Job Description •Responsible leading and driving customer experience by focusing on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience. Drive the requisite service culture within the segment and the different touch points to achieve the desired customer experience through various interventions. Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture. Visit clients and be proactive and intentional on the journey to deliver client service excellence. Attends to customer escalations on requests and general, queries and implements solutions to address customer service challenges for improved service delivery. Cultivate and manage objective working relationships with a variety of internal and external stakeholders across the subsegments and the different touch points. Draft and implement frameworks, methodologies, guidelines and procedures to support root cause analysis as a discipline in the customer experience journey. Ensure that customers are engaged in a professional manner as specified by our Service Promises and non- negotiable service standards and customers’ needs and expectations are very well understood. Achieve retention by managing the service breakdown activities as prescribed by the Bank’s complaints management strategy. Prepare business communication that is of a professional and acceptable standard. Perform internal root cause analysis and facilitate the process to design and implement appropriate solutions to remedy the situation. Perform service recovery and continue to build relationships with all clients and communicate complaints and solutions to all stakeholders. Ensures team works in accordance with set Service Level Agreements and Standard Operating Procedures and agreed turnaround times are achieved for service excellence. Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data. Demonstrate the ability to add value and address customer service challenges across the Credit Value Chain by engaging all stakeholders. Monitor and coach behaviors that ensure a service culture which builds rewarding relationships. Plans and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and customer centricity. Achieve competence against all key result areas required. Design and deliver customer service solutions, systems and interactions aligned to Organisational values and service standards Establish, manage and maintain sound relationships with stakeholders based on trust that builds the brand. Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels, and putting the customer first Introduce best practice customer service solutions and efficiency models. Monitor and evaluate all customer touch points to ensure the effectiveness of customer experience. Contribute to sustaining a competitive edge through external networking, benchmarking and representation on related forums. Model and coach behaviours that build rewarding relationships, encourage innovations and allow others to provide exceptional customer service. Provide thought leadership and expertise. Provide input into, and implement, corporate governance, compliance, integrity and ethics Creates risk awareness and manages audit findings. Participate in Group risk forums where required and cascades relevant information through team. Drive strategic projects, change management and platform integration across operations and leverage Group capability to exploit opportunities. Ensure and encourage adherence to an operational framework of policies and procedures. Understand the competency and skills sets to be mastered to ensure personal and employee development and performance Identify development needs and select effective solutions to address own and employee development needs to facilitate improvement of self and team. Ensure that each employee prepares a personal development plan that is implemented and reviewed as required. Share constructive feedback that motivates others to grow. Qualifications An appropriate recognized Business Degree, a post graduate qualification will be an added advantage.. A post graduate qualification will be an added advantage. Minimum of 5years’ experience in a Service and customer interaction role across all the different customer touch point. A very clear understanding of the different operating areas within the Commercial Segment and the different enablers. Or within a financial services industry. Experience and Skills Advanced knowledge of FNBB products Adheres to turn-around times/deadlines. Full understanding of the segment, channel and key enablers operational areas. Persuasive, resilient with strong negotiation Skills problem resolution and decision making. Computer literate (word, excel, outlook, internet), Knowledge of Organisational software (Hogan) Building Relationships & Assertiveness Customer Service Orientation Self- driven and results Orientation Excellence / Quality Orientation Presentation and Facilitation of all customer related matters. Decision making, organization skills and tracking implementation. Role model leadership Verbal, non-verbal and written communication, including the ability to influence teams on ideas and negotiate acceptance of proposals and plans 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. 14/08/25 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. Introduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match. Should you have any queries, please log it via MyQ. FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.
