HEAD, SERVICE – FNB BOTSWANA

HEAD, SERVICE – RMB IRC 182950

The role involves formulating and implementing a service strategy, driving all service initiatives and managing client requests in line with Service Level Agreements [SLA’s] and RMB’s service standards, policies and procedures.

The individual will primarily be responsible

for, but not limited to the following:

• To develop a strategy and continually adapt and improve strategy in line with changes to address service gaps and link these to measurable targets
• To understand and drive RMB’s service model and its strategic service objectives and standards
• To maintain close awareness of how service levels contribute to RMB’s larger strategy and the touch-points and dependencies therein
• To determine service outputs and metrics, e.g. nature of issues, how they are managed, turnaround times, etc. through developed measurement tools to be able to track service improvement levels
• To create effective internal and external stakeholder relationship management
• To ensure adherence to standards, policies, processes and procedures
• To proactively manage the risk universe (e.g. reputational risk, financial risk and operational risk)
• To identify reasons for non-compliance and take appropriate remedial action accordingly
• To influence and facilitate precise execution and a culture of high performance/discipline
• To stay abreast of the rapid regulatory changes to be able to minimise the impact where relevant
• Monitor service levels and identify and extract trends and patterns, e.g. response times, adherence to SLA objectives, etc
• Resolve escalated client issues and. where possible, ensure no further escalation
• To leverage the understanding of trends and patterns in service levels and adjust strategy accordingly (e.g. use this information to approach clients differently)
• Compile and Present reports to Exco and Servco

Qualifications and Experience

• Relevant business degree
• 7+ years’ client service experience in a CIB environment with exposure to having managed people
• Sound experience in strategy development and execution

Skills & Competencies

• Conceptual/big picture thinking
• Analysis and attention to detail
• Problem-solving
• Results and service drive for Customer Service Orientation
• Building relationships/partnering
• Influencing and impact
• Consulting and advising
• Knowledge sharing
• Ability to drive change anticipating and managing change
• Monitoring and measuring
• Planning and organising
• Developing people

Interested applicants are requested to go on https://insurance.jobsbotswana.info/mbykQ and upload their Curriculum Vitae’s (CV’s) no later than 14th February 2020.