BB Service Team Manager at Nedbank

Job Purpose
To effectively resolve escalated complex complaints in order to retain current and new clients and minimise reputational risk for Nedbank through enabling others .

Job Responsibilities

• Share best practices, provide updates and feedback with management information and identify areas of development and improvements.
• Operate within the values of accountability, pushing beyond boundaries, recognising good performance and providing operational synergies.
• Build strong working relationships by sharing information through meetings, regular communication, providing honest feedback and providing value adding services.
• Ensure transformational targets are met during the staff recruitment, retention and training process and using preferred suppliers.
• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
• Address issues raised in culture survey and improve results by creating action plans.
• Deliver worldclass service by encouraging a client-centric culture.
• Address resource inefficiencies, promote multi-skilling and address capacity gaps by reviewing and improving work processes.
• Manage operational costs by spending within budget.
• Ensure quality deliverables by applying best practice and inspecting direct reports' work.
• Ensure direct reports understand and support Nedbank's vision, values and strategy.
• 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.
• Asses and develop own performance and behaviour through formal and informal feedback.
• Attend learning, seek coaching or other industry or technical learning events and opportunities.
• Manage and develop a capable high-performing team.
• Conduct career conversations, utilise the talent grid principles and develop talent retention programmes.
• Achieve continuous improvement goals by encouraging team to challenge the status quo by initiating constructive debates about work practices and areas for improvement.
• Identify client expectations, set timeframes for resolutions, commit to action, guide and instruct direct reports, follow up and take corrective actions.
• Manage team performance and development.
• Engage in contingency planning, resource allocation, capacity and systems management and corrective actions. Understand, apply and create awareness of regulations and legislation and enforce adherence.
• Provide leadership insight and influence, succession planning and organising, coaching and upskilling team.

Minimum Experience Level

• 10 - 15 years Financial Services Experience

Preferred Qualification

• Relevant Bachelors Degree with a preference on communication skills.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Type of Exposure

• Formulating and implementing communication strategies to cascade functional strategies
• Conducting benchmarking exercises to identify improvement opportunities
• Networking and building relationships
• Developing a stakeholder management grid for the business
• Establishing and maintaining collaborative relationships with peers / managers
• Developing resource plans to execute functional strategies
• Managing a department or area
• Developing a client service delivery plan
• Proactive and balanced Decisions Making
• Managing business risks

Technical / Professional Knowledge

• Financial Accounting Principles
• Performance management
• Relevant regulatory knowledge
• Governance, Risk and Controls
• Management information and reporting principles, tools and mechanisms
• Organisational behaviour theory
• Communication Strategies
• Client Service Management
• Diversity management
• Talent management

Behavioural Competencies

• Customer Focus
• Communication
• Earning Trust
• Facilitating Change
• Building Partnerships
• Aligning Performance for Success

Closing Date -  14th, April 2022