Sales Support Manager : SME

Nedbank; Maryland; On-site; USD 74,000 - 99,000; Full time

Job summary

Nedbank in Tshwane & North West is seeking an experienced Client Service leader to effectively resolve escalated complaints, retain clients and minimize reputational risk.

You will mentor a high-performing team, drive transformation, ensure budget adherence and deliver world-class client service while aligning with Nedbank's values and strategy.

Qualifications

• Formal education in finance or economics with strong accounting and regulatory knowledge.
• Experience in governance, risk controls and performance management.
• Ability to lead and develop a high performing team.

Responsibilities

• Share best practices, provide updates and feedback with management information.
• Build strong working relationships and provide value adding services.
• Lead recruitment, retention and training processes within budget.
• Deliver world-class client service with a transformation mindset.
• Manage and develop a capable high-performing team and conduct career conversations.
• Drive continuous improvement and regulatory awareness across the team.

Skills

Financial Accounting Principles

Performance management

Governance, Risk and Controls

Management information and reporting

Organisational behaviour

Communication strategies

Client Service Management

Diversity management

Talent management

Education

Matric / Grade 12 / National Senior Certificate

Advanced Diplomas/National 1st Degrees

Advanced Diploma or Bachelor’s Degree in Finance, Economics, or related field

Job description

Requisition Details

REQ Number : 147711

Closing Date :16 September 2026

Location: Tshwane & North West

Job Family

Sales and Services

Career Stream

Client Service

Leadership Pipeline

Manage Managers

Job Purpose

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 worldclass 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.
• Asses 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

• An Advanced Diploma or Bachelor’s Degree in Finance, Accounting, Economics, or any other relevant financial field.

Minimum Experience Level

• 10 years Banking Experience with majority of that experience being in a Commercial Banking environment.
• 6-10 years' experience in people management,client facing in retail banking environment.

Technical / Professional Knowledge

• Financial Accounting Principles
• 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

Behavioural Competencies

• Customer Focus
• Communication
• Earning Trust
• Facilitating Change
• Building Partnerships
• Aligning Performance for Success