Operations Manager

Firstrand; Gauteng; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A leading banking group in South Africa is seeking an Operations Manager to manage the design and implementation of solutions aligned with strategic objectives. The ideal candidate will have over 3 years of experience in management and a focus on customer experience enhancement. Responsibilities include operational efficiency, team leadership, and stakeholder engagement. This position values diversity and inclusion, encouraging applicants to disclose disabilities voluntarily.

Qualifications

• 3+ years of experience dealing with Complaints.
• 2-3 years in Management.
• Experience in a collection team is advantageous.

Responsibilities

• Contribute to overall business improvement.
• Implement processes aligned to strategic objectives.
• Ensure operational efficiency and quality.

Skills

Leadership and team management

Customer Experience enhancement

Strategic planning

Business & Process improvement

Stakeholder engagement

Performance Management

Statistical reporting

Education

Grade 12 (Matric)

Degree

Job description

Job DescriptionHello Future Operations Manager Welcome to FNB, the home of the #changeables.

We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in as a Operations Manager, where you will manage the design and implementation of appropriate and sustainable solutions and ensure effective collaboration and integration across product houses, business units and segments where you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Now's the time to imagine your potential in a team where experts come together and ignite effective changeAs part of our team in our space, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Key Responsibilities

• Contribute to overall business improvement
• Identify and implement processes aligned to strategic objectives
• Customer Experience & Customer Service strategic alignment
• Leading all the respective teams (As per structure above)
• Making sure that the business achieves its strategic objectives related to customer (includes service, experience)
• Functions pertaining to management (people, production, customer, and finance)
• Responsible for people management - includes talent management, change leadership
• Align technology to business needs
• Operational efficiency and quality
• Provide operational and best practice context for internal environment
• Build relationships with peers and or colleagues that impact across business areas
• Ensures compliance to system and operational controls
• KRI indicators, client treatment with emphasis on compliance to legislation
• Statistical reporting on performance
• Effective budget management - Deliver the allocated part of the operations within agreed budgets, service levels and business targets
• Collaborate and work with the HR and IT teams to deliver required service levels
• Actively share information with other team members regarding successes, issues, trends, and ideas

Qualifications & Experience

• Education: Grade 12 (Matric)
• Degree
• 3+ years of experience dealing with Complaints
• Experience in a collection team (Advantageous)
• 2-3 years in Management
• Key Component: Leadership and team management
• Strategic planning
• Customer Experience enhancement
• Business & Process improvement
• Performance Management
• Reporting
• Stakeholder engagement (Including ownership and accountability for SLA with Associates)

Job DetailsTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.11 / 10 / 25All 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.