Client Desirability Operations Manager - Sandton, Johannesburg at RMB - Rand Merchant Bank

Purpose

• To plan and manage the Client Desirability operations and implement the execution strategy of Group screening, monitoring, and reporting requirements in-line with segment risk appetite

Experience and Qualifications

• Relevant Degree: in Business Management/ Financial Management/ Logistics Management/ Operations Management
• Experience and Skills : 5 to 8 years’ experience in a similar environment, of which 2 to 3 years ideally at management level

Responsibilities

• 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
• Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions
• Ensure compliance to legislative and audit requirements and adherence to relevant processes
• Contribute towards defining the portfolio level and the overall Client Desirability strategy
• Plan, manage and forecast Client Desirability capacity and quality requirements for the Group
• Determine feasibility and influence priority of projects (i.e., capability automation, quality enhancement, process improvement, etc.)
• Maintain optimum efficiencies regarding staff numbers and associated resources by setting budget requirements in accordance with the business plan and monitor compliance
• Translate Client Desirability strategies into actionable goals and track progress through specific performance measures and control systems
• Understand, deliver and report on the values and strategic intent of various projects and initiatives to make informed decisions
• Ensure effective execution against relevant projects and initiatives
• Develop and implement differentiated service models for client segments
• Drive and adhere to desired quality standards and procedures to inform decision making in line with Group or Segment risk appetite
• Ensure the development, alignment, and implementation of end-to-end processes, leading to operational optimisation and alignment to platform
• Compile, manage and administer training in accordance with Client Desirability process and procedures including functional training
• 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