Service Team LeaderRequisition number: 137549Location: Cape Town: Sea PointClosing Date: 10 January 2025Job PurposeTo deliver outstanding client services; manage service capacity; deploy and move staff to meet servicing demand and to manage the Branch's administrative and services portfolio.Job ResponsibilitiesNedbank Goals:Identify and support service opportunities and collaborate with service teams across Branch types to inspire team to define and implement action plans to grow profit and market share through service interventions.Manage controllable expenses (i.e.
overtime, stationery, telephone, traveling) within the agreed financial parameters.Client Engagement:Identify client's service needs and opportunities.Ensure service teams are prepared for client engagements and to improve client experience.Study client feedback reports from service teams and address/action plan root causes with teams to achieve service excellence goals.Drive client experience aligned to the Nedbank brand pillars and Service excellence promise.Ensure the Branch meets the defined service standards and corporate image requirements.Educate clients to shift towards servicing through digital channels.Ensure compliment and complaint management.Explore client acquisition opportunities and drive quality leads or assist clients to open accounts via the Nedbank Money App.Walk the floor regularly during the day, greet clients and ensure they are being serviced in line with Nedbank service principles.Manage capacity of service staff against client demand, real-time.Monitor staff client ratings and implement corrective coaching where needed.Risk and Ops:Manage operational activities as per the Branch Risk Observation Training Analysis (BROTA), Control Check list, branch cash holdings, Document Management Portal, and compliance training.Manage cash-related activities to reduce operational and reputational risk.Monitor Risk and Compliance reports and act on key risk and non-compliance matters.Embrace workforce and queue management to ensure optimal store efficiency.Manage the security aspects of day-to-day risks.Ensure adherence to process mandates limits.Ensure all equipment is maintained and conduct checks to ensure all self-service devices are operational.Lead:Participate in the preparation of business performance reports to engage management regularly.Translate business goals into team and personal goals based on team roles and responsibilities.Ensure the team is trained and compliant and has the necessary tools to deliver on their goals.Inspire the use of learning tools and identify development and growth opportunities for individuals and teams.Engage the team on performance through regular discussions on personal and business goals.Be an example to the team and others by bringing the Nedbank values and behaviours to life.Lead through coaching, mentoring, facilitating, and inspiring teams and stakeholders.Ensure and lead consequence management, discipline, and effective employee relations.Manage staff onboarding process for staff to become proficient, confident, and knowledgeable.Essential Qualifications - NQF LevelMatric / Grade 12 / National Senior CertificateMinimum Experience LevelMust have 3 - 6 years Banking, Risk & Regulatory exposureTechnical / Professional KnowledgeCoaching principlesNedbank policies and proceduresOperational proceduresChange managementGovernance, risk and controlsProblem-solving skillsBehavioural CompetenciesBuilding Customer RelationshipsDecision MakingPlanning and OrganizingExecutionCustomer FocusCoachingDelegation and EmpowermentPlease contact the Nedbank Recruiting Team at +27 860 555 566
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