Manager: Support & Innovation at Nedbank

Job Description

Job Purpose

To lead and manage a team of SME unit/s who support and enable the client facing Client Service Specialists to provide world class service to the high value high volume CIB client base .

Job Responsibilities

• Client Experience- Service level effectiveness(multi channel)
• Client effort- channel management
• Client effort- proactive push service / self help capability
• Client Effort- High level of FCR1
• Client Experience – Client satisfaction, direct and market survey
• Stakeholders collaboration - with product, channel, operations, GT and marketing within a disciplined SLA management process
• Planning- part of strategy creation and implementation and measurement
• Operational risk management, monitoring and audits
• Compliance risk management and Governance management
• Capacity creation and management
• Successful commercialization of innovation
• People management and development within a disciplined PDP process
• Managing career paths
• Culture and staff survey
• Transformation
• Finance- ABC, AJTP and expense management
• People Specification
• +/-10 direct reports (SME's)

Essential Qualifications -

• NQF Level
• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees
• Preferred Qualification
• Degree or diploma in Commerce and or Technology

Minimum Experience Level

• 4 - 6 years related experience (working with external clients, staff management, risk, compliance, product, channel, technical, stakeholder management, data analytics, MIS, innovation management project management, finance)

Type of Exposure

• Managing a team of people
• Creating a business plan
• Implementing a strategic plan
• Measuring client satisfaction
• Working with clients to solve client problems
• Investigating and reviewing processes to improve client satisfaction
• Coaching and mentoring others
• Conducting root cause analysis
• Analysing situations or data that requires an in depth evaluation of multiple factors
• Developing ways to minimize risks
• Drafting reports
• Managing conflict situations
• Comparing two or more sets of information
• Conducting a needs analysis
• Writing business proposals
• Checking performance data to measure employee performance
• Recruiting and staffing
• Analysing and interpreting quantitative and qualitative data
• Communicating complex information orally and in writing
• Identifying trends
• Conducting gap analysis
• Providing expert advice/opinion
• Managed Finances
• Recommended operational risk management practices
• Understanding of business processes
• Technical / Professional Knowledge
• Banking knowledge
• Banking procedures
• Business Acumen
• Business principles
• Business terms and definitions
• Business writing
• Communication Strategies
• Data analysis
• Governance, Risk and Controls
• Industry trends
• Microsoft Office
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Research methodology
• Decision-making process
• Cluster Specific Operational Knowledge
• Conducting root cause analysis

Behavioural Competencies

• Building Partnerships
• Building Trust
• Coaching
• Contributing to Team Success
• Decision Making
• Work Standards
• Leadership Disposition
• Planning and Organizing
• Driving for Results
• People-Centred.