Head Digital Sales Service & Distribution at Nedbank

Job Purpose

• Lead the digital sales, service and distribution function for BCB clients by using customer, service and channel insights to grow digital adoption, improve service outcomes, strengthen distribution effectiveness and enable commercially sustainable client engagement across digital and assisted channels.
• The role provides business direction, performance oversight and enablement to ensure digital sales and service journeys are responsive to client needs, informed by service performance analytics, and delivered within agreed governance, risk, compliance and customer experience standards.

Job Responsibilities

Digital Sales and Distribution Strategy: 

• Lead the development of digital sales, service and distribution plans aligned to BCB client needs, customer experience priorities, commercial objectives and channel performance expectations. 
• Drive the optimisation of the digital and assisted channel mix to improve client acquisition, activation, retention, service usage, digital adoption and cost-to-serve outcomes. 
• Oversee the translation of customer, service, complaint, channel and adoption insights into actionable distribution priorities and measurable performance plans. 
• Ensure digital sales and service initiatives are prioritised through clear value, risk, customer impact, service improvement and implementation criteria. 

Client Experience and Service Performance:

• Drive client-centric digital journeys that improve ease of access, service quality, responsiveness and consistency across digital and assisted BCB channels. 
• Use service performance analytics, client feedback, complaint trends, root-cause insights and adoption data to identify journey improvement opportunities and service risks. 
• Provide direction on service improvement initiatives that address pain points, reduce avoidable demand, strengthen self-service usage and improve client confidence in digital channels. 
• Ensure digital service standards, escalation paths and service recovery practices support reliable client outcomes, frontline enablement and regulatory expectations.

Commercial Performance and Sales Enablement: 

• Monitor digital sales performance against agreed acquisition, activation, conversion, utilisation and revenue contribution measures. 
• Enable sales and service performance across digital journeys by aligning business priorities, client needs, communication, frontline readiness and channel execution requirements. 
• Ensure sales, service and adoption insights are used to strengthen funnel conversion, cross-sell opportunities, digital engagement and client value realisation. 
• Provide commercial and service performance oversight of channel dashboards, management information and corrective actions for underperforming areas.

Job Responsibilities Continue

Governance, Risk and Control:

• Ensure digital sales, service and distribution activities operate within applicable governance, compliance, conduct, operational risk and customer protection requirements. 
• Oversee control adherence across digital journeys, including issue escalation, remediation tracking, process integrity and risk-informed decision making. 
• Drive alignment with relevant stakeholders to manage fraud, data, privacy, cyber, operational and reputational risk considerations within digital channels. 
• Ensure management reporting supports transparent oversight of digital channel performance, risk exposure and service outcomes.

Stakeholder Integration and Delivery Enablement:

• Lead cross-functional alignment between product, technology, operations, marketing, risk, compliance and client-facing teams to deliver integrated digital sales, service and distribution outcomes for BCB clients. 
• Manage prioritisation and dependency alignment to ensure digital sales, service and enablement initiatives are delivered within agreed scope, risk appetite and performance expectations. 
• Provide business direction to support operating model effectiveness, frontline and assisted-channel enablement, adoption readiness, communication, training and change enablement. 
• Drive continuous improvement by using client, colleague, operational, service and market insights to refine digital distribution and service enablement practices. 

People and Functional Leadership: 

• Lead the function by setting clear priorities, performance expectations and decision rights aligned to digital sales, service and distribution outcomes. 
• Drive capability development in digital sales, service excellence, data-led performance management, customer experience and stakeholder collaboration. 
• Manage team performance through coaching, feedback, resource alignment and accountability for agreed delivery and control outcomes. 
• Ensure the function contributes to a collaborative, client-focused and improvement-oriented culture across the broader client solutions environment. 

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree

Preferred Qualification

• Essential: Relevant undergraduate degree in Business, Commerce, Finance, Marketing, Digital Business, Information Systems or a related field.
• Preferred: Postgraduate qualification aligned to business, commerce, digital, customer experience, sales, service, distribution or financial services.

Minimum Experience Level

• Essential: Minimum of 8–10 years’ experience in business banking, digital sales, service, client solutions, distribution channels, customer experience, financial services, or a related commercial environment.
• Preferred: Approximately 10+ years’ experience, including exposure to BCB or business banking environments, digital channel growth, customer adoption, service optimisation, stakeholder management, and regulated financial services. 

Technical / Professional Knowledge

• Sales Management
• Customer Experience Management
• Customer Value Proposition Communication
• Experience in driving and delivery of Digital transformation
• Stakeholder Engagement
• Risk Management
• Governance
• Data Driven Decision Making
• Customer Engagement
• Distribution Channels
• Channel Strategy
• Digital Services

Behavioural Competencies

• Digital Acumen
• Customer Focus
• Business Acumen
• Driving Execution
• Building Influential Partnerships
• Leading Change
• Establishing Strategic Direction
• Driving Innovation

Closing Date: 08 September 2026