Job Vacancies at Nedbank

Job Purpose

• To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations. 

Job Responsibilities
Client Engagement:

• Address any concerns relating to the queue flow or digital devices.
• Assist client to download online applications and resolve any log in issues.
• Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
• Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
• Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
• Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
• Educate clients and potential clients on how to subscribe and service their account.
• Educate clients on self-service, digital functionality and features.
• Facilitate a conversation with the client to assist them to complete their service needs online.
• Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
• Meet, greet, establish and clarify client needs and verify documentation and direct clients.
• Nurture strong, long-standing client relationships.
• Own the client request end to end and route for alternative intervention if not equipped to service the client.
• Provide knowledgeable client service that fosters mutual trust and confidence.

Business Operations:

• Accept and service cash transactions over the counter.
• Action control check list applicable to teller, enquiries and foreign functions daily.
• Balance and secure branch stock holding (e.g. cards).
• Control the queuing process and prioritise clients with special needs.
• Destroy old stock (e.g. cards) identified by reports.
• Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over to couriers.
• Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
• Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies within the store.
• Load cash, balance and provide first line device maintenance and replenishment of consumables of all store devices.
• Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
• Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
• Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).

Risk and Compliance:

• Mitigate risk by controlling counter and drop safe limits according to policy.
• Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.

Nedbank Goals:

• Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
• 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.
• Improve digital enticement and migration volumes to self-service devices and online channels.

Minimum Experience Level

• 1 - 2 years
• Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.

Essential Qualifications - NQF Level

• Diploma

Preferred Qualification

• Banking Services (example, Higher Certificate in Banking Services - NQF5)

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Problem solving skills
• Relationship management
• Nedbank security policies and procedures
• Governance, Risk and Controls
• Forex product

Behavioural Competencies

• Building Customer Loyalty
• Earning Trust
• Collaborating
• Managing Work
• Adaptability
• Stress Tolerance
• Continuous Learning

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Job Purpose

• To manage, analyse, and monitor and report on regulatory, international best practice and reputational risk indicators, trends, typologies, controls and systems, associated with money laundering, terrorist financing, sanctions, proliferation finance, reputational and exchange control risk management and compliance, to ensure regulatory and reputational risks to Nedbank Group are mitigated.

Job Responsibilities

• Manage the likelihood and probability of being imposed with a regulatory risk penalty, criminal liability, FATF grey or blacklisting and/or administrative sanction, through the analyses and monitoring of risk indicators and controls and advise stakeholders
• Ensure the analysis, monitoring and tracking of regulatory risk indicators and controls by providing guidance in highlighting possible risks and ensuring regulatory obligations are met 
• Provide clarity to stakeholders on analysis of risk indicators results and controls related to regulatory requirements and international best practice and advise stakeholders on appropriate outcomes
• Representing the Chief AML, CFT and Sanctions Officer on items related to monitoring and analysis of AML, CFT and Sanctions risk management at relevant governance forums, structures, meetings, engagements & regulatory interactions where required
• Manage the obtaining of statistical and transactional data from relevant systems, reports and data from subsidiaries and stakeholders to monitor the analyses and review of information to ensure accuracy of information and correct processes are followed
• Review internal controls and documentation for quality assurance and ensure corrective action is taken
• Ensure the analysis and accurate identification of risks and gaps to mitigate risks associated with money laundering, terrorist financing, sanctions and exchange control
• Monitor and ensure oversight of risk indicators and controls, feedback and corrective action implemented by reviewing reports through stakeholder engagement and tabled through applicable governance forums and structures.
• Review input into new reports or enhancements to existing reports through gaps identified during analysis of risk indicators and/or controls to ensure risks are exposed and mitigated.
• Ensure the downloading, preparation, sorting, interrogation and interpretation of information and data to identify relevant breached thresholds or intelligence, as to identify potential risks and trends and ensure effective risk management and compliance standards are adhered to.
• Interact with internal and external stakeholders, to build and maintain collaborative relationships and ensure smooth flow of work and alignment of regulatory requirements as set out by South African Reserve Bank (SARB) and Financial Intelligence Centre (FIC)
• Identify training courses and career progression for self and direct reports to improve personal capabilities and to stay abreast of developments in field of expertise
• Ensure all personal development plan activities for self and direct reports are completed to enable effectiveness in performance of roles and responsibilities. 
• Ensure self and team share knowledge of identified risks, in respect of best practice and regulatory risk requirements with stakeholders, during formal and informal interaction, so that relevant upskilling takes place
• Manage reputational risk in terms of clients that are to be terminated due to or maintained with: material reputational risk due to adverse issues (news, transaction analysis, etc) the Nedbank relationship directly, indirectly or through association with the client or their related parties.  This will include liaising with legal advisors (internal and external), managing cross cluster impacts, preparation of presentations to the CIB (and in some case other clusters) High and Reputational Risk Committee (HRRC), Group Reputational Risk Committee (GRRC) and Directors Affairs Committee (DAC)

 
Preferred Qualification

• Bachelor of Commerce Honours:  Accounting and Law

Minimum Experience Level

• 7-10 years’ experience in Exchange Control and foreign exchange.

Technical / Professional Knowledge

• Change management
• Client service principles
• Diversity management
• Financial Accounting Principles
• Governance, Risk and Controls
• Money laundering
• Negotiation techniques
• Operations planning
• Principles of project management
• Relevant regulatory knowledge
• Resource allocation principles

Behavioural Competencies

• Adaptability
• Building Partnerships
• Execution
• Operational Decision Making
• Strategic Planning
• Business Acumen
• Stress Tolerance

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Job Purpose

• To manage; plan and control the Underwriting Department to profitably grow the risk book on an underwriting and administration basis; in line with Nedbank's business strategy

Job Responsibilities

• Ensure the implementation and development of underwriting management strategies.
• Manage and monitor short term underwriting requirements and decisions to ensure cost effectiveness of pricing. 
• Provide input into budget determination around headcount and cost of landing business. 
• Ensure transformational targets are met. 
• 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. 
• Lead organisational change initiatives by providing direction and aligning to strategy and culture. 
• Ensure issues raised in culture surveys are addressed and results are improved. 
• Deliver a world class service through others by ensuring a client centric culture through required interventions. 
• Identify areas of resource inefficiencies and promote optimization through multi-skilling and addressing capacity gaps. 
• Manage adherence to agreed SLAs. 
• Update any service agreement / contracts in place as and when required, including annual review. 
• Make formal presentations to all business stakeholders to promote and enhance stronger business relationship.
•  Collaborate with internal and external clients through attending business meetings and presentations and attending underwriting specific seminars. 
• Manage and monitor short term underwriting decisions. 
• Accept and authorize high levels risks within company guidelines. 
• Develop, implement and update the underwriting rules outcomes based on current approach to specific impairments. 
• Conduct underwriting audits bi-annually to ensure underwriting philosophy and decision-making in keeping with the risk appetite. 
• Ensure automated workflow within the administration system is delivering the desired outcome. 
• Optimize efficiency and embed correct values by ensuring direct reports understand and support Nedbank's vision, values and strategy. 
• Manage performance of direct reports and hold them accountable for managing the performance of their reports by implementing performance agreements and ensuring a clear vision. 
• Maintain a high performing team by identifying a talent pool through conducting career conversations and using the talent grid principles and developing talent retention programmes. 
• Build depth of skills and knowledge in the team. 
• Ensure continuous improvement goals are achieved.

Essential Qualification

• Bachelors Degree in Insurance or Risk Management or similar qualification (NQF 7)
• Higher Certificate or Advanced Certificate in Short Term Insurance 
• and/ or Underwriting qualification
• RE5 and/or RE 1

Essential Certifications

• FAIS Regulatory Examination 1 qualification
• Membership of the Insurance Institute of South Africa (AIISA)

Preferred Certifications

• Membership of the Insurance Institute of SA (AIISA)

Minimum Experience Level

• 7 to 10 years in Short Term Underwriting (Personal Lines) with a minimum of 3 years in a Senior underwriter / management role. 

Technical / Professional Knowledge

• Business administration and management
• Change management
• Financial Accounting Principles
• Governance, Risk and Controls
• Organisational behaviour theory
• Relevant regulatory knowledge
• Strategic planning
• Management information and reporting principles, tools and mechanisms
• Quality management and lean methodologies
• Medical and Financial Knowledge

Behavioural Competencies

• Adaptability
• Aligning Performance for Success
• Coaching
• Decision Making
• Building partnerships
• Driving for Results
• Planning and Organizing