Responsibilities
- Optimize operational performance to advance a digital-first banking model
- Transition from functional silos to end-to-end customer journey ownership
- Lead initiatives to standardize, simplify, and automate processes across the organization
- Align operations with IT, risk, finance, and business units to ensure cohesive execution
- Promote the adoption of technology across all operational workflows
- Improve efficiency, automation, and scalability in core banking operations
- Ensure legacy systems integrate smoothly with modern payment infrastructures
- Collaborate with the CIO and IT teams to upgrade core banking, payments, and digital platforms
- Implement automation, straight-through processing, workflow coordination, and technology-driven decision-making
- Guarantee operational preparedness for new digital products and ecosystem integrations
- Increase automation penetration and reduce reliance on manual processes
- Ensure operational infrastructure is scalable and built on robust platforms
- Supervise day-to-day operations in banking, payments, and digital services
- Foster a performance-driven culture focused on data, KPIs, and accountability
- Lead efforts to reduce cost-to-serve and improve productivity
- Develop real-time dashboards to provide executive leadership with operational insights
- Set and enforce measurable benchmarks for turnaround times, error rates, and service quality
- Embed continuous improvement methodologies across operations
- Ensure compliance with regulatory mandates, governance policies, and internal operating standards
- Serve as primary liaison with regulators and internal audit on operational issues
- Enhance customer experiences across retail, commercial, and corporate banking through digital innovation
- Ensure payment systems deliver fast, reliable, and transparent service while streamlining onboarding, lending, and servicing
- Drive customer-focused innovation to remain competitive against banks and fintechs
- Accelerate resolution of customer complaints and improve first-contact fix rates
- Promote digital self-service tools and strategies to increase containment and reduce dependency on live support
Other
- Applications will not be accepted on or after 24/03/26
- 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
- Candidates can disclose disability information on a voluntary basis
- The Bank will keep disability information confidential unless required by law to disclose
