Client Experience Head B - Johannesburg, South Africa - FirstRand

FirstRand

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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