Jobs at FNB South Africa

Purpose

• Business process, design, maintenance and enhancement to ensure resource and operational alignment with business strategy.

Experience and Qualifications

• B.Comm, B.Eng, BSC Eng, BSC Informatics or equivalent qualification.
• Recognized Process Analysis/Optimisation certification or similar is advantageous.
• Must have at least 0 to 2 years process engineering experience, involved with assessing, mapping and optimizing business processes.
• Experience in facilitating workshops with business users in order to gather requirements, generate ideas and validate designs.
• Knowledge of and experience in applying formal business process modelling or business analysis methodologies.
• Root cause analysis experience.
• An understanding of Change Management and its importance in business process transformation.
• Knowledge of and exposure to Business Process engineering, Workflow / Workflow management / Process automation.
• Business process management and associated modeling tools, processes and methodologies.

Responsibilities

• Identify process improvements (Cost Savings or efficiency improvements).
• Maintain a high standard of exceptional service that meets customers’ expectations through proactive, innovative and appropriate solutions.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
• Process design and enhancements within the business to ensure resource and operational alignment with business strategies and optimise processes to execute business case benefits. Ensure that process changes are measured so that unit cost calculations and turnaround times are accurate (Time standards calculated).
• Comply with governance in terms of legislative, audit requirements and internal policies.
• Provide handover to the relevant execution team responsible for delivering on approved initiative / project, including training, where relevant.
• Investigate, analyse and develop opportunities into comprehensive business cases with a strong emphasis on efficiency gains, cost savings, improved quality and / or customer experience by developing presentations and present business cases to business stakeholders in order to formalise into a prioritised project / initiative.
• Optimise processes to execute business case benefits by ensuring that process changes are measured so that unit cost calculations and turnaround times are accurate.
• Perform Root Cause Analysis where we experience process breakdowns and develop counter measures.
• Identify key metrics for measurement post implementation and report on the results
• Deliver on process change identified or requested by business.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared.

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Purpose

• Manage activities ensuring levels are maintained, training is provided and that company standards are met. Planning, organisation and control of staff.

Experience and Qualifications

• Degree or Diploma
• 3-4 years related

Responsibilities

• Drive significant growth and profitability in the context of cost management
• Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency
• Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Maximise cross sell opportunities and strengthen client relationships
• Prepare business communication that is of a professional standard
• Contact prospective clients and sell appropriate banking products in order to achieve sales targets.
• Develop and implement a comprehensive service strategy and plan to deliver on customer needs/ expectations
• Comply with governance in terms of legislative and audit requirements
• Ensure efficiency of service productivity and performance in Call Centre
• Coordinate and facilitate all approved strategic projects
• Develop materials and documentation including minimum standards, templates, guidelines, FAQ’s and processes
• Develop a deep understanding of the technical trends, market, competition and trends in the market. Research and identify new entrants in the relevant industries (mobile, payments, finance etc). Assess opportunities and threats from these entrants
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
• Manage own development to increase own competencies
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies

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Purpose

• Manage team to deliver and support sales growth in the organisation while adhering to Sales processes and procedures to ensure compliance and reduce risk.

Experience and Qualifications

• Minimum: Grade 12 + RE1 and NQF 5
• 2 - 3 Years related experience
• Relevant FAIS Accreditation
• Person must not be an unrehabilitated insolvent

Responsibilities

• Drive significant growth and profitability in the context of cost management.
• Manage the growth of active customer Account Base to increase client base through leads, and customer initiated work.
• Provide sales support efficiencies and services in order to ensure retention of clients
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Monitor and manage the resolution of complaints and ensure the resolution of escalated complaints that lead to improved service delivery.
• Develop and maintain working relationships with a variety of stakeholders that enable the achievement of service delivery.
• Ensure own and team compliance to set governance and compliance procedures and processes and continuously identify and escalate risks.
• Track, control and influence sales activities with the specific aim to increase sales efficiencies of the team.
• Provide accurate and reliable sales statistics obtained from the Sales members and compile Sales reports and dashboards.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate and needed.
• Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
• Ensure appropriate skilling and adequate capacity of frontline team members for the adherence to service standards.