Manager: Queries at Nedbank

Job Purpose

• To maximise the reduction and resolution of queries through the application of Legal / Risk management processes in order address client queries.

Job Responsibilities

• Resolution of client queries by meeting the relevant agreed Service Level Agreements.
• Meet monthly individual and team performance targets by proactively managing the portfolio.
• Build and maintain effective working relationships with internal and external stakeholders by providing support, communicating effectively, and conducting self professionally.
• Create world-class customer service by resolving queries effectively within turnaround times.
• Drive efficiency of team delivery by planning and executing business strategies and reviewing daily reports.
• Manage performance, skills, and knowledge of the team by conducting on the job training, counselling, and coaching.
• Enhance policies and procedures by recommending and making submissions to the relevant parties with supporting documentation.
• Adapt to changes in Legislation by staying up to date, attending industry related workshops and information sessions.
• Maintain and improve professional and ethical reputation by enforcing compliance to regulations, policies, and procedures.
• Manage performance of external stakeholders by operating within the specified parameters, mandate, and Service Level Agreements (SLA).
• Identify team performance gaps by conducting performance evaluations and analysing performance data from the Management Information System (MIS).
• Implement business risk management practices by identifying and assessing the risk and take appropriate action.
• Support the achievement of the business strategy, objectives, and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems, process, services and solutions are aligned.
• Identify training courses and career progression for self through input and feedback from management.
• Ensure all personal development plan activities are completed within specified timeframe.
• Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
• Obtain buy-in for developing new and/or enhanced processes (e.g., operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
• Participate and support corporate responsibility initiatives for the achievement of business strategy.
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Relevant Diploma or Degree.

Minimum Experience Level

• 5 years’ experience in recoveries / collections industry
• 3 years team leader or people management experience