Sales Support Manager : SME

Nedbank; Durban; On-site; ZAR 850,000 - 1,200,000; Full time

Job summary

Nedbank in Durban is seeking a senior operations/people leader to resolve escalated complaints, retain clients and minimise reputational risk. You will drive transformation targets, recruit and develop a high-performing team, and ensure world-class client service through a strong culture of accountability and collaboration.

The role requires extensive banking experience, leadership ability, and a track record in risk governance and performance management.

Qualifications

• Matric / Grade 12 or National Senior Certificate is required.
• Advanced Diploma or National 1st Degree is preferred.
• Advanced Diploma or Bachelor's in Finance/Accounting/Economics or related field.

Responsibilities

• Resolve escalated complaints and provide updates to management.
• Share best practices and identify development areas for improvements.
• Build relationships and drive client-centric service delivery.
• Align staff recruitment, retention and training with transformation targets.
• Deliver cost controls and ensure adherence to budgets.
• Provide leadership, coaching and succession planning for the team.

Skills

Performance management

Governance, Risk and Controls

Client Service Management

Diversity management

Talent management

Leadership

Communication Strategies

Building Partnerships

Earning Trust

Facilitating Change

Education

Matric / Grade 12 / National Senior Certificate

Advanced Diplomas/National 1st Degrees

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

Job description

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

• 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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Please contact the Nedbank Recruiting Team at [phone]

Nedbank Ltd Reg No 1951/000009/06.
Authorised financial services and registered credit provider (NCRCP16).

For assistance please contact the Nedbank Recruiting Team at [phone]