Customer Service Solutions Manager at FNB South Africa

Are you someone who can:

• Customer Communication: HSL communication to customers through all channels and methods available including APNs, Emails, SMS, OfferX, internet capability
• Team Management: Manage and leading the campaign team. Regular check-ins required, guidance on what is most important, applying pressure on senior stakeholders for feedback
• Customer Retention: Focus on strategies to retain existing customers, which is often more cost-effective than acquiring new ones.
• Customer Insights: Analyse customer data to understand behaviours, preferences, and needs, helping to tailor products or services for campaigning.
• Brand Loyalty: Effective CVM strategies enhancing customer satisfaction and loyalty, leading to long-term brand advocates.
• Strategic Planning: Contribute to strategic planning by aligning customer strategies with broader business goals.
• Deliver against CVM targets
• Provide input into the budgeting process and monitor utilisation for the financial year according to the operational plan
• Allocate and approves expenditure
• Collate, analyse and evaluate data and information to forecast expenditure and cash flow trends and make recommendations to improve budget
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
• Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements
• Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
• Educates others and makes suggestions for improvements
• Networks and participates in specialist risk forums where required
• Understand competencies and skills required for own and employee's development and performance
• Identify development needs and select effective solutions to address own and employee development needs
• Ensure that each employee prepares a personal development plan that is implemented and reviewed as required
• Provide on the job coaching and guidance
• Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity
• Partner and collaborate with team members to achieve team success
• Share information and knowledge that benefits the team

You will be an ideal candidate if you:

• Must have a financial related Bcom degree
• Must have at least minimum of 4 years of experience in a similar role
• Must have intensive of management experience
• Marketing experience is advantageous.
• Must have strategic skill

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate
• We can be a match if you are:

Adaptable and curious

• Analyse complex data sets
• Thrive in a collaborative environment
• the person must be resilient and level headed in a challenging environment

End Date: July 26, 2025