Job Description

Hello Future Customer Service Solution 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 working across FNB Home & Secured Lending (HSL) as well as Customer & Sales Interactions (CSI) 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 change.

Are you someone who can:

• Customer Communication: HSL communication to customers through all channels and methods available including APNs, Emails, SMS, OfferX, internet capability

• Team Management: Manage and leading the campaign team. Regular check-ins required, guidance on what is most important, applying pressure on senior stakeholders for feedback

• Customer Retention: Focus on strategies to retain existing customers, which is often more cost-effective than acquiring new ones.

• Customer Insights: Analyse customer data to understand behaviours, preferences, and needs, helping to tailor products or services for campaigning.

• Brand Loyalty: Effective CVM strategies enhancing customer satisfaction and loyalty, leading to long-term brand advocates.

• Strategic Planning: Contribute to strategic planning by aligning customer strategies with broader business goals.

• Deliver against CVM targets

• Provide input into the budgeting process and monitor utilisation for the financial year according to the operational plan

• Allocate and approves expenditure

• Collate, analyse and evaluate data and information to forecast expenditure and cash flow trends and make recommendations to improve budget

• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in

• Engage in cross-functional relationships to obtain and to provide work support

• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data

• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities

• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability

• Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements

• Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes

• Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks

• Educates others and makes suggestions for improvements

• Networks and participates in specialist risk forums where required

• Understand competencies and skills required for own and employee's development and performance

• Identify development needs and select effective solutions to address own and employee development needs

• Ensure that each employee prepares a personal development plan that is implemented and reviewed as required

• Provide on the job coaching and guidance

• Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity

• Partner and collaborate with team members to achieve team success

• Share information and knowledge that benefits the team

You will be an ideal candidate if you:

• Must have a financial related Bcom degree

• Must have at least minimum of 4 years of experience in a similar role

• Must have intensive of management experience

• Marketing experience is advantageous.

• Must have strategic skill

You will have access to:

• Opportunities to network and collaborate

• A challenging working environment

• Opportunities to innovate

We can be a match if you are:

• Adaptable and curious

• Analyse complex data sets

• Thrive in a collaborative environment

• the person must be resilient and level headed in a challenging environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

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.

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.

26/07/25

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.