To inculcate a service and change governance culture by defining and executing a Service Model and Framework. Manage and measure continuous improvements and enhancements of service delivery by building Service Management competency within department and managing relationships with all stakeholders to support the achievement of the business strategy, objectives and values through the relevant processes and governance frameworks. Propose improvements to the current business process and operations environment Job Responsibilities Implement Service Management Strategies. Execute service objectives aligned to Cluster and business needs in accordance with cost, time and resources. Develop and manage stakeholder relationships to support business strategies that promote service offering / delivery across multiple channels and functions. Facilitate regular stakeholder engagements that enhance and expand Services Delivery Measurement and NPS adoption through reporting, analytics and benchmarking. Build Strategic Service Management BI analytics capability that enables business insights and decision making. Share knowledge and industry trends. Obtain buy-in for developing new and / or enhanced processes that will improve the functioning of stakeholder businesses. Enable client and stakeholder value through effective service delivery facilitated by Service Managers and technology enablers. Achieve meaningful cross cluster / departmental synergies and unlock efficiencies and opportunities. Manage business changes effectively enabled through an Integrated Change Governance framework. Manage effective and efficient system, process and people related improvements. Manage associated risks. Deliver client value through alignment with strategic intent. Job Responsibilities Ensure the customer services portfolio reflects the emerging needs of the customer and is transparently presented. Optimise customer information technology spend across the service portfolio's. Ensure customer information technology spend is optimised across the service portfolio's and managed for added value. Manage communication strategies that enhance internal and external communications channels with specific relevance to assigned portfolio. 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. Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff. Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives. 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. Job Responsibilities Continue Stay up-to-date with banking regulations and ensure that all onboarding and servicing activities comply with this Continuously evaluate and propose enhancements to onboarding processes to streamline operations Deliver client value through alignment with strategic intent. Achieve operational excellence by supporting the implementation of business optimisation Improvement. Undertake root cause analysis of errors or client complaints Propose initiatives to achieve first time right Essential Qualifications - NQF LevelMatric / Grade 12 / National Senior CertificatePreferred Qualification Degree Minimum Experience Level 5-8 years Financial or service industry experience with a least 5 years in a senior management role Working Knowledge of current compliance regulations. E.g FICA, FATCA, AML etc Technical / Professional KnowledgeChange managementCommunication StrategiesResearch methodologyData Analysis and InterpretationBusiness AcumenPrinciples of financial managementPrinciples of project managementCommunicationCustomer FocusDriving for ResultsFacilitating ChangeGuiding Team SuccessPlanning and Organizing--------------------------------------------------------------------------------------- Please contact the Nedbank Recruiting Team at +27 860 555 566 If you can't find the job you're looking for, activate job alerts to be one of the first to know when new positions open up. Nedbank Ltd Reg No 1951/000009/06.Authorised financial services and registered credit provider (NCRCP16). For assistance please contact the Nedbank Recruiting Team at +27 860 555 566#J-18808-Ljbffr