National Operations Manager

National Operations Manager

Welcome to WesBank, 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 team in as a National Operations Manager, where you will manage the design and implementation of appropriate and sustainable solutions and ensure effective collaboration and integration across product houses, business units and segments where 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!!! As part of our team in our space, 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.

Responsibilities:

• Accountable & responsible for the management of the full WesBank Customer Service (approx 165 staff), this includes achieving results through others and their teams.
• Contribute to overall business improvement
• Identify and implement processes aligned to strategic objectives
• Customer Experience & Customer Service strategic alignment
• Leading all the respective teams (As per structure above)
• Making sure that the business achieves its strategic objectives related to customer (includes service, experience)
• Functions pertaining to management (people, production, customer, and finance)
• Responsible for people management - includes talent management, change leadership.
• Align technology to business needs
• Operational efficiency and quality
• Provide operational and best practice context for internal environment.
• Build relationships with peers and or colleagues that impact across business areas.
• Ensures compliance to system and operational controls
• KRI indicators, client treatment with emphasis on compliance to legislation,
• Statistical reporting on performance
• Effective budget management - Deliver the allocated part of the operations within agreed budgets, service levels and business targets.
• Collaborate and work with the HR and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends, and ideas.

Education and Experience:

• Grade 12 (Matric)
• Degree/Diploma in Sales/Marketing/Operations
• 5+ years in the Motor Industry or Banking
• 2-3 years in Management

Key Components:

• Leadership and team management
• Strategic planning
• Customer Experience enhancement
• Business & Process improvement
• Performance Management
• Reporting Stakeholder engagement (Including ownership and accountability for SLA with Associates)
• Budget forecasting and management

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.