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Client Service Manager



Pietermaritzburg, ZA

Date:  20-Jul-2021

Job Classification

Job Family

Sales and Services

Career Stream

Client Service

Leadership Pipeline

Manage Self: Professional

FAIS Affected

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 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 polices; 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 bank's fulfilment requirements for the client and gathering required documents to conclude the deal.
  • Provide after-sales service to 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 relationship 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.

People Specification

Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Appropriate National Certificate or Diploma.

Essential Certifications

    Preferred Certifications

    Type of Exposure

    • Working with a group to identify alternative solutions to a problem.
    • Analysing situations or data that requires an in depth evaluation of multiple factors
    • Building and maintaining effective cross-functional relationships with internal and external stakeholders
    • Managing multiple projects
    • Influencing stakeholders to obtain buy-in for concepts and ideas.
    • Brainstorming ways of improving a product or situation.
    • Challenging the status quo with a view to improving the environment or people's understanding
    • Identifying trends
    • Checking accuracy of reports and rec
    • Coordinating and securing buy-in from internal stakeholders

    Minimum Experience Level

    2-3 years 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


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


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