Internal Communications Lead at FNB South Africa

Job Description

• To formulate and translate business internal communications strategic plans into segment objectives to enable internal communications best practice.

What You’ll Be Responsible For:

Customer & Service Excellence

• Resolve customer complaints by taking ownership and driving resolution.
• Analyse feedback to improve service delivery and customer experience.
• Ensure timely, accurate, and high-quality delivery of communications.
• Propose innovative ideas to enhance internal service and engagement.

Relationship Building & Collaboration

• Build strong relationships to manage expectations and foster collaboration.
• Engage cross-functionally to support and enable business objectives.
• Represent the business in relevant forums and external networks.

​​​​​​​Strategic Communications & Advisory

• Provide internal communications advisory services to business segments.
• Draft compelling content to increase visibility across Group platforms (Sync, XTV, myFNB).
• Co-create content for segment-specific internal communications conferences.
• Align communications tactics with the FNB Group Internal Communications Strategy.

Operational Excellence & Reporting

• Deliver against operational and cost targets, managing budgets effectively.
• Provide regular reports on service delivery and customer engagement.
• Analyse trends and data to support business decisions and identify improvement opportunities.

​​​​​​​Governance & Compliance

• Ensure compliance with statutory, legislative, and governance requirements.
• Maintain expert knowledge of industry best practices and internal policies.
• Implement governance and compliance procedures within your area of responsibility.

​​​​​​​Strategic Planning & Execution

• Support the Business in developing annual internal communications plans
• Engage executives and management teams to prepare and execute communications tactics.
• Assist in developing content for the annual Retail and Commercial conference.

​​​​​​​Leadership & Development

• Contribute to a culture of learning and knowledge sharing.
• Build collaborative relationships to drive productivity and innovation.
• Assess personal performance and identify development needs.
• Prepare and monitor a personal development plan with management.

​​​​​​​You will be an ideal candidate if you have:

• Bachelor of Arts in Business Communications.
• Background in Real Estate Management (advantageous).
• Proven experience in internal public relations and copywriting.
• Strong stakeholder engagement, especially with senior executives.
• Ability to conceptualize and execute strategic business unit presentations.
• Experience in crisis communication and tactical execution.

End Date: October 24, 2025