Nedbank Group Limited is a bank holding company that operates as one of the four largest banking groups in South Africa. The company's shares have been listed on the JSE Limited since 1969. The group offers a wide range of wholesale and retail banking services through four main business clusters, namely Nedbank Corporate and Investment Banking, Nedbank Retai...
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Job Purpose
- To support and maintain the data warehouse in line with the data model; metadata repository and to provide business intelligence analysis through performing strategic and operational support.
Job Responsibilities
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
- Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
- Deliver work according to customer expectations by prioritizing; planning and implementing requirements.
- Utilize resources by adhering to standards; policies and procedures.
- Align and continuously improve set processes by identifying innovation opportunities.
- Identify and mitigate risk by executing within governance.
- Resolve incidents by logging and tracking through correct channels Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
- Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
- Structure data into compliance standards by adhering to metadata governance procedures according to Nedbank documented standards and formats.
- Manage final transformed data content by complying to prescribed standards for reviewing and publishing.
- Assist/govern population of datamart and metadata repository by complying to standards; systems; processes and procedures.
- Support business units by providing consulting services that delivers data and information relevant to their business
- Contribute to internal/external information sharing sessions by attending formal and informal meetings.
- Manage vendor relationship interactions by conforming to vendor management office guidelines and principles.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Degree in Information Technology or Business Management, Mathematical/Statistics
Essential Certifications
- Data Management (DAMA) Certification, Certification/formal training in relevant technology
Minimum Experience Level
- 8 years relevant experience of which 3-5 years experience is in a data management /business role
Type of Exposure
- Built and maintained stakeholder relationships
- Client and Relationship Results
- Developed and Implemented Communications Strategy
- Improved Processes and Culture
- Manage internal process
- Managed Relationships
- Managed Self
- Supported Transformation, Change and continued Improvemen
Technical / Professional Knowledge
- Cloud Data Engineering (Azure , AWS, Google)
- Data Warehousing
- Databases (PostgreSQL, MS SQL, IBM DB2, HBase, MongoDB)
- Programming (Python, Java, SQL)
- Data Analysis and Data Modelling
- Data Pipelines and ETL tools (Ab Initio, ADB, ADF, SAS ETL)
- Agile Delivery
- Problem solving skills
Behavioural Competencies
- Coaching
- Communication
- Initiating Action
- Managing Work
- Quality Orientation
- Technical/Professional Knowledge and Skills
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Job Purpose
- To source and optimise Nedbank points of presence; ensuring financial efficiencies and profitability.
Job Responsibilities
- Select profitable points of presence for Nedbank in line with Business strategy by applying the site analysis methodology.
- Negotiate floor space required and match the Nedbank Blue-print by engaging with Landlords; Property Brokers and Property Developers.
- Improve branch profitability and / or sales opportunities and create financial efficiencies by reviewing the existing footprint and submitting recommendations.
- Negotiate tenant installation allowance and reduce capital expenditure by engaging the Landlord / Developer.
- Manage the rental budget and adhere to the approved budget by aligning the rental expectation from Landlord to financials.
- Foster and build sound professional relationships / networks with external stakeholders by attending events; conferences; workshops; networking sessions.
- Develop trusting and professional relationships through maximising business opportunities and by attending and contributing to monthly area collaboration forums, leveraging off joint synergies and relationships.
- Ensure a Nedbank first mind-set with the external stakeholders by engaging a portfolio of external stakeholders on a regular basis through formal / informal communications.
- Conduct site analysis and ensure the selection of optimal sites by using geo mapping and by performing area inspections.
- Ensure proposed site meets agreed requirements and standards by comparing the layout of the proposed site to the Nedbank Blue-print.
- Validate business decision around proposed site formats or propose alternative formats from Strategy plan by conducting interviews and investigating the identified areas.
- Ensure strategy alignment and escalate micro-market deviations by sharing new information within business forums.
- Ensure compliance, audit and risk standards are adhered to by completing site inspection documentation.
- Optimising lease effectiveness, vet, compare rental rates and escalations by consulting with Group Properties.
- Monitor, track and follow-up on lease progress by capturing data on a central database.
- Reduce risks in delaying the site establishment and Blue-print misalignment by assisting design team in obtaining autocad drawings, engaging the landlord and leasing department and by supplying electronic copies where needed.
- Obtain buy-in for developing new and/or enhanced processes that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
- Engage internal and external stakeholders and maintain understanding of expertise relating to the Channel Distribution developments / trends by consulting on pockets of excellence.
- Ensure cross-skilling and succession by transferring Channel Distribution knowledge through coaching, mentoring, teaching stakeholders and colleagues.
- Share site selection expertise by providing insights, cross-skilling and Channel Distribution knowledge and disciplines and standards to key internal stakeholders.
- Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools, policies and procedures to add value to Nedbank.
- Support the Nedbank Group Property's Transformation policy and ensure that Nedbank Lease benchmarks are achieved by agreed target measures.
- Support the Nedbank sustainability programme by being aware of and sharing sustainability issues with regards to new developments.
- Share the Blue-print site options with external stakeholders and ensure future successes in terms of site proposals by hosting information sessions.
- Research and source information on future Retail trends, share insights with the analytics team by attending Retail shopping centre events.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Relevant post graduate qualification in Property Management.
Essential Certifications
Minimum Experience Level
- 3 to 5 years (5 to 10 years in property related field or Self Service Banking Industry)
Technical / Professional Knowledge
- Banking knowledge
- Banking procedures
- Business Acumen
- Industry trends
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Risk management process and frameworks
- Business writing skills
- Cluster Specific Operational Knowledge
Behavioural Competencies
- Applied Learning
- Building Customer Loyalty
- Communication
- Initiating Action
- Work Standards
- Managing Work
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Job Purpose
- To research, analyse and interpret trends, best practice and regulatory risk requirements and develop and disseminate information, guidelines, processes and research papers associated with money laundering (ML); terrorist financing (TF), proliferation financing (PF) and sanctions risk management; to ensure local and international regulatory standards across Nedbank Group are met.
Job Responsibilities
- Conduct research to provide input and assist in updates to policies, principles, methodologies, procedures, processes and training and issue guidance to ensure the mitigation of risks associated with ML, TF, PF and sanctions.
- Conduct research on trends, best practice and regulatory risk requirements associated with ML, TF, PF and sanctions.
- Identify ML, TF, PF and sanctions risk related issues, through research, and make recommendations to mitigate the risk, improve processes and ensure regulatory compliance.
- Identify amended and/or new legislation, guidance and best practice through subscriptions, research and stakeholder engagements, to analyse and determine impact on Nedbank and advise relevant stakeholders, including subsidiaries, for updates to policies, principles, methodologies, procedures, processes and training to be affected.
- Research competitor policies and procedures to position Nedbank competitively and benchmark against the industry.
- Identify sanctions related information to ensure awareness is created with stakeholders and updates are affected to the applicable policies, principles, methodologies, processes, procedures and training.
- Identify opportunities to improve business understanding, enhance knowledge and mitigate risks.
- Determine scope of research requested by stakeholders.
- Develop research papers and/or guidelines and processes.
- Prepare and share information, research papers and/or guidelines.
- Ensure necessary awareness, communication, and dissemination of information and/or guidelines take place.
- Liaise with stakeholders to fully understand expectations and/or requirements and deliver feedback to management and stakeholders on progress.
- Identify relevant stakeholders for the dissemination of research findings, information, and guidelines to achieve required impact.
- Maintain relationships with relevant stakeholders to obtain applicable content and/or trends to be included in policies, principles, methodologies, procedures, and training.
- Liaise with stakeholders to clarify discrepancies and provide input and feedback based on research findings to ensure risks are mitigated.
- Interact with stakeholders to build and maintain mutually beneficial relationships, aligning regulatory requirements and considering international standards.
- Maintain relationships with relevant stakeholders to obtain the applicable advice to inform the research scope and guidance provided prior to distribution.
- Improve personal and professional capability and stay abreast of development in field of expertise by identifying training opportunities.
Essential Qualifications - NQF Level
Preferred Certifications
- ACAMS; Money Laundering certificate (UJ) - preferred
Minimum Experience Level
- 3 - 6 years Anti-Money Laundering Experience
- 2- 4 years’ experience in Risk Management research methodology
Technical / Professional Knowledge
- Industry Trends
- Business Acumen
- Research Methodology
- Stakeholder Management
- Governance, Risk and Controls
- Relevant regulatory knowledge
- Compliance Reporting
- Reputational Risk Management
- Risk management process and frameworks
Behavioural Competencies
- Decision Making
- Influencing
- Earning Trust
- Managing Work
- Continuous Learning
- Communication
- Technical/Professional Knowledge and Skills
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Job Purpose
- To manage and oversee multiple complex projects as a Data Analysis Manager, to ensure that relevant and high-quality data is available in a timely manner from the Golden Sources into the Enterprise Data Warehouse and Lines of Business. The Data Analysis Manager is responsible for optimizing the end-to-end data analysis process and managing the team to align with organizational goals. Leverage leadership skills to foster a collaborative environment, mentor junior and intermediate data analysts, conduct performance reviews, and support career growth. Additionally, the Data Analysis Manager will contribute to best practices in data analysis, lead a cohesive team, and align with organizational strategies and goals.
Job Responsibilities
- Responsible for overseeing the Data Analyst teams and their initiatives across squads
- Responsible for Data Analysts resource planning and allocation
- Participate and take the lead in planning processes to define data requirements and priorities and ensure that data analysis deliverables are completed according to the project plan and budget to meet stakeholder commitments.
- Ensure Data Analyst initiatives across squads and teams are aligned with the business objectives and the data strategy is achieved.
- Drive the Nedbank Data Strategy, Data Architecture Road-map and Implement Data Analysis Best Practices for Nedbank.
- Develop and implement strategies for data discovery and profiling to optimize understanding of the data to better enable ingestion, provisioning or further analytical processing
- Ensure that data profiling activities contribute to the definition of data standards and identify potential data quality issues, report on and propose possible solutions.
- Contribute to the definition of a governance framework, data analysis standards and principles, guidelines, training content, and delivery of training.
- Drive understanding of the purpose, behavior, and user interactions with the data to optimize self-service offerings and improve Nedbank users' experience in accessing data, provde support to users in understanding and accessing data Report on data analysis activities to provide visibility and deliver insights in improving efficiency and effectiveness of data analysis delivery
- Oversee the Data Analysis Life-cycle and ensure continuous improvement.
- Collaborate with Business teams, Data Scientists, Engineers, Modelers, Architects, Governance, and Centers of Excellence (COEs); Act as a key liaison between between teams to ensure data discovery supports business insights.
- Ensure compliance with all data policies, privacy standards, and ownership guidelines.
- Ensures the appropriate tools, access, and systems are in place to support various data analysis activities and ensure technical issues are addressed promptly; Guide the use of data discovery tools and techniques to improve analysis outcomes.
- Implement opportunities to improve business processes, models and systems through agile thinking.
- Collaborate with stakeholders across Nedbank to understand the specific business objectives for the warehouse data, including the questions and needs it addresses.
- Ensure that the Data Discovery process is iterative and that Data Analysts continuously refine their analysis to explore new data profiling techniques, be familiar with all the tools and systems within the Nedbank Data Ecosystem, and enhance the quality of their work and its impact on Data Engineers and Squads.
- Advise stakeholders and other staff on application of data analysis practices through consultation.
- Contribute to the Nedbank Culture building initiatives (e.g. staff surveys etc.).
- Participate and support corporate responsibility initiatives for the achievement of business strategy
- Provide Overall Data Management Guidance and alignment to Nedbank's Data Management framework and standards
- Mentor, guide, and provide training to junior and entry-level Data Analysts to enhance their analytical and technical skills and manage their performance, growth and development.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
Essential Certifications
- DAMA certified data management professional (CDMP) or similar data management certification
Preferred Certifications
- Cloud (Azure, AWS), DEVOPS or Data engineering certification, DAMA, Any Data Science certification, SAS certification, SQL, any Microsoft Power Tools will be an added advantage
Minimum Experience Level
- Total number of years of experience: 7-10 Years
- Management experience as part of the above years: 3-5 Years
Type of experience:
- Proficiency in SQL and experience with database management and data profiling tools.
- Experience with data warehousing solutions to store and manage large volumes of data
- Firm understanding of ETL processes and data integration concepts.
- Firm understanding of data management and governance practices.
- Experience with data visualization and reporting tools (e.g., Tableau, Power BI) is a plus.
- Basic knowledge of data modeling and data warehouse architectures (e.g., star schema, snowflake schema).
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication skills and ability to work collaboratively in a team environment.
- Experience with leading teams of Data Analysts and perfomance management
- Experience with data warehousing solutions to store and manage large volumes of data
Technical / Professional Knowledge
- Cloud Data Engineering (Azure , AWS, Google)
- Data Warehousing
- Databases (PostgreSQL, MS SQL, IBM DB2)
- Data Pipelines and ETL tools (Ab Initio, ADB, ADF, SAS ETL)
- Programming (e.g., Python, R)
- Data Analysis and Data Modelling
- Data profiling - intermediate
- Data Visualisation
- Data Governance and Compliance
Behavioural Competencies
- Influencing
- Coaching
- Technical/Professional Knowledge and Skills
- Innovation
- Decision Making
- Managing Work
- Collaborating
- Planning and Organizing
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Job Purpose
- The Credit Manager’s objective is to assess and evaluate the lending application for Business Commercial Banking clients, to minimise impairments and maximise profit.
- This role includes consistent application of the Nedbank’s credit policy, through a risk-based affordability assessment, periodic credit reviews of existing customers, and assessing the creditworthiness of potential customers within the agreed risk parameters as set out in the Nedbank Credit Strategy.
Job Responsibilities
- Perform monitoring exercise to ensure business alignment to agreed risk appetite measures.
- Gain consensus and highlight pertinent credit risk issues by preparing and presenting reports to various forums.
- Align credit policy to changes in the regulatory environment and in line with best practice by scanning changes and making recommendations.
- Facilitate and guide monitoring activities by obtaining legal opinion and directives.
- Establish emerging risks by studying the external environment including competitors and the macro economy.
- Manage budget by controlling expenditure.
- Contribute towards financial targets by monitoring and improving credit risk.
- Identify, establish and maintain relationships with stakeholders to ensure buy-in of monitoring activities and recommendations.
- Provide independent opinion to stakeholders to inform prudent risk management.
- Challenge recommendations and policy changes made by the business to ensure thorough understanding of the risk involved.
- Represent Credit Risk by participating in Risk Committees and Forums.
- Ensure that the bank, in its lending practices, treats the customer ethically and fairly by being the customer's voice in Risk Committees and Forums.
- Ensure alignment to changes in regulations and Group Policy by contributing to the maintenance of an up to date credit policy.
- Deliver on the credit risk monitoring plan by managing resources and activities.
- Address immediate and emerging risks by performing ad hoc monitoring exercises.
- Ensure compliance of agreed corrective actions by continuous monitoring.
- Ensure alignment of business to policy and regulations by monitoring and making recommendations.
- Ensure clear direction of activities by establishing and following an annual visitation programme for all regions.
- Ensure accuracy and quality by monitoring work done by team.
- 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.).
- 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.
Requirements
- NQF Level 7 or Higher in a Financial or Banking related field essential
- CIMA, Credit management degree or equivalent will be advantageous.
- Valid driver's license and own reliable vehicle
- Min 5 Years’ Credit Assessment / Credit Evaluation and decisioning experience within Banking environment
- Min 3 Years' Business Banking experience in evaluating current and prospective clients financial Statements and credit reports to determine their ability to honour debt obligations.
- Firm understanding of legalities associated with lending and collateral
- 1 – 2 Years’ experience in a Team Management / Supervisory would-be advantage
- Proven track-record on managing a large book.
- Must be prepared to travel
Technical / Professional Knowledge
- Business administration and management
- Change management
- Client service management
- Financial Accounting Principles
- Governance, Risk and Controls
- Principles of project management
- Relevant regulatory knowledge
- Service level agreements
- Strategic planning
- Management information and reporting principles, tools and mechanisms
Behavioural Competencies
- Building Partnerships
- Earning Trust
- Coaching
- Communication
- Decision Making
- Inspiring others
- Guiding Team Success
- Planning and Organizing
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Job Purpose
- Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.
Job Responsibilities
Client Engagement:
- Respond to client needs by offering the right service and solution.
- Build client trust by applying your expertise and experience to do good for your client.
- Educate clients and potential clients on how to subscribe and service their account.
- Treat clients with respect, build trust, show care and humility in all client interactions.
- Help clients achieve their goals and grow financially.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Entrench clients and deliver value through cross selling.
- Facilitate the sales process by informing clients of the product features and benefits.
- Document client needs analysis and provide corresponding product solutions.
- Obtain referrals from existing clients as well as leads from other business units.
- Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
- Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
- Collaborate with internal stakeholders to provide complete financial solutions for clients.
- Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
- Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
- Act with a client first mindset in all client engagements.
Nedbank Goals:
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures, and policies.
- Develop, retain, and grow the business by delivering against individual and team goals that support a positive client experience.
- Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
- Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
- Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
- Support the achievement of the sales and service strategy objectives and values.
- Enable Nedbank's strategy of being financial experts who do good.
- Covert leads into sustainable business for Nedbank in a responsible manner.
Risk and Compliance:
- Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
- Report suspicious transactions to the relevant department.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
- Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
- Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.
Minimum Experience Level
- 2 - 3 years Retail/Banking Client Service, Sales, Relationship experience
- 2 - 3 years in a Customer Service / Client facing role
Requirements
- Matric / Grade 12 / National Senior Certificate
- Business Relevant Certificate or Diploma or Institute of Banking would be an advantage
- 120 FAIS Credits
Technical / Professional Knowledge
- Product sales skills
- Sales Strategies
- Product Knowledge
- Customer service principles
- Nedbank policies and procedures
- Customer relationship management
Behavioural Competencies
- Building Customer Loyalty
- Building Trusting Relationships
- Sales Persuasion
- Technology Savvy
- Planning and Organizing
- Adaptability
- Applied Learning
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Job Purpose
- To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations.
Job Responsibilities
Client Engagement:
- Address any concerns relating to the queue flow or digital devices.
- Assist client to download online applications and resolve any log in issues.
- Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
- Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
- Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
- Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
- Educate clients and potential clients on how to subscribe and service their account.
- Educate clients on self-service, digital functionality and features.
- Facilitate a conversation with the client to assist them to complete their service needs online.
- Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
- Meet, greet, establish and clarify client needs and verify documentation and direct clients.
- Nurture strong, long-standing client relationships.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Provide knowledgeable client service that fosters mutual trust and confidence.
Business Operations:
- Accept and service cash transactions over the counter.
- Action control check list applicable to teller, enquiries and foreign functions daily.
- Balance and secure branch stock holding (e.g. cards).
- Control the queuing process and prioritise clients with special needs.
- Destroy old stock (e.g. cards) identified by reports.
- Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over to couriers.
- Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
- Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies within the store.
- Load cash, balance and provide first line device maintenance and replenishment of consumables of all store devices.
- Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
- Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
- Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).
Risk and Compliance:
- Mitigate risk by controlling counter and drop safe limits according to policy.
- Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.
Nedbank Goals:
- Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures and policies.
- Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
- Improve digital enticement and migration volumes to self-service devices and online channels.
Minimum Experience Level
- 1 - 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.
Requirements
- Banking Services (example, Higher Certificate in Banking Services - NQF5)
- Matric / Grade 12 / National Senior Certificate
Technical / Professional Knowledge
- Customer service principles
- Product Knowledge
- Problem solving skills
- Relationship management
- Nedbank security policies and procedures
- Governance, Risk and Controls
- Forex product
Behavioural Competencies
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
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Job Purpose
- The Credit Manager’s Large objective is to assess and evaluate Complex lending application for Business and Commercial Banking clients, to minimise impairments and maximise profit.
- This role includes consistent application of the Nedbank’s credit policy, through a risk-based affordability assessment, periodic credit reviews of existing customers, and assessing the creditworthiness of potential customers within the agreed risk parameters as set out in the Nedbank Credit Strategy.
Job Responsibilities
- Conduct in-depth credit reviews and portfolio monitoring of large corporate exposures to ensure alignment with risk appetite and early identification of emerging risks.
- Gain consensus and highlight pertinent credit risk issues by preparing and presenting reports to various forums.
- Contribute to the development and refinement of credit policy frameworks for complex corporate lending, ensuring compliance with regulatory and internal governance standards.
- Facilitate and guide monitoring activities by obtaining legal opinion and directives.
- Establish emerging risks by studying the external environment including competitors and the macro economy.
- Contribute towards financial targets by monitoring and improving credit risk.
- Identify, establish and maintain relationships with stakeholders to ensure buy-in of monitoring activities and recommendations.
- Deliver expert credit opinions on high-value transactions, including syndicated loans, structured finance, and cross-border exposures.
- Challenge recommendations and policy changes made by the business to ensure thorough understanding of the risk involved.
- Represent Credit Risk by participating in Risk Committees and Forums.
- Ensure that the bank, in its lending practices, treats the customer ethically and fairly by being the customer's voice in Risk Committees and Forums.
- Ensure alignment to changes in regulations and Group Policy by contributing to the maintenance of an up to date credit policy.
- Deliver on the credit risk monitoring plan by managing resources and activities.
- Address immediate and emerging risks by performing ad hoc monitoring exercises.
- Ensure compliance of agreed corrective actions by continuous monitoring.
- Ensure alignment of business to policy and regulations by monitoring and making recommendations.
- Ensure clear direction of activities by establishing and following an annual visitation programme for all regions.
- Ensure accuracy and quality by monitoring work done by team.
- Mentor credit analysts and contribute to building internal expertise in complex credit structuring.
- 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.
- 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.
- Requirements
- NQF Level 7 or higher qualification in a Financial or Banking-related field is essential.
- A CIMA, Credit Management degree, or equivalent qualification will be advantageous.
- Minimum 5 years’ experience in Credit Assessment, Evaluation, and Decisioning within a banking environment, specifically involving large commercial or corporate clients with complex financial structures.
- Minimum 3 years’ Business Banking experience evaluating financial statements and credit reports of current and prospective large business clients to determine their creditworthiness.
- Proven track record in managing a large credit portfolio, including high-value and structured lending transactions.
- 1–2 years’ experience in a team leadership or supervisory role will be advantageous.
- Strong understanding of the legal frameworks and regulatory requirements associated with lending and collateral, particularly in the context of large commercial clients.
- Familiarity with credit policy, risk appetite frameworks, and regulatory compliance in a corporate banking environment.
- Valid driver’s license and own reliable vehicle.
- Willingness and ability to travel as required.
Requirements
- NQF Level 7 or higher qualification in a Financial or Banking-related field is essential.
- A CIMA, Credit Management degree, or equivalent qualification will be advantageous.
- Minimum 5 years’ experience in Credit Assessment, Evaluation, and Decisioning within a banking environment, specifically involving large commercial or corporate clients with complex financial structures.
- Minimum 3 years’ Business Banking experience evaluating financial statements and credit reports of current and prospective large business clients to determine their creditworthiness.
- Proven track record in managing a large credit portfolio, including high-value and structured lending transactions.
- 1–2 years’ experience in a team leadership or supervisory role will be advantageous.
- Strong understanding of the legal frameworks and regulatory requirements associated with lending and collateral, particularly in the context of large commercial clients.
- Familiarity with credit policy, risk appetite frameworks, and regulatory compliance in a corporate banking environment.
- Valid driver’s license and own reliable vehicle.
- Willingness and ability to travel as required.
Technical / Professional Knowledge
- Business administration and management
- Change management
- Client service management
- Financial Accounting Principles
- Governance, Risk and Controls
- Principles of project management
- Relevant regulatory knowledge
- Service level agreements
- Strategic planning
- Management information and reporting principles, tools and mechanisms
- Behavioural Competencies
- Building Partnerships
- Earning Trust
- Coaching
- Communication
- Decision Making
- Inspiring others
- Guiding Team Success
- Planning and Organizing
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Job Purpose
- To create and increase revenue and economic profit from selected existing and new clients, effectively managing internal stakeholders and facilitating collaboration across the relevant product areas of Nedbank's wholesale clusters, as per the business strategy.
Job Responsibilities
- Build long-term professional and collaborative relationships externally and internally.
- Elevate the client coverage brand with external clients.
- Manage internal and external stakeholder relationships.
- Provide a single interface for the client with the bank.
- Proactively recommend tailor-made solutions to meet the client's needs by gaining an understanding of the client's business and business environment, and by consulting with relevant stakeholders.
- Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
- Seek opportunities to improve business processes, models and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Deliver three-year plan for the portfolio by continuously engaging clients' executives to understand short-to-medium-term strategies.
- Manage the client coverage brand with internal stakeholders by understanding the drivers for the client and the sectors and economies that they operate in.
- Manage the Nedbank brand with external stakeholders by engaging internal stakeholders on their plans and expectations to ensure that both plans are congruent.
- Understand the banks risk policy, internal procedures, product and information requirements to vet transactions and to enhance the quality of transactions referred to the product areas. Share knowledge, networks and analysis across Nedbank Business Units.
- Recommend improvements for efficiency and competitive advantage
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Professional Qualifications/Honour’s Degree
Preferred Qualification
- CA (Chartered Accountant)
- MBA (Master of Business Administration)
- CFA (Chartered Financial Analyst)
Minimum Experience Level
5+ years of experience in:
- Sales and deal origination within a corporate client portfolio
- Banking or financial services environment
Ideal Experience Includes:
- Managing relationships with C-suite executives
- Structuring and vetting financial transactions
- Collaborating across product areas (e.g., lending, investment banking, treasury)
- Understanding sector-specific dynamics and tailoring solutions accordingly
- Navigating risk management frameworks and regulatory environments
Technical / Professional Knowledge
- Cluster Specific Operational Knowledge
- Communication & Presentation skills
- Risk management process and frameworks
- Principles of project management
- Relevant regulatory knowledge
- Sector knowledge and specialisation
Behavioural Competencies
- Customer Focus
- Becoming a Business Advisor
- Building Trusting Relationships
- Leveraging a Winning Sales Strategy
- Sales Disposition
- Qualifying Sales
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Job Purpose
- To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations.
Job Responsibilities
Client Engagement:
- Address any concerns relating to the queue flow or digital devices.
- Assist client to download online applications and resolve any log in issues.
- Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
- Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
- Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
- Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
- Educate clients and potential clients on how to subscribe and service their account.
- Educate clients on self-service, digital functionality and features.
- Facilitate a conversation with the client to assist them to complete their service needs online.
- Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
- Meet, greet, establish and clarify client needs and verify documentation and direct clients.
- Nurture strong, long-standing client relationships.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Provide knowledgeable client service that fosters mutual trust and confidence.
Business Operations:
- Accept and service cash transactions over the counter.
- Action control check list applicable to teller, enquiries and foreign functions daily.
- Balance and secure branch stock holding (e.g. cards).
- Control the queuing process and prioritise clients with special needs.
- Destroy old stock (e.g. cards) identified by reports.
- Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over to couriers.
- Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
- Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies within the store.
- Load cash, balance and provide first line device maintenance and replenishment of consumables of all store devices.
- Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
- Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
- Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).
Risk and Compliance:
- Mitigate risk by controlling counter and drop safe limits according to policy.
- Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.
Nedbank Goals:
- Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures and policies.
- Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
- Improve digital enticement and migration volumes to self-service devices and online channels.
People Specification
Essential Qualifications - NQF Level
Preferred Qualification
- Banking Services (example, Higher Certificate in Banking Services - NQF5)
Minimum Experience Level
- 1 - 2 years
- Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.
Technical / Professional Knowledge
- Customer service principles
- Product Knowledge
- Problem solving skills
- Relationship management
- Nedbank security policies and procedures
- Governance, Risk and Controls
- Forex product
Behavioural Competencies
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
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Job Purpose
- Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.
Job Responsibilities
Client Engagement:
- Respond to client needs by offering the right service and solution.
- Build client trust by applying your expertise and experience to do good for your client.
- Educate clients and potential clients on how to subscribe and service their account.
- Treat clients with respect, build trust, show care and humility in all client interactions.
- Help clients achieve their goals and grow financially.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Entrench clients and deliver value through cross selling.
- Facilitate the sales process by informing clients of the product features and benefits.
- Document client needs analysis and provide corresponding product solutions.
- Obtain referrals from existing clients as well as leads from other business units.
- Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
- Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
- Collaborate with internal stakeholders to provide complete financial solutions for clients.
- Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
- Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
- Act with a client first mindset in all client engagements.
Nedbank Goals:
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures, and policies.
- Develop, retain, and grow the business by delivering against individual and team goals that support a positive client experience.
- Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
- Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
- Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
- Support the achievement of the sales and service strategy objectives and values.
- Enable Nedbank's strategy of being financial experts who do good.
- Covert leads into sustainable business for Nedbank in a responsible manner.
Risk and Compliance:
- Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
- Report suspicious transactions to the relevant department.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
- Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
- Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.
Minimum Experience Level
- 2 years or more Banking Client Service, Sales, Relationship experience.
Preferred Qualification
- FAIS Approved Qualification
Essential Qualifications - NQF Level
Technical / Professional Knowledge
- Product sales skills
- Sales Strategies
- Product Knowledge
- Customer service principles
- Nedbank policies and procedures
- Customer relationship management
Behavioural Competencies
- Building Customer Loyalty
- Building Trusting Relationships
- Sales Persuasion
- Technology Savvy
- Planning and Organizing
- Adaptability
- Applied Learning
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Job Purpose
- To lead and manage the unit/s by ensuring relevant processes are administered and meet business requirements.
Job Responsibilities
- Meet Service Level Agreements (SLA) by managing processing activities within agreed timelines and parameters.
- Minimise financial and reputational risk by ensuring accuracy of processing activities.
- Contribute to department budget by providing input to operational forecast.
- Minimise operational costs by managing cost effectively within budget.
- Increase Nedbank's market share and revenue by identifying and referring marketing opportunities to relevant clusters.
- Reduce revenue leakage by optimising revenue collection processes.
- Implement a professional customer interfacing environment by managing teams to respond to and action customer requirements within agreed SLA and risk parameters.
- Understand and meet stakeholder (including Regulators) needs by building and maintaining relationships through regular interactions.
- Obtain and provide feedback by meeting with internal and external stakeholders.
- Highlight risk by reporting exceptions.
- Ensure compliance and maintain clean audits by managing implementation and adherence to all processes and procedures.
- Ensure accuracy by implementing preventative and corrective activities.
- Create a culture of continuous improvement by identifying opportunities and/or implementing enhancements to processes, procedures and/or systems.
- Ensure projects are implemented and delivered by collaborating whilst adhering to governance practices.
- Meet reporting requirements by compiling and contributing to reports.
- Make and implement informed business decisions by analysing operational/business reports.
- Optimise productivity by implementing capacity management principles.
- Ensure business continuity by drafting, updating and testing Business Continuity Plans (BCP's).
- 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.
- 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.
- Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
- 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.
- 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.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- Degree or diploma in related area (finance, credit, business management, administration, project management)
Minimum Experience Level
- 4 - 6 years related experience (finance, credit, business management, administration, project management)
Technical / Professional Knowledge
- Banking knowledge
- Business Acumen
- Data analysis
- Governance, Risk and Controls
- Industry trends
- Principles of financial management
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Decision-making process
Behavioural Competencies
- Building Partnerships
- Earning Trust
- Coaching
- Collaborating
- Decision Making
- Work Standards
- Leadership Disposition
- Planning and Organizing
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Job Purpose
- To ensure the installation; design; configuration; upgrade; administration; monitoring and maintenance of databases and associated software products; In support of operational systems and the development environment. To ensure the integrity; reliability; efficiency and security of enterprises data.
Job Responsibilities
- Build effective client relations by participating in project planning facilitation and project reporting to clients, stakeholders and vendors. Address client issues by providing technical support for all databases including high-level support and escalated calls.
- Build and maintain stakeholder relationships.
- Ensure availability by implementing standards for developing and maintaining preventative maintenance routines. Ensure client needs are understood and met through regular monitoring of database resources.
- Build client relationships by providing first line support, standby and acting within mandate.
- Ensure stakeholders are informed of any database related changes. Provide client service as defined in the Service Catalogue.
- Comply with risks standards. Alert database administrators of events that will potentially generate performance or integrity issues with the database.
- Communicate and ensure that all staff are instructed in the use of new and/or enhanced procedures and scripts for all aspects of database administration that were established and/or created.
- Prove recovery processors are successful.
- Optimise database performance and resource usage.
- Participate in technical review forums.
- Participate in design, development and management of large complex databases management systems used throughout the organisation.
- Work with integration of databases including synchronisation between disparate databases, integration, maintenance/ conversion, capacity planning issues and new applications.
- Transfer and/or share data and assume responsibility for the design, coding, documentation and implementation of database related scripts and queries.
- Assist with the project management of the implementation of database.
- Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
- Stay abreast of developments in field of expertise, ensuring personal and professional growth.
- Understand and embrace the Nedbank vision and values, leading by example.
- Identify and recommend opportunities to enhance processes, systems and policies.
- Ensure work is completed to agreed timelines.
- Ensure that all financial recoveries are captured.
- Ensure infrastructure designs are optimised for financial savings. Provide advice on improved performance.
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
- Provide technical mentoring to junior staff by actively participate in job shadowing.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- Honours Degree / BSC Information Tech
Essential Certifications
Minimum Experience Level
- 8 years plus exposure to IT environment with minimum of 5 years DBA
Technical / Professional Knowledge
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Business writing skills
- Information Technology concepts
- Governance, risk and controls
- Specific technology of relevant to domain
- Data base Administration (DBA) Principles and Admin Concepts
- Relational database
- Database Restore and Recoveries
Behavioural Competencies
- Applied Learning
- Collaborating
- Customer Focus
- Initiating Action
- Work Standards
- Managing Work
- Technical/Professional Knowledge and Skills
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Job Purpose
- To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations.
Job Responsibilities
Client Engagement:
- Address any concerns relating to the queue flow or digital devices.
- Assist client to download online applications and resolve any log in issues.
- Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
- Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
- Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
- Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
- Educate clients and potential clients on how to subscribe and service their account.
- Educate clients on self-service, digital functionality and features.
- Facilitate a conversation with the client to assist them to complete their service needs online.
- Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
- Meet, greet, establish and clarify client needs and verify documentation and direct clients.
- Nurture strong, long-standing client relationships.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Provide knowledgeable client service that fosters mutual trust and confidence.
Business Operations:
- Accept and service cash transactions over the counter.
- Action control check list applicable to teller, enquiries and foreign functions daily.
- Balance and secure branch stock holding (e.g. cards).
- Control the queuing process and prioritise clients with special needs.
- Destroy old stock (e.g. cards) identified by reports.
- Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over to couriers.
- Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
- Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies within the store.
- Load cash, balance and provide first line device maintenance and replenishment of consumables of all store devices.
- Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
- Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
- Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).
Risk and Compliance:
- Mitigate risk by controlling counter and drop safe limits according to policy.
- Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.
Nedbank Goals:
- Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures and policies.
- Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
- Improve digital enticement and migration volumes to self-service devices and online channels.
Essential Qualifications - NQF Level
Preferred Qualification
- Banking Services (example, Higher Certificate in Banking Services - NQF5)
Minimum Experience Level
- 1 - 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.
Technical / Professional Knowledge
- Customer service principles
- Product Knowledge
- Problem solving skills
- Relationship management
- Nedbank security policies and procedures
- Governance, Risk and Controls
- Forex product
Behavioural Competencies
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
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Job Purpose
- This role is based at the Nedbank George, Southern Cape Offices. As such you will be required to be on-site as and when required.
- To provide client support to Wealth Managers in order to meet business goals and exceed client expectations.
Job Responsibilities
- Perform portfolio reviews, prepare records of advice/review.
- Financial projections using financial planning software
- Understanding of investment and financial planning strategies for high-net-worth, Juristic and individual clients
- Consistently ensured work completed to plan; progress reviewed and corrective action taken.
- Resource utilisation produced balanced output i.e. quality; cost; business expectations and compliance.
- Complied with risk standards; monitored and corrective action taken.
- Identified and resolved work obstacles and problems effectively and had contingency options to deliver required output.
- Contributed to the crafting of polices; procedures; standards; processes; etc.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
- Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g Green Strategy).
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Initiate sales process by identifying opportunities for additional product or service sales.
- Facilitate sales process by defining bank's fulfilment requirements for the client and gathering required documents to conclude the deal.
- Provide after-sales service to bank's business clients by responding to their queries and requests in an efficient and timely manner.
- Make suggestions to improve customer satisfaction by identifying trends in customer queries and complaints and reporting these to the relevant stakeholders.
- Manage business risk by adhering to security and compliance requirements and bank's policies and procedures and ensuring that relevant documents are in place.
- Manage operational risk by following appropriate process.
- Manage client expectations by clearly explaining process and timelines.
- Build a trusting relationship with clients by responding to queries and requests promptly.
- Maintain strong client relationships by proactively initiating interactions regularly.
- Nurture collaborative relationship with internal partners by referring new potential business and facilitating end-to-end process of products.
- Develop a network of internal and external service providers by identifying individuals who can assist with meeting client's needs and interacting regularly with them.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- Bachelors Degree in Commerce/Finance/Investments or Economics
Minimum Experience Level
- 3 years' Private Banking/ Investment House Client Service and Para-Planning experience.
- CRM D-365 & Active Ops system experience is highly advantageous
Technical / Professional Knowledge
- Cluster Specific Operational Knowledge
- Relevant regulatory knowledge
- Industry trends
- Business terms and definitions
- Communication Strategies
- Relevant software and systems knowledge
- Decision-making process
- Banking knowledge
- Governance, Risk and Controls
- Banking procedures
Behavioural Competencies
- Advancing Sales Discussions
- Building Customer Loyalty
- Work Standards
- Collaborating
- Communication
- Managing Work
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Purpose of role
- The Funds Transfer Pricing (FTP) team are a high-impact team at the heart of Nedbank’s risk adjusted performance measurement engine. As a Manager Quantitative Analytics: FTP, you’ll play a pivotal role in shaping how the bank allocates funding cost, prices products, and drives profitability and strategic portfolio tilt across clusters.
- This role offers a unique opportunity to influence key financial levers through advanced analytics, automation, and optimization. You’ll collaborate closely with the Executive: Group FTP and NIM Analytics to deliver insights that power strategic balance sheet management and risk-based pricing.
The FTP function plays an important role in Nedbank in terms of:
- Transferring interest rate risk and liquidity risk to a central unit for the strategic management thereof.
- Rewarding money-in business for their true liquidity generation and charge money-out business for their true liquidity consumed.
- Enabling BSM to manage the structural liquidity and interest rate risk mismatch in the banking book.
- Allowing BSM to perform other balance sheet management activities such as enabling portfolio tilt.
- Enable Business to perform risk-based profitability measurement (economic profit), net interest margin management and risk-based product pricing.
- The Manager Quantitative Analytics: FTP will be responsible for supporting the Executive: Group FTP and NIM Analytics with senior quantitative and qualitative tasks pertaining to FTP and other Asset and Liability Management related matters.
Outputs (deliverables)
- Strategic Model Optimization: Continuously review and refine FTP methodologies and models to ensure fair, accurate, and competitive pricing across the bank’s portfolio.
- Insight-Driven Decision Making: Translate complex FTP analytics into strategic insights that inform executive-level decisions and strategy, unlock new pricing opportunities and support enterprise-wide financial planning.
- Advanced Analytics & Automation: Lead the automation and digitization of advanced analytical models and pricing tools, enabling dynamic, real-time decision support across business units.
- World-Class Reporting: Set the standard for high-impact reporting by optimising processes and designing and implementing business intelligence platforms to optimise time spent on high-value analytics of FTP at product, business unit, cluster and Group level - delivering insights that matter.
- Residual Mismatch Analysis: Develop and optimize sophisticated models to analyse and explain residual FTP mismatches in Balance Sheet Management (BSM). Provide strategic recommendations to enhance balance sheet management and risk-adjusted performance.
- Digital Tool Development and Enhancement: Continuously improve FTP pricing tools to reflect liquidity and interest rate repricing components, empowering client-facing teams with user-friendly precision pricing capabilities.
- Strategic Partnerships: Cultivate trusted partnerships with business clusters, positioning the FTP team as a trusted advisor and partner of choice. Act as a senior advisor, influencing strategic direction and embedding FTP analytics into core decision-making processes.
- Drive Timely and Accurate Financial Intelligence: As part of the greater FTP and NIM Analytics team ensure the delivery of accurate and timely FTP information to business units, BSM stakeholders and committees. Drive continuous improvement in quality, timeliness and relevance of analytics.
- Turn Organizational Insight into Financial Advantage: Apply deep knowledge of the organizational systems, structures, policies and procedures to achieve FTP results and analytics to the benefit of the bank.
Formal Qualification
- Post Graduate Degree in Quantitative Risk Management, Financial Engineering, Data Science, Statistics, Computer Science or Mathematics.
Experience
- 4-7 years’ experience in an Asset and Liability Management, Treasury or Balance Sheet Management function and a basic understanding of FTP.
- Proven track record of leading complex model development and strategic analytics initiatives.
- Programming skills (e.g. Excel VBA, SAS, MATLAB, SQL, Python).
- Experience with data visualization or business intelligence (BI) tool development.
- Knowledge of banking book products.
- Excellent communication and stakeholder management skills, with the ability to influence at executive levels.
- Personal style and values
- Must demonstrate a willingness to enhance current methodologies and models (self-starter).
- Excellent communication and stakeholder management skills, with the ability to influence at executive levels.
- Must be able to explain complex and/or technical matters clearly, accurately and simply.
- High levels of resilience, determination and drive.
Professional/Technical Competencies
- Strong analytical and quantitative skills.
- Excellent presentation skills.
- Excellent problem-solving skills.
- Must be able to handle pressure and to operate with relative ease in a dynamic environment.
- Focus on detail and potential errors, must be methodical and organized.
- Detail-oriented and self-motivated.
- Work hard, smart, productive, business driven, be able to deliver under pressure.
- Ability to work in a team and engage with senior stakeholders.
Behavioural Competencies
- Building Partnerships
- Coaching
- Continuous Learning
- Customer Focus
- Facilitating Change
- Influencing
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Job Purpose
- To grow commercial bank revenue through the management and cross sell to existing portfolio; as well as the acquisition of new to bank high revenue commercial customers in order to create and increase revenue and maximize economic profit to achieve the banks strategic objectives and create shareholder value
Job Responsibilities
- Acquire new commercial clients with annual turnover of between R30m - R1b through a process of prospecting and networking to achieve market share growth aspirations.
- Be a trusted advisor to commercial clients in specialised industries (i.e., Agri; Franchise, Fintech, Manufacturing) through continuous professional development; exposure, experience, and personal up-skilling.
- Stay abreast with latest economic trends and developments (i.e., green energy and sustainable agriculture) and applying this knowledge by adding value to client engagements and identifying opportunities to the greater benefit of Nedbank.
- Identify acquisition opportunities through effective ecosystem analysis unlocking the value chain.
- Generate revenue through proactive cross sell strategies by applying specialised Industry and Banking knowledge, managing key internal stakeholder relationships, and executing identified opportunities.
- Perform in depth financial needs analysis to identify cross sell and up sell opportunities in line with business goals.
- Conduct regular portfolio reviews with clients to identify and unlock value add opportunities that contribute to client retention.
- Be proactive in client interaction by adding value through financial solutioning.
- Establish and execute a client engagement plan to ensure all clients are interacted with frequently in line with Nedbank's growth objectives.
- Build trusting relationships through regular interactions with key decision makers within the businesses that forms part of the allocated Business portfolio.
- Earn client trust by being a trusted financial partner and by giving advice and honest constant feedback regarding financial requests.
- Provide a key interface for the client to the bank by having sound knowledge of the bank's products; services and solutions and by coordinating with relevant stakeholders.
- Communicate visitation feedback to internal stakeholders after client interaction to address actionable items and/ or take corrective action where applicable.
- Recommend tailor-made solutions to meet the client's needs by gaining an intimate understanding of the client's business and business environment, and by consulting with relevant stakeholders.
- Manage all business risks and ensure compliance by following regulatory requirements and bank's internal policies and procedures, identifying risks and non-compliances, and taking corrective action.
- Partner with credit manager to manage credit risk of portfolio to minimize potential impairment risk.
- Prepare and present large and complex credit applications consisting of multiple entities and shareholders and by incorporating specialised Industry knowledge and core Banking principles, including the pricing motivation of assets.
- Leverage subject matter expertise to support the digitization of clients in line with the 4th Industrial revolution dynamics.
- Drive client awareness and solution for sustainable development goals in line with the Nedbank purpose.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- BCom (Financial Management/ Accounting)/ BSc Agri)
Preferred Certifications
Minimum Experience Level
- 7 - 10 years
- Relationship/portfolio management and acquisition experience in Commercial/Business Banking
Technical / Professional Knowledge
- Communication Strategies
- Negotiation skills
- Governance, Risk and Controls
- Relevant regulatory knowledge
- Data Analysis and Interpretation
- Relevant software and systems knowledge
Behavioural Competencies
- Account Planning
- Targeting Sales Opportunities
- Driving Successful Customer Engagements
- Sales Negotiation
- Business Acumen
- Building Trusting Relationships
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Job Purpose
- To manage (end to end) the strategy; planning; organising; negotiating; staffing directing and controlling of all aspects of projects or programmes for a portfolio in ensuring the successful implementation of IT Projects and to realise the business cluster strategy. Provides expert advice and counsel to functional/ and non functional user personnel and project teams on the most complex aspects of integration of logical groupings of technologies.To facilitate agreed solution and ensure the solution meets business requirements with minimal impact to the stability of the IT environment.
Job Responsibilities
- Assist in defining the operational business requirements of the business (KPI'S, SLA's processes and procedures and reporting ) through translating organisational strategy into functional strategy and assigning accountability to relevant stakeholders
- Effectively manage the delivery of services to the stakeholders by establishing governance forums and by understanding, assessing and managing escalated risks associated with programmes and projects
- Optimise the effectiveness of resources through modelling capacity requirements across full portfolio and by understanding and communicating impact of capacity requirements
- Ensure optimal organising of environment by specifying the nature of capacity requirements in alignment with strategic priority and by actively managing the capacity of the project managers in the team and negotiate where capacity constraints occur
- Ensure end to end design is aligned to architecture road maps by understanding the landscape and through regular engagement with relevant stakeholders
- Ensure effective optimisation of systems, processes and technology by doing route cause analysis and taking corrective measurement and ensuring standards defined per technology with regard to integrations are adhered to
- Take responsibility for implementation of programme and project governance that aligns to project methodologies, processes and project disciplines
- Continuously encourage customer centricity by defining/developing tiered SLA's in order to improve delivery and cost efficiencies
- Define and agree service level of operational and call centre support - including support and maintenance, application health and stability
- Escalate project performance to relevant board by clearly showing business objectives according to business cases
- Ensure optimal team delivery by considering and making amendments to processes, structures, operating models and business plans
- Ensure transformational target are met through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list for department
- Contribute to a culture conducive to the achievement of transformation goals and support business strategies that improve the corporate image by ensuring self, managers and team participation in Nedbank culture building initiatives
- Participate and ensure managers encourage staff to participate and support corporate social responsibility initiatives for the achievement of business strategy
- Ensure issues raised in culture survey are addressed and results are improved by ensuring action plans are created
- Deliver a world class service through others by ensuring a client centric culture through required interventions.Identify areas of resource inefficiencies and promote optimisation through promoting multi-skilling and addressing capacity gaps by reviewing and improving work processes
- Manage branch budget (recoveries of staff incl) through responsible budget planning and management and by driving efficiencies
- Ensure project execution of the end to end life cycle of all portfolio programmes and projects relating to the implementation of IT projects according to the project methodology and strategy.Ensure successful project delivery by dealing with escalated project issues, non delivery conflicts and integration
- Enhance the credibility of the function by reviewing project metrics and by meeting with the project managers to give direction to project execution
- Successful execution of Innovation and Technical projects through the Project Management Office
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- Matric and relevant tertiary qualification
- MMP or equivalent
Essential Certifications
- Formal accreditation in professional field where applicable
Minimum Experience Level
- 10 - 15 years experience in an IT environment (across IT disciplines) of which at least 2 years in a feeder area to this role
Technical / Professional Knowledge
- Budgeting
- Business administration and management
- Business principles
- Business terms and definitions
- Capacity planning
- Change management
- Client service management
- Communication Strategies
- Diversity management
- Employee training/development
- Financial Accounting Principles
- Governance, Risk and Controls
- Organisational behaviour theory
- Principles of project management
- Relevant regulatory knowledge
- Stakeholder management
- Strategic planning
- Talent management
- Business writing skills
- Management information and reporting principles, tools and mechanisms
- System Development Life cycle(SDLC)
- Role relevant related technologies
- ITIL
- IT Concepts
- Business Process
- Products and Services
- Behavioural Competencies
- Building Partnerships
- Facilitating Change
- Inspiring others
- Business Acumen
- Driving for Results
- Selecting Talent
- Delegation and Empowerment
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Job Purpose
- Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.
Job Responsibilities
Client Engagement:
- Respond to client needs by offering the right service and solution.
- Build client trust by applying your expertise and experience to do good for your client.
- Educate clients and potential clients on how to subscribe and service their account.
- Treat clients with respect, build trust, show care and humility in all client interactions.
- Help clients achieve their goals and grow financially.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Entrench clients and deliver value through cross selling.
- Facilitate the sales process by informing clients of the product features and benefits.
- Document client needs analysis and provide corresponding product solutions.
- Obtain referrals from existing clients as well as leads from other business units.
- Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
- Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
- Collaborate with internal stakeholders to provide complete financial solutions for clients.
- Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
- Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
- Act with a client first mindset in all client engagements.
Nedbank Goals:
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures, and policies.
- Develop, retain, and grow the business by delivering against individual and team goals that support a positive client experience.
- Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
- Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
- Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
- Support the achievement of the sales and service strategy objectives and values.
- Enable Nedbank's strategy of being financial experts who do good.
- Covert leads into sustainable business for Nedbank in a responsible manner.
Risk and Compliance:
- Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
- Report suspicious transactions to the relevant department.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
- Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
- Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.
Essential Qualifications - NQF Level
Preferred Qualification
- FAIS Approved Qualification
Minimum Experience Level
- 1 - 2 years Retail/Banking Client Service, Sales, Relationship experience
Technical / Professional Knowledge
- Product sales skills
- Sales Strategies
- Product Knowledge
- Customer service principles
- Nedbank policies and procedures
- Customer relationship management
Behavioural Competencies
- Building Customer Loyalty
- Building Trusting Relationships
- Sales Persuasion
- Technology Savvy
- Planning and Organizing
- Adaptability
- Applied Learning
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Job Purpose
- To provide strategic and operational leadership in the management manage a mini portfolio of properties; one property or a specific facilities management function within a property, ensuring the seamless delivery of all hard and soft facilities management (FM) services. The role is responsible for creating a safe, efficient, compliant, and high-quality working environment that supports client business objectives, enhances asset value, and aligns with the overarching Group Property Services strategy.
Key Responsibilities
The responsibilities are categorized into core FM domains for clarity.
Strategic and Financial Management
- Develop, manage, and control the annual facilities operational and capital expenditure (CAPEX) budgets for the portfolio.
- Conduct regular financial analysis and forecasting to ensure optimal budget expenditure, identify cost-saving opportunities, and report on financial performance.
- Authorise and control expenditure in line with delegated authority, ensuring all invoices (e.g., leases, service charges, contractor invoices) are validated and paid timeously.
- Lead the strategic planning for lifecycle replacements and asset management, maintaining an accurate and up-to-date asset register for furniture, fixtures, and equipment (FF&E).
Hard Services Management (Building and Infrastructure)
- Oversee the planning, scheduling, and execution of all preventive and corrective maintenance for MEP (Mechanical, Electrical, and Plumbing) systems, building fabric, and critical infrastructure.
- Manage and ensure compliance of all hard service contractors (e.g., HVAC, electrical, lifts, fire systems, generators) against SLAs and Key Performance Indicators (KPIs).
- Ensure all property assets and installations comply with relevant South African legislation, including the Occupational Health and Safety Act (OHSA), SANS codes, and environmental regulations.
- Manage and project-manage minor works, office refurbishments, and co-location projects from inception to snagging and final handover, ensuring adherence to Nedbank policies and project timelines.
Soft Services Management (People and Environment)
- Manage the delivery of all soft services to a high standard, including cleaning, waste management, pest control, landscaping.
- Oversee office services such as space planning, moves/adds/changes (MAC), desk allocation, and reception services to optimize space utilization and meet tenant needs.
- Monitor contractor performance for soft services, ensuring service levels are met and the workplace environment is consistently professional and hygienic.
Client and Stakeholder Management
- Act as the primary point of contact for tenants and internal business unit clients, understanding their requirements and ensuring they are met and maintained.
- Facilitate regular tenant meetings, providing input, ensuring compliance with lease conditions and house rules, and distributing formal minutes.
- Build and maintain strong, collaborative relationships with clients, contractors, service providers, and internal stakeholders (e.g., IT, Security, Hospitality,HR).
Contract and Supplier Management
- Manage the performance of all FM service providers through robust contract management, regular reviews, and performance scorecards.
- Assist in the tendering process for new contracts, including scoping of work, vendor evaluation, and selection.
- Ensure all service providers comply with contractual costs, scope, and delivery standards, taking corrective action where performance falls short.
Risk, Compliance and Business Continuity
- Champion and enforce adherence to the Occupational Health and Safety Act (OHSA), conducting regular audits and risk assessments to ensure a safe working environment.
- Mitigate operational risks by maintaining and testing Business Continuity Plans (BCP) for the portfolio, ensuring critical facilities can recover from disruptions.
- Ensure all statutory compliance certificates are obtained and maintained (e.g., Electrical Compliance, Fire Installation).
- Keep abreast of all relevant legislation, industry standards, and best practices that impact facilities management.
Leadership and Personal Development
- Manage, mentor, and develop a team of facilities supervisors, facilities maintenance assistants, facilities administrators and artisans (if applicable).
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank culture-building initiatives.
- Ensure personal growth and effectiveness by completing all required training, obtaining relevant certifications, and staying abreast of developments in the FM field.
Qualifications and Experience
Category Requirement
- Essential Qualifications Advanced Diploma / National 1st Degree in Facilities Management, Property Studies, Engineering, Construction Management, or a related field.
- Preferred Qualifications • Certified Facility Manager (CFM) or equivalent. • Project Management Certification (e.g., PMP, PRINCE2).
- Minimum Experience 5-7 years of comprehensive experience in a facilities management role, with a proven track record in managing both hard and soft services for a commercial property portfolio.
Technical / Professional Knowledge
- FM Disciplines: In-depth knowledge of both Hard (MEP, building fabric) and Soft (cleaning, catering, space planning) FM services.
- Financial Acumen: Budgeting, financial analysis, and cost control.
- Project Management: Principles and methodologies for managing refurbishment and fit-out projects.
- Legislation and Compliance: Thorough understanding of the OHSA, SANS 10400 (Building Regulations), Environmental Legislation, and other relevant laws.
- Contract Management: Vendor and supplier management, SLA and KPI development.
- Risk Management: Principles of operational risk, business continuity, and disaster recovery.
- Systems and Software: High proficiency in Computerized Maintenance Management Systems (CMMS), CAFM (Computer-Aided Facility Management) software, and the MS Office Suite.
- Business Communication: Excellent business writing and presentation skills.
Behavioural Competencies
- Strategic Thinking: Ability to see the big picture and align FM activities with business goals.
- Customer Focus: Dedicated to meeting the expectations and requirements of internal and external clients.
- Problem Solving: Uses logic and rigorous methods to solve difficult problems with effective solutions.
- Managing and Measuring Work: Clearly assigns responsibility for tasks and decisions; sets clear objectives and monitors process, progress, and results.
- Driving for Results: Pursues everything with energy, drive, and a need to finish; consistently achieves results.
- Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit.
- Communication: Is effective in a variety of formal and informal presentation settings; actively listens and gets clarification.
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Job Purpose
- To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.
Job Responsibilities
- Adhere to the daily schedule to ensure that targets are met by following the work plan.
- Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.
- Escalate all unresolved queries to management by logging the case on the system.
- Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.
- Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
- Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
- Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.
- Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
- Understand the nature of the client's query by reiterating the key points raised by the client.
- Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.
Minimum Experience Level
- 2 years or more contact centre experience.
- Must have insurance experience.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Essential Qualification
- Certificate: Regulatory Examination / RE 5
Technical / Professional Knowledge
- Administrative procedures and systems
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Business writing skills
- Banking knowledge
- Banking procedures
- Cluster Specific Operational Knowledge
- Business principles
- Business terms and definitions
- Governance, Risk and Controls
Behavioural Competencies
- Building Customer Loyalty
- Communication
- Technical/Professional Knowledge and Skills
- Managing Work
- Adaptability
- Quality Orientation
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Job Purpose
- To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations.
Job Responsibilities
Client Engagement:
- Address any concerns relating to the queue flow or digital devices.
- Assist client to download online applications and resolve any log in issues.
- Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
- Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
- Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
- Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
- Educate clients and potential clients on how to subscribe and service their account.
- Educate clients on self-service, digital functionality and features.
- Facilitate a conversation with the client to assist them to complete their service needs online.
- Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
- Meet, greet, establish and clarify client needs and verify documentation and direct clients.
- Nurture strong, long-standing client relationships.
- Own the client request end to end and route for alternative intervention if not equipped to service the client.
- Provide knowledgeable client service that fosters mutual trust and confidence.
Business Operations:
- Accept and service cash transactions over the counter.
- Action control check list applicable to teller, enquiries and foreign functions daily.
- Balance and secure branch stock holding (e.g. cards).
- Control the queuing process and prioritise clients with special needs.
- Destroy old stock (e.g. cards) identified by reports.
- Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over to couriers.
- Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
- Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies within the store.
- Load cash, balance and provide first line device maintenance and replenishment of consumables of all store devices.
- Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
- Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
- Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).
Risk and Compliance:
- Mitigate risk by controlling counter and drop safe limits according to policy.
- Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.
Nedbank Goals:
- Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures and policies.
- Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
- Improve digital enticement and migration volumes to self-service devices and online channels.
Minimum Experience Level
- 1 - 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.
Preferred Qualification
- Banking Services (example, Higher Certificate in Banking Services - NQF5)
Essential Qualifications - NQF Level
Essential Certifications
Technical / Professional Knowledge
- Customer service principles
- Product Knowledge
- Problem solving skills
- Relationship management
- Nedbank security policies and procedures
- Governance, Risk and Controls
- Forex product
Behavioural Competencies
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
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Job Purpose
- To be the direct contact between the external customer and Nedbank to build and maintainrelationships according to the TS, CIB and Nedbank customer and sales strategy. Providepersonal and customised operational and servicing support to the CIB TS client to best meet theirneeds across the end-to-end product, channels and solutions life cycle in line with Nedbank'sclient service strategy. Facilitate all aspects of enablement and servicing for TS CIB clients toensure the successful implementation and usage by the client of the products, channels and solutions.
Job Responsibilities
Financial:
- Increase business revenue by identifying opportunities to expand existing business orgenerate new business through interacting with clients.
- Provide further service offerings, beyond the current product suite to grow the client base andproduct utilisation across Nedbank.
- Constantly look to identify efficiency improvements by reviewing and adapting the quality ofclient servicing support processes.
Customer:
- Understand the assigned sector client needs, touchpoints and trends to provide a world classsupport service.
- Align and adapt business processes to deliver best practice customer experiences throughconsultation and collaboration with business stakeholders.
- Ensure service standards are adhered to and that clients are retained through daily andongoing communications.
- Drive client satisfaction through effective first call resolution and evaluate client feedbackusing the information to make the necessary changes to ensure a world class support serviceis provided.
- Take responsibility for daily client service management and support the transactional bankingvalue proposition while ensuring client satisfaction and ultimately achieve overall businessobjectives and deliver solutions for our clients in line with Nedbank business strategy. Act as trusted partner to achieve better customer service and business results by exceedingservice level requirements.
- Interrogate clients' own business processes by physically walking through their businessprocesses to identify gaps.
- Ensure to follow through relevant tasks by monitoring and verifying the process flow tillcompletion.
- Ensure that escalated queries are accompanied with adequate information (i.e. screenshots,time stamps, etc.) obtained from remote sessions held (where relevant) and that the correctDTs and FAQs were referenced to attempt assistance.
- Assist clients with both onboarding and enablement digital self-service recommendations todrive the Digital First strategy of Nedbank thereby enhancing the client’s online experience
Stakeholder Management:
- Collaborate and build effective networks across Nedbank to address the client need.
- Manage relationships with clients, service providers and internal stakeholders.
- Support TS Sales in all escalated admin-related issues.
- Maintain sector based networks.
- Collaborate with business partners by sharing expert knowledge and information obtainedfrom client engagements.
- Develop and maintain collaborative relationships with internal and external stakeholders byactively managing call programs and client expectations.
People:
- Teamwork and collaboration - Building relationships with TS Service Support Specialists andClient Service Support Specialists.
- Make decisions and recommend tailored solutions to specific problems.
- Challenge the status quo to drive continuous improvement.
- Improve personal capability and stay abreast of developments in field of expertise byidentifying training courses and career progression opportunities for self with input frommanagement.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Professional Qualifications/Honour’s Degree
Preferred Qualification
- Master of Business Administration (MBA)
Minimum Experience Level
- 5-10 years client service experience and 5-10 years experience in a similar industry.
Technical / Professional Knowledge
- Capacity planning
- Change management
- Client service management
- Communication Strategies
- Diversity management
- Employee training/development
- Organisational behaviour theory
- Principles of project management
- Stakeholder management
Behavioural Competencies
- Aligning Performance for Success
- Building Partnerships
- Decision Making
- Broadening Business Value
- Building partnerships
- Guiding Sales Opportunities
Method of Application
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