About First National Bank (FNB)

First National Bank (FNB) is one of the “big four” banks in South Africa and a division of the financial services conglomerate, FirstRand. It provides a full range of banking and financial services to individuals, businesses, and corporations. An acclaimed mobile banking app and online banking platforms that offer secure and convenient access to financial services, including Secure Chat for customer support.

Job Description

As an IT Customer Relationship Manager, you will be in a team where experts come together and ignite effective change. We call these #changeables our nav-igators – people who want to use tech to help others nav-igate their lives and business.

As nav-igators, we are made up of unique talents, diverse minds, adaptability and live up to the promise of staying curious

Role Purpose

Manage the relationship with customers to ensure operational efficiency.

Responsibilities

• Act as a liaison between IT and various business units to ensure IT strategies align with business goals.
• Understand business objectives and translate them into IT requirements and solutions
• Build and maintain strong relationships with key stakeholders and business leaders.
• Facilitate communication between IT and business units to ensure mutual understanding and collaboration
• Oversee the delivery of IT services to ensure they meet business needs and performance expectations.
• Monitor and manage service levels, addressing any issues or discrepancies.
• Collaborate with business units to gather and document requirements for new IT projects or changes to existing services.
• Translate business needs into technical requirements for IT teams.
• Work with project managers to ensure IT projects are delivered on time, within scope, and aligned with business objectives.
• Support project planning, resource allocation, and risk management.
• Guide and support business units through changes in IT services or systems.
• Ensure that changes are effectively communicated and that users are adequately trained.
• Track and analyze the performance of IT services and solutions.
• Use metrics and feedback to identify areas for improvement and drive continuous improvement initiative
• Act as a point of escalation for issues related to IT services or projects.
• Coordinate with IT teams to resolve issues and ensure minimal impact on business operations.
• Identify opportunities for leveraging IT to enhance business processes and drive innovation.
• Stay updated on industry trends and emerging technologies that could benefit the organization
• Implement and maintain ITIL (Information Technology Infrastructure Library) best practices
• Work closely with other IT teams to ensure that issues are resolved quickly and efficiently.
• Analyze trend reporting (Service Level Reports) and ensure deviations from “agreed” service levels are addressed and necessary feedback provided to clients.
• Compiling of reports & management information, including presenting to senior stakeholders.
• Play a prominent communication role in Problem and Change Management to avoid disruption of service to clients.

​​​​​​​Education and Experience

• Grade 12
• Degree equivalent to NQF Level 7 in the relevant field
• 5+ Years of experience (IT Customer Relationship Manager)
• Certifications: ITIL Foundation or advanced certification (e.g., ITIL Service Manager) is preferred
• Advanced experience of Microsoft Suits and SQL,
• Communication: Excellent communication and presentation skills, with the ability to explain complex technical issues to both technical and non-technical stakeholders.