Job Description

To drive the strategy towards customer centric solutions through product management and deliberate customer value proposition development ensuring practice integration and operational implementation through customer experience frameworks to ensure the achievement of product portfolio management objectives and business targets are met

Are you someone who can:

• Develop new credit value propositions and enablement processes portfolio revenue growth

• Control expenditure and identify process improvements to contain and reduce costs

• Identify and utilise opportunities for revenue growth to deliver on sales targets

• Develop, encourage and nurture collaborative relationships across area of specialisation

• Display and encourage an appreciation of teamwork and inclusivity

• Compile reports that track progress and guide business to make informed decisions

• Ensure development and continuous value add improvement to operational processes

• Manages risks in own area of responsibility

• Identify opportunities to expand customer base with potentially profitable customers

• Provide input into the development of the tactical strategy, and develop and implement a supporting operational strategy

• Manage team performance in achievement of business objectives

• 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

• Ensure full understanding of customer needs to deliver a quality service

• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards

• Communicate how customer service solution will be implemented and secures buy-in

• Manage and lead strategic projects Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options

• Ensure resolution of customer queries and complaints timeously and ownership of issues

• Analyze customer feedback to help improve customer service

• Propose ideas to improve customer service

• Align business process to strategy and clients

• Conduct competitor analysis to identify opportunities for innovate new value propositions Develop new credit initiatives and value proposition, which align with the various segment strategies, utilizing current credit products to enable judgmental or scored credit portfolio growth

• Design and implement processes that improve efficient for any new credit product 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 minimize redundancy

• Monitor customer feedback reports and align processes to maximise efficiencies Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management

• Manage the growth of active customer account base Coordinate and facilitate all approved strategic projects from inception to final execution, including post implementation evaluation

• 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 findigns 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

• Develop, encourage and nurture collaborative relationships across area of specialisation

You will be an ideal candidate if you:

• Minimum Qualification: A relevant bachelor’s degree in commerce (NQF Level 7) or similar related qualification.

• Minimum Experience: 3 - 5 years in a similar environment.

As a #Changeable you will have access to: 

• Opportunities to network and collaborate 

• Work that is challenging 

• Opportunities to innovate 

• Conditions that are flexible 

• Focus on health and wellbeing 

• Resources to help you with your professional development 

• Generous leave policy 

• Preferential employee banking rates 

We can be a match if you are / have 

• Analytical 

• Adaptable and curious 

• Thrive in a collaborative environment 

• Conceptual and Big Picture Thinking 

• Strategic Thinking 

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

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 fulfil 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. 

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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.

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.