Fresh Openings at Nedbank

Job Purpose

• To deliver outstanding client services; manage service capacity; deploy and move staff to meet servicing demand and to manage the Branch's administrative and services portfolio.

Job Responsibilities
Nedbank Goals:

• Our goal is to be the best in client experience for our clients and make a real lasting difference for our clients.
• Identify and support service opportunities and collaborate with service teams across Branch types to inspire team to define and implement action plans to grow profit and market share through service interventions.
• Manage controllable expenses (i.e. overtime, stationery, telephone, traveling) within the agreed financial parameters.

Client Engagement:

• Identify client's service needs and opportunities. 
• Ensure service teams are prepared for client engagements and to improve client experience.
• Study client feedback reports from service teams and address/ action plan root causes with teams to achieve service excellence goals.
• Drive client experience aligned to the Nedbank brand pillars and Service excellence promise to Caringly connect and deliver value for our clients.
• Ensuring that the Branch meet the defined service standards and corporate image requirements. 
• Educate clients to shift towards servicing through digital channels to provide them with convenient alternatives.
• Ensure compliment and complaint management.
• Explore client acquisition opportunities and drive quality leads or assist clients to open accounts via the Nedbank Money App where no advice is required.
• Walk the floor regularly during the day, greet clients and ensure that they are being serviced in line with Nedbank service principles and are visible and available to clients at all times.
• Manage capacity of service staff against client demand, real time.
• Monitor staff client ratings and implement corrective coaching where needed or celebrate great service behaviour.

 Risk and Ops:

• Manage operational activities as per the Branch Risk Observation Training Analysis (BROTA), Control Check list, branch cash holdings, Document Management Portal and compliance training. 
• Manage cash related activities to reduce the operational and reputational risk.
• 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 and conduct checks to ensure all self service devices are operational.

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.
• 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.
• Manage staff onboarding process for staff to become proficient, confident and knowledgeable.
• Ensure and lead consequence management, discipline and effective employee relations.

People Specification
Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Minimum Experience Level

• 3 - 6 years
• Banking, Risk & Regulatory exposure

Technical / Professional Knowledge

• Coaching principles
• Nedbank policies and procedures
• operational procedures
• Change management
• Governance, risk and controls
• Problem solving skills

Behavioural Competencies

• Building Customer Relationships
• Decision Making
• Planning and Organizing
• Execution
• Customer Focus
• Coaching
• Delegation and Empowerment

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Job Purpose

• To manage and lead a team of claims handlers/administrators in order to facilitate the processing of both internal and external client instructions on behalf of the relevant department.

Job Responsibilities

• Minimise expenses by using cost effective processes and staying within the operational budget
• Ensure turnaround times are met through processing financial transactions within the Service Level Agreement (SLA) requirements
• Ensure effective management of work by adhering to stipulated timeframes and quality delivery of work
• Develop and maintain collaborative relationships with external clients through offering quality service and meeting turnaround times.
• Manage trusting working relationships with internal stakeholders through engagement sessions, appropriate reporting and regular communication.
• Ensure client satisfaction by understanding and meeting their required needs
• Manage the performance of staff by putting in place resource plans that include work allocation and clear accountability
• Manage quality of work by performing quality checks and taking corrective action where necessary
• Improve the performance of the team through multiskilling, job enhancement, process improvement etc.
• Manage quality of work by ensuring process standards are implemented and continuously met and corrective action where necessary
• Drive operational improvement by identifying and implementing appropriate solutions
• 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 by  following the recruitment process when recruiting talent.
• Maintain a capable high performing team and  ensure 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.
• Ensure transformational targets 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.).
• 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.
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.

People Specification

• Essential Qualifications - NQF Level
• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• NQF 5 - Higher Certificate in Short -term Insurance

Minimum Experience Level

• 3 -5 years Motor and Non-Motor Claims handling experience.
• Deep understanding of claims processes and policy terms is essential.
• Supervisory or leadership experience including managing workflows, handling escalations, and guiding claims handlers

Technical / Professional Knowledge

• Business administration and management
• Client service management
• Communication Strategies
• Diversity management
• Financial Accounting Principles
• Governance, Risk and Controls
• Operations planning
• Principles of project management
• Relevant regulatory knowledge
• Service level agreements

Behavioural Competencies

• Coaching
• Customer Focus
• Decision Making
• Building talent
• Influencing
• Planning and Organizing