Service and Quality Manager page is loaded Service and Quality Manager Apply locations Bloemfontein time type Full time posted on Posted Yesterday job requisition id R15720 Job DescriptionTo plan and organise tasks within the unit. Also responsible for managing staff to ensure quality service deliveryScrutinise the Service Centre General Ledger entries to clear and control lossesEstablish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency.Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.Enable Business Unit service delivery through implementing systems and processes to improve service and implement quality systems and metrics for measuring service levels and satisfaction.Ensure that any issues regarding Image (e-gamy) are resolved for the team to enhance service to lineLiaise with Compliance Officer regarding Interbank and Clearing House issues to ensure all queries for the Service Centre are resolvedMonitor all Clearing Accounts by ensuing outstandings are cleared and analysed and attend to monthly Recon of ALL suspense accounts required by Finance Department as well as "freeze" required by Branch Financial Control/External and Internal AuditComply with governance in terms of legislative and audit requirements by doing audits of processes and procedures in the Service CentreConduct Spot checks, weekly, on Bank Cheque Accounts/OTP/Auto Unpaids/ATM balancing/Write Off Accounts/C/O's/Unclaimed Balances and Outstanding Bank Cheques/Untraced Debit and Credit Difference accounts for the Day 2 Centre and all Branches/Branch General Ledger entries and printouts and investigate all fraudulent claims to ensure business is operating efficientlyAssist with Disaster Recovery Planning to ensure Service Centre operations are efficient and effectiveEnsure adherence to SLA's both by the Branches and the Service Centres by supporting teams with service and quality processes and procedures and control activities executed against SLA requirementsImprove business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data by assisting with Performance Monitoring and collation of StatsContribute to the development and execution of the business unit strategy through the development and implementation of the People Strategy and operational objectives as relief to Service Centre ManagerPlan and manage performance, skills development, employment equity, talent and culture of Team Leaders and teams in order to improve innovation, achieve efficiencies and increase competenciesManage personal and management development to increase own skills and competencies for the managerial function and future Leadership growth opportunities. Job Details Application Closing Date
03/07/24 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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