Client Service Support Specialist

4 months ago

Johannesburg, South Africa Nedbank Full time

**Job Classification**
- Job Family- Sales And Services
- Career Stream- Sales
- Leadership Pipeline- Manage Self: Professional
- FAIS Affected- FAIS Affected - Yes**Job Purpose**
- To drive the Nedbank brand and support sales and service strategy in branch network to achieve sales and service targets.

**Responsibilities**:

- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g.. Green Strategy).
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Identify common customer service breakdown and drive relevant corrective measurements to ensure customer satisfaction.
- Conduct service related workshops and training interventions to improve customer service.
- Analyse relevant customer feedback systems and identify common trends in customer breakdowns and recommend corrective action to achieve world class service expectations.
- Ensure adherance to service standards and strategies by observation and measurement and recommending corrective action.
- Collaborate with key stakeholders to identify initiatives to ensure achievement of sales and service targets.
- Support relevant areas to achieve sales and service objectives by highlighting gaps and opportunities.
- Monitor and coach to ensure understanding and effective utilisation of all sales and service systems to achieve strategic objectives.
- Conduct regular checks on sales claimed and leads provided to ensure compliance with policy and procedures.
- Monitor budget to ensure no overspend on marketing and sales within the region.
- Improve branch profitability through driving net new to franchise acquisition.
- Drive activation and entrench sales to improve revenue generating accounts.
- Focus on portfolio tilt and drive relevant products to increase revenue.
- Plan and implement local area marketing activities.
- Identify gaps in sales performance and provide training to impacted staff.
- Drive strategic sales levers by observing; coaching and testing for understanding.
- Increase sales by researching market and identifying sales opportunities and ensuring fulfillment.
- Drive daily sales disciplines by identifying shortfalls and ensuring corrective action is taken.
- Improve productivity and participation through daily focus on sales levers.
- Measure and drive sales leads and usage of relevant sales systems to improve cross selling opportunities.
- Improve cross sell through driving digital enticement by identifying lost opportunities and communicating these to relevant stakeholders.
- Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
- Identify training courses and career progression for self through input and feedback from management.
- Ensure all personal development plan activities are completed within specified timeframe.
- Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
- Obtain buy-in for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.

**Job Responsibilities Continue**

**People Specification**
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Preferred Qualification- Project Management, Marketing Certificate or Diploma, Coaching accreditation, FAIS Qualification, Regulatory Examination 1 Qualification.- Essential Certifications- Preferred Certifications- Minimum Experience Level- 2 - 3 years management and banking experience

**Technical / Professional Knowledge**
- Communication Strategies
- Data analysis
- Governance, Risk and Controls
- Nedbank policies and procedures
- Principles of financial management
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Cluster Specific Operational Knowledge
- Credit and risk Knowledge
- Behavioural Competencies- Building Partnerships
- Earning Trust
- Energy
- Facilitating Change
- Innovation
- Work Standards
- Planning and Organizing
- Customer Focus
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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