FirstRand Financial Resource Management Portfolio Optimisation Head Jobs in South Africa

FirstRand Financial Resource Management Portfolio Optimisation Head Jobs in South Africa

About us

Helpful Effective Ethical Innovative Accountable and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team.

All appointments will be made in line with the Bank’s Employment Equity plan The Bank actively supports the recruitment and advancement of individuals with disabilities.

We recommend that candidates be encouraged to declare their disability and consult the Bank should they require reasonable accommodation.

Purpose

To analyse customer and / or payment information to identify potential suspicious transactions and/or individuals in order to mitigate / reduce the incidence of financial crimes against the bank.

Experience and Qualifications

  • Degree or Diploma
  • +3 years relevant

    Additional Requirements
  • The additional requirements associated with this vacancy: 5 years or more, managing a team of real time administrators and resource planners in a Contact Centre environment.

    Responsibilities
  • Assess the impacts of absenteeism to minimise downtime and lost of clients and business growth
    Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency.
  • Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
  • Produce and allocate efficient schedules for agents and maximize agent utilization throughout the Contact Centre
  • Drive the
    various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment.
  • Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
  • Comply with governance in terms of legislative and audit requirements
  • Ensure that the correct number of people are scheduled at the right time to achieve and maintain a desired service level in the Customer
  • Contract Centre through efficient planning and coordinating breaks, training, and meetings, call quality monitoring, coaching sessions and leave ensuring sufficient coverage is maintained across the contact centre and service levels are met
  • Proactively implement changes which will positively impact service level achievement and develop staffing solutions and optimise shifts to improve scheduling efficiency and customer growth
  • Provide root cause analysis for service levels not being met (daily, weekly and Monthly)
  • Manage own development to increase own competencies
  • Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
  • Educate Team Leaders in the correct use of Workforce Management System and ensure that relevant procedures are followed

    How to Apply
  • Interested and qualified candidates should apply online by 23rd September 2019
  • For more information and job application details, see; FirstRand Financial Resource Management Portfolio Optimisation Head Jobs in South Africa

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