Product and Support Operations Manager

Job Description To identify and implement enhancements on existing products and procedures as well as effectively manage all operational aspects of the specific product Hello Future Product Support and Operations 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 Personal Core Banking division, you will be surrounded by unique talent, 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 exceptional service that exceeds customer expectations through proactive, innovative, and appropriate solutions.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SMEs, Project Managers, Compliance, Risk, and senior staff members.
• Lead and direct all digital properties under the management of the Brand, while identifying and providing strategic direction through the analysis, design, development, implementation, and maintenance of digital and operational solutions.
• Manage and enhance operational risk controls in the product space, ensuring compliance with over 25 key controls through daily and monthly monitoring.
• Identify, implement, optimize, and automate control processes, ensuring effective migration of manual activities onto appropriate platforms and workflow management tools.
• Drive automation of manual monitoring processes via workflow management tools or migration to Retail Fulfilment.
• Oversee the management of product-related risk waivers and regulatory compliance journeys for products such as Easy Zero and eWallet.
• Lead monthly governance forums and steerco engagements across impacted stakeholders (PMO, Fulfilment, Compliance, Risk, CDRM, CC Fraud, etc.).
• Manage complaints and customer experience insights across all channels including Call Centre, social media, PoP, and Digital Channels.
• Influence business decisions through competitor analysis, customer insights, and operational data.
• Manage number churn processes and refunds for eWallet recipients.
• Ensure cost efficiencies by managing expenses within approved budgets.
• Comply with governance in terms of legislation and internal frameworks.
• Champion a culture of accountability and continuous improvement by embedding governance principles and customer-centric thinking into operational processes.

Qualifications

• NQF Level 7 (Completed)/ Degree

Additional Requirements

• Experience in governance, compliance or operational risk within Financial Services.
• Skilled in process mapping, control implementation, and automation.
• Proven ability to lead governance forums and cross-functional engagements.
• Hands-on experience managing and resolving customer complaints.
• Familiarity with workflow tools and automation platforms.
• Strong analytical skills with data-driven approach to decision-making.
• Excellent communication and stakeholder management abilities.
• Comfortable working in fast-paced, regulated environments.

You Will Have Access To

• Opportunities to network, collaborate and work across Segments and teams
• Challenging work environment
• Opportunities to innovate and add value to team, leadership and business effectiveness.

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
• You are open to ongoing personal mastery & development.

Are you interested to take the step? We look forward to engaging with you further. Apply now!
#Post #LI-TM10 #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 11/06/25 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.