Client Success & Escalation Manager

Nedbank; Johannesburg; On-site; ZAR 1,000,000 - 1,300,000; Full time

Job summary

Nedbank is seeking an experienced banking leader to resolve escalated complaints, retain clients, and minimise reputational risk. The role emphasizes client-centric service, transformation, and staff development within a commercial banking context.

You will guide teams, manage budgets, and drive continuous improvement while upholding Nedbank's values. The ideal candidate has extensive banking experience, strong leadership skills, and a track record in regulatory governance and client service

Qualifications

• 10+ years in banking with commercial banking focus.
• 6–10 years in people management and client-facing roles.

Responsibilities

• Share best practices and provide updates with management information for improvements.
• Lead a high-performing team, drive accountability, and manage budgets.
• Build strong relationships through regular communications and value-added services.
• Ensure transformation targets during staff recruitment, retention, and training.
• Deliver world-class service with a client-centric culture.
• Review and improve work processes to address capacity gaps and inefficiencies.
• Provide leadership, succession planning, and coaching to upskill the team.

Job description

Nedbank is seeking an experienced banking leader to resolve escalated complaints, retain clients, and minimise reputational risk. The role emphasizes client-centric service, transformation, and staff development within a commercial banking context.

You will guide teams, manage budgets, and drive continuous improvement while upholding Nedbank's values. The ideal candidate has extensive banking experience, strong leadership skills, and a track record in regulatory governance and client service