Job DescriptionTo analyse credit data to estimate the degree of risk in extending credit or lending money to ensure year on year total consumer revenue growth.Deliver against operational and cost targetsPrioritise resource allocation to minimise and reduce wastageMonitor costs for the financial year according to the operational planAllocate and approve expenditureReview cost reports and resolve or explain variances to the budgetIdentify, control and escalate potential risks that may lead to increased costsManage costs or expenses within approved budget to achieve cost efficienciesDeliver customer experience excellence aligned to organisational values and service standardsBuild professional long-term relationships with customers based on trust that builds the brandCollect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality serviceDeliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and applicationProvide customers with relevant information to keep them informed of products and service optionsEnsure full understanding of customer needs to deliver a quality serviceEnsure customer service solutions are aligned to the business operational plan; organisational values and service standardsCommunicate how customer service solution will be implemented and secure buy-inEnsure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service optionsEnsure resolution of customer queries and complaints timeously and ownership of issuesAnalyse customer feedback to help improve customer servicePropose ideas to improve customer serviceBuild relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-inEngage in cross-functional relationships to obtain and provide work supportImplement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in the area of accountabilityEnsure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey mapResearch, enable and consult on improvements and opportunities to harness technology and platform enablementReview existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancyMonitor customer feedback reports and align processes to maximise efficienciesImprove business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and dataProvide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targetsAccumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunitiesEnsure compliance with relevant statutory, legislative, policy and governance requirements in the area of accountabilityEnsure implementation of relevant policies, governance and practice standards across the businessMaintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirementsEnsure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changesDevelop an understanding of risks and risk management approaches. Implement and provide input into the development of governance and compliance procedures and processes within the area of specialisation and identify risksEducate others and make suggestions for improvements. Network and participate in specialist risk forums where requiredProvide input into the development of the business area tactical strategy in achievement of the overall business strategyDevelop and implement an area operational plan in achievement of business objectivesAssess own performance against competencies and skills required deliveryIdentify development needs and select effective solutions to address own development needsPrepare a personal development plan with management to implement and review as requiredMonitor own progress against development plan and measure impact of resultsPromote teamwork and inclusivity amongst team members and demonstrate behaviours that respect diversityPartner and collaborate with team members to achieve team successShare information and knowledge that benefits the teamQualifications and Experience Minimum Qualification - BCom Degree or relevantExperience - 3 Years experienceJob DetailsApplication Closing Date: 07/09/24
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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About UsServing retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognised rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career, especially if you want to change people's lives in an authentic, profound and sustainable way.
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