Job Vacancies at FNB South Africa

Purpose

• To provide expertise and support through translating business needs into long-term architecture solutions by analysing data, conducting root cause analysis, and recommending improvements to data quality, access and management. Using a combination of analytical expertise and business acumen the incumbent will extract reporting requirements from business, and deliver on this  

Experience and Qualifications

• Minimum Qualification : Relevant BSc or BCom degree.
• Preferred Qualification : Honours degree with focus in Information Management Dama Certification.
• Minimum Experience: 3 to 5 years’ relevant experience.  

Responsibilities

• Perform statistical analysis to inform business decisions
• 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
• Continuously focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations
• Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
• Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs
• Ensure continuous process improvement to enable effective operational processes
• Participate in projects in the capacity required
• Partner with business to inform research, analysis, and best practice advice and solutions
• Mine, query and analyse data sets   

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Purpose

• To support performance improvement of individuals through on the job coaching and training, in order to continuously enhance service delivery.

Experience and Qualifications

• Relevant Certificate/Diploma in Teaching or Facilitation.
• 2 -3 Years experience in individual coaching and contact centre quality assurance.

Responsibilities

• Identify and escalate potential risks which may lead to increased costs.
• Be aware of own work delivery against cost parameters within the department.
• Adhere to standards and procedures to reduce costs.
• Identify process improvements in order to save costs.
• Adhere to shared company values and service standards with regard to customer interaction.
• Resolve customer dissatisfaction/complaints by taking ownership of the problem.
• Analyse customer feedback to help improve customer service.
• Ensure that delivery is accurate, timeous and of an acceptable standard.
• Ensure that product knowledge and advice is technically accurate.
• Know and understand customer needs in order for agents to deliver a quality service.
• Propose ideas to improve customer service.
• Assist with the implementation and maintenance of the customer service plan.
• Maintain and improve standards of customer service delivery across area of responsibility.
• Diagnose the root cause of problems and identify solutions to solve them.
• Review Customer Service performance in line with the company policy.
• Coaches and develops staff in order to entrench a high-performance culture and customer care excellence.
• Identify effective activities to address own development gaps.
• Create own development plan and review plan with line manager.
• Understand which competencies and skills are required to be mastered to ensure personal development and performance.
• Contribute to team success by ensuring team commitment and cohesion.
• Value individual contributions and show respect for others.
• Share best practices that will benefit the team.
• Respect diversity and value inclusivity.