Job Description

To create, debug, verify, maintain and update technical test scripts to run automated testing Is responsible for testing the functionality of a system designed to address business requirements to prevent errors/defects in the live system through the implementation of change control and improvementDeliver against operational and cost targetsPrioritise resource allocation to minimise and reduce wastageMonitor costs for the financial year according to the operational planAllocates and approves expenditureReview cost reports and resolves or explains variances to the budgetIdentify, control and escalate potential risks that may lead to increased costsManage costs or expenses within approved budget to achieve cost efficienciesEnsure full understanding of customer needs to deliver a quality serviceEnsure customer service solutions are aligned to the business operational plan; Organisational values and service standardsCommunicate how customer service solution will be implemented and secures buy-inEnsure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service optionsEnsure resolution of customer queries and complaints timeously and ownership of issuesAnalyse customer feedback to help improve customer servicePropose ideas to improve customer serviceDeliver customer experience excellence aligned to Organisational values and service standardsBuild professional long-term relationships with customers based on trust that builds the brandCollect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality serviceDeliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and applicationProvide customers with relevant information to keep them informed of products and service options Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountabilityEnsure implementation of relevant policies, governance and practice standards across the businessMaintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirementsEnsure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changesDevelops an understanding of risks and risk management approachesImplement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risksEducates others and makes suggestions for improvementsNetworks and participates in specialist risk forums where requiredImplement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountabilityEnsure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey mapResearch, enable and consult on improvements and opportunities to harness technology and platform enablementReview existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancyMonitor customer feedback reports and align processes to maximise efficienciesProvide input into the development of the busines area tactical strategy in achievement of the overall business strategyDevelop and implement an area operational plan in achievement of Business objectivesAssess own performance against competencies and skills required deliveryIdentify development needs and select effective solutions to address own development needPrepare a personal development plan with management to implement and review as requiredMonitor own progress against development plan and measure impact of resultsParticipate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively sharedBuild and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergiesParticipate in specialist communities of practice and contribute positively to own and organisational knowledge improvementJob Details

Application Closing Date

05/07/24

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.