CREDIT CARD MANAGER – FNB (First National Bank)

Key Responsibilities

• Deliver against operational and cost targets
• Prioritise resource allocation to minimise and reduce wastage
• Monitor costs for the financial year according to the operational plan
• Allocates and approves expenditure
• Review cost reports and resolves or explains variances to the budget Identify, control and escalate potential risks that may lead to increased costs
• Manage costs or expenses within approved budget to achieve cost efficiencies
• Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
• Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
• Ensure full understanding of customer needs to deliver a quality service
• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
• Communicate how customer service solution will be implemented and secures buy-in
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
• Ensure resolution of customer queries and complaints timeously and ownership of issues
• Analyse customer feedback to help improve customer service
• Propose ideas to improve customer service
• 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
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
• Ensure implementation of relevant policies, governance and practice standards across the business 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
• Develops an understanding of risks and risk management approaches 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
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
• Provide input into the development of the business area tactical strategy in achievement of the overall business strategy
• Develop and implement an area operational plan in achievement of Business objectives
• Manage team delivery against goals in the area of responsibility
• Manage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures
• Participate in Talent Management practices and processes in line with HR policies and procedures Implement employment equity plan targets in all recruitment and employee movement activities
• Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback
• Ensure skills are transferred in specific functions Ensure conflict resolution and respond to any complaints or concerns
• Set relevant stretch goals for team and motivate achievement
• 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 to achieve productivity synergies
• Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement

Requirements

• All appointments will be made in line with FirstRand Group’s Employment Equity plan.

How to Apply

REF Code: R53358