Job Description

To drive and deliver key support metrics, best practices, and methodologies that ensure the delivery of unsurpassed support and service to maintain customer satisfaction through the provision of problem-solving resourcesActive participation in formalizing the Growth Acquiring strategy plan to endure business growth is achieved.

Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions

Comply with governance in terms of legislative and audit requirements

Manage costs/expenses within approved budget to achieve cost efficiencies with suppliersActive participation in getting customer In-Contact and online Servicing toolsImplemented in order to provide on-line platforms to simplify support to customers and ultimately realize cost savingsAutomated service level monitoring in order to ensure that all aspects of service and support deliver a 95% service level at all timesEffectively manage internal and external relationships through regular networking with role playersActive participation in order to change the way in which the terminal estate are being managed continuous interaction with other areas within FNB Merchant by delivered structural efficiencies such as creating the inbound call center, specialized call center, outbound call center, service quality department and service operations and implemented daily monitoring of structural efficiencies

Monthly reporting

Drive cost savings

Experience in managing a Team of individuals

Trend analysis

Stats analysis

Vendor relationships

Dealing with Internal relationships - Finance, Branches, TM's, IT Ops Team, SSD

Education and Experience

Grade 12 (Matric)Degree/Diploma4 to 5 Years Management experienceGood knowledge of SNOW and Oracle/FusionGood knowledge of the Branch Environment, experience in annual budgetingJob 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.

08/02/25

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.