COO: Client Service and Digital at Nedbank

Job Purpose

• To act as a senior leader and advisor to the head of Client Services and Digital and to take responsibility for the Operational Effectiveness centre of excellence.
• To provide critical operational, transformational, and strategic support across business while also assisting with risk, people and financial management.

Job Responsibilities

• Maintain and directly support the CSD Operational Effectiveness Centre of Excellence and take responsibility for support to CSD operational leadership with VDTs, capacity planning, KPIs and reporting
• Collaborate with digital teams and CIB executives to prioritise demand, staff and manage cross-functional teams supporting transformation (people, process, systems) across CIB
• Manage and promote a People Change Centre of Excellence and provide support as needed across CIB initiatives
• Manage and promote a Process Optimisation Centre of Excellence and provide support as needed across CIB initiatives and compliance requirements
• Define, track and assist with transformation initiatives across the business unit, ensuring alignment with and progress of overarching strategy
• Provide process and system transformation management, strategy development and reporting
• Support businesses with cost diligence and finance management and take overall budget governance for CSD
• Provide consolidation and support for risk and audit management across CSD and act as liaison with Operational Risk and as a first line owner of controls
• Provide consolidation and support for HR operations across CSD
• Create a shared business administration and fractional personal assistance capability supporting the full business unit
• Provide consolidation of reporting needs for group and strategy reporting
• Provide support to analyse and manage ad hoc requests as required by the business unit
• Provide input into broader strategic, management and people decisions as a senior leader
• Lead the team effectively and efficiently across key people activities such as recruitment, performance management, recognition, retention of critical staff, succession planning, skills development, coaching and talent management

Essential Qualifications - NQF Level

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

Preferred Qualification

• Masters in relevant field e.g. Business Administration/Data Science

Minimum Experience Level

• 5 - 10 years’ experience in managing complex businesses and/or;
• 5 - 7 years in service operations or related