As Head of Customer Contact & Care Management at Absa, Ina is responsible for driving Customer Experience across multiple touch points, creating a world class service recovery unit and managing holistic Customer Contacts, all in support of creating a customer centric culture within the organization.  Ina is a recognized customer advocate within the organization and industry and is viewed as a subject matter expert in her field. Her current priorities include finding the right balance between complex regulatory environments and delivering great customer experiences.

Ina has 27 years of banking experience and started her career in Trust Bank in 1984.  She held various positions throughout her 27 year career in Banking.  The 19 years she spent within the branch network allows her the understanding of how service unfolds in the frontline, and the unique role staff plays in creating memorable customer experiences. She has headed up the Absa Customer Service team since 2006 and has a vast amount of experience in the field of customer service and dispute resolution. 

Ina is a Certified Associate of the Institute of Bankers since 2000. She also has a B Comm (Marketing Management – Cum Laude) obtained at the University of Pretoria in 2002  and completed the New Leader program at the University of Johannesburg.