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Service Recovery Manager

Posted on June 30, 2025

Bellville, United States of America
37684.0 - 51117.0 USD (yearly)

Full Time

Job Description

To lead a team within the client service environment as well as implementing the client service strategy and ensuring that the team operates within the specified parameters and exceptional service levels are maintained

Hello Future Service Recovery 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 that make it happen.

As part of our team in FNB Business Sales and Service Solutions (Willowbridge Cape Town), 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:

Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
Resolve all customer queries efficiently, and within agreed timelines.
Prepare business communication that is of a professional standard
Provide sales support efficiencies and services in order to ensure retention of clients
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
Comply with governance in terms of legislative and audit requirements
Develop materials and documentation including minimum standards, templates, guidelines, FAQ’s and processes
Develop a deep understanding of the technical trends, market, competition and trends in the market
Assess opportunities and threats from these entrants
Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
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

You will be an ideal candidate if you:

Have a completed Degree / Diploma, or an NQF 5/6 and studying towards a Degree / Diploma
Have experience as a Frontline Banker (relationship building and management is crucial in this role)
Have experience in dealing with the National Financial Ombudsman (advantageous)
The ideal candidate must be based in Cape Town

You will have access to:

Opportunities to network and collaborate
A challenging working environment
Opportunities to innovate
Growth and learning opportunities

We can be a match if you are:

Analytical
Proactive
Influential
Client-centric
Good communicator
Team player and collaborator

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

#Post

#FNB

#LI-TG2

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.

10/07/25

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.

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