Manager: Services and Integration at Nedbank Private Wealth South Africa

Job Purpose

• To inculcate a service and change governance culture by defining and executing a Service Model and Framework. Manage and measure continuous improvements and enhancements of service delivery by building Service Management competency within department and managing relationships with all stakeholders to support the achievement of the business strategy, objectives and values through the relevant processes and governance frameworks. Propose improvements to the current business process and operations environment

Job Responsibilities
Implement Service Management Strategies.

• Execute service objectives aligned to Cluster and business needs in accordance with cost, time and resources.
• Develop and manage stakeholder relationships to support business strategies that promote service offering / delivery across multiple channels and functions.
• Facilitate regular stakeholder engagements that enhance and expand Services Delivery Measurement and  NPS adoption through reporting, analytics and benchmarking.
• Build Strategic Service Management BI analytics capability that enables business insights and decision making.
• Share knowledge and industry trends.
• Obtain buy-in for developing new and / or enhanced processes that will improve the functioning of stakeholder businesses.
• Enable client and stakeholder value through effective service delivery facilitated by Service Managers and technology enablers.
• Achieve meaningful cross cluster / departmental synergies and unlock efficiencies and opportunities.
• Manage business changes effectively enabled through an Integrated Change Governance framework.
• Manage effective and efficient system, process and people related improvements.
• Manage associated risks.
• Deliver client value through alignment with strategic intent.

Job Responsibilities

• Ensure the customer services portfolio reflects the emerging needs of the customer and is transparently presented.
• Optimise customer information technology spend across the service portfolio's.
• Facilitate optimal functional service delivery.
• Ensure customer information technology spend is optimised across the service portfolio's and managed for added value.
• Manage communication strategies that enhance internal and external communications channels with specific relevance to assigned portfolio.
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
• Motivate staff to perform and contribute to the success of the business by creating environment of teamwork.
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
• Create a client service culture through various required interventions.
• Support and encourage staff to participate and support corporate responsibility initiative.
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.
• Stay up-to-date with banking regulations and ensure  that all onboarding and servicing activities comply with this
• Continuously evaluate and propose enhancements to onboarding processes to streamline operations
• Deliver client value through alignment with strategic intent.
• Achieve operational excellence by supporting the implementation of business optimisation Improvement.
• Undertake root cause analysis of errors or client complaints
• Propose initiatives to achieve first time right

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Degree

Minimum Experience Level

• 5-8 years Financial or service industry experience with an least 5 years in a senior management role
• Working Knowledge of current compliance regulations. E.g FICA, FATCA, AML etc

Technical / Professional Knowledge

• Change management
• Communication Strategies
• Research methodology
• Data Analysis and Interpretation
• Business Acumen
• Principles of financial management
• Principles of project management

Behavioural Competencies

• Communication
• Customer Focus
• Driving for Results
• Facilitating Change
• Guiding Team Success
• Planning and Organizing

Closing date: 24 June 2024