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Team Leader: Client Service



Jeffreys Bay, ZA

Date:  10-Jun-2021

Team Leader - Req 110403

Closing Date

17 June 2021


Jefferys Bay (Eastern Cape)

Job Family

Sales And Services

Career Stream

Client Service

Leadership Pipeline

Manage Others

Job Purpose

To minimise financial and reputational risk exposure relating to administration functions for internal and external stakeholders within Nedbank through enabling others.

Job Responsibilities

  • Build strong relationships with external stakeholders by identifying needs; paying on time; resolving queries timeously; networking and regular communication.
  • Build and maintain working relationships by fostering collaboration; ongoing communication; assigning responsibility and accountability and sharing relevant information.
  • Ensure transformational target 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 (e.g. staff surveys etc).
  • Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
  • Address issues raised in culture surveys by participating in the development and 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.
  • Encourage team to generate innovative ideas and share knowledge.
  • Improve turn-around times by mentoring staff and measuring performance according to SLAs.
  • Contribute to Business unit profitability by preventing and minimizing financial losses and monitoring expenses.
  • Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.
  • Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
  • Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
  • Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
  • Contribute to team effectiveness byfollowing the recruitment process when recruiting talent.
  • Maintain a capable high performing team andensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes (e.g rotation).
  • Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
  • Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
  • Meet team objectives by scheduling and coordinating staff and resources according to daily SLAs.
  • Improve team performance by identifying staff performance gaps from assessment evaluations; analysing performance data from the Management Information System (MIS); mentor and coach.
  • Drive workflow efficiency by reviewing work for quality; constantly checking and monitoring systems; allocating resources; organising staff and coordinate activities according to work volumes.
  • Resolve work obstacles by investigating; identifying root cause; selecting best alternatives and provide feedback to relevant stakeholders.

Minimum Experience Level

2-3 years people management experience in financial risk and process management

Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate

Preferred Qualification

National Diploma: Financial Management , Matric / Grade 12 / National Senior Certificate

People Specification

Type of Exposure

  • Communicating job requirements and performance standards to others
  • Checking performance data to measure employee performance
  • Working with clients to solve client problems
  • Enforcing disciplinary actions against employees
  • Investigating and reviewing processes to improve client satisfaction
  • Assuming a key leadership role
  • Coaching and mentoring of others
  • Recruiting and staffing
  • Providing constructive feedback to employees
  • Managing business risks

Technical / Professional Knowledge

  • Business administration and management
  • Client service management
  • Communication Strategies
  • Consumer behaviour
  • Financial Accounting Principles
  • Governance, Risk and Controls
  • Principles of project management
  • Relevant Nedbank product knowledge
  • Staff resource planning
  • Management information and reporting principles, tools and mechanisms

Behavioural Competencies

  • Aligning Performance for Success
  • Coaching
  • Customer Focus
  • Facilitating Change
  • Guiding Team Success
  • Delegation and Empowerment

EE Statement

Preference will be given to candidates from the underrepresented groups

Please contact the Nedbank Recruiting Team at +27 860 555 566


Please contact the Nedbank Recruiting Team at +27 860 555 566


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