Career Opportunities at Nedbank

Job Purpose

Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.

Job Responsibilities

Client Engagement:

• Respond to client needs by offering the right service and solution.
• Build client trust by applying your expertise and experience to do good for your client.
• Educate clients and potential clients on how to subscribe and service their account.
• Treat clients with respect, build trust, show care and humility in all client interactions.
• Help clients achieve their goals and grow financially.
• Own the client request end to end and route for alternative intervention if not equipped to service the client.
• Entrench clients and deliver value through cross selling.
• Facilitate the sales process by informing clients of the product features and benefits.
• Document client needs analysis and provide corresponding product solutions.
• Obtain referrals from existing clients as well as leads from other business units.
• Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
• Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
• Collaborate with internal stakeholders to provide complete financial solutions for clients.
• Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
• Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
• Act with a client first mindset in all client engagements.

Nedbank Goals:

• Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures, and policies.
• Develop, retain, and grow the business by delivering against individual and team goals that support a positive client experience.
• Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
• Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
• Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
• Support the achievement of the sales and service strategy objectives and values.
• Enable Nedbank's strategy of being financial experts who do good.
• Covert leads into sustainable business for Nedbank in a responsible manner.

Risk and Compliance:

• Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
• Report suspicious transactions to the relevant department.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
• Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
• Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.

Essential Qualifications - NQF Level

• Diploma
• Matric / Grade 12 / National Senior Certificate

Minimum Experience Level

• Relevant 1 - 2 years Retail/Banking Client Service, Sales, Relationship experience

Preferred Qualification

• Relevant FAIS Approved Qualification

Technical / Professional Knowledge

• Product sales skills
• Sales Strategies
• Product Knowledge
• Customer service principles
• Nedbank policies and procedures
• Customer relationship management

Behavioural Competencies

• Building Customer Loyalty
• Building Trusting Relationships
• Sales Persuasion
• Technology Savvy
• Planning and Organizing
• Adaptability
• Applied Learning

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Job Purpose

To lead the strategic approach in unlocking the Micro Market banking potential and opportunities and to drive Cross Channel Collaboration within and beyond the Micro Market; to network and build individual and business relationships; and to lead and manage staff in a Mega store and in reporting line Small Format stores to deliver outstanding Service and Sales in line with Bank strategy.

Job Responsibilities

• Achieve Mega Branch, node and medium to high complex Micro-market sales growth objectives. 
• Enable the identification and communication of sales opportunities and own the strategic approach for the micro-market with sales and service teams across all store types (i.e. Mega/ home; Express; Boxer full Service; Easy Access; Boxer Acquisition). 
• Drive client acquisition and increase digital market activity across the community. 
• Ensure micro market growth and business profitability reports, address gaps and ensure momentum to meet objectives. 
• Craft the Micro Market sales and service strategy based on a complete understanding of the market dynamics and interpretation of the Micro Market MI.
• Collaborate with other leaders in the Micro Market to execute on the strategy.
• Encourage micro market teams to make banking simple, convenient, and progressive for clients and ensure Nedbank is trusted and connected to clients. 
• Build community networks and partnerships through active participation where community needs are discussed.
• Analise client feedback reports from Service teams and address/ action plan and root causes with teams to achieve service excellence goals
• Enhance client experience aligned to the Nedbank brand pillars by ensuring that all stores meet the defined service standards and corporate image requirements. 
• Drive staff to educate clients to shift towards transacting and servicing through digital channels and focus on increasing digital activity across the Micro-Market through creating and implementing digital activation strategies. 
• Ensure Key Individual (KI) and line manager FAIS responsibilities are executed as per compliance guidelines.
• Manage overall operational activities as per the Branch Risk Observation Training Analysis (BROTA), Control Check list, branch cash holdings, Document Management Portal and compliance training. 
• Monitor Risk and Compliance reports and act on key risk and non-compliance matters.
• Embrace workforce and queue management to ensure optimal store efficiency. 
• Ensure adherence to process mandates limits.
• Act as the overseeing body for the Nedbank MEGA branch as well as the Small Format reporting line branches to the Mega. Owns the Risk and Compliance performance for the Micro-Market and/or node.
• Ensure that Organisational Health and Safety (OHASA) responsibilities are executed as per OHS guidelines for the Mega store, nodes and the entire Micro Market.
• Manage audit/monitoring outcomes and issues raised to ensure timely implementation of agreed actions.
• Translate business goals into team and personal goals based on team roles and responsibilities for all store types in Micro Market (Mega branch, node and Micro-market responsibility).
• Inspire the use of learning tools and identify development and growth opportunities for staff in the Mega branch, node and Micro-market.
• Lead the execution efforts in the micro market by enabling the management teams to coach, mentor and facilitate staff sales and service capabilities.
• Lead a Micro market of squad members that operate both in branch and out in market to unlock and fulfil on opportunities that supports achieving performance goals.
• Lead and co-ordinate all sales and service activities across the Micro market as to where the foot-fall demands are in order to achieve performance goals.
• Drive Cross Channel Collaboration (ecosystem approach) to plan and organise resources to fulfil on new opportunities within the micro market.
• Create the cadence and rigour by facilitating agile rituals and ceremonies within the micro market to achieve performance goals.
• Encourage the voice of squad members to raise pain points, provide feedback on competitors and challenge status quo to ensure continuous improvement in the ways of work within team

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree

Preferred Qualification

• Commercial degree

Preferred Certifications

• Regulatory KI Exam (RE1)

Minimum Experience Level

• 5 years experience in a client facing retail banking environment with 5 years people management experience.

Technical / Professional Knowledge

• Customer Service
• Sales Strategies
• Performance Management
• Coaching Principles
• Brand Marketing
• Competitor Analysis
• Data Analysis