Estates Manager - Outsource Estates at Nedbank

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 development of the ongoing report 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.

Job 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).