Senior Client Service Manager: Strategic Leader
3 days ago
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.
- 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
R750,000 - R1,200,000 per annum (dependent on experience and qualifications).
LocationSouth Africa.
About UsNedbank is a leading financial services group in South Africa, committed to delivering exceptional customer experiences and building long-term relationships.
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