Job Description To 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 Allocates and approves expenditure Review cost reports and resolves or explains 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 full understanding of customer needs to deliver a quality service Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards Communicate how customer service solution will be implemented and secures buy-in Ensure product knowledge and advice is technically accurate and 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 Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in 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 Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes Develops an understanding of risks and risk management approaches Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks Educates others and makes suggestions for improvements Networks and participates in specialist risk forums where required 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 Research, enable and consult on improvements and opportunities to harness technology and platform enablement Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy Monitor customer feedback reports and align processes to maximise efficiencies Provide input into the development of the busines area tactical strategy in achievement of the overall business strategy Develop and implement an area operational plan in achievement of Business objectives Understand competencies and skills required for own and employee's development and performance 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 team delivery against goals in the area of responsibility Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures Participate in Talent Management practices and processes in line with HR policies and procedures Implement employment equity plan targets in all recruitment and employee movement activities Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback Ensure skills are transferred in specific functions Ensure conflict resolution and respond to any complaints or concerns Set relevant stretch goals for team and motivate achievement Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement Job Details Application Closing Date 18/05/24 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. Introduce Yourself Introduce 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 Us Serving 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. #J-18808-Ljbffr