Job Description

Job Classification

Req#: 145980

Location: Johannesburg, Gauteng

Closing Date: 26 May 2026

Talent Acquisition Specialist: Noli Madikane

Job Family

Sales and Services

Career Stream

Client Service

Leadership Pipeline

Manage Managers

FAIS Affected

Job Purpose

To lead a high-performing service centre that delivers excellent customer service while actively driving revenue, upselling, and cross-selling opportunities.

Job Responsibilities

Operations Management

• Oversee daily service centre activities and service delivery
• Ensure SLA adherence (turnaround time, resolution, service quality)
• Manage workflow, demand, and capacity planning

Customer Experience

• Deliver exceptional end-to-end customer journeys
• Resolve escalations and complex queries
• Identify opportunities to enhance customer value through service interactions

Sales & Revenue Generation (New Component)

• Drive upselling and cross-selling within service interactions )
• Set and manage sales targets for the team
• Monitor conversion rates and sales performance metrics
• Embed a sales culture without compromising service quality
• Identify customer needs and align solutions that generate revenue
• Collaborate with sales/marketing teams on campaigns and offers
• Ensure staff are trained in consultative selling techniques

Team Management

• Lead, coach, and develop staff in both service delivery and sales skills
• Set individual and team performance goals (service + sales)
• Conduct performance reviews, coaching, and capability building
• Incentivise performance through sales targets and recognition

Performance & Reporting

• Track both service KPIs and sales KPIs, such as:
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Sales conversion rate
• Revenue per interaction
• Average handling + sales time
• Analyse trends to optimise both service efficiency and revenue generation

Process Improvement

• Integrate sales prompts/opportunities into service processes
• Improve scripts, workflows, and systems to support selling
• Identify inefficiencies and enhance service-to-sales conversion points

Stakeholder Management

• Work closely with sales, marketing, and product teams
• Align service centre efforts with broader commercial objectives
• Provide feedback on customer trends and product opportunities

Risk & Compliance

• • Ensure ethical selling and compliance with regulations
  • Avoid mis-selling or customer dissatisfaction from aggressive sales tactics
  • Maintain transparency and fairness in customer engagements

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Preferred Qualification

Diploma or Degree in Business, Finance, or related field.

Minimum Experience Level

• 10–15 years’ experience in financial services

• Minimum 5+ years in a leadership role within:
  • Client service / service operations
  • Call centre / customer service environment

• Proven experience in:
  • Managing escalations and complex complaints
  • Leading teams and performance management
  • Driving customer experience and service delivery
  • Exposure to sales within service (upsell/cross-sell)

Technical / Professional Knowledge

• Financial Accounting Principles
• Performance management
• Relevant regulatory knowledge
• Governance, Risk and Controls
• Management information and reporting principles, tools and mechanisms
• Organisational behaviour theory
• Communication Strategies
• Client Service Management
• Diversity management
• Talent management

Behavioural Competencies

• Customer Focus
• Communication
• Earning Trust
• Facilitating Change
• Building Partnerships
• Aligning Performance for Success

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Please contact the Nedbank Recruiting Team at +27 860 555 566