Sales Support & Client Experience Leader

Nedbank

South Africa

On-site

ZAR 1,200,000 - 1,800,000

Full time

14 days+

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Job summary

Nedbank is seeking a senior leader to manage a high-performing team within client service, ensuring escalated complaints are resolved efficiently and reputational risk is minimised. You will develop talent, drive continuous improvement, and deliver world-class service in a banking environment.

The role requires extensive banking experience, strong people management skills, and a focus on transformation and CSI initiatives. Join Nedbank to advance a client-focused culture and strategic objectives.

Qualifications

Matric / Grade 12 / National Senior Certificate.
Advanced Diplomas/National 1st Degrees.
Bachelor’s Degree in Finance, Accounting, Economics, or relevant financial field.
Minimum 10 years of banking experience, with majority in Commercial Banking.
6–10 years in people management and client facing in retail banking.

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.
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.