Sales Support Manager : SME

Cari; Durban; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Nedbank in Durban, KwaZulu Natal, is seeking an experienced Client Service leader to manage escalated complaints, retain clients, and minimise reputational risk through guiding teams and improving processes. The role requires building strong relationships, delivering performance against targets, and ensuring compliance with governance and regulatory standards.

As a senior people manager, you will coach, develop talent, drive continuous improvement, and foster a client-centric culture aligned to

Qualifications

• Strong accounting/regulatory knowledge in banking
• Proven ability to lead large teams and manage client service
• Experience implementing process improvements and performance metrics

Responsibilities

• Share updates with management and identify areas for improvement.
• Build strong relationships with stakeholders through regular communications.
• Ensure recruitment, retention and training targets are met using preferred suppliers.
• Contribute to transformation culture and strategy execution.
• Address issues from culture surveys and implement action plans.
• Deliver world-class client service and review work for quality and compliance.

Skills

Strategic leadership

Client service management

Governance & controls

Regulatory knowledge

Performance management

Communication strategies

Education

Matric / Grade 12 / National Senior Certificate

Advanced Diploma/National 1st Degrees

Job description

Job Family

Sales and Services

Career Stream

Client Service

Leadership Pipeline

Manage Managers

Location

Durban, KwaZulu Natal

Closing Date

15 September 2026

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