Production Support Manager

Product Support 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 who make it happen. As part of our team in FNB Credit Card, 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.

To have system changes suggested by the various business units and segments evaluated and implemented as directed.

Are you someone who can:

• Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
• Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self-service options across client base
• Ensure full understanding of customer needs to deliver a quality service
• Ensure customer service solutions are aligned to the business operational plan; organizational values and service standards
• Communicate how customer service solution will be implemented and secures buy-in
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
• Ensure resolution of customer queries and complaints timeously and ownership of issues
• Analyse customer feedback to help improve customer service
• Propose ideas to improve customer service. Investigate new ways to optimize processes
• Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
• Execute own work in accordance with the organizational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
• Identify and escalate risk as normal part of work
• Assess own performance against competencies and skills required delivery. Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results

You will be an ideal candidate if you:

• Must have a financial related degree
• 5–7 years of experience in the banking sector, with a strong focus on card issuing experience
• Exposure to technical environments will be considered an advantage
• Minimum of 3 years in a leadership or management role
• Strong analytical capabilities with the ability to interpret data and drive insights
• Must have strong communication skills

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you are:

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

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.