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Job Description:

To drive and embed best practice processes, tools, and frameworks within the FirstRand group to provide seamless customer experience (Internal/External perspective). To act as a single point of contact for all parties involved during a major incident/s as well as ensure that the major incident responses, communication, escalation, resolution, and post-incident review is concluded in an effective, efficient, and professional manner.

Role Overview:

To actively contribute to the achievement of key business objectives through managing of all operational and administrative aspects within functional area and optimize business processes and workflows to improve efficiency, productivity and overall performance. Engaging stakeholders across departments to gather requirements, identify areas for improvement. Support operational efficiency across Retail, including product houses and customer sub-segments. Timely identification, prioritization and resolution of high-severity incidents while minimizing disruption to customer experience and business continuity.

Are you someone who can:

• Manage the daily execution of tasks and operations across the Retail business
• Ensure operational excellence through delivery of work processes aligned to quality standards and evolving business needs
• Drive and support strategic projects, change management and platform integration across business operations
• Drive continuous improvement in customer service delivery and transaction migration efforts
• Quickly assess incidents, identify impact and risks, and lead resolution team effectively
• Act decisively under pressure, ensuring timely escalation and communication during critical incidents
• Ensure the escalation matrix is reviewed, adopted and adhered to as per defined quality standards and business needs
• Lead post-incident root cause analysis discussions to minimize and/or eliminate future occurrences
• Compile reports that track progress and guide business to make informed decisions
• Develop, implement and monitor Service Level Agreements (SLAs) across operational functions
• Manage multiple incidents and maintain SLAs
• Review procedures and processes to manage service failures and drive continuous improvement
• Provide input into tactical strategy and develop a supporting operational strategy
• Investigate, document, and implement business process improvements and best practices
• Ensure and encourage adherence to operational frameworks, policies, and procedures
• Support internal fraud and incident investigations
• Manage operational risks and resolve audit findings in collaboration with relevant teams
• Ensure compliance with statutory, legislative, policy, and governance requirements
• Promote adherence to governance frameworks, internal policies, and compliance requirements
• Participate in planned learning and development initiatives to enhance own skills and contribution

You will have access to:

• Have a degree in Business Administration or a related discipline
• Have 3 to 5 years of relevant experience in a similar operational or process-driven environment
• Possess strong analytical, organisational, and problem-solving skills with a focus on execution
• Are experienced in working with cross-functional teams and managing diverse stakeholder expectations

We can be a match if you are:

• Always doing the right thing – Fight for ethical conduct and transparency, both inside and outside
• Curious – Believe in insight, creativity, and its power to unlock value
• Deeply Invested – Take initiative and be a leader in your own right
• Valuing differences – Be inclusive, gracious, decent, and humble
• Building Trust not Territory – Crete a culture of sharing
• Courageous – We’ve built a culture of bravery by speaking our minds and encouraging others to do the same

The company ONLY accept applications via their career portal. Interested candidates can apply via the link below:

Apply online via: FNB Career Portal

Closing Date: 25 June 2025