Head Client Service Management at Nedbank

Job Purpose

• To be the direct contact between the external customer and Nedbank to build and maintain relationships according to the TS, CIB and Nedbank customer and sales strategy. Provide personal and customised operational and servicing support to the CIB TS client to best meet their needs across the end-to-end product, channels, and solutions life cycle in line with Nedbank's client service strategy.   Facilitate all aspects of enablement and servicing for TS CIB clients to ensure 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 or generate new business through interacting with clients. 
• Provide further value adding service offerings, beyond the current product suite to grow the client base and product utilisation across Nedbank. 
• Constantly look to identify efficiency improvements by reviewing and adapting the quality of client servicing support processes.
• Manage the effectiveness of the team with the use of data analytics to track SLAs, overtime, query trends, client complaints/compliments and escalations.

Customer:

• Understand the assigned sector client needs, touchpoints and trends to provide a world class support service.
• Align and adapt business processes to deliver best practice customer experiences through consultation and collaboration with business stakeholders. 
• Ensure service standards are adhered to and that clients are retained through daily and ongoing communications.
• Drive client satisfaction through effective first call resolution and evaluate client feedback using the information to make the necessary changes to ensure a world class support service is provided.
• Take responsibility for daily client service management and support the transactional banking value proposition while ensuring client satisfaction and ultimately achieve overall business objectives 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 exceeding service level requirements.
• Interrogate clients' own business processes by physically walking through their business processes to identify gaps.
• Ensure to follow through relevant tasks by monitoring and verifying the process flow till completion.
• 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 correct DTs and FAQs were referenced to attempt assistance.

Commercialisation & Operationalisation: 

• Drive the Digital First strategy creating cohesion between the client and Nedbank. 
• Collaborate and build effective networks across Nedbank to address the client need. 

Stakeholder Management:

• 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 obtained from client engagements.
• Develop and maintain collaborative relationships with internal and external stakeholders by actively managing call programs and 

Client Expectations.

• Evaluate and analyse performance against Key Performance Indicators and provide insight on performance indicators to relevant stakeholders.
• Engage with internal and external stakeholders through standard meetings.
• Risk, Internal Audit and Compliance:
• Prevent loss and risk, enforce internal controls and ensure staff adherence through the implementation of effective management processes.

Job Responsibilities Continue

People:

• Lead the team effectively and efficiently across the HR value chain including recruitment, performance management, retention of critical staff, succession planning, development skills, coaching and talent management.
• Build a high-performance team through managing resources, retention and critical staff.
• Create an environment of teamwork by encouraging staff participation in the decision-making processes.
• Optimise and manage performance and motivation by developing staff and themselves.
• Ensure a high-performance culture and motivated staff.
• Build capability of staff by identifying current and future training and development needs.
• Identify and plan resource requirements to achieve targets.
• Collaborate with team members and staff to leverage team strengths.
• 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 by identifying training courses and career progression opportunities for self with input from management.

People Specification

Essential Qualifications - NQF Level

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

Preferred Qualification

• B.Comm Honours degree in Business or Commerce

Minimum Experience Level

• 10 years experience in a relevant as senior manager role.