Job Vacancies at Nedbank

Job Purpose

To be the direct contact between the external customer and Nedbank to build and maintain relationships according to TS and CIB customer and sales strategy. Provide operational and servicing support to the CIB TS client to best meet their needs across the end-to-end products, channels and solutions life cycle in line with Nedbank's client service strategy. Provide quality and accurate business administrative support services to internal and external stakeholders enabling TS, CIB and Nedbank to achieve its business goals. Be part of the retention strategy of TS, CIB and Nedbank by ensuring exceptional servicing support is provided to enhance the client's experience, aligning to the TS CIB client value propositions.

Job Responsibilities

Financial: 

• Increase business by identifying opportunities to expand existing business or generate new business through interacting with clients.  
• Provide effective and valuable client support by resolving client queries at first call resolution level to ensure revenue profitability for TS, CIB and Nedbank.  
• Provide further service offerings, beyond the current product suite to grow the client base and product utilisation across Nedbank.  

Customer: 

• Understand the assigned sector client needs, touchpoints and trends to provide a world class support service.  
• Support and resolve client issues and problems as they occur by investigating, using remote tools to better understand the issue and recommending value-adding solutions to solve the matter at first call resolution level.  
• Act as a trusted partner to achieve better customer service and business results by exceeding service level requirements.  
• 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.  
• Ensure that complaints handling and ad-hoc request logging through to other areas within the Nedbank Group are effectively dealt with to close the loop back to the client. 
• Meet and exceed internal and external client needs by timeously responding and addressing queries within the Service Level Agreement (SLA). 
• Communicate daily and consistently as per client agreement to ensure service standards are adhered to and that clients are retained.  
• Deliver a world class service. 
• 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 first call resolution. 

Stakeholder Management: 

• Build relationships to enable the effective negotiation with relevant stakeholders on behalf of the client to meet the client’s requirements in a mutually beneficial way.  
• Collaborate and build effective networks across Nedbank to address the client need.  
• Support TS Sales in all escalated client servicing support related issues. 

People: 

• Teamwork and collaboration - Building relationships with TS Service Support Specialists and Internal Bankers. 
• 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.  
• Focus on reducing the need to escalate queries by continuously upskilling oneself and driving to address client issues on first call resolution level. 
• Essential Qualifications - NQF Level
• Diploma
• Preferred Certifications

Minimum Experience Level

• 3 - 5 years’ experience in a similar or related industry 
• 3 - 5 years client servicing experience

Technical / Professional Knowledge

• Communication Strategies
• Data analysis
• Governance, Risk and Controls
• Nedbank policies and procedures
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Cluster Specific Operational Knowledge
• Credit and risk Knowledge
• Behavioural Competencies
• Building Partnerships
• Earning Trust
• Energy
• Facilitating Change
• Innovation
• Work Standards
• Planning and Organizing
• Customer Focus

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Job Purpose

To ensure that the production/ service delivery meets set objectives as per the Service Level Agreements (SLA's), customise, and to maintain and support Enterprise Systems Management tool in order to ensure availability, scalability and sustainability, in line with Nedbank business strategy.

Job Responsibilities

• Keep abreast of legislation and other industry changes that impacts on role
• Understand and embrace the Nedbank vision and values
• Ensure that own contribution and participation contributes to the achievement of team goals
• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI
• Stay abreast of developments in field of expertise, ensuring personal and professional growth
• Understand and embrace the Nedbank vision and values, leading by example
• Ensure knowledge management, continuity and team success through constructive participation in a diverse team and sharing knowledge with team
• Build internal relationships by engaging with team members and provide timeous and effective feedback on any operational issues
• Ensure client needs are addressed
• Assist clients by providing consistent second level support and troubleshooting
• Ensure smooth work flow
• Identify opportunities to improve or enhance processes, adding value to Nedbank
• Identify remedial and/or enhancement actions by providing and analysing MIS information
• Monitor the trends of system activity and work with colleagues to agree policies and procedures, for future system enhancements
• Ensure compliance to standards
• Guide and perform daily operational work requirements within existing policies, processes and procedures
• Ensure the stability of ESM technologies within existing processes, procedures and policies
• Ensure problems are solved effectively
• Ensure recurring incidents are managed appropriately to resolution. Ensure that all standards are observed and procedures are documented and carried out in a timely manner
• Propose and implement consequent improvements by monitoring and reviewing performance, throughput, availability, and exceptional incidents
• Research and understand product roadmaps
• Provide input to enhancement by participating in the planning and implementation of upgrades and fixes
• Ensure work is completed to plan
• Ensure that all standards are observed and procedures are carried out timeiously, so that all systems functionality and data is accurate
• Deliver agreed expense budget by ensuring that overtime spend is kept within budget, tracking monthly attendance and leave schedules, and managing all claims and telephony expenses

People Specification

• Essential Qualifications - NQF Level
• Matric / Grade 12 / National Senior Certificate
• Preferred Qualification
• IT Diploma or Degree; Product certification

Essential Certifications

• Certification applicable to relevant technology
• Preferred Certifications

Minimum Experience Level

• 3-5 years IT industry with 2-3 of these years in systems management

Technical / Professional Knowledge

• Administrative procedures and systems
• Data analysis
• Microsoft Office
• Relevant regulatory knowledge
• Business writing skills
• Information Technology concepts
• Role relevant related technologies
• Multiple operating system
• Computer Literacy
• Performance monitoring and tuning
• Behavioural Competencies
• Applied Learning
• Collaborating
• Customer Focus
• Initiating Action
• Work Standards
• Managing Work

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Job Purpose

To develop and monitor the implementation of the Operational Risk Management Framework in Nedbank CIB Markets and its subsidiaries to comply to regulatory requirements and ensure alignment to international best practice. 

Job Responsibilities

• Deliver on the Group Operational Risk Management (GORM) strategies and annual business plans aligned to regulatory requirements and take corrective action, where necessary.
• Provide input into the enhancement of the Operational Risk Management Framework (ORMF), methodologies, policies, processes and provide guidance to address operational risk challenges in Nedbank and its subsidiaries.
• Improve the effectiveness and relevance of internal and external loss operational risk data.
• Review outcome of operational risk practices of stakeholders.
• Monitor and analyse major operational risk losses and control breakdowns.
• Identify regulatory changes and potential future operational risks.
• Engage with stakeholders to understand their operational risk.
• Develop and maintain partnerships with stakeholders to facilitate accomplishments of operational risk objectives.
• Become a trusted advisor to, and influence decision making of stakeholders by providing an advisory service, guidance and support on operational risk management practices.
• Facilitate collaboration between stakeholders.
• Collaborate and maintain relationships internally.
• Build and maintain relationships with relevant regulators and other assurance providers.
• Contribute to a culture of transformation by participating in Nedbank culture building.
• Identify opportunities to influence the improvement or enhancement of business processes and methodologies.
• Provide input into, and advice on the alignment between regulatory capital and Nedbank Clusters' risk profile and risk appetite.
• Provide input, related to Operational Risk deliverables, into the GORM budget in line with Finance requirements and business plans.
• Contract deliverables, services and pricing with Nedbank Clusters and agree transfer pricing allocation to Clusters.
• Use budget allocation effectively by implementing enhancements to operational risk management (ORM) practices and improve efficiencies.
• Review Nedbank and Business Unit Plan and ensure delivered systems, process, services and solutions are aligned to support the achievement of the business strategy, objectives and values.
• Identify training courses and career progression opportunities to improve personal and professional capability.
• Ensure all personal development plan activities are completed within specified timeframe.
• Share operational risk related knowledge, resources and practices with team and stakeholders.
• Obtain buy-in for developing new and/or enhanced processes that will improve the functioning of stakeholders' businesses.

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• Chartered Accountant , Advanced Diplomas/National 1st Degrees

Minimum Experience Level

• 5 - 8 years experience in Risk, Governance and Auditing and/or 8 - 10 years experience in banking and/or insurance

Technical / Professional Knowledge

• Cluster specific operations
• Communication Strategies
• Governance, Risk and Controls
• Operational risk management
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Technologies
• Behavioural Competencies
• Adaptability
• Building Partnerships
• Communication
• Decision Making
• Stress Tolerance
• Technical/Professional Knowledge and Skills

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Job Purpose

To provide specific insights into all the functions of the Nedbank Group in order to enable informed decision making at all levels.

Job Responsibilities

• Conduct research by undertaking and documenting feasibility and impact study.
• Create a proposed solution based on the Business Requirements Definition (BRD).
• Produce a High Level Design (HLD) using the BRD.
• Deliver final solution by obtaining customer acceptance and sign off.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Engage and agree proposed solution as contained in High Level Design (HLD) Document by iterative engagements with clients.
• Conduct regular feedback sessions with developers to ensure alignment with technical specifications.
• Build collaborative relationships by assisting team with resolutions of technical issues.
• Adhere to the customer engagement model by communicating new or changed solutions.
• Keep customer satisfied by providing regular feedback sessions and defining the relevant operational level agreements (OLA).
• Ensure work is completed on time by adhering to the deadlines as per the Task Request System (TRS).
• Gather and document business requirements (BRD) by facilitating information gathering sessions with the customer.
• Produce the technical specification document by identifying and analysing relevant data sources; documenting and applying business rules; creating the dimensional model and cube design.
• Explain the design to the front and back end developers by facilitating technical sessions.
• Produce report/ dashboard specification document by engaging with client and developers.
• Ensure quality of output and alignment to requirements by conducting / coordinating unit; integration and user acceptance testing.•Ensure compliance by adherence to standards; policies and procedures throughout the development lifecycle.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managersEnsure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.

Minimum Experience Level

• 3 - 5 years experience in IT and BI environment
• Power BI and SQL experience
• Essential Qualifications - NQF Level
• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Bachelor of Science: Information Technology , Matric / Grade 12 / National Senior Certificate

Type of Exposure

• Developed and Implemented Communications Strategy
• Built and maintained stakeholder relationships
• Improved Processes and Culture
• Manage internal process
• Managed Transformation and Innovation
• Managed Relationships
• Researcher
• Managed self

Technical / Professional Knowledge

• Administrative procedures and systems
• Business principles
• Business terms and definitions
• Communication Strategies
• Data analysis
• Governance, Risk and Controls
• Industry trends
• Microsoft Office
• Principles of financial management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Research methodology
• Decision-making process
• Business writing skills
• Cluster Specific Operational Knowledge
• IT / Banking knowledge
• IT / Banking procedures
• Behavioural Competencies
• Applied Learning
• Building Partnerships
• Decision Making
• Quality Orientation
• Technical/Professional Knowledge and Skills
• Collaborating