Firstrand is hiring a Chief Operating Officer to lead and integrate all operational, service delivery, and technology-enabled execution functions within FNB Mozambique. This strategic role requires balancing regulatory compliance with innovation, optimizing complex payment infrastructure, and positioning the bank competitively in an environment of continuous disruption.
What You'll Do
- Continuously optimize the bank’s operations to support a digital-first strategy.
- Lead the shift from function-based processing to journey-based service ownership.
- Drive standardization, simplification, and automation across the bank.
- Ensure alignment between Operations, IT, Risk, Finance, and Business segments.
- Champion the integration of technology into all operational processes.
- Drive efficiency, automation, and scalability in core processes.
- Ensure seamless integration of legacy systems with modern payment platforms.
- Partner with CIO/IT to modernize platforms (core banking, payments, digital channels).
- Embed automation, straight-through processing, workflow orchestration, and tech-enabled decisioning.
- Ensure operational readiness for digital products and ecosystem partnerships.
- Drive measurable automation penetration and reduction in manual intervention.
- Ensure that core operational capabilities are scalable and platform enabled.
- Oversee daily operations across banking, payments, and digital channels.
- Maintain a high-performance operations culture driven by data, KPIs, and accountability.
- Own cost-to-serve optimization and productivity improvement.
- Implement real-time operational dashboards and performance visibility at Exco level.
- Drive measurable standards in turnaround times (TAT), error rates, and service levels.
- Institutionalize continuous improvement frameworks.
- Ensure operations fully comply with regulatory requirements, governance standards, and Firstrand Group operating standards.
- Act as a key interface with regulators and internal audit on operational matters.
- Enhance digital-first customer journeys across Retail, Commercial and Corporate Banking.
- Ensure payment platforms deliver speed, reliability, and transparency, and reduce friction in onboarding, payments, lending operations, and servicing journeys.
- Champion customer-centric innovation to compete with bank and non-banks offerings.
- Improve complaint resolution speed and first-contact resolution.
- Enable digital self-service adoption and containment strategies.
- Ensure operational capacity supports business growth ambitions.
- Oversee vendor and third-party ecosystem management.
- Enable scalable expansion into new products, channels, and digital capabilities.
- Ensure operations do not become a bottleneck to growth.
- Support CEO and executive team in defining long-term growth strategies.
- Drive partnerships with fintech’s, payment providers, and technology vendors.
- Optimize cost structures while enabling rapid scaling.
- Align FNBM operations with broader FirstRand operating principles.
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.
