Service Manager: Mid-Corp

Job Description

To effectively resolve escalated complex complaints to retain current and new clients and minimize reputational risk for Nedbank through enabling others.

Requirements

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees
• Relevant Bachelor’s Degree with a preference for communication skills
• 10-15 years Banking or Financial Services experience within a similar role/environment
• Financial Accounting Principles
• Performance management
• Relevant regulatory knowledge
• Governance, Risk, and Controls
• Management information and reporting principles, tools, and mechanisms
• Organizational behavior theory
• Communication strategies
• Client service management
• Diversity management
• Talent management

Responsibilities

• Share best practices, provide updates, and feedback with management information and identify areas of development and improvements
• Operate within the values of accountability, pushing beyond boundaries, recognizing good performance, and providing operational synergies
• Build strong working relationships by sharing information through meetings, regular communication, providing honest feedback, and providing value-adding services
• Ensure transformational targets are met during staff recruitment, retention, and training processes using preferred suppliers
• Contribute to a culture of transformation by participating in Nedbank culture-building initiatives, business strategy, and CSI
• Address issues raised in culture surveys and improve results by creating action plans
• Deliver world-class service by encouraging a client-centric culture
• Address resource inefficiencies, promote multi-skilling, and address capacity gaps by reviewing and improving work processes
• Manage operational costs by spending within budget
• Ensure quality deliverables by applying best practices and inspecting direct reports' work
• Ensure direct reports understand and support Nedbank’s vision, values, and strategy
• Implement performance agreements, ensure a clear vision, agree on goals and objectives, provide regular feedback on performance, recognize and reward achievement, and take appropriate corrective action where required
• Assess and develop own performance and behavior through formal and informal feedback
• Attend learning, seek coaching, or other industry or technical learning events and opportunities
• Manage and develop a capable high-performing team
• Conduct career conversations, utilize talent grid principles, and develop talent retention programs
• Achieve continuous improvement goals by encouraging the team to challenge the status quo by initiating constructive debates about work practices and areas for improvement
• Identify client expectations, set timeframes for resolutions, commit to action, guide and instruct direct reports, follow up, and take corrective actions
• Manage team performance and development
• Engage in contingency planning, resource allocation, capacity, and systems management, and corrective actions
• Understand, apply, and create awareness of regulations and legislation and enforce adherence
• Provide leadership insight and influence, succession planning, and organizing, coaching, and upskilling the team