Job Description

To establish processing operation efficiencies, creating best practices for security and ensuring that the team adheres to the applicable laws, regulations, regulatory requirements and Bank policies and procedures and also support the achievement of organizations financial and business strategies through sales and service excellence including planning, executing, monitoring and measuring the service process

Welcome to First National Bank Ghana, the home of the #Changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team in Commercial and Business Banking, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now's the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

Identify potential financial risk that the annual business plan might bring about and ensure measures are taken to manage that risk against the financial expenditure budget

Create, analyse and interpret budget Variance Reports to ensure financial planning and accruals are adjusted to accommodate changes in business operations

Increase operational efficiency and suggest solutions to enhance cost effectiveness control costs for business area

Design and deliver customer service solutions, systems and interactions aligned to Organisational values and service standards

Establish, manage and maintain sound relationships with stakeholders based on trust that builds the brand

Drive continuous improvement in customer service delivery that prevent problems from arising in the future in a proactive manner

Implement service delivery and efficiency models

Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels, and putting the customer first

Introduce best practice customer service solutions and efficiency models

Monitor and evaluate all customer touch points to ensure the effectiveness of customer experience

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

Contribute to sustaining a competitive edge through external networking, benchmarking and representation on related forums

Anticipate and meet the needs of customers and commit to continuous development and entrenchment of a customer service culture

Develop and implement practices which build service delivery excellence and implements efficiency models

Model and coach behaviours that build rewarding relationships, encourage innovations and allow others to provide exceptional customer service

Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure

Stays abreast of relevant industry risk management best practices and legislative amendments and suggests ways to leverage these to ensure continuous improvement

Creates risk awareness and manages audit findings Participate in Group risk forums where required and cascades relevant information through team

Brainstorm, identify, implement and drive innovative best practice ideas within the organisation to ensure increased efficiencies

Create and participate in specialist communities of practice and represents the organisation at Group and industry level to share best practice insights and solutions

Drive strategic projects, change management and platform integration across operations

Leverage Group capability to exploit opportunities

Ensure and encourage adherence to an operational framework of policies and procedures

Maintain expert knowledge on relevant legislative amendments, industry best practices and provide of advice to relevant stakeholders

Maintain up to date knowledge of local and global trends Provide thought leadership and expertise

Translate functional sales strategy into integrated tactical product, channel or delivery plans

Ensure that sales strategies are aligned across the customer value proposition Implement and manage organisation capabilities that enhance business performance and profitability

Achieve net profit growth for the business Track, control and influence sales activities with the specific aim to increase sales efficiencies of the team

Monitor cost activities and collection of revenue and measure cost to income against set targets and put measures in place to address any discrepancies

Identify development needs and select effective solutions to address personal development gaps to facilitate self-improvement

Develop and implement a personal development plan

Demonstrate a commitment to continuous personal improvement as a life-long learner and encourage the same in others

Share information and empower others to act Acts as a role model for continuous professional development in area of expertise

Understand the competency and skills sets to be mastered to ensure personal and employee development and performance

Identify development needs and select effective solutions to address own and employee development needs to facilitate improvement of self and team

Ensure that each employee prepares a personal development plan that is implemented and reviewed as required

Create an environment conducive to cross-functional skills transfer

Keep abreast of learning opportunities, changing products and trends

Provide guidance, share knowledge and expertise and guide employees to find their own solutions

Share constructive feedback that motivates others to grow

Establish an enabling climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity

Influence the development and enablement of a culture and climate where the organisational values are demonstrated and lived Influence the understanding and adoption of the organisational strategic direction

You will be an ideal candidate if you:

Have relevant degree

Have at least 5 years relevant experience

You will have access to:

Opportunities to network and collaborate

A challenging working environment

Opportunities to innovate

We can be a match if you are:

Adaptable and curious

Thrive in a collaborative working environment

Apply now if you are interested in taking the next step. We look forward to engaging with you.

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Job 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.

05/02/25

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.