Team Leader, Client Service - Nedbank

eg. Accountant or Accounting or Kempinski



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Job Description: Responsibilities & Requirements


Job Purpose

To minimise financial and reputational risk exposure relating to administration functions for internal and external stakeholders within Nedbank through enabling others.

Job Responsibilities

  • Build strong relationships with external stakeholders by identifying needs; paying on time; resolving queries timeously; networking and regular communication.
  • Build and maintain working relationships by fostering collaboration; ongoing communication; assigning responsibility and accountability and sharing relevant information.
  • Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
  • Participate in the development and implement action plans to address issues raised in culture surveys to improve results.


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  • Address issues raised in culture surveys by participating in the development and implementation of action plans.
  • Create a client service culture through various required interventions.
  • Support and encourage staff to participate and support corporate responsibility initiative.
  • Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
  • Encourage team to generate innovative ideas and share knowledge.
  • Improve turn-around times by mentoring staff and measuring performance according to SLAs.
  • Contribute to Business unit profitability by preventing and minimizing financial losses and monitoring expenses.
  • Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.
  • Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
  • Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
  • Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
  • Contribute to team effectiveness byfollowing the recruitment process when recruiting talent.
  • Maintain a capable high performing team andensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes (e.g rotation).
  • Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
  • Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
  • Meet team objectives by scheduling and coordinating staff and resources according to daily SLAs.
  • Improve team performance by identifying staff performance gaps from assessment evaluations; analysing performance data from the Management Information System (MIS); mentor and coach.
  • Drive workflow efficiency by reviewing work for quality; constantly checking and monitoring systems; allocating resources; organising staff and coordinate activities according to work volumes.
  • Resolve work obstacles by investigating; identifying root cause; selecting best alternatives and provide feedback to relevant stakeholders.

Minimum Experience Level

2-3 years people management experience in financial risk and process management

Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate


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Preferred Qualification

National Diploma: Financial Management , Matric / Grade 12 / National Senior Certificate

Type of Exposure

  • Communicating job requirements and performance standards to others
  • Checking performance data to measure employee performance
  • Working with clients to solve client problems
  • Enforcing disciplinary actions against employees
  • Investigating and reviewing processes to improve client satisfaction
  • Assuming a key leadership role
  • Coaching and mentoring of others
  • Recruiting and staffing
  • Providing constructive feedback to employees
  • Managing business risks

Technical / Professional Knowledge

  • Business administration and management
  • Client service management
  • Communication Strategies
  • Consumer behaviour
  • Financial Accounting Principles
  • Governance, Risk and Controls
  • Principles of project management
  • Relevant Nedbank product knowledge
  • Staff resource planning
  • Management information and reporting principles, tools and mechanisms


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Behavioural Competencies

  • Aligning Performance for Success
  • Coaching
  • Customer Focus
  • Facilitating Change
  • Guiding Team Success
  • Delegation and Empowerment
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