Client Experience Manager - Johannesburg at FirstRand Group

Job Description

Hello Future Client Experience Manager (FNB FinWorx)

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 talent team, 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.

The Business Unit that the successful candidate will be working in is FinWorx – it is comprised of iFinance and Finance Business Solutions(FBS). Our customers are mostly the finance and procurement communities within FirstRand Group. We have embarked on a Group wide Finance Transformation Programme called Prescient and we are excited about the future of finance within the Group. Our customers are at the center of our strategy and we want to continue to build our customer engagement platforms as well as our product and service offerings.

Are you someone who fits the below criteria?

• Has experience in developing and leading customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met
• A People Person - the successful candidate will be engaging with stakeholders from both finance and non-finance business units across FirstRand.
• Has experience in enhancing the customer experience
• Has conducted surveys with customers and has analysed this data to gain insights
• Has Finance experience or qualification – this addition will be an advantage

Key Responsibilities:

• Gather and leverage customer analytics and market insights to inform the business on decisions that could negatively impact the customer experience or on profitable opportunities to improve the customer experience
• Prioritize initiatives, develops and leads customer experience frameworks that deliver financial benefit and a positive impact on the customer experience
• Translating customer needs into actionable goals
• Deliver internal and external customer service excellence through adherence to quality service standards
• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation

We can be a match if you are:

• Able to work independently and deliver within agreed time frames
• Self-starter and able to build relationships
• Have at least 4 years' experience in similar role
• Minimum qualification Bcom General or Bcom Finance / Accounting / Marketing will be an advantage 

You will have access to:

• Opportunities to network and collaborate.
• Challenging work.
• Opportunities to innovate.