Hybrid Manager Quality Assurance (Johannesburg, ZA) at Nedbank

Manager Quality Assurance

Requisition: 141132

Title: Manager Quality Assurance

Location: Sandton

Closing Date: 7 August 2025

Specialist Recruiter: William Mtsweni

Job Family

Career Stream

Leadership Pipeline

Job Purpose

To effectively manage Quality Assurance to retain current and new clients, minimise Operational Risk as well as Reputational Risk for Nedbank and enabling and growing the team. Aligning client expectations with current deliverables to identify and drive process changes, system changes and development required to create a superior product and client satisfaction.

Job Responsibilities

• Manage the day to day functioning of a team of quality assessors.
• Identify risk and implement mitigating factors and manage implementation of plans.
• Conduct root cause analysis to identify source of client frustrations.
• Share 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 worldclass 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.
• Asses 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 Level

Preferred Qualification

• Relevant Bachelors Degree with a preference on Communication skills.

Minimum Experience Level

• 2 Years experience in Quality Assurance.
• Experience in QA Reporting and Data Analysis
• 3 years experience in leadership

Technical / Professional Knowledge

Behavioural Competencies