Head, Service – Fnb Botswana

By | February 5, 2020

Head, Service – Fnb Botswana

JOB TITLE

Head, Service – Fnb Botswana

JOB LOCATION
Gaborone
JOB PRESENTATION
HEAD, SERVICE – RMB IRC 182950

The role involves formulating and implementing a service strategy, driving all service initiatives and managing client requests in line with Service Level Agreements [SLA’s] and RMB’s service standards, policies and procedures.

The individual will primarily be responsible

for, but not limited to the following:

  • To develop a strategy and continually adapt and improve strategy in line with changes to address service gaps and link these to measurable targets
  • To understand and drive RMB’s service model and its strategic service objectives and standards
  • To maintain close awareness of how service levels contribute to RMB’s larger strategy and the touch-points and dependencies therein
  • To determine service outputs and metrics, e.g. nature of issues, how they are managed, turnaround times, etc. through developed measurement tools to be able to track service improvement levels
  • To create effective internal and external stakeholder relationship management
  • To ensure adherence to standards, policies, processes and procedures
  • To proactively manage the risk universe (e.g. reputational risk, financial risk and operational risk)
  • To identify reasons for non-compliance and take appropriate remedial action accordingly
  • To influence and facilitate precise execution and a culture of high performance/discipline
  • To stay abreast of the rapid regulatory changes to be able to minimise the impact where relevant
  • Monitor service levels and identify and extract trends and patterns, e.g. response times, adherence to SLA objectives, etc
  • Resolve escalated client issues and. where possible, ensure no further escalation
  • To leverage the understanding of trends and patterns in service levels and adjust strategy accordingly (e.g. use this information to approach clients differently)
  • Compile and Present reports to Exco and Servco
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Qualifications and Experience

  • Relevant business degree
  • 7+ years’ client service experience in a CIB environment with exposure to having managed people
  • Sound experience in strategy development and execution

Skills & Competencies

  • Conceptual/big picture thinking
  • Analysis and attention to detail
  • Problem-solving
  • Results and service drive for Customer Service Orientation
  • Building relationships/partnering
  • Influencing and impact
  • Consulting and advising
  • Knowledge sharing
  • Ability to drive change anticipating and managing change
  • Monitoring and measuring
  • Planning and organising
  • Developing people

Interested applicants are requested to go on https://insurance.jobsbotswana.info/mbykQ and upload their Curriculum Vitae’s (CV’s) no later than 14th February 2020.

VALID TILL
14 Feb 2020 (8 days left)

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