Description
To strategically lead the CRM Inland / Coastal operations to pro-actively manage credit risk for Personal & Private Core Banking, with focus on strategic design and implementation of tactical plans, people management, customer experience and retention, innovation and automation, platform & system development, stakeholder management, process adherence, risk & compliance management to deliver the desired financial results. Give Strategic direction & focus Design, review & implement tactical plans to achieve budget and financial targets Leadership & People management Improve workplace Culture & Engagement Monitor and manage staff well-being Effectively communication to ensure alignment and unity Upskilling, Coaching and Skill transfer to development your people (all levels) Drive an Innovation Culture to continuously find smarter business solutions Change management – i.e. Strategic changes Capacity planning & Resource management Reward management (formal & informal) & co-ordinate / submit quarterly & half-yearly incentive winners Visit the Coastal/Inland regional offices monthly to align and engage Monthly performance discussions & Quarterly review of staff scorecards Representation in half-yearly Performance Calibration sessions and annual ARR review Lead Operational efficiencies to ensure continuous improvement Manage our Customer’s experience through quality interactions by your staff Manage Complaints turnaround time - Regional office input to the Centralised Complaints team Enable client centric conversations and close collaboration with CRM Early Warning Risk (EWR) Retention of main-banked customers Logging of risk events with Risk & Compliance Management of disciplinary action of employee in case of process failures leading to operational losses > R10k Policy & PRCIA review and approval Process reviews to minimise risk Business continuity policy review, ensuring emergency contacts and the plan remain relevant Chair EHS committee meetings and ensure all Health and Safety team members appointments are current Close collaboration with Analytics & BI to run the business with relevant insights & tracking Regular review of the Nimbus processes to ensure relevance and accuracy aligned to the PRCIA and Credit & Collections Policy and Strategy Improve customer experience and optimise productivity Cost optimisation through work item management Load ownership of work items relevant to your area & reducing unit rates /volume increase as per budget committed targets Platform build & Manage System Development & Downtime Risk identification & Compliance management Management of audit and implementation of mitigating controls and remediation actions Ensure tracking and reporting of Key Performance Indicators Daily analysis of performance trends and Management of Operations to change results Driving performance results for Overdraft and Fusion linked credit and Non-borrowing on DDAs, particularly in Early Excess and Arrears Close collaboration with Collections and Support to ensure alignment and performance Stakeholder management and representation /attendance of various meetings – i.e. PPCB Stratco, Monthly CRM & Collections Performance Manco’s, FSR Collections Exco, Weekly Manco’s, etc.
Additional Information
Approve write-offs within mandate Overview renewals weekly Wealth Referral queue’s Risk Elevation requests (in case of compromise) Sign and Check EOS reports Approve leave programs and ensure contingencies are 100% or no key-man dependencies Approve Wealth migrations on SO&P Overview ad-hoc exercises – e.g. Clawback campaigns /Manual Un-pays Review various document processes/wordings for approval Select, prepare and submit the Incentive scheme winners monthly/Quarterly/Half yearly Overview of the GL recons Responding to email requests as presented Attend to staff account access mails as per process
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
03/11/24
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
