Client Service Manager (JHB) at Nedbank

Job Purpose

• To be the direct contact between the external customer and Nedbank to build and maintainrelationships according to the TS, CIB and Nedbank customer and sales strategy. Providepersonal and customised operational and servicing support to the CIB TS client to best meet theirneeds across the end-to-end product, channels and solutions life cycle in line with Nedbank'sclient service strategy. Facilitate all aspects of enablement and servicing for TS CIB clients toensure the successful implementation and usage by the client of the products, channels and solutions.

Job Responsibilities
Financial:

• Increase business revenue by identifying opportunities to expand existing business orgenerate new business through interacting with clients.
• Provide further service offerings, beyond the current product suite to grow the client base andproduct utilisation across Nedbank.
• Constantly look to identify efficiency improvements by reviewing and adapting the quality ofclient servicing support processes.

Customer:

• Understand the assigned sector client needs, touchpoints and trends to provide a world classsupport service.
• Align and adapt business processes to deliver best practice customer experiences throughconsultation and collaboration with business stakeholders.
• Ensure service standards are adhered to and that clients are retained through daily andongoing communications.
• Drive client satisfaction through effective first call resolution and evaluate client feedbackusing the information to make the necessary changes to ensure a world class support serviceis provided.
• Take responsibility for daily client service management and support the transactional bankingvalue proposition while ensuring client satisfaction and ultimately achieve overall businessobjectives and deliver solutions for our clients in line with Nedbank business strategy. Act as trusted partner to achieve better customer service and business results by exceedingservice level requirements.
• Interrogate clients' own business processes by physically walking through their businessprocesses to identify gaps.
• Ensure to follow through relevant tasks by monitoring and verifying the process flow tillcompletion.
• Ensure that escalated queries are accompanied with adequate information (i.e. screenshots,time stamps, etc.) obtained from remote sessions held (where relevant) and that the correctDTs and FAQs were referenced to attempt assistance.
• Assist clients with both onboarding and enablement digital self-service recommendations todrive the Digital First strategy of Nedbank thereby enhancing the client’s online experience

Stakeholder Management:

• Collaborate and build effective networks across Nedbank to address the client need.
• Manage relationships with clients, service providers and internal stakeholders.
• Support TS Sales in all escalated admin-related issues.
• Maintain sector based networks.
• Collaborate with business partners by sharing expert knowledge and information obtainedfrom client engagements.
• Develop and maintain collaborative relationships with internal and external stakeholders byactively managing call programs and client expectations.

People:

• Teamwork and collaboration - Building relationships with TS Service Support Specialists andClient Service Support Specialists.
• Make decisions and recommend tailored solutions to specific problems.
• Challenge the status quo to drive continuous improvement.
• Improve personal capability and stay abreast of developments in field of expertise byidentifying training courses and career progression opportunities for self with input frommanagement.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Professional Qualifications/Honour’s Degree

Preferred Qualification

• Master of Business Administration (MBA)

Minimum Experience Level

• 5-10 years client service experience and 5-10 years experience in a similar industry.

Technical / Professional Knowledge

• Capacity planning
• Change management
• Client service management
• Communication Strategies
• Diversity management
• Employee training/development
• Organisational behaviour theory
• Principles of project management
• Stakeholder management

Behavioural Competencies

• Aligning Performance for Success
• Building Partnerships
• Decision Making
• Broadening Business Value
• Building partnerships
• Guiding Sales Opportunities