Client Desirability Operations Manager

2 weeks ago


Johannesburg, Gauteng, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

purpose:

  • To plan and manage the Client Desirability operations and implement the execution strategy of Group screening, monitoring, and reporting requirements inline with segment risk appetite
    experience and qualifications:
  • Relevant Degree: in Business Management/ Financial Management/ Logistics Management/ Operations Management
  • Experience and Skills : 5 to 8 years' experience in a similar environment, of which 2 to 3 years ideally at management level
    additional requirements:

responsibilities:

  • Draw up a budget aligned to tactical delivery plans, monitor effectiveness and report on variances
  • Focus on tactical service plans to deliver and continuously provide a consistent, seamless, and positive customer experience
  • Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions
  • Ensure compliance to legislative and audit requirements and adherence to relevant processes
  • Contribute towards defining the portfolio level and the overall Client Desirability strategy
  • Plan, manage and forecast Client Desirability capacity and quality requirements for the Group
  • Determine feasibility and influence priority of projects (i.e., capability automation, quality enhancement, process improvement, etc.)
  • Maintain optimum efficiencies regarding staff numbers and associated resources by setting budget requirements in accordance with the business plan and monitor compliance
  • Translate Client Desirability strategies into actionable goals and track progress through specific performance measures and control systems
  • Understand, deliver and report on the values and strategic intent of various projects and initiatives to make informed decisions
  • Ensure effective execution against relevant projects and initiatives
  • Develop and implement differentiated service models for client segments
  • Drive and adhere to desired quality standards and procedures to inform decision making in line with Group or Segment risk appetite
  • Ensure the development, alignment, and implementation of endtoend processes, leading to operational optimisation and alignment to platform
  • Compile, manage and administer training in accordance with Client Desirability process and procedures including functional training
  • Demonstrate leadership behaviour through personal involvement, commitment, and dedication in support of organisational values
  • Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence


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