Manager Transactional Banking & CVM

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. My Career Development Portal : Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility. Job Summary To provide specialist advice and support in the development and implementation of product development, planning and associated service delivery processes, methods and techniques; enabling the provision of sound product development expertise. Job Description Job Purpose: The role is accountable for driving sustainable revenue growth, active customer penetration, and lifetime value across Retail and Business Banking by: Owning the end-to-end transactional banking franchise (Payments, Branch-led transactions & FX-led transactions). Leading Customer Value Management (CVM) strategy across acquisition, activation, engagement, retention, and monetization. Translating customer behavior and data into commercial outcomes, while ensuring regulatory, risk, and operational resilience. The role combines P&L ownership, customer lifecycle leadership, and data-driven execution to scale active customers and transaction intensity. Key Accountabilities Transactional Banking Strategy & P&L Ownership (20%) Own and deliver the transactional banking revenue and profitability targets, including Account services, Payments (domestic, cross-border, & Value-Added Services), Cash management & Transaction-led FX Define and execute a multi-year transactional banking growth strategy aligned to Retail & Business Banking objectives. Drive transactional primacy by positioning the bank as the customer’s main operating account. Continuously optimize product economics, margins, and cost-to-serve. Own the strategic partnerships agenda for Transactional Banking and CVM, with clear accountability for value creation, revenue impact, and customer adoption. Own transactional bundles, pricing tiers, and related value propositions. Align transactional propositions to customer life-stage, business maturity, and usage behavior. Ensure transactional propositions integrate seamlessly with lending, savings, insurance, and investment. Customer Value Management (CVM) Leadership (15%) Own the CVM framework across the full customer lifecycle: Acquisition, Onboarding & activation, Usage growth, Retention & reactivation, and Value deepening Define and manage Key Value Drivers (KVDs) such as: Net Active Customers, Digital Actives, Transaction frequency & value, Product holding, Dormancy and churn Design and govern Always-On CVM programmes, event-based triggers, and segment-specific plays. Ensure CVM execution is measurable, prioritized, and commercially justified. Lead customer segmentation across Retail and Business Banking (e.g. mass, affluent, SMEs), leveraging advanced analytics to segment the customer base and predict behaviors, preferences, and needs. Design and manage cross-segment loyalty programs that increase customer retention and incentivize repeat engagement. Optimize customer onboarding, activation, and retention through tailored engagement strategies. Increase cross-product holdings and product usage over time through lifecycle management. Implement churn management programs to retain customers and win back lost clients. Drive long-term relationships by offering proactive solutions that fit customer needs. Data, Analytics & Insights (10%) Champion a data-led operating model for transactional banking and CVM, leveraging targeted campaigns to increase product penetration and maximize customer lifetime value. Work with Data & Analytics teams to: Define standardized CVM metrics and dashboards Enable near-real-time performance tracking Translate insights into targeted actions Use behavioral data to inform: Pricing, Campaign design, Channels optimization, Fraud and risk mitigation decisions (in partnership with Risk) Use data-driven insights to identify cross-sell and upsell opportunities across the customer base. Work with the Product Data to gather actionable insights to inform decision-making. Continuously monitor customer feedback, behavior, and trends to refine the overall customer engagement approach. Use retention data to proactively engage at-risk customers and prevent churn. Provide regular reports on customer metrics and engagement outcomes to segment heads, product owners and management teams. Digital & Channel Enablement (15%) Drive growth of digital transactional journeys (app, online, USSD). Increase self-service adoption while reducing manual and branch-dependent processes. Partner with Technology and Operations too: Modernize transactional platforms Improve reliability, uptime, and scalability Support straight-through processing where feasible Continuously innovate to enhance digital product offerings based on customer feedback and evolving needs. Collaborate with IT and digital teams to improve user interfaces and remove friction points in digital banking. Track and drive adoption rates for digital products, ensuring key performance indicators (KPIs) are met. Ensure that digital onboarding is seamless, efficient, and customer centric. Pricing, Commercialization & Revenue Assurance (20%) Own transactional pricing strategy, discount frameworks, and commercial guardrails. Ensure pricing is, Competitive, Risk-adjusted, Margin-protective Govern revenue leakage management, fee integrity, and pricing compliance. Lead commercial approvals for transactional deals within delegated authority. Use data to drive personalized offers and customer engagement strategies that maximize value generation and customer retention. Identify, evaluate, and prioritize payment, platform, fintech, ecosystem, and enterprise partners that accelerate, Transaction volume and velocity, Customer acquisition and activation and new use-cases across retail and business segments Risk, Compliance & Operational Resilience (10%) Ensure all transactional and CVM activities comply with: Central bank prudential guidelines AML/CFT and financial crime controls Data protection and consumer protection regulations Partner with Risk, Compliance, and Fraud teams to, balance growth with control and introduce intelligent controls within the transactional banking & customer value management domains. Accountable for operational resilience of transactional services, including incident response and remediation. Continuously assesses improvements for related processes and procedures relating to transactional banking and CVM. Owns the internal risk management and compliance activities to manage open risks, known management issues and audit findings. Stakeholder & People Leadership (10%) Set clear performance goals for team members and ensure accountability for results. Act as a single point of accountability for transactional banking and CVM strategy execution across: Distribution (Branches, RMs, Workplace Banking) Marketing Technology & Operations Finance Risk & Compliance Build and lead a high-performance team with strong commercial, analytical, and execution capability. Embed a culture of commercial discipline, customer centricity, and data-driven decision making. Facilitate training and development for team members to enhance skills and ensure continuous improvement. Foster a collaborative and innovative environment to encourage customer-focused strategies for the transactional banking and CVM function. Preferred Qualification Bachelor’s degree in business, Finance, Economics, or related field Postgraduate qualification (MBA or equivalent) preferred Preferred Experience 5 to 10 years’ experience in transactional banking, payments, or retail/business banking. Proven P&L ownership and delivery in a complex banking environment. Demonstrated leadership in CVM, analytics-driven growth, or customer lifecycle management. Strong understanding of payments, cash management, and transaction-led FX. Experience working with regulators and managing risk-intensive products. Knowledge and Skills Knowledge and skills for the role include, expert-level understanding of transactional banking (payments, cash management, digital channels and transaction-led FX) and Customer Value Management (end-to-end lifecycle design, KVDs, triggers, and always-on execution), supported by strong P&L ownership, pricing and commercial structuring, and the ability to originate and govern strategic partnerships and commercial initiatives that deliver measurable revenue and customer outcomes. The role requires advanced capability in applying data and analytics to decision-making, together with sound regulatory, risk, and operational resilience understanding. Behaviorally, the role demands senior leadership presence, commercial drive, stakeholder influence, customer-centric judgement, accountability, and the ability to lead change at pace. Cognitively, it requires strategic and systems thinking, strong analytical reasoning, and high-quality decision-making with disciplined commercial judgement in complex, regulated environments. Absa Bank Kenya is an equal opportunity, affirmative action employer. Preference will be given to suitable candidates from designated groups whose appointments will contribute to the achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. ***Application Deadline –15th September 2026*** Education Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)