Solutions Specialist – Robotics Processing Automation & Contact Centre Business Solutions

Job Description

Hello Future: Solutions Specialist – Robotics Processing Automation & Contact Centre Business Solutions (CT or JBH)

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

To provide specialist solution advice, design, and guide the implementation of innovative and strategic solutions across the financial services contact centre environment. This role combines responsibilities of a Robotic Process Automation (RPA) Analyst and a Solutions Specialist, with approximately 50% of the role dedicated to overseeing RPA initiatives and the remaining 50% focused on broader business solutioning – with a strong focus on artificial intelligence.

The successful candidate will support the RPA capability by analysing, designing, and managing automation solutions that mimic human interactions with systems. They will also contribute to strategic solutioning initiatives across the PSAS Business Unit (FNB and Direct Axis), ensuring alignment between business objectives and technology capabilities.

Key Responsibilities

RPA Analyst Responsibilities (50%)

• Analyse and document business processes suitable for automation.
• Collaborate with business and technical teams to design RPA solutions that improve efficiency and reduce manual effort.
• Serve as a facilitator for agile RPA development teams, managing backlogs and ensuring alignment with business priorities.
• Monitor and coordinate the day-to-day activities of bots, ensuring smooth execution and timely resolution of exceptions.
• Identify opportunities for continuous improvement in automated processes and recommend enhancements.
• Ensure compliance with audit, risk, and governance standards in all automation initiatives.

Solutions Specialist Responsibilities (50%)

• Provide input into the development of the business area's tactical strategy to achieve overall business goals.
• Collaborate with stakeholders to develop conceptual views of business solutions and capabilities.
• Act as a liaison between business and technical teams, ensuring effective communication and delivery.
• Conduct workshops, interviews, and research to gather and prioritise business requirements.
• Translate strategic plans into actionable initiatives and user stories within an agile framework.
• Identify opportunities for simplification and innovation using an enterprise business lens.

Qualifications

• Required: Bachelor’s degree in a relevant field (e.g., Information Systems, Business Analysis, or Technology).
• Preferred: Honours degree or postgraduate qualification in Artificial Intelligence, Robotics, or Business Strategy.

Experience

• 5 years of experience in business analysis, solution design, or related.
• Preferred: Experience in RPA tools and methodologies (e.g., UiPath, Blue Prism, Automation Anywhere).
• Preferred: Experience working with AI solutions such as LLMs, Agentic AI, and the like.
• Experience working with agile development teams and managing product backlogs.
• Proven ability to translate strategic objectives into executable solutions.
• Experience engaging with senior stakeholders and contributing to strategy formation.

Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder engagement abilities.
• Familiarity with RPA governance, compliance, and exception handling.
• Ability to work across functional teams and drive collaborative outcomes.
• Passion for automation, innovation, and continuous improvement.

You Will Have Access To

• Opportunities to network, collaborate and work across Segments and teams
• Challenging work environment
• Opportunities to innovate and add value to team, leadership and business effectiveness.

We Can Be a Match If You Are

• Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough.
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it
• You are open to ongoing personal mastery & development.

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

Job Details

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

02/06/25

All 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.