Senior Manager: Client Service Support

3 weeks ago

Johannesburg, South Africa Nedbank Full time

**Job Requisition Details**
- REQ#131160- Location: Sandton, Johannesburg- Closing Date: 08 February 2024- Talent Acquisition: Bongiwe Mchunu- Job Family- Administration, Operations and Facilities
- Career Stream- Operations
- Leadership Pipeline- Manage Managers

**Job Purpose**
- To manage staff and operational functions for Nedbank by advising clients and stakeholders on products; processes; systems to meet business objectives.

**Responsibilities**:

- Meet business deadlines by ensuring that processes are completed on time and accurately.
- Manage capacity to meet service delivery standards by making sure that staff receive relevant training to manage their client portfolio.
- Manage business systems by making the necessary changes and enhancements.
- Build and maintain relationships with clients and service providers (internal & external) by attending business meetings.
- Share information and knowledge with stakeholders' peers through meetings and discussions.
- Manage the Service Level Agreements by ensuring that deliverables meet clients' expectations.
- Engage internal stakeholders by regular communications. and ongoing networking sessions.
- Ensure that compliance regulations are in line with Nedbank standards.
- Ensure that systems and processes are operational and in line with external and internal audit requirements.
- Monitor bank reports and credit reports daily to manage risk appropriately within mandates.
- Drive and participate in product development by liaising with vendors and Group Technology.
- Optimise efficiency and embed correct values by ensuring direct reports understand and support Nedbank's vision, values and strategy and are measured on delivery against these.
- Manage performance of reports and hold them accountable for managing the performance of their reports by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.
- Identify relevant development needs by assessing own performance and behaviour through formal and informal feedback.
- Drive to execute own and direct reports planned development by attending learning, seeking coaching or other industry or technical learning events and opportunities.
- Maintain a capable high performing team by identifying a talent pool through conducting career conversations and utilising the talent grid principles and developing talent retention programmes.
- Build depth of skills and knowledge in the team of managers by sharing knowledge and insight with team members, ensuring mentoring, coaching and day to day activities.
- Ensure continuous improvement goals are achieved by creating an environment whereby self, managers and team are encouraged to challenge the status quo by initiating constructive debates about work practices and areas for improvement.
- Improve productivity and reduce costs by improving work processes through offering innovative ideas and input and soliciting input from managers and teams.
- Ensure transformational target are met through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list for department.
- Contribute to a culture conducive to the achievement of transformation goals and support business strategies that improve the corporate image by ensuring self, managers and team participation in Nedbank culture building initiatives.
- Participate and ensure managers encourage staff to participate and support corporate social responsibility initiatives for the achievement of business strategy.
- Ensure issues raised in culture survey are addressed and results are improved by ensuring action plans are created.
- Deliver a world class service through others by ensuring a client centric culture through required interventions.
- Identify areas of resource inefficiencies and promote optimisation through promoting multi-skilling and addressing capacity gaps by reviewing and improving work processes.
- Essential Qualifications - NQF Level- Advanced Diplomas/National 1st Degrees
- Matric / Grade 12 / National Senior Certificate
- Preferred Qualification- Bachelor of Commerce in Business Management
- Minimum Experience Level- 5 - 8 years' experience in an Operational Process environment
- 2 years' experience managing a team

**Technical / Professional Knowledge**
- Business administration and management
- Change management
- Client service management
- Communication Strategies
- Diversity management
- Financial Accounting Principles
- Governance, Risk and Controls
- Principles of project management
- Relevant regulatory knowledge
- Strategic planning
- Behavioural Competencies- Aligning Performance for Success
- Decision Making
- Business Acumen
- Guiding Team Success
- Continuous Improvement
- Driving for Results
- **_Please contact the Nedbank Recruiting Team

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