OPERATIONS HEAD – FNB (First National Bank) 7 views

Key Responsibilities

• Ensure operational compliance with regulatory requirements, including FIA, AML legislation, and other governance frameworks, by collaborating closely with Risk and Compliance functions.
• Build trust-based relationships across business units and external stakeholders, fostering a culture of openness and collaboration.
• Define, implement, and maintain policies, procedures, standards, and frameworks that enhance operational efficiency and manage risk effectively, that enhances the client experience exponentially.
• Oversee processes within the middle and back office of the Commercial segment, ensuring a robust control environment and sustainable profitability.
• Collaborate with cross-functional teams, including Distribution Teams (POP), Marketing, Learning & Development, Commercial Rural Teams, Sub-segment, and Product Houses, to ensure consistency, accuracy, and efficiency in training, reporting, and content management that drives and ensure delightful customer experiences. This will include facilitating annual review of training materials and overseeing the identification and resolution of training gaps in collaboration with Learning and Development.
• Manage operational deliverables for key services, including complaint handling, disputes management, chargebacks, and customer-focused processes within the commercial “niche” service and support center.
• Support digitization initiatives by identifying gaps, streamlining processes, and implementing innovative solutions to meet business needs.
• Actively manage and resolve escalated customer complaints and incidents, enhancing the overall customer experience.
• Operate in a dynamic, evolving environment, requiring adaptability as responsibilities and focus areas may shift over time.
• Demonstrate strong ownership and accountability, driving outcomes while remaining flexible and solution oriented.
• Foster collaborative, non‑territorial partnerships across Operations and business teams to strengthen alignment and delivery

Requirements

• Have a bachelor’s degree in business administration or a related field.
• Bring 3-5 years of experience in a similar environment, with at least 1-2 years at senior management level.
• Possess an in-depth understanding of operational processes within a Group Operations environment: Acquiring, Digital/Online Banking, Card, Core Systems, Asset based financing or similar platforms deep expertise in all is not expected, but a solid understanding of some is essential.
• Ability to navigate and integrate across multiple operational specialisations within a large, complex environment, ensuring alignment and effective delivery.
• Strong learning agility and curiosity to quickly build understanding across diverse operational domains and adapt to evolving business needs.
• Are a strategic thinker with strong analytical and problem-solving skills.
• Are passionate about digitization, innovation, and continuous improvement.
• Demonstrate exceptional interpersonal and communication skills to build and maintain relationships.
• Have experience managing operational deliverables such as chargebacks, card disputes, and escalations.

How to Apply

REF Code: R51207 | Job Code: R51207