Client Service Manager

Overview Nedbank, Johannesburg, Gauteng, South Africa Join to apply for the Client Service Manager (CT) role at Nedbank . Job Purpose: To be the direct contact between the external customer and Nedbank to build and maintain relationships according to the TS, CIB and Nedbank customer and sales strategy. Provide personal and customised operational and servicing support to the CIB TS client to best meet their needs across the end-to-end product, channels and solutions life cycle in line with Nedbank's client service strategy. Facilitate all aspects of enablement and servicing for TS CIB clients to ensure the successful implementation and usage by the client of the products, channels and solutions. Responsibilities Financial: Increase business revenue by identifying opportunities to expand existing business or generate new business through interacting with clients. Provide further service offerings, beyond the current product suite, to grow the client base and product utilisation across Nedbank. Identify efficiency improvements by reviewing and adapting the quality of client servicing support processes. Customer: Understand the assigned sector client needs, touchpoints and trends to provide a world-class support service. Align and adapt business processes to deliver best practice customer experiences through consultation and collaboration with business stakeholders. Ensure service standards are adhered to and clients are retained through daily and ongoing communications. Drive client satisfaction through effective first-call resolution and use feedback to improve service. Manage daily client service and support the transactional banking value proposition while ensuring client satisfaction and achieving business objectives. Act as trusted partner to exceed service level requirements. Interrogate clients' business processes to identify gaps and follow through relevant tasks to completion. Ensure escalated queries have adequate information and reference the correct DTs and FAQs to assist. Assist clients with onboarding and enablement of digital self-service to support Nedbank’s Digital First strategy. Stakeholder Management Collaborate and build networks across Nedbank to address client needs. Manage relationships with clients, service providers and internal stakeholders. Support TS Sales in all escalated admin-related issues. Maintain sector-based networks and collaborate with partners by sharing expert knowledge from client engagements. Develop and maintain collaborative relationships with internal and external stakeholders by actively managing call programs and client expectations. People Teamwork and collaboration with TS Service Support Specialists and Client Service Support Specialists. Make decisions and recommend tailored solutions to specific problems. Challenge the status quo to drive continuous improvement. Identify training and career progression opportunities for self with input from management. Essential Qualifications - NQF Level Matric / Grade 12 / National Senior Certificate Professional Qualifications/Honour’s Degree Preferred Qualification B Com degree in business management will be advantageous. Minimum Experience Level 5-10 years client service experience and 5-10 years experience in a similar industry. Technical / Professional Knowledge Capacity planning Change management Client service management Communication strategies Diversity management Employee training/development Organisational behaviour theory Principles of project management Stakeholder management Behavioural Competencies Aligning Performance for Success Building Partnerships Decision Making Broadening Business Value Guiding Sales Opportunities Employment Equity Statement Preference will be given to individuals from underrepresented groups. How to apply Please contact the Nedbank Recruiting Team at Seniority level Mid-Senior level Employment type Full-time Job function Business Development and Sales #J-18808-Ljbffr