FNB Careers 2025 – Customer Service Centre Head

Job Description:

Job Responsibilities:

• Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes
• Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence
• Establish mutually beneficial relationships with stakeholders that support thought leadership, innovative and integrated practice solutions
• Develop rigorous business cases to drive new, differentiated segment service strategies to maintain market share
• Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
• 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
• Deliver exceptional and high quality service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
• Develop tactical strategy and delivery plans in support of functional strategic objectives in partnership with leadership
• Demonstrate leadership behaviour through personal involvement, commitment and dedication in support of organisational values
• Anticipate and meet the needs of clients and commit to continuous development and entrenchment of a customer service culture
• Manage expenditure planning and reporting within approved budget parameters
• Implement client retention strategies effectively and report on the effectiveness thereof for future improvement
• Define, develop and maintain policies, procedures, standards and frameworks to efficiently manage practice and provide thought leadership
• Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG

Job Requirements:

• In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Qualification & Experience:

• Experience – 5 to 8 years’ experience in a similar environment, of which 2 to 3 years ideally at management level
• Additional Knowledge – Sales and service strategies
• Minimum Qualification – Relevant Post Graduate
• FNB retail products and channels
• Segment sales and service tools and leading practices
• Consumer behavior

Job Details:

Company: FNB South Africa

Vacancy Type:  Full Time

Job Location: Sandton, Gauteng, South Africa

Application Deadline: N/A

Apply Here

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