Service Manager – FNB Maseru
📍 Location: Maseru
🕒 Job Type: Full-Time
📅 Closing Date: 08 April 2025
📌 Job Requisition ID: R30849
Overview:
First National Bank (FNB) is looking for a dynamic and experienced Service Manager to join our team in Maseru. The successful candidate will be responsible for managing the identification, prioritisation, and resolution of reported problems, while ensuring exceptional customer service delivery and continuous improvement in line with FNB’s strategic goals.
Key Responsibilities:
-Manage service breakdown activities as listed in the Service Operations Plan to ensure customer retention.
-Drive growth and profitability while maintaining cost efficiency.
-Deliver proactive and innovative solutions that exceed customer expectations.
-Cultivate strong relationships with stakeholders including end-users, SMEs, project managers, and senior staff.
-Resolve customer queries promptly and within agreed timelines.
-Conduct and present Internal Root Cause Analyses to relevant stakeholders.
-Facilitate implementation of solutions to address recurring service issues.
-Ensure compliance with governance, legislative, and audit requirements.
-Develop and implement frameworks and procedures for effective root cause analysis.
-Provide accurate business intelligence through trend analysis and data reporting.
-Lead and manage team performance, development, and culture in line with FNB’s values.
Minimum Requirements:
- Relevant tertiary qualification in Business, IT, or a related field.
- Proven experience in service management, customer service, or operations.
- Strong analytical, problem-solving, and communication skills.
- Ability to lead a team and manage performance.
- Knowledge of root cause analysis methodologies is an advantage.
- Experience with stakeholder engagement and internal business processes.