Current Jobs at FirstRand Group

Job Description

To provide customers speedy, accurate and efficient processing of their financial transactions  and ensure a memorable customer experience and contribute to the brand of FNB

• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity I
• Identify and escalates potential risks that may lead to increased costs
• Prevent wastage and identify process improvements to contain and reduce costs
• Adhere to Organisational values and service standards and interact with and communicate with customers accordingly
• Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements
• Meet set turnaround times while ensuring own availability, reliability and accuracy
• Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
• Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service
• Establish relationships with relevant individuals and departments to deliver on work expectations
• Adhere to relevant service level agreements to build trust in the relationship
• Execute own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
• Identify and escalate risk as normal part of work
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards
• Work with enhanced processes and procedures to maintain operational efficiencies
• Deliver work in an accurate manner to ensure consistent results
• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality
• Adhere to quality standards, turnaround times and Company policies and procedures
• Complete relevant administration, reporting and updating of information accurately and on time
• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps
• Create own personal development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends

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Job Description

To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

• Connect with our customers by living up to our brand promise of how can we help you? at all times
• Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs
• Always conduct themselves in an ethical manner
• Adhere to the TCF (Treating Customer fairly) principles in all that you do
• Identify and sell/cross sell products aligned to customer needs
• Maximise channel optimisation opportunities identified aligned to customer needs 
• Ensure activities support cost containment and reduction
• Optimise every customer interaction to migrate or convert customer to eChannels and or encourage use of digital and self-service channels
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience
• Demonstrate behaviour in support of the organisational values
• Takes accountability for own performance, personal and career development
• Improve knowledge and competencies by completing training specific for role as per eCareers
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs

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Job Description

To manage and support the key accounts team

• Drive an Increase in average balance of specific portfolio of assets as defined in the Financial Performance Report of the business
• Drive an increase in average balance of specific portfolio of liabilities (e.g. Call reports, 32 Day Deposits, Fixed Deposits) as defined in the Financial Performance Report of the Business
• Manage costs / expenses within approved budget to achieve cost efficiencies
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Build and maintain strategic relationships with internal and external parties to support the sales strategy
• Maintenance of expert knowledge on relevant legislative amendments, industry best practices and provision of proactive advice and solutions to relevant stakeholders
• Manage existing clients and grow portfolio through making contact and generating leads
• Provide sales support efficiencies and services in order to ensure retention of clients
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
• Comply with governance in terms of legislative and audit requirements
• Enter all Qualified leads into the sales pipeline and maintain on a daily basis
• Track, control and influence sales activities with the specific aim to increase sales efficiencies
• Develop materials and documentation including minimum standards, templates, guidelines, FAQ’s and processes
• Develop a deep understanding of the technical trends, market, competition and trends in the market. Research and identify new entrants in the relevant industries (mobile, payments, finance etc). Assess opportunities and threats from these entrants
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
• Manage own development to increase own competencies
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies

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Job Description

To apply appropriate sales processes within area of responsibility to achieve sales targets and build client relationships 

• Achievement of targets for business
• Understand, read and anticipate the market and clients needs to design and deliver innovative, customized value adding solutions to portfolio of clients
• Deliver exceptional service that exceeds clients’ expectations through proactive, innovative and appropriate solutions
• Maximise Business Portfolio cross sell opportunities and strengthen client relationships
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets
• Understand reasons for and comply with governance in terms of legislation and audit requirements
• Retrieve all qualified leads from internal channel sales pipeline and make contact with existing or new customer to generate a sale. Source new leads through external contacts and other channels to increase customer base if required
• Contact prospective clients and sell appropriate banking products in order to achieve sales targets
• Deliver the end to end client management process through continuous engagement with the client on process milestones, selling the FNB value proposition, facilitating the application process on behalf of the client, prepare the proposal to credit, manage internal dependencies, close the deal and manage post sales queries when relevant
• Analyse competitor information gathered and ensure active monitoring of market trends and influences. Identify new business opportunities that impact on the industry
• Track, control and influence sales activities with the specific aim to achieve previously determined sales targets in line with quality, productivity and sales requirements
• Manage own development to increase own competencies

go to method of application »

Job Description

To apply appropriate sales processes within area of responsibility to achieve sales targets and build client relationships 

• Achievement of targets for business
• Understand, read and anticipate the market and clients needs to design and deliver innovative, customized value adding solutions to portfolio of clients
• Deliver exceptional service that exceeds clients’ expectations through proactive, innovative and appropriate solutions
• Maximise Business Portfolio cross sell opportunities and strengthen client relationships
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets
• Understand reasons for and comply with governance in terms of legislation and audit requirements
• Retrieve all qualified leads from internal channel sales pipeline and make contact with existing or new customer to generate a sale. Source new leads through external contacts and other channels to increase customer base if required
• Contact prospective clients and sell appropriate banking products in order to achieve sales targets
• Deliver the end to end client management process through continuous engagement with the client on process milestones, selling the FNB value proposition, facilitating the application process on behalf of the client, prepare the proposal to credit, manage internal dependencies, close the deal and manage post sales queries when relevant
• Analyse competitor information gathered and ensure active monitoring of market trends and influences. Identify new business opportunities that impact on the industry
• Track, control and influence sales activities with the specific aim to achieve previously determined sales targets in line with quality, productivity and sales requirements
• Manage own development to increase own competencies

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Job Description

To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests

• Achieve net profit growth for business
• Achieve the delivery of exceptional customer experience against the Balanced Scorecard standards
• Manage the migration of accounts from transactional to Self Service
• Manage the growth of active customer Account Base to increase client base
• Maximise cross sell opportunities and strengthen client relationships
• Track, control and influence sales activities with the specific aim to achieve previously determined sales targets.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
• Comply with governance in terms of legislative and audit requirements
• Check all transactions on a daily basis to ensure new business applications are closed within appropriate timelines.
• Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies
• Compliance with procedures and processes contained in the Golden Rules.
• Provide accurate and reliable sales and service statistics.
• Manage own development to increase own competencies

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Job Description

To assist in proactively managing a portfolio of affluent clients with a team of Private Bankers through provision of analysis, research, sales and service fulfilment with the intent of identifying additional opportunities for banking new clients and growing a portfolio of existing clients through effective stakeholder management

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service
• Understand and market all financial services solutions within the relevant business offering
• Assist with profit growth for the business through
• Ensure effective management of the leads pipeline
• Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate
• Contribute to innovation by finding faster and more accurate ways of working
• Provide an efficient administration service through careful and timeous planning, reporting and updating of all relevant information
• Develop and manage key stakeholder relationships that enable achievement of operational objectives
• Deliver exceptional and high quality service that exceeds customers expectations through proactive, innovative and appropriate solutions
• Act responsibly with work related resources in order to contribute to cost containment
• Ensure growth and increase in customer base by ensuring the management of existing clients, generates new leads and grows active customer account base
• Comply with relevant statutory, legislative, policy and governance requirements as well as set processes and procedures related to area of specialization
• Provide sound services and recommendations based on customer and client needs, current information and trends
• Achieve expected financial targets and uphold associated service levels

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Job Description

To supervise a specialist team in the investigation and resolution of any errors or incidents that are raised or reported against the programmed functionality of the Banks financial processes, systems and ledgers This includes interpreting incident/ error reports to diagnose underlying problems, driving and tracking the progress of proposed solutions as well as implementing enhancements on existing processes (Amongst others, errors and incidents may relate to financial balancing and reconciliations, journal processing controls, data integrity and warehousing, financial reporting or fraud prevention)

• Identify process improvements in order to save costs.
• Identify, control and escalate potential risks which may lead to increased costs.
• Manage costs or expenses within approved budget to achieve cost efficiencies.
• Deliver against operational and cost targets.
• Ensure team adherence to specified policies, standards and procedures to prevent and reduce wastage and escalate associated risks.
• Implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.
• Prioritize resource allocation in order to minimize and reduce wastage in order to minimize fruitless expenditure.
• Maintenance of expert knowledge on relevant legislative amendments, industry best practices and provision of proactive advice and solutions to relevant stakeholders.
• Develop a deep understanding of the operational processes, methodologies, tools, systems and data employed by the Systems Accounting team in order to develop specialist technical and financial knowledge that can support immediate colleagues, team practices and processes, and systemic enhancements within the Bank.
• Identify unmet business needs and coach business partners on leading their own technology initiatives.
• Work closely with immediate colleagues to build capability across the team through sharing insights, learnings and subject matter expertise, and to collaterally support all systems accounting efforts to change, run and guide the Bank.
• Manage internal stakeholders and adhere to relevant SLA agreements.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
• Build and sustain collaborative working relationships with relevant peers and stakeholders in order to achieve productivity synergies.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Maintain a critical and broad / birds eye view of the Banks’ financial systems, with an understanding of the end-to-end flow of processes and information from one business area to the next, and ultimately to the general ledger.
• Ensure that systems accounting processes and systems are aligned to meet business, legal and regulatory requirements.
• Collaborate closely with immediate colleagues to ensure that systems accounting methods, processes and solutions are designed to be integrated, automated where possible, and compliant with operational, financial, legal and regulatory risk requirements.
• Interpret exception and/or incident reports and conduct mainframe / source data checks to determine error validity, cause and extent.
• Propose solutions to perform tactical and strategic fixes.
• Routinely monitor a test all environments to prevent issues from adversely impacting customer and general ledger accounts.
• Monitor exception reports and conduct manual recons as necessary to track tactical fixes.
• Monitor the system accounting incident report to track the progress of strategic fixes; test solutions post development to confirm that underlying problems have been addressed.
• Utilize standard methodologies to ensure that the sub- and general ledger balance and reconcile, upload data and relevant financial journal.
• Take all necessary actions to ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability.
• Maintain expert knowledge on relevant legislative amendments.
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialization and identify risks.
• Ensure optimal usage and protection of business assets industry best practices and FNB’s internal compliance procedures and requirements.
• Ensure compliance is adopted in terms of systems and procedures as laid out by FNB.
• Work with business partner to elicit high-level requirements, capture business needs, and to identify unmet business opportunities that support both the business strategy and project requirements.
• Determine information requirements to guide data management, integration and automation decisions.
• Apply systems accounting methodologies in clearly articulating, documenting and designing business, process and system requirements.
• Assess the risks of various solutions utilizing standard systems accounting methodologies, tools and frameworks, and prioritize competing business demands.
• Coordinate project delivery by participating in design reviews and walk-throughs to communicate system designs and validate proposed solutions.
• Obtain key inputs from enterprise architecture teams and identify solution interdependencies.
• Engage with relevant specialists within the systems accounting team and across the business (for example the finance, IT and risk teams), to incorporate legal and regulatory requirements, and usability and user interface needs when designing systems.
• Manage ongoing relationship with business partner to drive satisfaction with IT and proactively resolve business partner delivery and satisfaction issues.
• Identify effective activities to address own development gaps.
• Create own development plan and review plan with team leader or manager.
• Understand which competencies and skills are required to be mastered to ensure personal development and performance.
• Keep abreast of learning opportunities, changing products and trends.
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared.
• Build and sustain collaborative working relationships with relevant peers and stakeholders in order to achieve productivity synergies.
• Promote and develop a continuous improvement culture.

go to method of application »

Job Description

To provide a positive customer experience by being helpful and sensitive to customers needs, expectations and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

• Connect with our customers by living up to our brand promise of how we can help you? at all times
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs
• Conduct themselves in an ethical manner at all times
• Adhere to the TCF (Treating Customer fairly) principles in all that you do
• Identify and sell/cross sell products aligned to customer needs
• Maximise channel optimisation opportunities identified aligned to customer needs 
• Ensure activities support cost containment and reduction
• Optimise every customer interaction to migrate or convert customer to eChannels and or encourage use of digital and self-service channels
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience
• Demonstrate behaviour in support of the organizational values
• Takes accountability for own performance, personal and career development
• Improve knowledge and competencies by completing training specific for role as per eCareers
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs

go to method of application »

Job Description

To apply appropriate sales processes within area of responsibility to achieve sales targets and build client relationships 

• Achievement of targets for business
• Understand, read and anticipate the market and clients needs to design and deliver innovative, customized value adding solutions to portfolio of clients
• Deliver exceptional service that exceeds clients’ expectations through proactive, innovative and appropriate solutions
• Maximise Business Portfolio cross sell opportunities and strengthen client relationships
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets
• Understand reasons for and comply with governance in terms of legislation and audit requirements
• Retrieve all qualified leads from internal channel sales pipeline and make contact with existing or new customer to generate a sale. Source new leads through external contacts and other channels to increase customer base if required
• Contact prospective clients and sell appropriate banking products in order to achieve sales targets
• Deliver the end to end client management process through continuous engagement with the client on process milestones, selling the FNB value proposition, facilitating the application process on behalf of the client, prepare the proposal to credit, manage internal dependencies, close the deal and manage post sales queries when relevant
• Analyse competitor information gathered and ensure active monitoring of market trends and influences. Identify new business opportunities that impact on the industry
• Track, control and influence sales activities with the specific aim to achieve previously determined sales targets in line with quality, productivity and sales requirements
• Manage own development to increase own competencies