Client Experience Manager
FirstRand
Date: 3 weeks ago
City: Johannesburg, Gauteng
Contract type: Full time

Job Description
To develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met
Hello Future Client Experience Manager
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 Are you someone who can:
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 Are you someone who can:
- Deliver internal and external customer service excellence through adherence to quality service standards
- Leverage customer analytics and insights to inform the business on decisions and that could negatively impact the customer experience or on profitable opportunities to improve the customer experience
- Prioritize initiatives (including campaigns), develops and leads customer experience frameworks that deliver financial benefit and a positive impact on the customer experience
- Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate
- Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
- Minimum Qualification – Bachelor of Commerce, Honours degree preferably or related
- Experience - 4+ years’ experience in a similar environment
- In depth understanding of business strategies, operational strategies, and tactical planning
- Expert knowledge of Excel and Powerpoint
- Opportunities to network and collaborate
- Challenging Working
- Opportunities to innovate
- Comply with governance in terms of legislative and audit requirements
- Manage own development to increase own competencies
- Think innovatively
- Build partner relationships
- Create and manage customer centric campaigns linked to multiple objectives
- Manage multiple initiatives and projects simultaneuosly
- Manage a high pressurized and fast moving work environmentAttention to detail
- Re-engineer the development, education and automation of processes to assist in the transfer of knowledge.
- Strategy implementationfor FNB, customers and partners.
- Drive resolution of monitoring the processes, and assist with reporting, stakeholder management, process enhancements and requirement grooming.
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