Market Manager at Nedbank

Job Purpose

To profitably manage the business portfolio; Network and build individual and business relationships in the micro market and community; and manage staff to deliver outstanding client service. 

Job Responsibilities

Nedbank Goals:

• Achieve sales growth targets.
• Identify and communicate sale opportunities and collaborate with sales and service teams across Small and Digi store types to inspire team to define and implement action plans to grow profit and market share.
• Drive client acquisition and increase digital market activity across the community.
• Monitor community growth and business profitability reports, address gaps and ensure momentum to meet objectives.
• Achieve market profitability targets by applying profitability levers and driving increased digital sales and activity.
• Manage controllable expenses (i.e. overtime, stationery, telephone, traveling) within the agreed financial parameters.

Client Engagement:

• Analyse client profiles to understand their needs and to identify leads for cross-selling or client retention/growth.
• Ensure client teams are prepared for client engagements to improve client experience and acquire/retain clients.
• Analyse client feedback reports from Service teams and address/ action plan and root causes with teams to achieve service excellence goals.
• Enhance client experience aligned to the Nedbank brand pillars by ensuring that all stores meet the defined service standards and corporate image requirements.
• Educate clients to shift towards transacting and servicing through digital channels and focus on increasing digital activity.
• Ensure compliment and complaint management.

Risk and Ops:

• Ensure Key Individual (KI) FAIS responsibilities are executed as per compliance guidelines.
• Manage operational activities as per the Branch Risk Observation Training Analysis (BROTA), Control Check list, branch cash holdings, Document Management Portal and compliance training.
• Monitor Risk and Compliance reports and act on key risk and non-compliance matters.
• Embrace workforce and queue management to ensure optimal store efficiency.
• Manage the security aspects of day to day risks.
• Ensure adherence to process mandates limits.
• Ensure all equipment is maintained.

Lead:

• Participate in the preparation of business performance reports to engage management on a regular basis.
• Translate business goals into team and personal goals based on team roles and responsibilities.
• Work with the support and management teams to remove identified hurdles preventing team and community to achieve predefined goals and develop a client-first mindset.
• Ensure team is trained and compliant and have the necessary tools to deliver on their goals.
• Inspire the use of learning tools and identify development and growth opportunities for individuals and teams.
• Engage team on performance through regular performance discussions on personal and business goals and use creative means, brainstorm opportunities for continuous improvement to be more efficient in delivery and be more effective in meeting client needs.
• Be an example to team and others by bringing the Nedbank values and behaviours to life through own behaviour, practice and self-growth.
• Lead through coaching, mentoring, facilitating and inspiring teams and stakeholders.Ensure and lead consequence management, discipline and effective employee relations.

Essential Qualifications - NQF Level

• Diploma

Preferred Qualification

• National Diploma in Finance or Business Management

Preferred Certifications

• Regulatory KI Exam (RE1)

Minimum Experience Level

• Relevant 3 - 6 years' experience working as a Market Manager
• Must have 2 years' experience in a client facing retail sales environment and 2 years' experience in people management

Technical / Professional Knowledge

• Customer service principles
• Consumer behaviour
• Sales Strategies
• Competitor analysis
• Coaching principles
• Nedbank policies and procedures
• operational procedures
• Change management
• Workforce planning

Behavioural Competencies

• Creating a Service Reputation
• Business Acumen
• Building Customer Relationships
• Creating Demand Through Insight
• Delegation and Empowerment
• Motivating the Sales Team
• Guiding Sales Opportunities