Nedbank Accounting / Finance Jobs in Johannesburg
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Job Purpose
To log, investigate and respond to all client complaints received at Nedbank in line with the business strategy.
Job Responsibilities
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: staff surveys etc).
- Participate and support corporate responsibility initiatives for the achievement of business strategy (eg: . Green Strategy).
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
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- Ensure reports/dashboards are produced timeously via monthly feedback to internal stakeholders.
- Ensure early detection of issues and reporting thereof to internal and external stakeholders.
- Log and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.
- Ensure efficient resolution of non-standard client complaints through liaising with appropriate personnel internally and externally.
- Provide input and liaise with clients; institutions; managers and staff to resolve client complaints effectively (in line with Treating clients Fairly legislation).
- Ensure that responses to client complaints are documented and formally closed out within the turnaround standards.
- Ensure compliance with changes in regulation; business process and group complaints reporting.
- Continuously review the current complaints management process for improvement and make necessary recommendations to relevant stakeholders.
- Ensure efficient and optimum resolution of complaints by investigation; communication and collaboration with internal and external vendors.
- Facilitate monthly complaint resolution committee meetings.
- Provide feedback and recommendations back to business which has been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.
- Effectively investigate and resolve complex queries perform an audit of current client data and identify key data fields that need to be updated in order to meet business requirements.
- Regulatory risk management and client service)Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.
- Communicate with clients in order to obtain and record their updated personal information.
- Manage various campaigns to enhance the integrity and completeness of the client database.
- Produce dashboards and MIS to track the status of the client database.
- Find innovative ways of maintaining and improving the client database.
- Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; processes; services and solutions are aligned.
- Identify training courses and career progression for self through input and feedback from management.
- Ensure all personal development plan activities are completed within the specified timeframe.
- Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
- Obtain buy-in for developing new and/or enhanced processes (eg: operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
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Minimum Experience Level
3 - 5 years in client services (Unit Trust industry)
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
Postgraduate degree in Finance or Economics
Type of Exposure
- Working with a group to come up with alternative solutions to a problem
- Analysing situations or data that requires an in-depth evaluation of multiple factors
- Building and maintaining effective cross-functional relationships with internal and external stakeholders
- Answering customer questions
- Effectively communicating complex written information
- Challenging the status quo with a view to improving the environment or people's understanding
- Communicating standards to others
- Writing business proposals
- Excellent verbal and written communications
- Providing professional advice/opinion
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Technical / Professional Knowledge
- Cluster Specific Operational Knowledge
- Relevant regulatory knowledge
- Principles of project management
- Relevant software and systems knowledge
- Communication Strategies
- Banking knowledge
- Data analysis
- Governance, Risk and Controls
- Principles of financial management
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