Job DescriptionTo provide expert advice and support in practice formulation and associated best practice improvements.
Responsible for leading and developing a team of technical resources that provide operational project and technical support:
Deliver against operational and cost targets.Prioritise resource allocation to minimise and reduce wastage.Monitor costs for the financial year according to the operational plan.Allocate and approve expenditure.Review cost reports and resolve or explain variances to the budget.Identify, control and escalate potential risks that may lead to increased costs.Manage costs or expenses within approved budget to achieve cost efficiencies.Contribute to the development of larger overall area budget.Develop the budget for the next financial year for area of responsibility taking all operational plans into consideration.Research and design a longer term financial resource requirement plan for the area of responsibility.Present the business case to motivate for financial resources.Analyse and develop implementation plans against the forecasted financial budget.Develop tactical budget for area of responsibility that minimise expenditure and manage costs.Control the budget for area including the authorisation of expenditures and implementation of financial regulations.Deliver customer experience excellence aligned to organisational values and service standards:
Build professional long-term relationships with customers based on trust that builds the brand.Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service.Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application.Provide customers with relevant information to keep them informed of products and service options.Ensure resolution of customer queries and complaints timeously and ownership of issues.Analyse customer feedback to help improve customer service.Propose ideas to improve customer service.Engage in cross-functional relationships to obtain and to provide work support.Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability:
Ensure implementation of relevant policies, governance and practice standards across the business.Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements.Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability.Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map.Manage team delivery against goals in the area of responsibility:
Identify development needs and select effective solutions to address own and employee development needs.Ensure that each employee prepares a personal development plan that is implemented and reviewed as required.Provide on the job coaching and guidance.Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures.Set relevant stretch goals for team and motivate achievement.Job DetailsApplication Closing Date: 28/09/24
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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