Estates Manager

**Job Classification**
- Job Family- Sales And Services
- Career Stream- Fiduciary
- Leadership Pipeline- Manage Others
- FAIS Affected**People Specification**
- Whilst the Role of Outsource Estates manager is a management role, it differs from the Industry understanding of an internal staff management of estates as follows:
- There are 2 support staff engaged with the Outsourcing of estate matters.
- The direct engagement is with External Attorney and Trust companies to whom significant volumes of estates have been outsourced, nationally.
- The need, in addition to the normal estates manager role as Industry defines will be:
- Identify and balance the numbers of all outsourced matters to or internal systems and ensure recorded on estate systems.
- Be involved in the ongoing reports development around Outsourced matter on
- Work to SLA and be drive changes to the SLA to guide the Client and Outsource party Value proposition.
- Build on the Financial models and define the revenue fee flows between parties including the Invoicing and Budgeting process.
- Be accountable for financial revenue and cost targets as derived. Included in this is the ongoing review of the existing pricing models, in association with the Head of Legal.
- Actively manage, the relationship as well as cases of estates as needed. This required an in-depth knowledge of estate administration.
- Take personal accountability and ensure resolution of complaints in the Outsource space and build solutions to prevent similar occurrences in the future, in conjunction with the Outsource partner.
- The position is preferably Gauteng (Nedbank Rivonia Road Campus) based.

**Job Purpose**
- To manage, organise, control and plan the activities of the Estates Department.**Responsibilities**:

- Build and maintain relationships across intermediaries to source agency estates.
- Contact heirs of estates to determine need and offer wills facility.
- Meet transformation targets during staff recruitment, retention and training and use preferred suppliers.
- Analyse deviations from divisional EE and transformation plans and ensure recommended corrective action is appropriate and implemented.
- Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
- Develop and implement action plans to address issues raised in culture surveys.
- Create a client service culture.
- Support implementation of business optimisation improvement.
- Encourage team to generate innovative ideas and share knowledge.
- Manage, monitor and address deadwood in the team.
- Monitor estates to ensure they are closed within the target period.
- Monitor action targets for estates to ensure agreed actions are completed.
- Manage, track and monitor complaints and address service delivery issues.
- Manage, track and monitor overdue liquidation and distribution accounts.
- Implement performance agreements, ensure a clear vision, agree on goals and objectives, provide regular feedback on performance, recognise and reward achievement and take appropriate corrective action where required.
- Create an environment of teamwork and encourage participation in decision-making processes.
- Stay abreast in field of expertise and deliver on stakeholder expectations by identifying current and future training and development needs.
- Follow the recruitment process when recruiting talent.
- Conduct career conversations, use talent grid principles and develop talent retention programmes.
- nderstand and embrace the Nedbank vision and values, leading by example.
- Manage new employee on-boarding process per the on-boarding check-list.
- Prepare an annual action plan in support of the roll-out budget.
- Prepare and execute a marketing plan in support of the business strategy.
- Measure delivery and performance against the annual budget and act where necessary.
- Track and monitor team delivery against targets.
- Implement plans and projections in order to achieve budget.
- Closely monitor and address shortcomings with individuals.
- Monitor and manage office errors to keep them within an acceptable level.
- Track and monitor internal audit findings and ensure appropriate action is taken.
- Implement governance and compliance standards and adhere to best practice.
- Manage team risk through completion of team stats, monitoring work in progress, addressing exceptions monthly and sharing monthly stats.
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
- Preferred Qualification- Certificate in Financial Planning (CFP).- Essential Certifications- Preferred Certifications- Association of Trust Companies.- Minimum Experience Level- 5-10 years experience in a similar role**Technical / Professional Knowledge**
- Business terms and definitions
- Change management
- Client service management
- Financial Accounting Principles
- Principles of project management
- Relevant regulato