Job Description To advise and guide a team of servicing professionals in providing a superior client service within Client Services. To manage client relationships, resolve escalated issues, ensure operational efficiency and foster a culture of excellence and collaboration in the provision of a client service that exceeds service level expectations. Act as the primary point of contact for key clients, fostering strong relationships and ensuring exceptional service delivery by the Client Services Team. Address client queries, concerns, and requests in a timely manner, and resolve all escalated issues efficiently to maintain client satisfaction. Provide guidance and coaching to Client Services team members to enable delivery according to SLAs. Oversee the onboarding of clients, and coordinate with internal stakeholders where required to ensure smooth transactions. Ensure that the onboarding process is well-documented, and that the Clients' documentation is stored appropriately. Monitor the delivery of client services, considering accuracy, completeness, and adherence to SLA. Proactively identify and address discrepancies in client service delivery, guiding team members to reach timely resolution. Communicate regularly with key clients to provide updates across all aspects of service delivery and relevant transactions/events. Ensure compliance with organisational and service-specific regulations, operations, and internal controls. Implement risk management strategies to minimise exposure to operational and service-related risk. Identify opportunities for, and recommend process improvements, particularly regarding automation within the Service space, driving efficiencies and enhancing service delivery. Maintain internal control standards and address audit points and/or any issues raised by regulators in a timely manner. Provide the required support to team members in relation to development needs. Ensure that team individual goals are aligned to organisational goals and deliverables are met. Promote a culture that enables team engagement and motivated staff. Ensure that team individual goals are aligned to organisational goals and deliverables are met. Promote a culture that enables team engagement and motivated staff. QUALIFICATIONS Bachelor's degree in accounting, finance, banking, or a related field. EXPERIENCE AND SKILLS 5 to 8 years’ experience in a similar environment, of which 2 to 3 years ideally at management level Knowledge of laws and regulations as they apply to banking, company policies, and operations. Strong leadership and team management skills. Excellent time management skills and ability to plan and set priorities. Excellent verbal and written communication skills. Strong interpersonal skills in dealing with senior management and external stakeholders #Post #FNBBotswana #LI-RN1 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. 18/09/25 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.
