About ABSA Bank Uganda

Part of Absa Group Limited, one of Africa’s largest diversified financial services groups (JSE-listed, 42,000+ employees, 12 countries). In Uganda, we deliver full-suite banking with innovation, integrity, and customer-first focus. We empower employees through growth, flexibility, and impact. Our purpose: "Empowering Africa’s tomorrow, together, one story at a time."

Role Purpose

Lead end-to-end client service operations, from onboarding to lifecycle management. Ensure seamless delivery across KYC, credit, security perfection, product support, and compliance. Drive SLA adherence, root-cause resolution, and proactive client engagement to boost satisfaction, retention, and cross-sell.

Key Responsibilities

Onboarding, Service & Maintenance

• Guide ARM team on client profiling and engagement
• Ensure SLA compliance; lead root-cause fixes and process upgrades
• Train ARMs on soft skills, product knowledge, and objection handling
• Oversee full onboarding journey and high-priority complaint resolution
• Build client feedback loops and proactive retention strategies
• Leverage interactions for cross-sell and relationship insights
• Manage KYC process with Compliance and MLRO
• Coach ARMs on Salesforce usage and portfolio analytics

Credit & Security Management

• Execute post-sanction workflows: CPs, security perfection, system updates
• Track outstanding securities and resolve delays
• Monitor covenant compliance and flag breaches
• Manage exposure limits and escalate over-limits
• Drive process improvements to prevent income leakage

People Leadership

• Conduct PDPs, performance reviews, and succession planning
• Foster accountability, ownership, and initiative
• Run training needs analysis and skill development programs

Qualifications & Experience

• Bachelor’s in Business Admin, Sales & Marketing, or related
• Master’s degree (advantage)
• 5+ years in client service management (banking preferred)
• Deep knowledge of credit ops, KYC, financial analysis, and risk
• Proven sales, negotiation, and client retention skills

Key Skills

• Stakeholder influence and relationship building
• Excellent planning, organization, and communication
• Adaptability and change leadership
• Presentation and networking skills

How to Apply

Apply online via the ABSA Careers Portal:

Apply Now Online

Only shortlisted candidates will be contacted.

Deadline: 10 November 2025