related field.

    • Work Experience :

  • 12 - 15 years experience in sales and service leadership roles within banking, preferably business banking  including a track record of 5 years in a people management position in a large enterprise.
  • Proven track record in delivering sales growth and service excellence in digital and virtual environments.
  • Experience in leading large virtual channel teams.
  • Deep understanding of AI, analytics, robotic process automation, and omnichannel executions.
  • Strong analytical, commercial and customer-orientated mindset.
  • Excellent communication and influencing skills across all levels
  • Comfortable operating in a fast-paced, data-rich, digitally evolving environment.
  • Ability to lead complex transformation initiatives with agility and discipline.
  • Experience must include developing integrated customer-centric product or service solutions or corporate practice development while working with and managing stakeholders across business and / or functional areas and budget management.
  • Exposure to digital transformation and data-driven decision-making is preferred.
  • Demonstrated success in leading integrated sales and service strategies across customer segments. Driving commercial outcomes through channel optimisation and customer engagement.Embedding service excellence and innovation into operational delivery.
  • Experience in engaging executive stakeholders in aligning sales and service strategies with enterprise goals and enabling cross-functional execution.
  • Demonstrated sales leadership in a Virtual Channels environment
  • Have had responsibility for a P&L

    • COMPETENCIES

    Leadership Competencies :

  • Strategic Thinking
  • Customer-centric mindset
  • Digital savvy
  • Business Acumen
  • Communication
  • Influence
  • Leadership
  • Creativity and Innovation
  • Delivering Results
  • Adaptability
  • Problem solving
  • Collaboration

    • Knowledge and Skills :

  • Strong commercialisation and monetisation skills with an affinity for finance
  • Digital affinity and dexterity that leverages technology to automate and create commercial value
  • Mindset of efficiency driven by automation, digitization and cost optimisation, to create client value
  • Corporate and competitive strategy formulation
  • Sales strategy and execution
  • Customer lifecycle management
  • Service excellence frameworks
  • Channel optimisation and enablement
  • Digital sales and service tools
  • Data-driven decision-making
  • Governance and compliance in sales
  • Stakeholder engagement and alignment
  • Performance monitoring and reporting
  • Cross-functional leadership

    • Education

  • Bachelor's Degree : Business, Commerce and Management Studies

    • End Date : August 27, 2025

  • Banking  jobs
    • Create a job alert for this search

    Sales Executive • ZA