Local Market Operations Manager

Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.

As part of our FNB Points of Presence (POP) leadership team, the Local Market Operations Manager plays a critical role in managing branch administration and operational delivery across the local market and relevant branches to reduce operational risk, strengthen process discipline, and ensure consistent service delivery.

The Local Market Operations Manager supports sustainable business performance by driving operational efficiency, cost containment, compliance, and people capability while enabling an excellent internal and external customer experience.

Now’s the time to imagine your potential in a leadership role where operational control, risk management, and service excellence come together.

• Manage administration and operations across relevant branches to reduce operational risk
• Implement and monitor the Operations and Migration Scorecard for both branch and node
• Identify and implement process improvements to prevent wastage and reduce costs
• Deliver consistent internal and external customer service excellence aligned to quality standards
• Ensure full compliance with legislative, audit, policy, and governance requirements
• Apply innovative thinking to develop solutions that improve organisational and operational effectiveness
• Provide input into the development of tactical strategy and translate it into an effective operational plan
• Monitor operational performance and take corrective action where required
• Build and sustain collaborative relationships across the FirstRand Group to enhance delivery and execution
• Analyse operational data and insights to drive informed decision making
• Promote consistent operational standards and best practices across branches

• Manage people by executing leadership and management responsibilities effectively
• Create an environment that encourages employee growth, accountability, and performance excellence
• Set clear expectations, provide coaching, and support continuous improvement
• Actively assess own performance, seek feedback, and pursue development opportunities
• Foster a culture of collaboration, learning, and shared accountability across teams

• Minimum Qualification: NQF Level 5 Certificate
• Preferred Qualification: Undergraduate Diploma NQF Level 6 qualification in Banking, Business Management, or related fields
• 4 – 5 years of experience in branch operations or financial services

• Strong understanding of operational risk, audit, and compliance requirements
• Demonstrated ability to implement operational strategies and scorecards effectively
• Experience leading teams and driving performance improvement initiatives
• Strong analytical and problem-solving capabilities

• A strategic operational leadership role within the FNB Points of Presence environment with opportunities to influence operational excellence and service quality across the local market
• Ongoing leadership and professional development
• A collaborative and values driven culture focused on efficiency, quality, and risk discipline

• Operationally focused with a strong risk and control mindset
• Detail oriented and disciplined in execution
• People centric with the ability to inspire performance and accountability
• Proactive, innovative, and solutions driven
• Strong in stakeholder engagement and Cross functional collaboration
• Committed to service excellence and continuous improvement
• Ethical and aligned to FNB’s values