Client Service Management Head To build and allocate the Client Service Management teams to ensure efficient staffing ratios, such that adequate focus is provided, face-to-face and proactively to Corporate Banking Clients.
Monitor revenue growth for applicable income streams. Determine targets for revenue growth and identify and implement opportunities for revenue growth. Design and deliver customer service solutions, systems, and interactions aligned to organizational values and service standards. Establish, manage, and maintain sound relationships with stakeholders based on trust that builds the brand. Drive continuous improvement in customer service delivery that prevents problems from arising in the future in a proactive manner. Implement service delivery and efficiency models. Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels, and putting the customer first. Introduce best practice customer service solutions and efficiency models. Monitor and evaluate all customer touch points to ensure the effectiveness of customer experience. Build relationships that allow for managing expectations; sharing knowledge and diverse insights; and creating buy-in. Engage in cross-functional relationships to obtain and provide work support. Contribute to sustaining a competitive edge through external networking, benchmarking, and representation on related forums. Provide input into, and implement, corporate governance, compliance, integrity, and ethics policies in areas of accountability to identify and manage risk exposure. Stay abreast of relevant industry risk management best practices and legislative amendments and suggest ways to leverage these to ensure continuous improvement. Create risk awareness and manage audit findings. Participate in Group risk forums where required and cascade relevant information through the team. Brainstorm, identify, implement, and drive innovative best practice ideas within the organization to ensure increased efficiencies. Create and participate in specialist communities of practice and represent the organization at Group and industry level to share best practice insights and solutions. Drive strategic projects, change management, and platform integration across operations. Leverage Group capability to exploit opportunities. Ensure and encourage adherence to an operational framework of policies and procedures. Understand the competency and skills sets to be mastered to ensure personal and employee development and performance. Identify development needs and select effective solutions to address own and employee development needs to facilitate improvement of self and team. Ensure that each employee prepares a personal development plan that is implemented and reviewed as required. Create an environment conducive to cross-functional skills transfer. Keep abreast of learning opportunities, changing products, and trends. Provide guidance, share knowledge and expertise, and guide employees to find their own solutions. Share constructive feedback that motivates others to grow. Establish an enabling climate and culture to energize employees, give meaning to work, minimize work disruption, and maximize employee productivity. Influence the development and enablement of a culture and climate where the organizational values are demonstrated and lived. Manage performance of team or teams in areas of responsibility against expected individual and team delivery targets. Manage performance moderation, disciplinary action, recognition, and retention processes in line with HR policies and procedures. Build team succession plans for roles in own area and influence resource planning. Ensure clear contracting and assessment of performance expectations in line with identified objectives and enable a learning and growth culture. Implement people resource planning in line with delivery and performance objectives within budget and in partnership with specialized areas. Implement talent management practices in line with HR policies and procedures. Provide direction, coaching, and regular feedback to employees to improve performance and implement performance improvement initiatives. Ensure that skills are transferred in specific functions. Ensure implementation of employment equity plan target achievement in all recruitment and employee movement activities. Identify current and future human capital needs and skills requirements. Ensure relevant resolution of conflict and respond to any complaints or concerns. Job Details Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 25/11/24
All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
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