Client Service Manager - Nedbank

Job Purpose

To build and maintain strong relationships with our business clients through superior and hassle-free service in order to differentiate Nedbank as the banking partner of choice.

Job Responsibilities

• Consistently ensured work was completed to plan; progress reviewed and corrective action taken.
• Resource utilisation produced balanced output i.e. quality; cost; business expectations and compliance.
• Complied with risk standards; monitored and corrective action taken.
• Identified and resolved work obstacles and problems effectively and had contingency options to deliver required output.
• Contributed to the crafting of policies; procedures; standards; processes; etc.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g Green Strategy).
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
• Initiate sales process by identifying opportunities for additional product or service sales.
• Facilitate sales process by defining the bank's fulfilment requirements for the client and gathering required documents to conclude the deal.

• Provide after-sales service to the bank's business clients by responding to their queries and requests in an efficient and timely manner.
• Make suggestions to improve customer satisfaction by identifying trends in customer queries and complaints and reporting these to the relevant stakeholders.
• Manage business risk by adhering to security and compliance requirements and bank's policies and procedures and ensuring that relevant documents are in place.
• Manage operational risk by following appropriate process.
• Manage client expectations by clearly explaining process and timelines.
• Build a trusting relationship with clients by responding to queries and requests promptly.
• Maintain strong client relationships by proactively initiating interactions regularly.
• Nurture collaborative relationships with internal partners by referring new potential business and facilitating end-to-end process of products.
• Develop a network of internal and external service providers by identifying individuals who can assist with meeting client's needs and interacting regularly with them.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Appropriate National Certificate or Diploma.

Minimum Experience Level

• 2-3 years of General Banking experience.

Technical / Professional Knowledge

• Cluster-Specific Operational Knowledge
• Relevant regulatory knowledge
• Industry trends
• Business terms and definitions
• Communication Strategies
• Relevant software and systems knowledge
• Decision-making process
• Banking knowledge
• Governance, Risk and Controls
• Banking procedures

Behavioural Competencies

• Advancing Sales Discussions
• Building Customer Loyalty
• Work Standards
• Collaborating
• Communication
• Managing Work