Client Service Support Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa Nedbank Full time

Job Classification

  • Job Family
  • Sales And Services


 Career Stream
  • Sales


 Leadership Pipeline
  • Manage Self: Professional


 FAIS Affected

 FAIS Affected
  • Yes
    Job Purpose
  • To drive the Nedbank brand and support sales and service strategy in branch network to achieve sales and service targets.

Responsibilities:

  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
  • Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g. Green Strategy).
  • Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
  • Identify common customer service breakdown and drive relevant corrective measurements to ensure customer satisfaction.
  • Conduct service related workshops and training interventions to improve customer service.
  • Analyse relevant customer feedback systems and identify common trends in customer breakdowns and recommend corrective action to achieve world class service expectations.
  • Ensure adherance to service standards and strategies by observation and measurement and recommending corrective action.
  • Collaborate with key stakeholders to identify initiatives to ensure achievement of sales and service targets.
  • Support relevant areas to achieve sales and service objectives by highlighting gaps and opportunities.
  • Monitor and coach to ensure understanding and effective utilisation of all sales and service systems to achieve strategic objectives.
  • Conduct regular checks on sales claimed and leads provided to ensure compliance with policy and procedures.
  • Monitor budget to ensure no overspend on marketing and sales within the region.
  • Improve branch profitability through driving net new to franchise acquisition.
  • Drive activation and entrench sales to improve revenue generating accounts.
  • Focus on portfolio tilt and drive relevant products to increase revenue.
  • Plan and implement local area marketing activities.
  • Identify gaps in sales performance and provide training to impacted staff.
  • Drive strategic sales levers by observing; coaching and testing for understanding.
  • Increase sales by researching market and identifying sales opportunities and ensuring fulfillment.
  • Drive daily sales disciplines by identifying shortfalls and ensuring corrective action is taken.
  • Improve productivity and participation through daily focus on sales levers.
  • Measure and drive sales leads and usage of relevant sales systems to improve cross selling opportunities.
  • Improve cross sell through driving digital enticement by identifying lost opportunities and communicating these to relevant stakeholders.
  • Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
  • Identify training courses and career progression for self through input and feedback from management.
  • Ensure all personal development plan activities are completed within specified timeframe.
  • Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
  • Obtain buyin for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.

Job Responsibilities Continue

People Specification

  • Essential Qualifications
  • NQF Level
  • Matric / Grade 12 / National Senior Certificate


 Preferred Qualification
  • Project Management, Marketing Certificate or Diploma, Coaching accreditation, FAIS Qualification, Regulatory Examination 1 Qualification.
  • Essential Certifications
  • Preferred Certifications
  • Minimum Experience Level years management and banking experience

Technical / Professional Knowledge

  • Communication Strategies
  • Data analysis
  • Governance, Risk and Controls
  • Nedbank policies and procedures
  • Principles of financial management
  • Principles of project management
  • Relevant regulatory knowledge
  • Relevant software and systems knowledge
  • Cluster Specific Operational Knowledge
  • Credit and risk Knowledge


 Behavioural Competencies
  • Building Partnerships
  • Earning Trust
  • Energy
  • Facilitating Change
  • Innovation
  • Work Standards
  • Planning and Organizing
  • Customer Focus
- **_Please contact the Nedbank Recruiting Team at _

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