Service Team Leader

Service Team Leader

Requisition Number - Location: Mthatha
Closing Date: 02 May
Job Family: Sales and Service
Career Stream: Client Service
Leadership Pipeline: Manage Others (MO)

Job Purpose

To deliver outstanding client services; manage service capacity; deploy and move staff to meet servicing demand and to manage the Branch's administrative and services portfolio.

Job Responsibilities

1. Nedbank Goals: Our goal is to be the best in client experience for our clients and make a real lasting difference for our clients. Identify and support service opportunities, collaborate with service teams across Branch types, and inspire teams to define and implement action plans to grow profit and market share through service interventions. Manage controllable expenses (e.g., overtime, stationery, telephone, traveling) within the agreed financial parameters.
2. Client Engagement: Identify client's service needs and opportunities. Ensure service teams are prepared for client engagements and to improve client experience. Study client feedback reports from service teams and address/root causes with teams to achieve service excellence goals. Drive client experience aligned to the Nedbank brand pillars and Service excellence promise to caringly connect and deliver value for clients. Ensure the branch meets defined service standards and corporate image requirements.
3. Educate clients to shift towards servicing through digital channels for convenient alternatives. Ensure compliment and complaint management. Explore client acquisition opportunities and drive quality leads or assist clients in opening accounts via the Nedbank Money App where no advice is required. Walk the floor regularly during the day, greet clients, and ensure they are being serviced in line with Nedbank service principles and are visible and available to clients at all times. Manage capacity of service staff against client demand in real-time. Monitor staff client ratings and implement corrective coaching or celebrate great service behavior.
4. Risk and Operations: Manage operational activities per the Branch Risk Observation Training Analysis (BROTA), Control Checklist, branch cash holdings, Document Management Portal, and compliance training. Manage cash-related activities to reduce operational and reputational risk. Monitor Risk and Compliance reports and act on key risk and non-compliance matters. Embrace workforce and queue management to ensure optimal store efficiency. Manage security aspects of day-to-day risks. Ensure adherence to process mandates and limits. Ensure all equipment is maintained and conduct checks to ensure all self-service devices are operational.
5. Lead by participating in the preparation of business performance reports to engage management regularly. Translate business goals into team and personal goals based on team roles and responsibilities. Ensure the team is trained, compliant, and equipped to deliver on their goals. Inspire learning and identify development opportunities. Engage the team through regular performance discussions, brainstorming for continuous improvement, and exemplify Nedbank values and behaviors through personal conduct.
6. Lead through coaching, mentoring, facilitating, and inspiring teams and stakeholders. Ensure and lead consequence management, discipline, and effective employee relations. Manage staff onboarding to ensure proficiency, confidence, and knowledge. Foster a positive work environment and uphold employee relations standards.

Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate

Minimum Experience Level

• 3 - 6 years banking, risk, and regulatory exposure
• 2 years' experience in a client-facing retail sales environment
• 1 year's experience in people management

Technical / Professional Knowledge

• Coaching principles
• Nedbank policies and procedures
• Operational procedures
• Change management
• Governance, risk, and controls
• Problem-solving skills

Behavioral Competencies

• Building Customer Relationships
• Decision Making
• Planning and Organizing
• Execution
• Customer Focus
• Coaching
• Delegation and Empowerment

Please contact the Nedbank Recruiting Team for further information.