Lead: Service Support

2 weeks ago

Johannesburg, South Africa Nedbank Full time

**Job Purpose**
- Ensure that newly banked deals or CIB TS clients are seamlessly and quickly onboarded and enabled across the range of TS products, channels and solutions. Provide operational support for the effective onboarding of the CIB TS client to meet their needs across the end-to-end client life cycle in line with Nedbank's client service strategy. Organise, direct and control all aspects of onboarding and enablement for TS CIB clients to ensure the successful implementation and usage by the client of the products, channels and solutions. 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:
- Drive best practice servicing support delivery by ensuring that client's needs are accurately captured to minimise enablement delays.
- Increase profitability by achieving business objectives, digitisation and driving operational effectiveness.
- Constantly look to identify efficiency improvements by reviewing and adapting the quality of the onboarding and maintenance servicing support processes.
- Manage the effectiveness of the team with the use of data analytics to track SLAs, client complaints / compliments and escalations.
- Customer:
- Ensure fast, seamless onboarding for clients.
- Drive the seamless maintenance needs of clients by encouraging usage of the digital self-service functionalities available on NBH.
- Ensure service standards are adhered to and that clients are retained through daily and ongoing communications.
- Track client interactions against agreed service levels through monthly key performance indicators to highlight performance efficiencies and opportunities for development.
- Manage complaints to ensure quick remediation.
- Build a differentiated culture of improvement and innovation by analysing relevant surveys, client feedback, compliments/complaints and information.
- Understand the assigned sector client needs, touchpoints and trends to provide a world class support service through others.
- Commercialisation & Operationalisation:
- Drive the Digital First strategy creating cohesion between the client and Nedbank.
- Collaborate and build effective networks across Nedbank to address the client need.
- Stakeholder Management:
- Leverage off the relationships with service providers and internal stakeholders for quick resolution of escalated queries.
- 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.
- 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.
- Engage Business Analyst to re-engineer required processes so as to ensure efficacy and adequate risk control.
- People:
- Lead the team effectively and efficiently across the HR value chain including recruitment, performance management, retention of critical staff, succession planning, development skills, coaching and talent management.
- Create an environment of teamwork by encouraging staff participation in the decision-making processes.
- Empower team to make decisions and recommend tailored solutions to specific problems.
- Ensure continuous improvement by creating an environment whereby team members and self are encouraged to challenge the status quo through coaching and mentoring practices.
- Optimise and manage performance and motivation by developing staff and themselves.
- Identify and plan resource requirements to achieve targets.
- Collaborate with team members and staff to leverage team strengths.
- Ensure a high-performance culture and motivated staff.
- Qualifications - NQF Level- Professional Qualifications/Honour’s Degree
- Minimum Experience Level- 5 - 8 years’ experience in managing in a similar or related industry
- 5 -10 years people management experience
- Technical / Professional Knowledge- Digital culture
- Technical product knowledge
- Strategic planning
- Budgeting
- Change management
- Principles of project management
- Leadership skills
- Risk Management
- Performance management
- Business Principles
- Behavioural Competencies- Customer Focus
- Driving Innovation
- Decision Making
- Hyper Collaboration
- Strategic Influence
- Leadership Disposition
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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