Service Team Leader

Nedbank Private Wealth; Upington; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services institution seeks a Service Team Leader based in Upington, Northern Cape. The role involves delivering exceptional client services, managing service capacity, and leading team performance. Applicants should have 2-3 years of experience in a customer service environment and people management skills. Responsibilities include enhancing client experience and ensuring compliance with operational guidelines. The position offers a full-time employment opportunity and promises a dynamic work environment focused on client satisfaction.

Qualifications

• 2 - 3 years experience in a Service / Customer Services environment essential.
• 2 - 3 years People Management experience in financial risk and process management.

Responsibilities

• Deliver outstanding client services and manage service capacity.
• Drive client experience aligned to the Nedbank brand pillars.
• Manage operational activities as per compliance training.

Skills

Coaching principles

Problem solving skills

Building Customer Relationships

Decision Making

Planning and Organizing

Execution

Customer Focus

Delegation and Empowerment

Education

Matric / Grade 12 / National Senior Certificate

NQF Level 5 Higher qualification in a Business or Financial related field

FAIS Accreditation

Job description

Requisition and Specialist Recruiter Details

REQ 142833 - Twanette Coetser

Closing Date - 14 November 2025

Cluster & Location

Total Business Banking and Retail - Consumer Baking

Upington Northern Cape

Career Stream

Client Service

Leadership Pipeline

Manage Others (MO)

Service Team Leader

Job Purpose

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

Job Responsibilities

• 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 and collaborate with service teams across Branch types to inspire team to define and implement action plans to grow profit and market share through service interventions.
• Manage controllable expenses (i.e. overtime stationery telephone traveling) within the agreed financial parameters.
• Client Engagement:
• Identify clients 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 / action plan 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 our clients.
• Ensuring that the Branch meet the defined service standards and corporate image requirements.
• Educate clients to shift towards servicing through digital channels to provide them with convenient alternatives.
• Ensure compliment and complaint management.
• Explore client acquisition opportunities and drive quality leads or assist clients to open accounts via the Nedbank Money App where no advice is required.
• Walk the floor regularly during the day greet clients and ensure that 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 real time.
• Monitor staff client ratings and implement corrective coaching where needed or celebrate great service behaviour.
• Risk and Ops:
• Manage operational activities as per the Branch Risk Observation Training Analysis (BROTA) Control Check list branch cash holdings Document Management Portal and compliance training.
• Manage cash related activities to reduce the 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 the security aspects of day to day risks.
• Ensure adherence to process mandates limits.
• Ensure all equipment is maintained and conduct checks to ensure all self service devices are operational.
• Lead:
• Participate in the preparation of business performance reports to engage management on a regular basis.
• Translate business goals into team and personal goals based on team roles and responsibilities.
• Ensure team is trained and compliant and have the necessary tools to deliver on their goals.
• Inspire the use of learning tools and identify development and growth opportunities for individuals and teams.
• Engage team on performance through regular performance discussions on personal and business goals and use creative means brainstorm opportunities for continuous improvement to be more efficient in delivery and be more effective in meeting client needs.
• Be an example to team and others by bringing the Nedbank values and behaviours to life through own behaviour practice and self-growth.
• Lead through coaching mentoring facilitating and inspiring teams and stakeholders.
• Ensure and lead consequence management discipline and effective employee relations.
• Manage staff onboarding process for staff to become proficient confident and knowledgeable.
• Ensure and lead consequence management discipline and effective employee relations.

Minimum Experience Level

• 2 - 3 years experience in a Service / Customer Services environment essential
• 2 - 3 years People Management experience (e.g. 2IC / Team Leader)in financial risk and process management

Requirements

• Matric / Grade 12 / National Senior Certificate
• Successfully completed NQF Level 5 Higher qualification in a Business or Financial related field
• FAIS Accreditation mandatory (Min 120 Credits) would be an advantage

Technical / Professional Knowledge

• Coaching principles
• Nedbank policies and procedures
• operational procedures
• Change management
• Governance risk and controls
• Problem solving skills

Behavioural Competencies

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

Please contact the Nedbank Recruiting Team at

Key Skills

Cement Plant,Account Payable,Bidding,Electrical Engineering,Kpo,Architecture

Employment Type: Full Time

Experience: years

Vacancy: 1