Team Leader: Client Service at Nedbank

Job Purpose

• To minimise financial and reputational risk exposure relating to administration functions for internal and external stakeholders within Nedbank through enabling others.

Job Responsibilities

• Build strong relationships with external stakeholders by identifying needs; paying on time; resolving queries timeously; networking and regular communication.
• Build and maintain working relationships by fostering collaboration; ongoing communication; assigning responsibility and accountability and sharing relevant information.
• Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• 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.
• Improve turn-around times by mentoring staff and measuring performance according to SLAs.
• Contribute to Business unit profitability by preventing and minimizing financial losses and monitoring expenses.
• Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.
• 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 through engaging with staff (sharing information) and encouraging participation in decision making processes.
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Contribute to team effectiveness byfollowing the recruitment process when recruiting talent.
• Maintain a capable high performing team andensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes (e.g rotation).
• Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
• Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
• Meet team objectives by scheduling and coordinating staff and resources according to daily SLAs.
• Improve team performance by identifying staff performance gaps from assessment evaluations; analysing performance data from the Management Information System (MIS); mentor and coach.
• Drive workflow efficiency by reviewing work for quality; constantly checking and monitoring systems; allocating resources; organising staff and coordinate activities according to work volumes.
• Resolve work obstacles by investigating; identifying root cause; selecting best alternatives and provide feedback to relevant stakeholders.

Minimum Experience Level

• 2-3 years people management experience in financial risk and process management

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• National Diploma: Financial Management , Matric / Grade 12 / National Senior Certificate

Type of Exposure

• Communicating job requirements and performance standards to others
• Checking performance data to measure employee performance
• Working with clients to solve client problems
• Enforcing disciplinary actions against employees
• Investigating and reviewing processes to improve client satisfaction
• Assuming a key leadership role
• Coaching and mentoring of others
• Recruiting and staffing
• Providing constructive feedback to employees
• Managing business risks

Technical / Professional Knowledge

• Business administration and management
• Client service management
• Communication Strategies
• Consumer behaviour
• Financial Accounting Principles
• Governance, Risk and Controls
• Principles of project management
• Relevant Nedbank product knowledge
• Staff resource planning
• Management information and reporting principles, tools and mechanisms

Behavioural Competencies

• Aligning Performance for Success
• Coaching
• Customer Focus
• Facilitating Change
• Guiding Team Success
• Delegation and Empowerment