Service Excellence Specialist

Requisition and Talent Acquisition Consultant Details

REQ 142634  -  Twanette Coetser

Closing Date  -  6 November 2025
Fixed Term Contract

Cluster & Location

Personal and Private Banking

Johannesburg, Gauteng 

Career Stream

Leadership Pipeline

Service Excellence Specialist - Fixed Term Contract

Job Purpose

To support the implementation of Service Excellence (SX) across Nedbank’s PPB and BCB businesses by embedding a client-centric culture, improving operational efficiency, and enhancing collaboration across all levels of the organisation. This role plays a key part in delivering on Nedbank’s client promise and strategic goals.

Job Responsibilities

• Implement the SX framework across business units to drive service excellence.
• Facilitate coaching, training, and Check Point sessions to improve client conversations.
• Collaborate with cross-functional teams to embed a consistent, client-focused culture.
• Use SX TraCX and other digital tools to capture insights and provide data-driven feedback.
• Support strategic objectives such as improving NPS, client retention, and market share.
• Organise and support recognition events and showcase service excellence success stories using varied platforms and mediums.
• Build and maintain strong internal relationships to support service delivery.
• Identify and resolve work obstacles, contribute to process improvements, and ensure compliance with risk and operational standards.
• Manage client expectations through proactive communication.
• Act as a strategic integrator across all departments, connecting the dots between organisational culture, strategic objectives, and desired outcomes.  
• Support the unique needs and priorities of each business unit, ensuring relevance and impact.
• Create impactful communications across various platforms and apply design capabilities to produce engaging, audience-specific content that supports organisational goals

Requirements

• NQF Level 5 or higher qualification in Business Administration, Customer Experience Management, Marketing, Banking, or Communication will be advantageous.
• Certifications in Customer Experience (CX), Service Design, or Lean Six Sigma will be advantageous.
• Ability to create effective communications that support the SX Culture objectives in an effective and creative way.
• Training or certification in Excel, data analytics - beneficial.
• Intermediate Power Point skills a must

People Specification

• Minimum1-2 years’ proven experience in implementing service frameworks, coaching, and stakeholder engagement.
• Minimum 1-2 years’ general banking experience.
• Previous Nedbank experience is highly preferred, especially for returning staff.
• Demonstrated ability to work across multiple departments and business units
• Strong client service orientation and a clear understanding of the sales-service connection.
• Digitally savvy and open to learning internal systems
• Strong communication, facilitation, and stakeholder engagement skills.
• Resilient, adaptable, and able to thrive in a fast-paced, evolving environment.
• Self-starter with strong problem-solving skills and initiative.
• For data-heavy portfolios: advanced Excel skills (e.g., pivot tables, data manipulation, reporting) are required.

Technical / Professional Knowledge

Behavioural Competencies