Profile

11 years of experience in financial services incorporating, Product Ownership and Management, Personalisation, Project Delivery, Customer Experience Strategies, Digital Transformation Strategic Planning, Competitor Analysis, Partnership Specialisation, Project Management, Technology Services, Cloud Migration, Product Marketing, Insight based Communication Planning, Social Media Community Management, and digitally-led business solutions delivering data-driven customer solutions across digital platforms, spearheading digital adoption and setting the Digital Customer strategy.
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Current employment

Digital Transformist | Product Manager
Absa Bank
Present - Johannesburg
Established the Digital strategy and framework to support and accelerate growth for the Retail and Business Banking Division through the Virtual Channels Office including coordinated Commercial Planning, Technology integration and Market Readiness planning processes. Enhanced digital customer experience through the execution of mobile-led banking App mailbox cloud migration. o Defined the Messaging Product strategy to action within the Chief Virtual Office (end to end execution). o Reducing costly traditional SMS volumes from ZAR127m MoM to ZAR45m through to a push notification cloud solution. o Migrated transaction SMS Alerts to a more digital cloud based solution for the Retail and Business banking clients. o 82m messages redirected to the mobile-led banking app push notification capability. o Reduced overall risk to the customer and the business through improved reengineered processes. o Analysing, influencing and communicating market characteristics and requirements to key stakeholders. o Increased overall colleague engagement on Workplace by 210%. o NPS increased from 19.08% to 29.02% in 12 months driving customer advocacy. • Increased digital adoption by 18.6% over 6 months, from 21.6% to 40.2% o Average of 1.7m active mobile app users MoM. • Continuous execution of digital marketing campaigns and customer engagements via SMS, email, statements, web, social and mobile applications, to deliver on a strong customer value proposition. • Implemented a single mobile network operator partnership strategy that delivers on operational efficiencies, significantly reducing the cost of delivering digital messages. o R275m (US$18m) cost saving over 3 years.

Experience

Senior Manager | Programme Manager
Absa Bank
1 Jun 2016 - 1 May 2017 - Johannesburg
Instrumental in the Barclays/Absa separation programme. Facilitated the removal of all instances of Barclays on all our systems across South Africa as part of a 13 month program with was completed ahead of schedule. The programme was run from the central Separation Office with accountability to the Group Chief Executive as part of a regulatory requirement.
Head | Customer Experience | Payments
Barclays Africa Group
1 Jun 2014 - 1 May 2016 - Johannesburg
• Developed and delivered a customer experience strategy across our 10 subsidiary banks across the Africa. • Reported directly to Chief Operating Officer • Managed customer strategy • Implemented customer experience improvements on all payment platforms • Embedded ‘Lean and Agile’ approach by building multifunctional teams that collectively reengineered our Retail and Business Banking onboarding processes across product houses • Analysed reports detailing service metrics and redesigned practices to eliminate service bottlenecks • Identified and removed inefficiencies, incorrect procedures and detrimental practices o Eliminated duplication of effort in process design and reduced headcount through automation and collaboration.
Vice President | Corporate Communications
Barclays Africa Group
1 May 2013 - 1 May 2014 - Johannesburg
• Delivered business strategies and objectives in order to provide sound advice on communications best practice • Developed and executed communications strategies to support business objectives • Managed ‘Above the Line’ and ‘Below the Line’ advertising campaigns with digital marketing agency • Monitored and evaluated the effectiveness of internal and external communication activities.
Senior Manager | Media Relations
Ogilvy and Mather
1 Jan 2010 - 1 Apr 2013 - Johannesburg
• Corporate communications and media relations across various industries • Stakeholder relations and internal communications at a group level for clients in the oil and gas, engineering, renewable energy and cement manufacturing industries.

Skills

Digital Strategy, Digital Marketing, Digital Transformation, Product Management/Owner, Customer engagement, Customer service and Care, Community Management, Social Media and Advertising

Qualification

Bachelor of Arts
Year completed:2008
Education level:Degree
Institution:Curtin University of Technology
Location:Perth, Australia
 
The shot in the arm that global business actually needed
The shot in the arm that global business actually needed

Could this be the moment when traditional business takes action and combats the current Covid-19 crisis by revising current or dusting off archived business cases?

Eshmael MpabangaBy Eshmael Mpabanga 27 Mar 2020

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