Head: S&se Capability Design

2 weeks ago

Johannesburg, South Africa Nedbank Full time

**Head: Sales and Service Capability Design**

**Job Family**
- Digital
- Leadership Pipeline- Manager function

**Job Purpose**
- Lead the development and implementation of innovative programmes and strategies designed to enhance the sales and service delivery capability. The incumbent will assume overall accountability of effective strategy development of prioritised sales and service capabilities and initiatives thereof.

**Responsibilities**:

- Assume a leading role in the formulation and implementation of the sales and service capability strategy
- Lead the development of an established prioritised backlog of sales and service capability design initiatives to support in the interaction with clients at each stage of the client’s journey (Staff-assisted)
- Design priority capabilities that will drive business value i.e. improve sales effectiveness and service quality and increase client experience competitiveness.
- Drive a ‘Digital First’ strategy for sales and service capability design.
- Drive the required change intervention to deliver on the sales and service capability design and implementation.
- Establish and manage relevant governance and compliance structures so that relevant risks & issues are appropriately monitored, managed and mitigated across sales and service enablement.
- Define the best-in-class customer satisfaction as capabilities are defined.
- Leverage data insights including client feedback to ensure robust sales and service capability design.
- Use existing resources (systems, time, people) in innovative ways by reviewing and enhancing business work methods to improve efficiencies by focussing on standardisation and automation.
- Manage team effectively and efficiently across the HR value chain including recruitment, performance management, retention of critical staff, succession planning, coaching and talent management.
- Manage performance of direct reports
- Essential Qualifications - NQF Level- Professional Qualifications/Honour’s Degree
- Preferred Qualification- Relevant business-related e.g. Finance, Accounting, Economics, Data Science
- Minimum Experience Level- **Total number of years’ experience**: 8 - 10 years
- **Management experience as part of the above years**: 5 - 6 years
- **Type of experience**:Strategy development and execution. Management consulting experience.

**Technical / Professional Knowledge**
- Business strategy: Advanced
- Strategy development: Advanced
- Client Service Management: Advanced
- Digital culture: Advanced
- Innovation: Advanced
- Leadership Skills: Intermediate
- Organisational Awareness: Intermediate
- Governance, Risk and Controls: Intermediate
- Relevant regulatory knowledge: Intermediate
- Performance management: Intermediate
- Behavioural Competencies- Customer Focus
- Operational Decision Making
- Cross-Functional Collaboration
- Driving Execution
- Driving Innovation
- Digital Acumen
- Guiding Team Success

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