Team Leader: Client Service
Nedbank
Mafikeng, ZA
10d ago

Job Purpose

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

Job Responsibilities

  • Build strong relationships with external stakeholders by identifying needs; paying on time; resolving queries timeously;
  • networking and regular communication.

  • Build and maintain working relationships by fostering collaboration; ongoing communication; assigning responsibility and accountability and sharing relevant information.
  • Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
  • Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
  • Address issues raised in culture surveys by participating in the development and implementation of action plans.
  • Create a client service culture through various required interventions.Support and encourage staff to participate and support corporate responsibility initiative.
  • Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
  • Encourage team to generate innovative ideas and share knowledge. Improve turn-around times by mentoring staff and measuring performance according to SLAs.
  • Contribute to Business unit profitability by preventing and minimizing financial losses and monitoring expenses.
  • Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives;
  • providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.

  • Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
  • Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.

  • Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
  • Contribute to team effectiveness byfollowing the recruitment process when recruiting talent.

  • Maintain a capable high performing team andensure an environment for optimal performance is created by identifying talent pool through conducting career conversations;
  • utilising the talent grid principles and developing talent retention programmes (e.g.. rotation).

  • Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
  • Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
  • Meet team objectives by scheduling and coordinating staff and resources according to daily SLAs.
  • Improve team performance by identifying staff performance gaps from assessment evaluations; analysing performance data from the Management Information System (MIS); mentor and coach.
  • Drive workflow efficiency by reviewing work for quality; constantly checking and monitoring systems; allocating resources;
  • organising staff and coordinate activities according to work volumes.Resolve work obstacles by investigating; identifying root cause;
  • selecting best alternatives and provide feedback to relevant stakeholders.

    Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate
  • Preferred Qualification

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

    Type of Exposure

  • Managing a team of people
  • Communicating job requirements and performance standards to others
  • Creating a operational plan
  • Conducting performance appraisal interviews
  • Conducting performance feedback meetings
  • Implementing a strategic plan
  • Checking performance data to measure employee performance
  • Measuring client satisfaction
  • Working with clients to solve client problems
  • Enforcing disciplinary actions against employees
  • Investigating and reviewing processes to improve client satisfaction
  • Assuming a key leadership role
  • Coaching and mentoring of others
  • Recruiting and staffing
  • Providing constructive feedback to employees
  • Managing business risks
  • Minimum Experience Level

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

    Technical / Professional Knowledge

  • Budgeting
  • Business administration and management
  • Business principles
  • Business terms and definitions
  • Change management
  • Client service management
  • Client service principles
  • Communication Strategies
  • Consumer behaviour
  • Diversity management
  • Employee training / development
  • Financial Accounting Principles
  • Governance, Risk and Controls
  • Operations planning
  • Organisational systems
  • Principles of project management
  • Relevant Nedbank product knowledge
  • Relevant regulatory knowledge
  • Service level agreements
  • Staff resource planning
  • Strategic planning
  • Business writing skills
  • Management information and reporting principles, tools and mechanisms
  • Behavioural Competencies

  • Aligning Performance for Success
  • Customer Focus
  • Facilitating Change
  • Guiding Team Success
  • Delegation and Empowerment
  • Please contact the Nedbank Recruiting Team at +27 860 555 566

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