Operations Manager

Job Description

To effectively manage and oversee all operational aspects in the achievement of the business objectives

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 team in FNB Commercial Sales Shared Services Western Cape, 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.

The Ideal candidate must have the following exposure:

• Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency

• Drive significant growth and profitability in the context of cost management

• Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service

• Enable Business Unit service delivery through implementing systems, processes and metrics for measuring service levels and satisfaction.

• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members

• 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 requirement through Governance - develop, monitor, maintain and ensure compliance in the business

• Identify report and mitigate operational risk at a product, process and/or channel level within a business unit

• Drive operational efficiencies and delivery of superior quality customer experiences and improve operational processes and procedures on an ongoing basis

• Manage SLA agreements for the Business in line with business objectives

• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data

• Plan and execute campaigns successfully and on schedule. Maintain operational accountability for all campaign execution.

• Support effective teamwork within the function. Participate and collaborate across teams

• Plan and manage performance, skills development, employment equity, talent and culture of Team Leaders and teams in order to improve innovation, achieve efficiencies and increase competencies

• Manage personal and management development to increase own skills and competencies for the managerial function and future Leadership growth opportunities

• Risk and resilience planning (BCAP, BIRA, BRS)

• Infrastructure, building and asset management

• Incident reporting and dashboard ownership

• Internal process optimization and control

• National Sales process maps (AOP, Firstmap, QA)

• Cost and travel control (Shared with Finance)

• Audit and compliance reporting

• Regulatory training completion tracking

• Analyst scorecard monitoring and driving KPI’s

• Understanding of process breakdowns

• Team development and training (Analysts)

• Cost per activity calculation

• Capacity planning

• SLA recovery (Pipeline and cases)

• Fraud prevention and detection

• Process automation

• Data governance

• Tool usage and answer rate

• Training completion rate

• Business Continuity Plan testing

• Quality assurance

You will be an ideal candidate if you:

• 4-5 Years Operational Experience

• Relevant Degree

You will have access to:

• Opportunities to network and collaborate

• A challenging working environment

• Opportunities to innovate

We can be a match if you are:

• Adaptable and curious

• Efficiency and cost driven

• Thrive in a collaborative environment

• Client-centric

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

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.

30/11/25