Transactional Banking Support Manager

**Job Purpose**

To be the Support Partner, working together with Client Coverage, Transactional Bankers, Product Sales, Operations and other key internal stakeholders to develop and support clients’ pre-origination service solutions, manage post origination needs, identify opportunities and deliver the Bank’s services.

**Responsibilities**:

- Builds strong service focused relationships and rapport with key clients at the transactional/operational level and use these relationships as a strategic opportunity to increase wallet shares & revenue retention for TS & channels.
- Provides value creation through client education and service solutions advisory to help clients improve efficiency.
- Helping remove operational roadblocks through end to end servicing and ownership of client issues
- Monitoring daily interactions with the client, leveraged on CRM, and be the escalation go to point, internally and externally
- Continually identify opportunities to improve client efficiency and performance, service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling, etc, through leveraging on the sales process and the relationship, to understand client’s needs.
- Review service performance with our clients and generate ways to continuously improve service level standards as well as client efficiency.
- Conduct service reviews to identify and close gaps between client’s needs and service delivery
- Review client data on an ongoing basis to improve volumes and facility utilization - transaction volumes, channel utilization, referrals, queries, complaints, etc.
- Monitor high value transaction processing, use authority for prioritization of transactions, when critical to client.
- Conduct client visits - introduction, relationship building initiated by TB Sales to resolve issues and service relationship with Client’s Operations and Coverage counterparts.
- Communicate client feedbacks to TB Sales, Product and Operations on client needs and products
- Participate in RFP discussions, and play the role of support specialists in convincing clients of NCIB service capabilities on Principal or TB Sales request.
- Coordinate and conduct client trainings with internal stakeholders and be the primary support point of contact, connecting the network for our clients.
- Assist in implementation of service and efficiency improvement initiatives with all relevant stakeholders and facilitate transfer of best practice.
- Lead and enhance client support by driving co-ordination within our TB Sales and CSS network to build solutions for our clients’ needs
- Manage end-to-end service support with internal stakeholders on escalation of service gaps
- Deliver the service plan, including: leading in Service Reviews with Key clients, reviewing service performance with the clients and generate ways to continuously improve service level standards. On a selective basis, accompanying TB Sales on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues

**People Specification**

Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Professional Qualifications/Honour’s Degree

Preferred Qualification

Honours degree will be advantageous.

Minimum Experience Level
- Minimum of 5-7 years Transactional Banking related experience.
- In-depth knowledge of Transactional Banking Products.
- Proven track record in shaping service solutions and managing quality client service assessment
- Proven track record in driving change within internal department to achieve or enhance client service levels.

**Technical / Professional Knowledge**
- Financial Accounting Principles
- Business administration and management
- Business principles
- Business terms and definitions
- Communication Strategies
- Operations planning
- Employee training/development
- Relevant Nedbank product knowledge
- Relevant regulatory knowledge
- Governance, Risk and Controls
- Change management
- Principles of project management
- Business writing skills
- Management information and reporting principles, tools and mechanisms
- Service level agreements
- Consumer behaviour
- Client Service Management
- Client service principles
- Organisational systems

Behavioural Competencies
- Building Partnerships
- Planning and Organizing
- Leading Change

**Preference will be given to individuals from underrepresented groups**
- **_Please contact the Nedbank Recruiting Team at
+27 860 555 566
_