Job Description

To actively contribute to the achievement of key business objectives through effectively managing of all operational aspects within a Division

Hello Future Operations Head: FNB Retail Banking

Welcome to FNB, where we believe help is at the heart of human greatness. Our vision is to be a great business helping to create a better world.

As part of our talent team, 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.

Role Overview:

Drive the achievement of key business objectives by managing all operational and administrative aspects within the retail business unit.

Are you someone who can:

Ensure operational compliance with regulatory requirements, including FIA, AML legislation, and other governance frameworks, by collaborating closely with Risk and Compliance functions.Build trust-based relationships across business units and external stakeholders, fostering a culture of openness and collaboration.Define, implement, and maintain policies, procedures, standards, and frameworks that enhance operational efficiency and manage risk effectively.Oversee processes within the middle and back office of the retail segment, ensuring a robust control environment and sustainable profitability.Collaborate with cross-functional teams, including Marketing, Learning & Development, Consumer & Premium sub-segment and Product Houses, to ensure consistency, accuracy, and efficiency in training, reporting, and content management.Manage operational deliverables for key services, including complaint handling, disputes management, chargebacks, and customer-focused processes.Support digitization initiatives by identifying gaps, streamlining processes, and implementing innovative solutions to meet business needs.Actively manage and resolve escalated customer complaints and incidents, enhancing the overall customer experience.Facilitate the annual review of training materials and oversee the identification and resolution of training gaps in collaboration with Learning and Development.Oversee website content and ensure updates are implemented across all platforms in partnership with Marketing.Address operational requirements for card services, including stock management, delivery operations, embossing queries, and file error resolutions, in collaboration with stakeholders.

You will be an ideal candidate if you:

Have a Bachelor’s degree in Business Administration or a related field.Bring 3–5 years of experience in a similar environment, with at least 1–2 years at senior management level.Possess an in-depth understanding of operational processes within a Group Operations environment.Are a strategic thinker with strong analytical and problem-solving skills.Are passionate about digitization, innovation, and continuous improvement.Demonstrate exceptional interpersonal and communication skills to build and maintain relationships.Have experience managing operational deliverables such as chargebacks, card disputes, and escalations.

You will have access to:

Opportunities to network and collaborateChallenging Working EnvironmentOpportunities to innovate

We can be a match if you are:

Always doing the right thing – Fight for ethical conduct and transparency, both inside andhttps://firstrand.wd3.myworkdayjobs.com/FRB outsideCurious – Believe in insight, creativity, and its power to unlock valueDeeply Invested – Take initiative and be a leader in your own rightValuing differences – Be inclusive, gracious, decent, and humbleBuilding Trust not Territory – Crete a culture of sharingCourages – We’ve built a culture of bravery by speaking our minds and encouraging others to do the same

Are you interested to take the step? We look forward to engaging with you further. Apply now!

All applications must be done via the Group’s application portal.  To access the portal click on the link below.

https://firstrand.wd3.myworkdayjobs.com/FRB

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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.

18/02/25

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.