Job Description

Drive the achievement of key business objectives by managing all operational and administrative aspects within the Commercial business unit.

Hello Future Operations Head: FNB Commercial Banking

Welcome to FNB, where we believe help is at the heart of human greatness. Our vision is to be a great business helping to create a better world.

As part of our talent team, 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.

Job Profile Summary:

Drive the achievement of key business objectives by managing all operational and administrative aspects within the Commercial business unit.

Are you someone who can:

• Ensure operational compliance with regulatory requirements, including FIA, AML legislation, and other governance frameworks, by collaborating closely with Risk and Compliance functions.
• Build trust-based relationships across business units and external stakeholders, fostering a culture of openness and collaboration.
• Define, implement, and maintain policies, procedures, standards, and frameworks that enhance operational efficiency and manage risk effectively, that enhances the client experience exponentially.
• Oversee processes within the middle and back office of the Commercial segment, ensuring a robust control environment and sustainable profitability.
• Collaborate with cross-functional teams, including Distribution Teams (POP), Marketing, Learning & Development, Commercial Rural Teams, Sub-segment, and Product Houses, to ensure consistency, accuracy, and efficiency in training, reporting, and content management that drives and ensure delightful customer experiences. This will include facilitating annual review of training materials and overseeing the identification and resolution of training gaps in collaboration with Learning and Development.
• Manage operational deliverables for key services, including complaint handling, disputes management, chargebacks, and customer-focused processes within the commercial “niche” service and support center.
• Support digitization initiatives by identifying gaps, streamlining processes, and implementing innovative solutions to meet business needs.
• Actively manage and resolve escalated customer complaints and incidents, enhancing the overall customer experience.
• Operate in a dynamic, evolving environment, requiring adaptability as responsibilities and focus areas may shift over time.
• Demonstrate strong ownership and accountability, driving outcomes while remaining flexible and solution oriented.
• Foster collaborative, non‑territorial partnerships across Operations and business teams to strengthen alignment and delivery

You will be an ideal candidate if you meet the below minimum requirements

• Have a bachelor’s degree in business administration or a related field.
• Bring 3–5 years of experience in a similar environment, with at least 1–2 years at senior management level.
• Possess an in-depth understanding of operational processes within a Group Operations environment: Acquiring, Digital/Online Banking, Card, Core Systems, Asset based financing or similar platforms deep expertise in all is not expected, but a solid understanding of some is essential.
• Ability to navigate and integrate across multiple operational specialisations within a large, complex environment, ensuring alignment and effective delivery.
• Strong learning agility and curiosity to quickly build understanding across diverse operational domains and adapt to evolving business needs.
• Are a strategic thinker with strong analytical and problem-solving skills.
• Are passionate about digitization, innovation, and continuous improvement.
• Demonstrate exceptional interpersonal and communication skills to build and maintain relationships.
• Have experience managing operational deliverables such as chargebacks, card disputes, and escalations.

You will have access to:

• Opportunities to network and collaborate
• Challenging Working Environment
• Opportunities to innovate

We can be a match if you are:

• Always doing the right thing – Fight for ethical conduct and transparency, both inside and outside
• Curious – Believe in insight, creativity, and its power to unlock value
• Deeply Invested – Take initiative and be a leader in your own right
• Valuing differences – Be inclusive, gracious, decent, and humble
• Building Trust not Territory – Crete a culture of sharing
• Courageous – We’ve built a culture of bravery by speaking our minds and encouraging others to do the same

Are you interested to take the step? We look forward to engaging with you further.

Apply now!

All appointments will be made in line with FirstRand Namibia’s Employment Equity plan.

The Group actively supports the recruitment and advancement of people with disabilities. We encourage that candidates voluntarily declare their disability and consult the Group should they require reasonable accommodation

Closing Date:

All applications must be done via the Group’s application portal.

To access the portal click on the link below. Workday (myworkdayjobs.com)

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

16/07/26