Johan de Beer

Business Support Head Operations at First National Bank

Johannesburg, South Africa

Johan de Beer is a dynamic and process-driven financial executive in an Operational role as Business Support Head for First National Bank in the International Franchise, specialising in the field of complex strategic, systems, human capital, debt collections, and lean process management. This expertise is supported by 15+ years’ experience in workflow methodologies, system analysis, and the development of processes, individuals, and teams to support and drive business excellence. The ability to manage multiple assignments while meeting tight deadline schedules has proven an imperative success factor.

Providing leadership across multiple growing teams, applied across nine African countries to ensure the delivery of quality services. Vast experience in developing, implementing, and reviewing systems to improve processes through continuous improvement methodology. Ensuring Business and Customer expectations are managed, to create continual growth and favorable operational delivery.

As the Business Support Head for First National Bank International, Johan's goal is to drive operational excellence aligned to changing customer needs. His responsibilities in this role include leading the central function that assists with production issues, system support, and business requirements across nine countries in Africa. Head of Business Units (BU’s) for service delivery through implementing systems and processes to improve service supported by quality systems, and metrics for measuring service levels and satisfaction.

Manages the full spectrum of technological improvement projects including the definition and scoping of deliverables and the implementation of a call centre to support the business services model. Ensuring delivery through managing milestone aspects regarding fixed assets, negotiations, procurement, installation of systems, implementation, timeliness, quality, and budgets. End-to-end Call Center setup of a functional Business Services model initiative, to determinedly manage cost and deliver superior customer service.

Leading staff through setting clear delivery expectations, developing skills, talent, and setting an example in excellence. Manages business units by embracing the values, culture, and philosophy of entrepreneurship, accountability, and innovation. Leading staff through employing strategies, principles, policies, frameworks, and systems to support them to thrive. Utilises macro-economic, financial and industry data to assess business performance and makes recommendations to ensure continual growth, viability, and competitive advantage within sensible risk parameters and service level agreements with external vendors and internal stakeholders.