Client Engagement & Relationship Support
- Build and maintain strong, trust-based relationships with SME clients through consistent and proactive engagement.
- Deliver seamless, high-quality servicing across client queries, onboarding, and maintenance activities.
- Understand client business needs through ongoing interaction and engagement, ensuring solutions remain relevant and value-adding.
- Support Relationship Managers (RMs) in client interactions, including preparation for reviews, meetings, and engagements.
- Proactively communicate with clients to manage expectations, resolve issues, and enhance overall experience.
Sales Enablement & Cross-Sell Support
- Identify cross-sell and up-sell opportunities through analysis of client behaviour, portfolio data, and interactions.
- Initiate and support sales processes by gathering required documentation, coordinating fulfilment, and facilitating deal execution.
- Support RMs in achieving portfolio growth targets by tracking pipeline activities and ensuring follow-through.
- Engage relevant product specialists and internal stakeholders to support solution delivery.
- Ensure accurate tracking and reporting of identified opportunities and sales progress.
Client Value Management (CVM) & Portfolio Insights
- Analyse SME client portfolios to identify revenue growth opportunities, product gaps, and client needs.
- Support the execution of targeted campaigns and client engagement initiatives aligned to portfolio strategies.
- Monitor client activity and trigger proactive engagement based on behavioural insights or risk signals.
- Contribute to improving client penetration, product holding, and primary bank status.
Operational Execution & Service Delivery
- Manage end-to-end servicing processes, including account onboarding, maintenance, and fulfilment of client requests.
- Ensure adherence to service level agreements and turnaround times.
- Coordinate across internal service centres and support functions to ensure timely and efficient delivery.
- Resolve client queries and complaints in a professional and efficient manner.
- Digital Enablement
- Educate and enable clients to use Nedbank digital platforms (e.g. self-service banking channels) to improve efficiency.
- Drive adoption of digital channels for routine transactions and servicing.
- Promote digital-first servicing to enhance client convenience and reduce manual intervention.
(Aligned to SME hybrid digital strategy and existing service responsibilities)
Risk Management & Compliance
- Adhere to all Nedbank governance, risk, and compliance requirements.
- Ensure all client documentation and processes meet regulatory and policy standards.
- Identify and escalate risks, fraud indicators, or control breaches as required.
- Maintain audit readiness and ensure proper record-keeping.
Stakeholder Collaboration
- Build strong working relationships with internal stakeholders including product teams, credit, operations, and support functions.
- Collaborate effectively to deliver client-centric solutions and ensure seamless execution.
- Contribute to a culture of client-centricity, accountability, and continuous improvement.
Continuous Improvement & Efficiency
- Identify opportunities to improve processes, client journeys, and service delivery models.
- Provide insights on recurring client issues, trends, and opportunities for enhancement.
- Contribute to innovation and optimisation of SME servicing and enablement processes.
