Hybrid Client Service Manager : Internal Client Service Manager : Internal with verification
Nedbank · Johannesburg, Gauteng, South Africa · nan, · Hybrid
About the job
Job Purpose
To be the direct contact between the external customer and Nedbank to build and maintain relationships according to the TS, CIB and Nedbank customer and sales strategy. Provide personal and customised operational and servicing support to the CIB TS client to best meet their needs across the end-to-end product, channels and solutions life cycle in line with Nedbank's client service strategy. Facilitate all aspects of enablement and servicing for TS CIB clients to ensure the successful implementation and usage by the client of the products, channels and solutions.
Job Responsibilities
Financial
Increase business revenue by identifying opportunities to expand existing business or generate new business through interacting with clients.
Provide further service offerings, beyond the current product suite to grow the client base and product utilisation across Nedbank.
Constantly look to identify efficiency improvements by reviewing and adapting the quality of client servicing support processes.
Customer
Understand the assigned sector client needs, touchpoints and trends to provide a world class support service.
Align and adapt business processes to deliver best practice customer experiences through consultation and collaboration with business stakeholders.
Ensure service standards are adhered to and that clients are retained through daily and ongoing communications.
Drive client satisfaction through effective first call resolution and evaluate client feedback using the information to make the necessary changes to ensure a world class support service is provided.
Take responsibility for daily client service management and support the transactional banking value proposition while ensuring client satisfaction and ultimately achieve overall business objectives and deliver solutions for our clients in line with Nedbank business strategy.
Act as trusted partner to achieve better customer service and business results by exceeding service level requirements.
Interrogate clients' own business processes by physically walking through their business processes to identify gaps.
Ensure to follow through relevant tasks by monitoring and verifying the process flow till completion.
Ensure that escalated queries are accompanied with adequate information (i.e. screenshots, time stamps, etc.) obtained from remote sessions held (where relevant) and that the correct DTs and FAQs were referenced to attempt assistance.
Assist clients with both onboarding and enablement digital self-service recommendations to drive the Digital First strategy of Nedbank thereby enhancing the client’s online experience.
Stakeholder Management
Collaborate and build effective networks across Nedbank to address the client need.
Manage relationships with clients, service providers and internal stakeholders.
Support TS Sales in all escalated admin-related issues.
Maintain sector based networks.
Collaborate with business partners by sharing expert knowledge and information obtained from client engagements.
Develop and maintain collaborative relationships with internal and external stakeholders by actively managing call programs and client expectations.
People
Teamwork and collaboration - Building relationships with TS Service Support Specialists and Client Service Support Specialists.
Make decisions and recommend tailored solutions to specific problems.
Challenge the status quo to drive continuous improvement.
Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression opportunities for self with input from management.
Job Responsibilities Continue
People Specification
Essential Qualifications - NQF Level
Honours degree in business management or equivalent.
Essential Certifications
Preferred Certifications
Minimum Experience Level
10+ years experience in financial services or client service industry within a sales role
Technical / Professional Knowledge
To be the direct contact between the external customer and Nedbank to build and maintain relationships according to the TS, CIB and Nedbank customer and sales strategy. Provide personal and customised operational and servicing support to the CIB TS client to best meet their needs across the end-to-end product, channels and solutions life cycle in line with Nedbank's client service strategy. Facilitate all aspects of enablement and servicing for TS CIB clients to ensure the successful implementation and usage by the client of the products, channels and solutions.
Job Responsibilities
Financial
Increase business revenue by identifying opportunities to expand existing business or generate new business through interacting with clients.
Provide further service offerings, beyond the current product suite to grow the client base and product utilisation across Nedbank.
Constantly look to identify efficiency improvements by reviewing and adapting the quality of client servicing support processes.
Customer
Understand the assigned sector client needs, touchpoints and trends to provide a world class support service.
Align and adapt business processes to deliver best practice customer experiences through consultation and collaboration with business stakeholders.
Ensure service standards are adhered to and that clients are retained through daily and ongoing communications.
Drive client satisfaction through effective first call resolution and evaluate client feedback using the information to make the necessary changes to ensure a world class support service is provided.
Take responsibility for daily client service management and support the transactional banking value proposition while ensuring client satisfaction and ultimately achieve overall business objectives and deliver solutions for our clients in line with Nedbank business strategy.
Act as trusted partner to achieve better customer service and business results by exceeding service level requirements.
Interrogate clients' own business processes by physically walking through their business processes to identify gaps.
Ensure to follow through relevant tasks by monitoring and verifying the process flow till completion.
Ensure that escalated queries are accompanied with adequate information (i.e. screenshots, time stamps, etc.) obtained from remote sessions held (where relevant) and that the correct DTs and FAQs were referenced to attempt assistance.
Assist clients with both onboarding and enablement digital self-service recommendations to drive the Digital First strategy of Nedbank thereby enhancing the client’s online experience.
Stakeholder Management
Collaborate and build effective networks across Nedbank to address the client need.
Manage relationships with clients, service providers and internal stakeholders.
Support TS Sales in all escalated admin-related issues.
Maintain sector based networks.
Collaborate with business partners by sharing expert knowledge and information obtained from client engagements.
Develop and maintain collaborative relationships with internal and external stakeholders by actively managing call programs and client expectations.
People
Teamwork and collaboration - Building relationships with TS Service Support Specialists and Client Service Support Specialists.
Make decisions and recommend tailored solutions to specific problems.
Challenge the status quo to drive continuous improvement.
Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression opportunities for self with input from management.
Job Responsibilities Continue
People Specification
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Professional Qualifications/Honour’s Degree
Honours degree in business management or equivalent.
Essential Certifications
Preferred Certifications
Minimum Experience Level
10+ years experience in financial services or client service industry within a sales role
Technical / Professional Knowledge
- Capacity planning
- Change management
- Client service management
- Communication Strategies
- Diversity management
- Employee training/development
- Organisational behaviour theory
- Principles of project management
- Stakeholder management
- Aligning Performance for Success
- Building Partnerships
- Decision Making
- Broadening Business Value
- Building partnerships
- Guiding Sales Opportunities
