Snr Manager Client Service
Snr Manager Client Service
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1 Vacancy
Job Description
Senior Manager Client Services
Requisition: 141131
Title: Senior Manager Client Services
Location: Sandton
Closing Date: 7 August 2025
Specialist Recruiter: William Mtsweni
Job Family
Career Stream
Leadership Pipeline
Job Purpose
To lead and manage the MFC call centre operations ensuring efficient service delivery regulatory compliance and a customer-centric culture. The role demands strategic oversight of servicing and client retention processes with a strong focus on performance metrics and operational excellence.
Job Responsibilities
Team Leadership & Development:
- Manage a team of call centre agents and team leaders across inbound outbound and collections functions
- Drive performance through coaching mentoring and structured development plans
- Handle disciplinary processes and employee relations
Operational Oversight:
- Oversee daily operations including call flow workforce scheduling and real-time monitoring
- Ensure SLA and KPI targets are consistently met (e.g. first-call resolution customer satisfaction)
- Implement an Optimal workflow
Compliance & Risk Management:
- Ensure adherence to financial services regulations (e.g. POPIA NCR NCA)
- Monitor call quality and data handling practices
- Address escalated customer complaints and ensure resolution within regulatory timelines
Reporting & Analytics:
- Produce weekly/monthly reports with actionable insights for senior leadership
- Analyze customer trends agent performance and operational bottlenecks
- Recommend strategic improvements based on data
Process & Technology Optimization:
- Lead initiatives to automate and streamline call centre processes
- Collaborate with IT and business units to enhance system capabilities
- Drive innovation in customer engagement strategies
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Post Graduate Qualification in Call Centre Management or Business Studies.
Minimum Experience Level
- Minimum 7 years in call centre management preferably in financial services or vehicle asset finance
- Experience managing customer service teams or other operations areas
- Strong reporting and data analysis skills
- Knowledge of Nedbank systems and MFC products (advantageous)
Technical / Professional Knowledge
- Call centre design infrastructure and practices
- Strategic planning
- Financial Accounting Principles
- Management information and reporting principles tools and mechanisms
- Organisational behaviour theory
- Business terms and definitions
- Communication Strategies
- Employee training/development
- Talent management
- Quality management and lean methodologies
Behavioural Competencies
- Customer Focus
- Driving for Results
- Planning and Organizing
- Facilitating Change
- Business Acumen
- Decision Making
Please contact the Nedbank Recruiting Team at
Required Experience:
Manager
Employment Type
Full Time
