Branch Operations Leader: Digital Adoption & Customer Experience

FirstRand Limited; Wes-Kaap; On-site; ZAR 600,000 - 900,000; Full time

Job summary

FirstRand Limited, trading as FNB, is seeking a Branch Controller to manage branch resources and implement operating policies to maximise sales and customer experiences. You will oversee branch operations, risk controls, and governance while driving efficiencies and service excellence.

In this role you will lead digital migration initiatives, coach teams to high performance, identify growth opportunities with creditworthy customers, and ensure audit compliance.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking or Business Management or related fields.
• 4–5 years of experience in branch operations or similar environment.

Responsibilities

• Manage branch operations, resources and processes to maximise efficiency and customer experience.
• Drive digital migration initiatives and adoption of electronic banking.
• Ensure adherence to audit requirements, governance, compliance and risk mitigation.
• Identify opportunities to grow the customer base with creditworthy and profitable customers.
• Lead and develop a high-performing team focused on service excellence and cost reduction.

Skills

Branch operations

Audit processes

Risk management

Team coaching

Digital migration

Customer satisfaction

Leadership

Process improvement

Cost reduction

Planning

Agile

Communication

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking or Business Management

Job description

FirstRand Limited, trading as FNB, is seeking a Branch Controller to manage branch resources and implement operating policies to maximise sales and customer experiences. You will oversee branch operations, risk controls, and governance while driving efficiencies and service excellence.

In this role you will lead digital migration initiatives, coach teams to high performance, identify growth opportunities with creditworthy customers, and ensure audit compliance.