Job Purpose

• 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.

Job Responsibilities

• Implement Service Management Strategies.
• Execute service objectives aligned to Cluster and business needs in accordance with cost, time and resources.
• Manage operational costs and project drivers in accordance with defined budgets and targets.
• 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.
• 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.
• Facilitate optimal functional service delivery.
• 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.
• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.
• 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.
• Maintain a capable high performing team and  ensure an environment for optimal performance is created.
• Ensure transformational target are met  for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list.
• 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.

Essential Qualifications – NQF Level

• Advanced Diplomas/National 1st Degrees

Minimum Experience Level

• 5-8 years Financial or service industry experience with an least 5 years in a senior management role