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Operations Analyst, Account Services

Job Summary

This is a generic role to be carried out within all of the ABSA Africa centralized operations processing sites, and the role holder may be required to work flexibly across a variety of different activities:

  • To assess and review the Account Opening documents against the current policy rules and guidelines.
  • Vet account opening documentation & change mandates against existing policies and procedures and authorize successful applications in the system.

Job Description

Accountability: Delivering Operational/ Service Excellence – Time split 60%

  • Ensure accurate data is authorized in the core systems to maintain high quality of work.
  • Analyze account applications based on the current existing policies and procedures to arrive at appropriate decision as to approval/decline.
  • Meet individual targets on assessment of all Account Opening duties; namely Maintenance of accounts, Account Opening etc. as per the set SLA.
  • Ensure KYC compliance rating of 100% in rigor checks.
  • Ensure daily submission of accurate data on Individual MI.
  • Ensure all mandates that require screening have been screened as per KYC / Rigour checks.
  • Come up with initiatives to improve on our process and customer service and/or generate revenue.
  • Ensure turnaround time is observed as per SLA.
  • Ensure timely escalation of issues either by providing Management information or by use of other available channels.
  • Spearhead Risk and Control awareness, identification of Hotspots, promote best practices across the team on a regular basis.

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Accountability: People Activities ,Teamwork – Time split 15%

  • Acquire new skills or train a colleague to enable you or them work on any desk during emergencies.
  • Ensure efficient time management within the team by completing and handing over the days work in time.
  • Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
  • Manage self- leave days as per the leave plan required.
  • Participate in events organized by the center and bank as a whole.

Accountability: Self – Time split 5%

  • Agree actions on your developmental areas with team leader.
  • Ensure PM process is done and completed within given time scales.
  • Ensure all trainings are undertaken before set deadlines.

Accountability: Controls – Time split 20%

  • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
  • Champion adherence to governance and control processes within the team.
  • Ensure all the controls are adhered to in all Account opening processes.
  • Ensure all compliance and operational checks are carried out when processing.
  • Undertake snap checks as assigned and file findings as per stipulated SLA.

Technical skills / Competencies

  • Strong personal and team organization skills.
  • Good communication skills.
  • Strong interpersonal and relationship skills.
  • Decision Making skills.
  • Change management abilities including issue management and resolution.
  • Good numeracy skills.
  • Good problem solving abilities.
  • Quality conscious.
  • Excellent Keyboarding / PC skills.
  • Team working.
  • Ability to work under pressure.
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Knowledge, Expertise and Experience

  • Bachelor’s Degree in a Business-Related Field

Knowledge of the Bank’s products, services, and policies and/or other specialist knowledge required to undertake the role:

  • In-depth knowledge of relevant processes and procedures.
  • In-depth knowledge of operational risk and rigor requirements and standards applicable to the relevant processes and procedures.
  • A clear understanding of the team performance objectives – service level agreements and customer service targets.
  • Sound understanding of technical systems e.g. Sybrin/ FCR/OWLS/KAMLS/BOC/SES.
  • Working knowledge and understanding of relevant legislation e.g. KYC, Money Laundering, service standards, health and safety standards etc.
  • Good knowledge of complaints handling procedure.
  • Knowledge of team interfaces with other business areas, centers and branches.
  • Broad awareness of Retail products and services.

Audit Manager

Overall Job Purpose

The core responsibility of an auditor within Absa is to execute audit assignments in accordance with the Group Audit Plan and relevant policies, procedures, and quality standards.

Key Accountabilities:

Audit Delivery and Issue Assurance

  • Develop an in-depth knowledge of the methodology, by attending training sessions and using knowledge gained during audits, use this proactively in executing audit activities. 
  • Deliver assigned responsibilities by the Senior Audit Manager / Head of Audit work to a high quality and in accordance with the requirements of the Quality Assurance scorecard.
  • Assist the Senior Audit Manager with planning and execution of Design Effectiveness and Operating Effectives Testing, uniformly applying the methodology and quality standards, focusing the work on key risks, with minimum supervision from the Senior Audit Manager 
  • Develop and maintain relationships with key audit contacts on each audit by attending continuous stakeholder meetings. In addition, engage closely with stakeholders during assignments and encourage open discussion and interaction with business on the risks associated in their environment
  • Engage proactively with Internal Audit colleagues during assignments and request technical assistance where required. Technical assistance may be requested for the review of the risks and controls to be tested, audit working papers and audit report.
  • Based on knowledge of business areas, provide guidance to other auditors and peers by sharing best practice so that their work meets and sometimes exceeds quality standards. 
  • Support the Senior Audit Manager in the identification of risks to be tested by participating in planning sessions. 
  • Develop an in-depth knowledge of Absa and the various business areas and use this knowledge to assess risks and controls through identifying, assessing, and documenting risks and controls within these processes. 
  • Evaluate the design and operating effectiveness of controls and document all working papers in Audit Bond for review by the Senior Audit Manager. 
  • Ensure all audit observations and planned actions are factually agreed with management as soon as they arise and increase the speed of report issuance. Provide suggestions to stakeholder management on how they can address the control issues identified. 
  • Document all working papers in line with methodology requirements. The working papers must be accurate, reflective of work performed and support conclusions drawn. 
  • Display professional skepticism, raising and discussing contentious observations with management and provide evidence to support all issues identified. 
  • On an ongoing basis throughout the audit, discuss and agree the factual accuracy of audit observations with the Senior Audit Manager and Head of Audit. 
  • Provide feedback to the Senior Audit Manager and audit team with progress and observations raised during the audit by communicating honestly, frequently and effectively. Build and maintain good working relationships with fellow auditors.
  • Participate fully and be supportive in all audits by aiding the team where required. Be quick to learn and seek opportunities to share this knowledge with colleagues 
  • Continue to update awareness of risk issues and changes across selected business units from interaction with management and provide feedback to the Senior Audit Manager. 
  • Assist in the induction of new joiners, mentoring less experienced team members.
  • Proactively take on additional tasks as requested by the Head of Audit – which may include managing Issue Assurance and production of team Management Information. 
  • Perform Issue Assurance testing and documenting of the working papers in accordance with the requirements of the Methodology.
  • Support with the teams Data Analytics initiatives and have experience in performing data analytics

Knowledge Management

  • Improve technical knowledge through self-learning or training including mandatory Continuous Professional Education requirements. 
  • Share knowledge with AIA colleagues and peers in the business. 
  • Develop and enhance learning through seeking coaching, training, and continual feedback 
  • Coach new joiners and trainees on how to apply the methodology. In addition, to proactively share knowledge of within the team, leading a session at a team meeting. 
  • Build knowledge of business and culture in business units for the Retail, CIB portfolio and Functions as assigned by the Senior Audit Manager
  • Knowledge of key regulations, including FIC, KYC and AML, and Sanctions, for business areas/locations within remit.


  • Prepare audit observations and make sure that they are concise, factually accurate, and cover all the significant issues. The observations must be insightful, address the root causes, and have agreed on actions that fully mitigate the risk. 
  • Assist the Senior Audit Manager where required, in the drafting of the audit report in line with methodology requirements and as per the requirements of the Balanced Scorecard.
  • Proficient in report writing for governance reporting

 Relationship management

  • Develop and maintain relationships with accountable management on each audit
  • Present effectively at stakeholder meetings and forums (e.g.: Risk and Governance forums) to share knowledge and information including methodology, standards, changes, and new developments with business stakeholders on an ongoing basis.

Education and Experience Required

  • B Degree (Commercial, Informatics, Statistics); and/or
  • CIA (Levels 1,2 or 3)
  • Honors (Commercial, Informatics, Statistics)
  • Certificate in CPA or ACCA

Knowledge & Skills

  • 3 years experience in Internal/External audit or commensurate experience in a major financial institution
  • 2 years experience in Risk Based Auditing or Risk/Control activities
  • Excellent communication skills both verbal and written
  • Experience in performing data analytics


  • Deciding and initiating action
  • Learning and researching 
  • Entrepreneurial and commercial thinking
  • Relating and networking 
  • Adapting and responding to change
  • Persuading and influencing 
  • Creating and innovating.


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