{"id":2095758,"url":"https://alion.io/job/firstrand-business-process-specialist","title":"Business Process Specialist","company":{"id":4436,"name":"FirstRand","domain":"firstrand.co.za","url":"https://alion.io/company/firstrand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lusaka, Zambia"],"countries":["ZM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-08T16:45:47Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T03:34:02Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Description\nResponsible for overall delivery of end-to-end solution process design enhancements and optimisationsDeliver against operational and cost targets\nPrioritise resource allocation to minimise and reduce wastage\nMonitor costs for the financial year according to the operational plan\nAllocates and approves expenditure\nReview cost reports and resolves or explains variances to the budget\nIdentify, control and escalate potential risks that may lead to increased costs\nManage costs or expenses within approved budget to achieve cost efficiencies\nCollaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities\nDrive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base\nEnsure full understanding of customer needs to deliver a quality service\nEnsure customer service solutions are aligned to the business operational plan; Organisational values and service standards\nCommunicate how customer service solution will be implemented and secures buy-in\nEnsure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options E\nnsure resolution of customer queries and complaints timeously and ownership of issues Analyse customer feedback to help improve customer service\nPropose ideas to improve customer service\nBuild relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in\nEngage in cross-functional relationships to obtain and to provide work support\nDeliver customer experience excellence aligned to Organisational values and service standards\nBuild professional long-term relationships with customers based on trust that builds the brand\nCollect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service\nDeliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application\nProvide customers with relevant information to keep them informed of products and service options Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability\nEnsure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map\nResearch, enable and consult on improvements and opportunities to harness technology and platform enablement\nReview existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy\nMonitor customer feedback reports and align processes to maximise efficiencies Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data\nProvide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets\nAccumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities\nProvide input into the development of the busines area tactical strategy in achievement of the overall business strategy\nDevelop and implement an area operational plan in achievement of Business objectives\nEnsure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability\nEnsure implementation of relevant policies, governance and practice standards across the business\nMaintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements\nEnsure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes\nDevelops an understanding of risks and risk management approaches Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks\nEducates others and makes suggestions for improvements\nNetworks and participates in specialist risk forums where required\nUnderstand competencies and skills required for own and employee's development and performance\nIdentify development needs and select effective solutions to address own and employee development needs\nEnsure that each employee prepares a personal development plan that is implemented and reviewed as required\nProvide on the job coaching and guidance\nManage team delivery against goals in the area of responsibility\nManage performance moderation, disciplinary action, recognition and retention processes in line with HR policies and procedures\nParticipate in Talent Management practices and processes in line with HR policies and procedures Implement employment equity plan targets in all recruitment and employee movement activities\nManage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback\nEnsure skills are transferred in specific functions\nEnsure conflict resolution and respond to any complaints or concerns\nSet relevant stretch goals for team and motivate achievement\nParticipate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared\nBuild and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies\nParticipate in specialist communities of practice and contribute positively to own and organisational knowledge improvement\nImportant Closing Date Note\nTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.\n14/10/26All 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.","description_format":"text","description_chars":6282,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Investment Banking & M&A Advisory","Leasing, Auto & Equipment Finance"],"lifecycle":[{"event":"open","at":"2026-10-08T16:45:47Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:7","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/firstrand-business-process-specialist","json_url":"https://alion.io/job/firstrand-business-process-specialist.json","meta":{"generated_at":"2026-10-12T05:32:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8878,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4436},"rest":"https://alion.io/mcp/rest/get_company?id=4436"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirstrand-business-process-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirstrand-business-process-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirstrand-business-process-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firstrand-business-process-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstrand-business-process-specialist"}]}