Customer Service Centre Head

Customer Service Centre Head- job post
FirstRand
73 reviews

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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

stay curious and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team. All appointments will be made in line with the Bank’s Employment Equity plan The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
purpose
To determine and direct segment customer service strategy that is in line with the segment strategy and provide segment customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests
experience and qualifications
Minimum Qualification - Relevant Post Graduate
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
Consumer behavior
Segment sales and service tools and leading practices
FNB retail products and channels
additional requirements
In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.
responsibilities
Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
Develop rigorous business cases to drive new, differentiated segment service strategies to maintain market share
Deliver exceptional and high quality service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
Manage expenditure planning and reporting within approved budget parameters
Draw up a budget aligned to tactical delivery plans, monitor effectiveness and report on variances
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
Develop tactical strategy and delivery plans in support of functional strategic objectives in partnership with leadership
Define, develop and maintain policies, procedures, standards and frameworks to efficiently manage practice and provide thought leadership
Implement client retention strategies effectively and report on the effectiveness thereof for future improvement
Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
Integrate business information, and compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes
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

Job ID : , #2394, 4 views,

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