Job Description

To lead, guide, support and coach front-line staff to execute effectively upon the business strategy, enabling the delivery of banking solutions to relevant market segments; ensure client centric experiences that builds sustainable client relationships.Job ResponsibilitiesEnsure team deliver on all targeted products and services as measured through the relevant client management systems and the contribution statement. Achieve quality and turnaround standards through relevant systems, processes and procedures. Understand and respond to client's business, personal and household needs. Understand and apply the bank's risk and credit policy and manage client expectations accordingly. Improve team efficiency and effectiveness continuously.Respond within agreed timelines to tasks and responsibilities deployed onto the relevant systems. Build sound client relationships with staff and instil trust amongst clients that Nedbank is best placed to manage the complexity of their business, personal and household requirements.Lead teams to build and maintain effective professional relationships with low to high value profile clients through contact management.Lead teams to engage clients and in a manner that is relevant to their specific circumstances. Manage bankers to unearth sales / solution opportunities and to create advocates among their clients. Support teams to deliver quality client engagements. Manage escalated client complaint to ensure agile resolution. Ensure and apply compliance with Risk standards by completing specified compliance training and ensuring that teams complete theirs. Ensure teams execute on the client centric objectives. Ensure adherence to relevant systems, processes, standards, protocols, procedures and take corrective action where necessary.Improve client service delivery when providing tailor made financial solutions and client service. Manage performance of staff through regular engagements. Review team's work output and deliverables and ensure corrective action is taken. Mentor and coach staff on identified performance gaps and track corrective action. Create a collaborative environment of teamwork that will ensure motivated staff that shares knowledge and information to enable decision making. Stay abreast in field of expertise and deliver on the expectations from stakeholders.Maintain a capable high performing team and ensure an environment for optimal performance. Ensure self and team understand and embrace the Nedbank Vision and Values. Manage the on boarding process of new employees. Attend and apply learning from relevant training programs. Ensure transformational targets are met for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list. Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives. Participate in culture surveys and address issues raised to improve results through the implementation of action plans. Create a client service culture through various required interventions. Support and encourage staff to participate and support corporate responsibility initiative. Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.