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
Sales and Services
Career Stream
Call Centre (Service)
Leadership Pipeline
Manage Managers
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 +27 860 555 566
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