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 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 efficienciesContribute to the development of larger overall area budgetDevelop the budget for the next financial year for area of responsibility taking all operational plans into considerationResearch and design a longer term financial resource requirement plan for the area of responsibilityPresent the business case to motivate for financial resourcesAnalyse and develop implementation plans against the forecasted financial budgetDevelop tactical budget for area of responsibility that minimises expenditure and manages costsControl the budget for area including the authorisation of expenditures and implementation of financial regulationsDeliver customer experience excellence aligned to organisational values and service standards:Build 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 resolution of customer queries and complaints timeously and ownership of issuesAnalyse customer feedback to help improve customer servicePropose ideas to improve customer serviceEngage in cross-functional relationships to obtain and to provide work supportEnsure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability:Ensure implementation of relevant policies, governance and practice standards across the businessMaintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirementsImplement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risksEducate others and make suggestions for improvementsImplement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountabilityResearch, 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 redundancyProvide input into the development of the business area tactical strategy in achievement of the overall business strategyManage team delivery against goals in the area of responsibility:Understand competencies and skills required for own and employee's development and performanceIdentify development needs and select effective solutions to address own and employee development needsEnsure that each employee prepares a personal development plan that is implemented and reviewed as requiredProvide on-the-job coaching and guidanceManage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and proceduresParticipate in Talent Management practices and processes in line with HR policies and proceduresImplement employment equity plan targets in all recruitment and employee movement activitiesManage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedbackEnsure skills are transferred in specific functionsEnsure conflict resolution and respond to any complaints or concernsSet relevant stretch goals for team and motivate achievementJob 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.Closing Date: 06/01/25All appointments will be made in line with FirstRand Group's Employment Equity plan.
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