Senior Client Success & Operations Leader

Nedbank; Bloemfontein; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Nedbank is seeking an experienced leader to resolve escalated complaints and uphold service standards in Bloemfontein. The role focuses on driving transformation, people management, and delivering world-class client service while ensuring regulatory adherence.

You will guide a high-performing team, set clear objectives, monitor performance, and foster a culture of accountability and continuous improvement within Nedbank’s values.

Qualifications

• Matric / Grade 12 / National Senior Certificate is required.
• Advanced Diplomas/National 1st Degrees preferred.
• Advanced Diploma or Bachelor’s Degree in Finance, Accounting, Economics, or related financial field.
• 10 years Banking Experience with majority in Commercial Banking.
• 6-10 years' experience in people management, client facing in retail banking environment.

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.

Skills

Performance management

Regulatory knowledge

Governance, Risk and Controls

Management information

Organisational behaviour

Communication strategies

Client service management

Talent management

Customer focus

Earning trust

Facilitating change

Building partnerships

Aligning performance

Education

Matric / Grade 12 / National Senior Certificate

Advanced Diplomas/National 1st Degrees

Job description

Nedbank is seeking an experienced leader to resolve escalated complaints and uphold service standards in Bloemfontein. The role focuses on driving transformation, people management, and delivering world-class client service while ensuring regulatory adherence.

You will guide a high-performing team, set clear objectives, monitor performance, and foster a culture of accountability and continuous improvement within Nedbank’s values.