Service Team Leader

About the role

The Service Team Leader is responsible for delivering outstanding client service within the branch, managing service capacity, and ensuring the team meets Nedbank’s service standards. This role combines operational oversight, client engagement, and staff leadership to drive profitability and enhance the client experience.

Key responsibilities

• Lead the service team to meet client needs, manage capacity in real time, and allocate staff efficiently.
• Control controllable expenses such as overtime, stationery, telephone, and travel within agreed budgets.
• Identify client service opportunities, gather feedback, and implement action plans to improve satisfaction.
• Promote digital channel adoption and educate clients on using the Nedbank Money App.
• Oversee compliment and complaint management, ensuring timely resolution.
• Maintain branch risk and compliance standards, including cash handling, security, and equipment upkeep.
• Monitor staff performance metrics, provide coaching, and celebrate exemplary service.
• Prepare and present business performance reports to senior management.

Required profile

• Proven leadership experience in a client‑facing environment.
• Strong analytical skills with the ability to translate business goals into team objectives.
• Excellent communication and interpersonal abilities.
• Solid understanding of risk, compliance, and operational controls.
• Ability to manage budgets and control expenses.

Required skills