Contact Transaction Enablement Transactional Lead

Job Description

Hello Future Contact Transaction Enablement Transactional Lead

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

The HC Helpdesk Lead is responsible for overseeing the HR helpdesk team, ensuring efficient and effective resolution of HR-related queries. This role involves managing the team, improving processes, preparing weekly, monthly and daily reports including maintaining high standards of customer service.

Are You Someone Who Can

• Team Management: Lead, mentor, and manage the HR helpdesk team, including recruitment, training, and performance evaluation.
• Issue Resolution: Ensure timely and accurate resolution of HR-related queries, aiming for first-call resolution including managing escalation processes
• Process Improvement: Identify and implement improvements to HR helpdesk processes and systems.
• Policy Enforcement: Ensure compliance with HR policies and procedures within the helpdesk team.
• Reporting and Analysis: Generate and analyze reports on helpdesk performance, identifying trends and areas for improvement.
• Stakeholder Communication: Liaise with other HR departments and stakeholders to ensure seamless service delivery.
• Customer Service: Maintain high standards of customer service, handling escalated issues and complaints effectively.
  
  

Key Competencies

• Customer Focus: Dedicated to meeting the expectations and requirements of internal customers.
• Attention to Detail: Thorough in accomplishing tasks, ensuring accuracy and consistency.
• Adaptability: Able to manage multiple tasks and adapt to changing priorities.
• Team Collaboration: Works well within a team environment, supporting colleagues and contributing to team goals.
• Workday knowledge and competence is crucial- above average understanding.
• Management of teams is important
• Understanding of case management
• Data Analysis is critical
  
  

You Will Be An Ideal Candidate If You

• Minimum Qualification:
• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Experience and skills:
• Proven experience in an HR support role, with at least 2-3 years in a managerial position.
• Leadership Skills: Strong leadership and team management abilities.
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving skills.
• Technical Proficiency: Familiarity with HRIS systems and helpdesk software.
• Interpersonal Skills: Ability to handle sensitive information with discretion and maintain confidentiality.
  
  

You Will Have Access To

• Opportunities to network and collaborate.
• Challenging work environment.
• Opportunities to innovate.
  
  

We Can Be a Match If You Are

• Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough.
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.
  
  

Are you interested to take the step? We look forward to engaging with you further. Apply now!

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#FNB

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.

25/05/25

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.