To ensure that product information, service updates, customer communications, and internal resources are clear, consistent, and effectively delivered across channels such as websites, mobile apps, intranet, and in branch materials. Engaging stakeholders across departments to gather training requirements and support operational efficiency across Retail, including product pillars, channels and customer sub-segments. This role ensures the consistent delivery of training programs that support business goals, regulatory adherence, and enhance customer experience.
Hello Future Retail Content and Capability Specialist
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 talented 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.
Role Overview:
The Enablement Facilitator is responsible for planning, creating, managing, scheduling, and coordinating content and technical training activities that supports customer engagement, awareness, internal communication. Collaborates with marketing, branches, L&D, compliance and product segments to ensure that all content and training is accurate, compliant and aligned across branch networks and retail banking units. This role is responsible to ensure that product information, service updates, customer communications, and internal resources are clear, consistent, and effectively delivered across channels such as websites, mobile apps, intranet, and in branch materials. Engaging stakeholders across departments to gather training requirements and support operational efficiency across Retail, including product pillars, channels and customer sub-segments. This role ensures the consistent delivery of training programs that support business goals, regulatory adherence, and enhance customer experience.
Are you someone who can:
Ensure operational excellence through the delivery of work processes according to defined quality standards and business needs.
Collaborate with subject matter experts to ensure training content is accurate, relevant and aligned to retail banking operations (e.g. AML/KYC compliance).
Responsible for an annual review of training material with Retail Product Houses to ensure content is current, accurate, and aligned with operational needs.
Collaborate with Learning and Development (L&D) to conduct training needs analysis to identify gaps.
Develop and maintain annual content and training calendars in alignment with retail banking product launches, regulatory updates and schedules in collaboration with the Retail business.
Customize training programs as needed for specific retail banking requirements and regulatory changes.
Develop targeted training programs to address identified needs.
Evaluate training effectiveness and recommend improvements based on participation feedback, assessments, and operational performance metrics.
Monitor and ensure completion of mandatory training.
Compile reports on training participation, completion rates, outcomes, and feedback.
Ensure training materials, manuals, and job aids are updated and distributed appropriately.
Coordinate workshops to train branch and fulfillment staff on processes, product changes, and compliance updates (e.g., FATCA, KYC).
Work with product and digital teams to update content across the platforms.
Ensure all content complies with internal policies, regulatory standards and legal approvals.
Conduct periodic reviews and audits of published content to ensure accuracy and relevance.
Conduct specialized training across the business units on all regulatory and product segment (e.g. KYC, Compliance, Pricing)
Adaptable to changing priorities and business needs.
Participate in planned learning and development initiatives to enhance own skills and contribution.
You will be an ideal candidate if you:
Have a degree in Business Administration/ Information Systems or related
Have 3 to 5 years of experience in a similar environment
Demonstrate strong analytical, organisational, and problem-solving skills with a focus on execution.
Experience working with cross-functional tems and stakeholders.
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
Courages – 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!
Closing Date: 23 September 2025
All applications must be done via the Group’s application portal. To access the portal click on the link below.
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Job DetailsTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
24/09/25All 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.