To effectively resolve escalated complex complaints in order to retain current and new clients and minimise reputational risk for Nedbank through enabling others.Job ResponsibilitiesShare best practices, provide updates and feedback with management information and identify areas of development and improvements.Operate within the values of accountability, pushing beyond boundaries, recognising good performance and providing operational synergies.Build strong working relationships by sharing information through meetings, regular communication, providing honest feedback and providing value adding services.Ensure transformational targets are met during the staff recruitment, retention and training process and using preferred suppliers.Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.Address issues raised in culture survey and improve results by creating action plans.Deliver world-class service by encouraging a client-centric culture.Address resource inefficiencies, promote multi-skilling and address capacity gaps by reviewing and improving work processes.Manage operational costs by spending within budget.Ensure quality deliverables by applying best practice and inspecting direct reports' work.Ensure direct reports understand and support Nedbank's vision, values and strategy.Implement performance agreements, ensure a clear vision, agree on goals and objectives, provide regular feedback on performance, recognise and reward achievement and take appropriate corrective action where required.Assess and develop own performance and behaviour through formal and informal feedback.Attend learning, seek coaching or other industry or technical learning events and opportunities.Manage and develop a capable high-performing team.Conduct career conversations, utilise the talent grid principles and develop talent retention programmes.Achieve continuous improvement goals by encouraging team to challenge the status quo by initiating constructive debates about work practices and areas for improvement.Identify client expectations, set timeframes for resolutions, commit to action, guide and instruct direct reports, follow up and take corrective actions.Manage team performance and development.Engage in contingency planning, resource allocation, capacity and systems management and corrective actions. Understand, apply and create awareness of regulations and legislation and enforce adherence.Provide leadership insight and influence, succession planning and organising, coaching and upskilling team.Essential Qualifications - NQF LevelMatric / Grade 12 / National Senior CertificateAdvanced Diplomas/National 1st DegreesPreferred QualificationBachelor's Degree with a preference on Communication skillsMinimum Experience Level10 - 15 years Financial Services experienceTechnical / Professional KnowledgePerformance managementRelevant regulatory knowledgeGovernance, Risk and ControlsManagement information and reporting principles, tools and mechanismsOrganisational behaviour theoryCommunication StrategiesClient Service ManagementDiversity managementTalent managementCustomer FocusCommunicationEarning TrustFacilitating ChangeBuilding PartnershipsAligning Performance for Success
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