Job Purpose
To support business objectives by managing fulfilment of requests from clients and staff in order to achieve business results with effective level of client satisfaction and risk management. To carry out strategic planning, team leadership, and the management of key operational areas, including local payments, cash center operations, offsite ATM management, and administrative functions.
Job Responsibilities
- Formulate and implement operational strategies to achieve the bank’s goals
- Manage financial loses by ensuring correctness, accuracy of flow of information
- Ensure achievement of financial targets by meeting client service standards and efficiencies
- Serve subordinates by effective performance management i.e. managing top and under performers
- Build and maintain warm working relationships with peers and managers through regular interaction and teamwork.
- Ensure sound relationships with external stakeholders by managing client and stakeholder expectations through appropriate communication and forums.
- Ensure effectiveness of processes by tracking, measuring and analysing data relating to work processes.
- Check and ensure capacity meets business requirements by effectively planning for demand.
- Ensure team efficiency by monitoring productivity and highlight inefficiencies in processes.
- Improve efficiency by looking at ways of re-engineering processes.
- Manage service level agreements with all stakeholders through regular monitoring of efficiencies and engagement with stakeholders.
- Ensure delivery by using the correct systems and access levels.
- 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.
- Create an environment to motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
- Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
- Contribute to team effectiveness by following the recruitment process when recruiting talent.
- Ensure that development plans for self and team are implemented and met
- Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes.
- Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
- Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
- 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.
- 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.
Job Responsibilities Continued
- Local payments: Oversee the processing and settlement of local payments, ensuring accuracy and timeliness. Implement and monitor controls to mitigate risks associated with payment processing.
- Cash Center Management: Manage the operations of the cash center, including cash handling, storage, and distribution. Ensure compliance with security protocols and regulatory requirements
- Offsite ATM Management: Oversee the maintenance and replenishment of offsite ATMs to ensure continuous availability. Monitor ATM performance and address any operational issues promptly
Preferred Qualification
Bachelor’s or Master’s degree in Finance, Business Administration, or a related field
Minimum Experience Level
- Proven experience in bank operations or a similar role, typically 5+ years.
- Demonstrated track record of leadership and strategic planning.
- Excellent analytical and problem-solving abilities.
- Knowledge of local payment systems, cash handling procedures, and ATM operations
Technical / Professional Knowledge
- Financial Accounting Principles
- Performance management
- Business administration and management
- Staff resource planning
- Operations planning
- Employee training/development
- Diversity management
- Relevant Nedbank product knowledge
- Relevant regulatory knowledge
- Governance, Risk and Controls
- Change management
- Principles of project management
- Business writing skills
- Management information and reporting principles, tools and mechanisms
- Service level agreements
- Consumer behaviour
- Client Service Management
- Client service principles
- Organisational systems
Behavioural Competencies
- Building Partnerships
- Planning and Organizing
- Building talent
- Delegation and Empowerment
- Coaching
- Leading Change