Service Team Leader

About the role

The Service Team Leader is responsible for delivering outstanding client services within the branch, managing service capacity, and ensuring the branch’s administrative and service portfolio runs smoothly. This role focuses on enhancing client experience, controlling expenses, and driving service excellence aligned with Nedbank’s brand pillars.

Key responsibilities

• Identify and support service opportunities, collaborating with service teams across branch types to grow profit and market share.
• Manage controllable expenses such as overtime, stationery, telephone, and travel within agreed financial parameters.
• Engage with clients to understand their service needs, promote digital channel usage, and handle compliments and complaints.
• Monitor staff client ratings, provide coaching, and celebrate excellent service behavior.
• Oversee operational activities, cash handling, risk and compliance reporting, and ensure all self‑service devices are operational.
• Lead the team by translating business goals into personal objectives, preparing performance reports, and ensuring training and compliance.

Required profile

Required skills

What we offer

• Opportunity to lead a dynamic service team in a reputable financial institution.
• Exposure to client‑focused initiatives and digital transformation projects.