Client Experience Head B

2 days ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:
Ensure the delivery of high quality service to all customers and ensure business targets are met.

**experience and qualifications**:

- B Degree
- Post Graduate qualification will be an advantage
- 3 to 5 years experience in a similar position and 5 years in financial services industry
- **additional requirements**:
**responsibilities**:

- Achieve net profit growth for Group
- Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of projects to increase cost efficiency
- Develop and implement differentiated service models for client segments
- Build and maintain strategic relationships with internal and external parties to support the service strategy
- Maintenance of expert knowledge on relevant legislative amendments, industry best practices and provision of proactive advice and solutions to relevant stakeholders
- Provide service support efficiencies in order to ensure retention of clients
- Translate strategies into actionable goals and execute initiatives with specific performance measures and control systems to track progress through business interaction and consultancy to ensure alignment of business process to strategy for the clients
- Monitor changes in legislation, regulations, initiatives and relevant industry practices. Ensure drafting and implementation of appropriate interventions. Ensure compliance with audit requirements
- Develop and implement a comprehensive service strategy and plan to deliver on customer needs/ expectations
- Coordinate and facilitate all approved strategic projects
- Ensure analysis is conducted to identify business performance improvements and reengineering initiatives
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
- Manage own development to increase own competencies
- Change Management and Training functions arranged to lead, manage, coach and mentor teams
- Contribute to the development and execution of the business unit strategy through the development and implementation of the People Strategy and operational objectives

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