Manager Client Service Support

2 weeks ago

Cape Town, Western Cape, South Africa Nedbank Full time
Job Family- Sales and Services

  • Career Stream
  • Client Service


 Leadership Pipeline
  • Manage Managers

Job Purpose

  • To effectively resolve escalated complex complaints in order to retain current and new clients and minimise reputational risk for Nedbank through enabling others.

Responsibilities:

  • Share best practices, provide updates and feedback with management information and identify areas of development and improvements.
  • Operate within the values of accountability, pushing beyond boundaries, recognising good performance and providing operational synergies.
  • Build strong working relationships by sharing information through meetings, regular communication, providing honest feedback and providing value adding services.
  • Ensure transformational targets are met during the staff recruitment, retention and training process and using preferred suppliers.
  • Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
  • Address issues raised in culture survey and improve results by creating action plans.
  • Deliver worldclass service by encouraging a clientcentric culture.
  • Address resource inefficiencies, promote multiskilling and address capacity gaps by reviewing and improving work processes.
  • Manage operational costs by spending within budget.
  • Ensure direct reports understand and support Nedbank's vision, values and strategy.
  • Implement performance agreements, ensure a clear vision, agree on goals and objectives, provide regular feedback on performance, recognise and reward achievement and take appropriate corrective action where required.
  • Asses and develop own performance and behaviour through formal and informal feedback.
  • Attend learning, seek coaching or other industry or technical learning events and opportunities.
  • Manage and develop a capable highperforming team.
  • Conduct career conversations, utilise the talent grid principles and develop talent retention programmes.
  • Achieve continuous improvement goals by encouraging team to challenge the status quo by initiating constructive debates about work practices and areas for improvement.
  • Identify client expectations, set timeframes for resolutions, commit to action, guide and instruct direct reports, follow up and take corrective actions.
  • Manage team performance and development.
  • Provide leadership insight and influence, succession planning and organising, coaching and upskilling team.


 Essential Qualifications
  • NQF Level
  • Matric / Grade 12 / National Senior Certificate
  • Advanced Diplomas/National 1st Degrees


 Preferred Qualification
  • Junior or Middle Management Program will be advantageous.
  • Minimum Experience Level
  • Minimum of years in a Financial Services Experience.
    Technical / Professional Knowledge
  • Financial Accounting Principles
  • Performance management
  • Relevant regulatory knowledge
  • Governance, Risk and Controls
  • Management information and reporting principles, tools and mechanisms
  • Organisational behaviour theory
  • Communication Strategies
  • Client Service
Management

  • Diversity management
  • Talent management


 Behavioural Competencies
  • Customer Focus
  • Communication
  • Earning Trust
  • Facilitating Change
  • Building Partnerships
  • Aligning Performance for Success
- **_Please contact the Nedbank Recruiting Team at _

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