Client Service Head

1 week ago

Randburg, South Africa FirstRand Full time

Job Description

Direct and manage strategic plans, resources, policies, programs and schedules for business, and continually align these objectives to ensure high service levels are maintained

To ensure service delivery across the various segments are delivered through multiple channels with a huge focus to drive client enablement via electronic channels

Hello Future Client Service Head,

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 FR Short Term Insurance, 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:

- Develop tactical plans to drive revenue growth
- Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate
- Draw up a budget aligned to tactical delivery plans, monitor effectiveness and report on variances
- Develop tactical strategy and delivery plans in support of functional strategic objectives in partnership with leadership
- Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes
- Implement corporate governance, compliance, integrity and ethics policies in practice area(s) in order to identify and manage risk exposure
- Define, develop and maintain policies, procedures, standards and frameworks to efficiently manage practice and provide thought leadership
- Maintain expert knowledge on relevant legislative amendments, industry best practices and provision of advice to relevant stakeholders
- Build and maintain an effective network and pipeline for further expansion of business within area of accountability
- Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture
- Establish mutually beneficial relationships with stakeholders that support thought leadership, innovative and integrated practice solutions
- Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience
- Min 5-10 years’ experience in a leadership role
- Experience in running and optimizing call centre and sales call centre performance.
- Ability to manage the growth of customers through channel enablement.
- Ability to align customer sales experiences with BU growth strategies.
- Favourable to have experience in planning and executing campaigns successfully. As well as, setting standards and benchmarks for measuring successful campaign execution.

You will have access to:

- Opportunities to network and collaborate
- A challenging working environment that is progressive and agile
- Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you have the following:

- Effective communication skills both orally and written will not be compromised.
- Effective self-management of annual and other leave,
- Meticulous attention to detail, accuracy and quality of work delivered
- Must be a Team Player

post

fnb

LI-AW1

Job Details

15/01/25

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