Client Service Head B-FirstRand
Job Status: Active ✓
With FNB, you can be part of a company that offers you a career, not just a job. With a wide range of employment options and business areas to choose from, you are bound to find a perfect fit. We share accountability with our employees and provide you with the best possible opportunities to learn and grow. We are breaking new ground with our innovative thinking and challenging our employees to think differently and develop into the thought leaders of the future. The foundation of our success is in our entrepreneurial culture and the belief that our people are our single most important resource. If you share our values of being: Helpful Effective Ethical Innovative Accountable and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team. All appointments will be made in line with the Bank’s EE Strategy.
Direct and manage strategic plans, resources, policies, programs and schedules for business, and continually align these objectives to ensure high service levels are maintained. To ensure service delivery across the various segments are delivered through multiple channels with a huge focus to drive client enablement via electronic channels.
experience and qualifications
Minimum Qualification - Business Related Degree Experience - Demonstrated 5+ years management experience at a senior level in large and diverse business setting
Business Strategy - Understand overall FirstRand and individual segment strategy and ensure CII business strategy alignment to support segment and FirstRand objectives. Negotiate – Define, negotiate and agree KRA’s and KPI’s with segments against which CII will be measured Communication - Ensure key business stakeholders are up to date with developments relating to their initiatives, ensuring business RACI’s are defined and enforced. Key stakeholder Progress updates / Conflict resolution Thought Leadership - Provide thought leadership off the back of Segment needs and challenges with a view to solving for business segment imperatives Business Development – Identify opportunities within Segments to leverage existing assets contained within CII area of responsibility towards improving efficiencies and/or establishing assets across the business Key Initiative champion and monitoring – Own and drive delivery of selected key strategic initiatives pertaining to the segment where CII is the custodian and driver of the initiative. If not championing a specific key initiative then ensure monitoring of key initiatives with a view to identifying potential hurdles and eliminating these or supporting where required to ensure success Business Understanding - Understand each business unit strategy, key strategic initiatives and priorities (Interactions Management, Customer Journey, Customer Foundation-Setup & Maintenance, Know our Customer, and Customer Trust Voice of Customer - Develop and support voice of customer (segment & sub-segment) strategic programs. Ensure that the voice of customer is represented within the business. Priority – Ensure that segment priorities are defined, reviewed and supported within CII. Includes prioritisation and business case of projects in CII that require funding to catalyse segment strategy
Develop tactical plans to drive revenue growth_LoW3 Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence_LoW3 Continuously assess own performance, seek timely and clear feedback and request training where appropriate_LoW3 Draw up a budget aligned to tactical delivery plans, monitor effectiveness and report on variances_LOW3 Develop tactical strategy and delivery plans in support of functional strategic objectives in partnership with leadership_LOW3 Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes_LoW3 Implement corporate governance, compliance, integrity and ethics policies in practice area(s) in order to identify and manage risk exposure_LoW3 Define, develop and maintain policies, procedures, standards and frameworks to efficiently manage practice and provide thought leadership_LoW3 Maintain expert knowledge on relevant legislative amendments, industry best practices and provision of advice to relevant stakeholders_LoW3 Build and maintain an effective network and pipeline for further expansion of business within area of accountability_LoW3 Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture_LoW3 Establish mutually beneficial relationships with stakeholders that support thought leadership, innovative and integrated practice solutions_LoW3 Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience_LoW3
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