Lead: Client Service

5 months ago

Cape Town, South Africa Nedbank Full time

**Job Purpose**
- Drive the retention strategy of TS, CIB and Nedbank by ensuring exceptional servicing support is provided to enhance the client's experience, aligning to the TS CIB client value propositions. Provide business administrative support, operational and servicing support to the CIB TS client to best meet their needs across the end-to-end products, channels, and solutions life cycle in line with Nedbank's client service strategy. Manage multiple centralised and decentralised teams by ensuring business results are attained to achieve Nedbank's strategic objectives. Drive operational processes efficiently by supporting the end-to-end client life cycle, in line with Nedbank's client service strategy. Consistently drive operational excellence with mínimal financial and operational downtime. Ensure compliance, identification and mitigation of risk by adhering to the risk framework principles and ensuring sustainable business through alignment of business structures, systems, processes and people.**Responsibilities**:
**Financial**:

- Constantly look to identify efficiency improvements by reviewing and adapting the quality of client servicing support processes.
- Drive effective client support to ensure revenue profitability for TS, CIB and Nedbank.
- Increase business 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.
- Manage the effectiveness of the team with the use of data analytics to track SLAs, first call resolution, overtime, query trends, client complaints/compliments and escalations.

**Customer**:

- Understand the assigned sector client needs, touchpoints and trends to provide a world class support service.
- Ensure that escalated queries are accompanied with adequate information (i.e. screenshots, time stamps, etc.) obtained from remote sessions held (where relevant) and that the correct DTs and FAQs were referenced to attempt first call resolution.
- Drive client satisfaction through effective first call resolution and evaluate client feedback using the information to make the necessary changes to ensure a world class support service is provided.
- Together with both Product and Channel drive the reduction of escalated queries by ensuring effective DTs and FAQs are in place plus that adequate training is addressed regularly to equip the team for first call resolution.
- Track client interactions against agreed service levels through monthly key performance indicators to highlight performance efficiencies and opportunities for development.
- Ensure service standards are adhered to and that clients are retained through daily and ongoing communications.
- Deliver a world class service through others.
- Manage complaints to ensure quick remediation.
- Build a differentiated culture of improvement and innovation by analysing relevant surveys, client feedback, compliments/complaints and information.

**Process**:

- Drive process management, service delivery and continuous improvement of service, processes and procedures through compliance and conformance to frameworks, standards and policies.
- Ensure sufficient capacity to always handle volumes.
- Improve productivity and reduce costs by improving work processes through offering innovative ideas and input and soliciting input from team members.
- Drive the Digital First strategy creating cohesion between the client and Nedbank.

**Stakeholder Management**:

- Leverage off the relationships with service providers and internal stakeholders for quick resolution of escalated queries.
- Maintain sector based networks.
- Collaborate and build effective networks across Nedbank to address the client need.
- Evaluate and analyse performance against Key Performance Indicators and provide insight on performance indicators to relevant stakeholders.
- Deliver business, client and relationship results and build collaborative relationships with stakeholders through effective reporting and communication across Nedbank.
- Engage with internal and external stakeholders through standard meetings.

**Risk, Internal Audit & Compliance**:

- Monitor compliance of staff to applicable operational and legislative requirements.
- Prevent loss and risk, enforce internal controls and ensure staff adherence through the implementation of effective management processes.

**People Specification**
- Essential Qualifications - NQF Level- Diploma
- Preferred Qualification- Bachelor of Commerce: Business Management- Minimum Experience Level- 5 - 8 years’ experience in managing in a similar or related industry
- 3 years people management experience

**Technical / Professional Knowledge**
- Business administration and management
- Change management
- Client service management
- Communication Strategies
- Diversity management
- Financial Accounting Principles
- Governance, Risk a

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