Vacant Job Opportunities at FNB South Africa

Job Description

• To strategically and operationally manage and grow a portfolio of high revenue generating clients. These responsibilities include the key relationship management of these key clients, seeking, identifying and exploiting business opportunities for the bank and growing the portfolio through the acquisition of new clients. Success will be measured through client satisfaction levels, financial performance of the portfolio, sound governance and new client acquisition.
• Manage cost to income to increase profitability and efficiencies for the business.
• Enhance business performance and profitability.
• Drive customer service delivery goal achievement in line with predefined standards and in support of operational objectives.
• Ensure growth and increase in customer base by ensuring that the team manages existing clients, generates new leads and grows active customer account base.
• Develop and manage key stakeholder relationships that enable achievement of operational objectives.
• Drive the achievement of customer migration by recommending solutions and improving efficiencies
• Set tactical goals and optmise the use of the people, finances and technologies in order to realize those goals.
• Define a sales strategy and delivery plans in support of the strategic business objectives
• Assess and evaluate credit applications in accordance with the Banks Credit Policy and within set time frames.
•  Ensure compliance to legislative and audit requirements and adherence to relevant processes.
• Compile reports that track progress and guide business to make informed decisions.
• Ensure compliance to legislative and audit requirements and adherence to relevant processes.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
• Manage people by executing line manager responsibilities and create an environment that encourages employee growth and performance excellence.

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Job Description

• Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.
• Leads identified converted into successful sales.
• Ensure activities support cost containment and reduction.
• Educate customers on correct eChannels to maximize channel optimisation opportunities identified aligned to customer needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
• Always conduct themselves in an ethical manner.
• Adhere to the TCF (Treating Customer fairly) principles in all that you do.
• Optimize every customer interaction to migrate cash transactions and/or convert customer to eChannels and encourage use of digital and self-service channels.
• Resolve all customer queries efficiently, and within agreed timelines.
• Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs.
• Contribute to the overall effectiveness and success of the team.
• Improve knowledge and competencies by completing role specific training as per eCareers.

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Your responsibilities will include:

• Achieving predetermined sales targets across the business by identifying opportunities in the clients base to advise clients on FirstRand approved investment and risk solutions.
• Informing and educating clients on products and services to ensure retention of existing clients, increasing sales revenue, and expanding the organisation's client base.
• Analysing financial information obtained from clients to develop a financial plan or proposal using the correct tools.
• Formulating proposals in cash management, risk needs, investment planning, estate planning, or other areas to help clients achieve their financial goals.
• Providing regular client reports against agreed service level agreements.
• Ensuring that the quality of advice remains high and consistent and in line with FNB’s investment philosophy and product approved matrix.
• Contributing to sustaining a competitive edge through external networking, benchmarking, and representation on related forums.
• Developing networks and build alliances to grow and strengthen internal support bases.

Qualifications and Experience required:

• A Certified Financial Planner (CFP) with a graduate qualification in Finance, Investment or Economics or related degree.
• Solid experience in providing custom built solutions to our client’s wealth portfolios at a managerial level is a fundamental requirement for this role.
• At this level, the Wealth Manager will have CAT 1 licenses, signed off for supervision. CAT 2 licenses would be an advantage.

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Are you someone who can:

• Build and maintain strong relationships with clients.
• Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations.
• Educate customers to the correct Banking platform aligned with their needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Analyze customer data and recommend tailored solutions.
• Achieve sales results by providing contextual and integrated financial solutions to customers.
• Conduct yourself in an ethical manner.
• Takes accountability for own performance, personal and career development.
• Show empathy with customers.
• Stay updated on industry trends and product knowledge.

You will be an ideal candidate if you possess the following:

• A completed financial related qualification (NQF5 or higher)
• 1-2 years’ experience in Client Services Support and delivery

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Job Description

• To translate the user journeys into an omni-channel experience by constructing high fidelity screen flows using existing User Interface symbols and User Interface patterns as specified in our User Experience Design System
• Control expenditure and identify process improvements to contain and reduce costs.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
• Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability.
• Ensure implementation of relevant policies, governance and practice standards across the business.
• Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements.
• Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes.
• Develops an understanding of risks and risk management approaches Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks.
• Educates others and makes suggestions for improvements.
• Networks and participates in specialist risk forums where required.
• Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability.
• Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map.
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement.
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy.
• Monitor customer feedback reports and align processes to maximise efficiencies.
• Provide project status updates Interpret project briefs correctly from business stakeholders Conduct regular project touch bases with business and development to ensure UX design standards are upheld Ensure all project UX deliverables are uploaded and readily available when needed.
• Provide support to internal team members and external OCEP partners in terms of UI patterns and UX standards.
• Participate in project JADs with project stakeholders including business analysts, system analysts and developers and QA testers to provide support and help guide the proposed user experience by clarifying business requirements and understanding any technical constraints.
• Ensure user journeys are constructed and clearly defined.
• Ensure correct symbols, UI patterns and UX standards are adhered to and applied when constructing screen flow experiences.
• Ensure decisions are backed by best practice principles and be able to defend and motivate design choices.
• Perform User Acceptance Testing (UAT) in test environments to ensure the screen flows constructed are implemented correctly by development from a UX standards perspective.
• Liaise with a Copywriter and UI Designer within the team to ensure copy standards are adhered to and consistently applied across all screen flows to ensure any iconography, illustrations and background imagery are constructed and incorporated into the necessary screen flows.
• Participate in planned activities that are appropriate for own development.
• Display and encourage an appreciation of teamwork and inclusivity.
• Develop, encourage and nurture collaborative relationships across area of specialisation.

Requirements:

• Figma experience would be beneficial
• 3-5 years' experience in UX
• Relevant tertiary certificate 

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Are you someone who can:

• Review and update Regulatory Universe and obtain business owners approval.
• Review and update Regulatory Risk Management Plans together with business owners and obtain final approval of the plans. 
• Efficiently and effectively conduct planned compliance reviews in accordance with the approved coverage plan, within allocated time frames and in line with the Monitoring Operating Procedures. (Produce consistently high-quality outputs within agreed deadlines).
• Build sound relationships based on trust and openness and escalate delays timeously to expedite engagement execution.
• Draft reports which include rationale for findings, proper root cause analysis, risks posed, and action required to address the identified risks.
• Work with business owners and management to agree on appropriate action plans that address identified root causes.
• Provide advisory services and guidance to business owners in addressing certain compliance requirements. 

You will be an ideal candidate if you:

• BCom, LLB or bachelor’s degree (Legal, Risk, Compliance or Auditing).
• Postgraduate Diploma in Compliance, Risk Management, or related field will be advantageous.
• Have 3 to 6 years of experience in a Risk Management, Compliance, Regulatory, Monitoring/Audit or similar environment.
• Have strong understanding and in-depth knowledge of the financial advisory, National Credit Act, Conduct Standards for Bank, Financial Markets Act, JSE Rules, POPIA/GDPR, etc. 

You will have access to:

• Opportunities to network and collaborate with stakeholders at all levels of the organization.
• Engage with subject matter experts to enhance and develop your skill set.
• Opportunities to innovate and use data analytics. 

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Job Description

• As the Product Manager for the Funeral product, you will have the unique opportunity to take this flagship product to the next level. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Business Ownership:

• Defines product objectives and strategy aligned to the overall business strategy
• Defines, ranks and prioritizes strategic and tactical initiatives to deliver
• the business objectives/strategy
• Drives the delivery of the strategic and tactical initiatives 
• Accountable to grow the product income statement and customer base
• Ongoing monitoring and tracking of product performance against customer expectations and business strategy
• Set and maintain customer experience targets in support of the business’ product strategy

Product Ownership:

• Responsible for market research and analysis 
• Develops and maintains unique Customer Value Propositions (CVPs) and customer journeys based on the understanding of the competitor landscape as well as the target market and their needs 
• Oversees product design, development and implementation
• Ensures adherence to legislative/regulatory requirements for all products

Stakeholder Management:

• Articulate Funeral Product strategies and considerations and represent the product at relevant Exco’s, Manco’s and approval forums
• Partner with Channels, SubSegments, Sales teams and marketing to deliver sales and growth initiatives
• Guide support functions across the value chain to agreed deliverables and service level agreements (SLAs) to ensure delivery of the expected customer experience, processes and solutions
• Provides SME advice/input to the support functions and as required by the business as a whole

We can be a match if you are experienced in: 

• 5 to 7 years’ experience in Retail Banking / Insurance industry or similar environment
• Having a minimum undergraduate degree with preference for post graduate qualification
• Understanding the Funeral Product Market 

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Are you someone who can:

• Make use of data analytics and scripts during compliance reviews and validation to create efficiencies and create ongoing monitoring opportunities.
• Manage end to FinCrime Compliance program as a deployed resource into various Segments within FNB.
• Advise on and provide guidance and support to stakeholders in relation to the execution of the practice relevant FinCrime legislation, frameworks, policies, processes, and tools.
• Provide guidance and advisory services and consult with business stakeholders to recommend controls and processes to ensure FinCrime compliance and informed decision making. 
• Comply with governance in terms of legislative and policy requirements.                    
• Participate in planned activities that are appropriate for own and employee development.
• Ensure development and continuous value add improvement to operational processes.

You will be an ideal candidate if you:

• BCom, LLB or bachelor’s degree (in a business-related discipline, Legal, Compliance or Auditing).
• Postgraduate Diploma in Compliance, Risk Management, or related field will be advantageous.
• Have 8 to 10 years of experience in a Risk Management, Compliance, Regulatory, Monitoring/Audit or similar environment.
• ACAMS

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Are you someone who can:

• Provide first line support on escalations that are outside of turnaround time
• Manage all segment leadership requests
• Report on all Challenges within regions and manage expectations
• Manage the full process related engagement from submission of quote to completion
• Proactively support lead usage, assisting with seeking opportunities through adviser tools
• Drive campaign management in region on all newly launched campaigns, launch, track and keep momentum going

You will be an ideal candidate if you can:

• Track and contribute to the attainment of the monthly budget, reporting on progress, as well as deriving strategies on how to close gaps in achieving targets
• Analyse and develop implementation plan against the forecasted financial budget
• Develop tactical budget for area of responsibility that minimise expenditure and manage costs
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Contribute to sustaining a competitive edge through upskilling and coaching frontline advisors on how to effectively upsell clients
• Develop and implement practices which build service delivery excellence and implements efficiency models

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate

We can be a match if you:

• Model and coach behaviours that build rewarding relationships, encourage innovations and allow others to provide exceptional customer service
• Maintain expert knowledge on relevant legislative amendments, industry best practices and provide of advice to relevant stakeholders
• Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
• Participate in relevant management forums where required and cascades relevant information through team
• Identify opportunities across the business by grouping similar projects to enable the re-use of similar enterprise capabilities to improve efficiencies and manage duplication