Denise Cruz • Channel Manager at Absa Bank Mozambique
Denise Cruz joined Absa Bank Mozambique (then Barclays) in 2009 as a project manager. With more than 15 years’ experience in the banking sector, she has accumulated extensive experience in the management and delivery of critical projects, operations and processes, in addition to human resources management, sales and operational management of the branch network, customer relations, management information analysis and implementation of the CIB value chain concept. In 2018, she took on the role of Head of Digital, Physical and Voice Channels (Contact Centre) in Retail and Business Banking and, in December 2022, she was appointed Head of Channels and a member of the Country Management Committee.
How did you start your career at Absa Bank Mozambique and what motivated you to join the banking sector?
I started my career at Absa Bank Mozambique in 2009, when the institution was still known as Barclays. My motivation to join the area was driven by my passion for Project Management and the opportunity to contribute to the development of the financial sector in Mozambique. I had good references from Barclays and decided to embrace the opportunity. I faced challenges, but each one was an opportunity to learn and grow professionally.
What were the biggest challenges you faced at the start of your career?
One of the biggest challenges was adapting to the dynamics and complexity of the banking sector. I had to quickly develop management and leadership skills to deal with critical projects, manage various stakeholders and ensure their effective delivery. Overcoming these challenges, being committed, focussed and self-motivated were fundamental to my growth and preparation for positions of greater responsibility.
Can you tell us about your progression within the Bank and the most significant milestones in your career?
During my 15 years at the Bank, I went from Project Manager to Branch Manager, then to HR Business Partner, I was responsible for the Information Management area, I became Business Manager in the Operations Department, then I went to Corporate to implement the ‘Value Chain in Banking’ concept, I moved on to Retail as Head of Digital, Physical and Voice Channels and finally to the position of Channel Director and member of the Country Management Committee, responsible for all the bank’s channels, including the Complaints and Customer Experience department. I implemented innovative systems that improved operational efficiency, enhanced the customer experience and led teams that achieved ambitious targets. It’s been a great journey…
What skills and competences do you consider essential to achieve success in the banking sector?
I believe that, first and foremost, humility, because every day you learn something from someone. But there’s no doubt that resilience, the ability to adapt to change, leadership and effective communication are also essential skills.
Absa Bank Mozambique’s female empowerment programmes, such as ‘EmpowerHer’ and ‘IgniteHer’, have been essential in promoting gender equality and creating an inclusive work environment
What is the impact of the female empowerment programmes implemented by Absa in general, and for you?
Absa Bank Mozambique’s female empowerment programmes, such as ‘EmpowerHer’ and ‘IgniteHer’, have been essential in promoting gender equality and creating an inclusive work environment. Initiatives such as the ‘Masedi – Creating Inspiration and Success’ programme, in which I took part, offer practical tools for developing leadership and resilience skills, positively impacting the participants’ careers and helping them to achieve their professional goals.
Absa is committed to empowering women in recognition of their important role in the economy.
How do you see the role of women in today’s society, especially in the context of the financial sector?
The role of women in today’s society is vital and constantly evolving. In the context of the financial sector, women are taking on leadership positions and contributing significantly to the sector’s innovation and growth. It is crucial to continue to promote gender equality and offer equal opportunities so that women can demonstrate their full potential. Diversity and inclusion policies, mentoring and development programmes for women and ensuring a working environment that supports work-life balance must be implemented. Only in this way will women be able to compete on equal terms. In addition, it is important that companies recognise and value the unique contributions that women bring to the workplace.
Who are your biggest inspirations and why?
My greatest inspirations are women who, despite the challenges, continue to fight for their dreams and make a difference in their fields. Leaders like Dr Luísa Diogo and Dr Graça Machel are examples of resilience and courage and inspire me to keep working towards my goals and to support other women on their path to success.
What advice would you give to women who are starting their careers in the banking sector and aspire to leadership positions?
My advice to women starting their careers in this area is to believe in their potential, pursue their goals and never stop learning. It is essential to look for development opportunities, have the courage to face challenges, believe that you are capable and don’t be afraid to ask for help or mentoring. never give up on your dreams and work hard to achieve them! Believe in your abilities, constantly seek knowledge and support and don’t be afraid to take risks. Together we can create a more inclusive and equitable corporate world. determination and resilience are the key to success!
