Time left to apply: End Date: October 4, 2024 (4 days left to apply)Job Requisition ID: R21888Job DescriptionTo manage the portfolio of non-performing loans and certain watchlist accounts that are identified as extremely high risk exposures requiring additional focus and aim to reduce the impairment losses and maximise recoveries and close files in the minimum space of time.Team Management and LeadershipLead and manage a team of administrators, ensuring they are motivated, engaged and meeting performance targets.Provide regular coaching and feedback to team members to improve their skills and performance.Conduct performance appraisals and develop individualized development plans for their team members.Encourage team to cross skill and multi-skill so that both the business and the people can benefit.Create a positive culture within your team that will make people feel safe/free to work with you in improving employee experience.Customer Service ExcellenceEnsures that the team consistently delivers high quality service to customers, adhering to the bank's service standards and protocols.Handle escalated customer queries and complaints, ensuring timely and satisfactory resolution.Monitor complaints and escalations and implement strategies to improve customer satisfaction.Operational Service DeliveryOversee daily operations to ensure efficient workflow, productivity and service delivery.Manage resource planning to ensure that there is adequate staff coverage to meet service demands.Ensure compliance with all bank policies, procedures, and regulatory requirements.Proactively raise operational inefficiencies in processes by identifying gaps and working hand in hand with the Operational manager and/or direct reports to create efficiencies.Performance Monitoring and ReportingTrack and analyse team performance KPIs.Prepare and present regular reports on team performance to management.Identify trends and areas for improvement and implement action plans to address them.Manage an average of 15 people.Stakeholder ManagementBuild and maintain strong relationships with internal stakeholders to ensure service delivery is met.Facilitate effective communication with external stakeholders (Vendors/Agencies).Collaborate with other team leaders within the business to share best practices and address common challenges.Additional Experience:Excel (intermediate-advanced) skills.PowerPoint skills.Presentation skills.1-2 years Team Leader experience.Hogan & Sigma navigation.Commercial banking experience.KYC knowledge will be an advantage.For RAF - Relationship banking experience will be an advantage.Adhoc Requirements:5-day work week (CRS).6-day work week (Account opening & RAF).Upon business request, you will be required to work weekends (CRS).Hybrid work (Office based, 2-3 times per week).Desk performance reporting: daily, weekly, and monthly.Job DetailsApplication Closing Date: 04/10/24All 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.Introduce YourselfIntroduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match.Should you have any queries, please log it via MyQ.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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