Senior Client Service Manager: Strategic Leader

3 days ago


Johannesburg, Gauteng, South Africa Nedbank Full time
Job Overview

This senior role requires a seasoned professional to manage escalated complex complaints and retain current and new clients, minimizing reputational risk for Nedbank.

Responsibilities
  • Leadership and Team Management
    • Share best practices, provide updates, and feedback with management information, identifying areas of development and improvements.
    • Operate within the values of accountability, pushing beyond boundaries, recognizing good performance, and providing operational synergies.
    • Build strong working relationships by sharing information through meetings, regular communication, providing honest feedback, and offering value-adding services.
  • Client Retention and Satisfaction
    • Deliver world-class service by encouraging a client-centric culture.
    • Identify client expectations, set timeframes for resolutions, commit to action, guide and instruct direct reports, follow up, and take corrective actions.
  • Performance Management and Development
    • Implement performance agreements, ensure clear vision, agree on goals and objectives, provide regular feedback on performance, recognize and reward achievement, and take appropriate corrective action where required.
    • Assess and develop own performance and behavior through formal and informal feedback.
  • Operational Efficiency and Cost Management
    • Address resource inefficiencies, promote multi-skilling, and address capacity gaps by reviewing and improving work processes.
    • Manage operational costs by spending within budget.
Requirements
  • Education and Experience
    • Matric / Grade 12 / National Senior Certificate
    • Advanced Diplomas/National 1st Degrees
  • Technical and Professional Knowledge
    • Financial Accounting Principles
    • Performance management
    • Relevant regulatory knowledge
    • Governance, Risk and Controls
    • Management information and reporting principles, tools, and mechanisms
    • Organizational behavior theory
    • Communication Strategies
    • Client Service Management
    • Diversity management
    • Talent management
  • Behavioral Competencies
    • Customer Focus
    • Communication
    • Earning Trust
    • Facilitating Change
    • Building Partnerships
    • Aligning Performance for Success
Estimated Salary Range

R750,000 - R1,200,000 per annum (dependent on experience and qualifications).

Location

South Africa.

About Us

Nedbank is a leading financial services group in South Africa, committed to delivering exceptional customer experiences and building long-term relationships.


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