To effectively resolve escalated complex complaints in order to retain current and new clients and minimise reputational risk for Nedbank through enabling others.
Job 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, recognising 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 the staff recruitment, retention and training process and 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 survey 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 practice 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, recognise and reward achievement and take appropriate corrective action where required.
- Assess and develop own performance and behaviour 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, utilise the talent grid principles and develop talent retention programmes.
- Achieve continuous improvement goals by encouraging 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 organising, coaching and upskilling team.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Bachelor's Degree with a preference on Communication skills
Minimum Experience Level
- 10 - 15 years Financial Services experience
Technical / Professional Knowledge
- Performance management
- Relevant regulatory knowledge
- Governance, Risk and Controls
- Management information and reporting principles, tools and mechanisms
- Organisational behaviour theory
- Communication Strategies
- Client Service Management
- Diversity management
- Talent management
- Customer Focus
- Communication
- Earning Trust
- Facilitating Change
- Building Partnerships
- Aligning Performance for Success
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