Div Exec: Client Support

3 weeks ago

Johannesburg, South Africa Nedbank Full time

**Job Purpose**
- To manage operational processes efficiently by supporting the end-to-end client life cycle, in line with Nedbank's client service strategy, client experience and client value proposition. To provide transformational leadership, guidance and direction by supporting the business in the scaling of the value chain with strategic objectives including driving a digital culture shift through digitization in line with Cluster goals within Transactional Services and CIB.**Responsibilities**:

- Ensure business objectives are met through increased profitability and that relevant business strategies/sales campaigns/marketing initiatives are managed within the outlet
- Assist CIB TS to achieve sales growth by increasing revenue through improved support/servicing efficiencies and quality of processes to ensure scalability of products
- Increase outlet profitability by achieving business objectives, digitisation and driving operational effectiveness
- Manage the operational budget (including staff and general operational expenses) to ensure outlet cost management
- Ensure service standards are adhered to with enhanced service experience driving client satisfaction and retention
- Streamline and drive the adoption of new clients to the Nedbank products and solutions
- Track client interactions against agreed service levels through monthly key performance indicators to highlight performance efficiencies and industry peer comparisons
- Improve processes and systems contributing to improved client service delivery through digitisation
- Drive the ‘Digital First’ strategy creating cohesion between the outlet, segment, channel, and product
- Achieve excellence in strategy execution by integrating people, processes, management, systems, measurements and rewards
- Lead and influence collaboration across Nedbank to achieve the distinctive client-centred strategy
- Drive the operationalisation of required products and services, minimising organisational complexity and cost to serve
- Strategic vendor/partner collaboration and management to drive effective commercialisation, compliance, people, technology, support, operationalisation, value management, servicing and client centricity
- Deliver business, client and relationship results and build collaborative relationships with stakeholders to ensure a consistent client service offering, through regular engagement and effective reporting and communication across Nedbank
- Attend business projects' meetings and provide the necessary advice and support to ensure financial success of those projects
- Provide feedback to internal stakeholders on products and system enhancements by giving regular updates that are highlighted through Operational Processing
- Provide reporting to industry bodies in line with regulatory requirements
- Monitor compliance of outlet staff to ensure adherence to applicable operational and legislative requirements and internal controls in order to mitigate loss and risk
- Prevent loss and risk, enforce internal controls and ensure staff adherence through the implementation of effective management processes
- Engage Business Analyst to re-engineer required processes to ensure efficacy and adequate risk control
- Create an environment of teamwork by encouraging staff participation, empowering team to make decisions and recommend tailored solutions to business unit specific problems
- Lead the team effectively and efficiently across the HR value chain including recruitment, performance management, retention of critical staff, succession planning, development planning, coaching and talent management
- Manage performance of direct reports and hold them accountable for managing the performance of their employees.
- Essential Qualifications - NQF Level- Professional Qualifications/Honour’s Degree
- Preferred Qualification- Relevant Master’s Degree (Data Science)/Masters in Business Administration- Minimum Experience Level- 8 years + experience in managing a division/enterprise in a similar/related industry
- 10 years + managing people

**Technical / Professional Knowledge**
- Digital Culture
- Technical product knowledge
- Strategic planning
- Budgeting
- Change management
- Principles of project management
- Leadership Skills
- Risk Management
- Performance management
- Behavioural Competencies- Establishing Strategic Direction
- Inspiring Excellence
- Building Organizational Talent
- Business Savvy
- Driving Execution
- Sharing Responsibility
- Strategic Influence

**Preference will be given to individuals from underrepresented groups**
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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