Sales Support Manager: SME- Nedbank x1
Job Details
- Job Title: Sales Support Manager: SME
- Company: Nedbank
- Location: Bloemfontein, Free State
- Area: Free State & Northern Cape
- Career Stream: Client Service
- Job Family: Sales and Services
- Leadership Pipeline: Manage Managers
- Requisition Number: REQ 147667
- Job ID: 147667
- Employment Type: Full-time
- FAIS Affected: No
- Closing Date: 15 September 2026
Job Overview
The Sales Support Manager: SME will be responsible for effectively resolving complex and escalated complaints in order to retain existing and prospective clients and minimise reputational risk.
The successful candidate will provide leadership and guidance to direct reports, promote a client-centric culture and ensure that operational processes, performance management, regulatory compliance and service standards are maintained.
This position is suited to an experienced banking professional with extensive Commercial Banking exposure and strong people-management experience.
Key Responsibilities
Client Service and Complaint Resolution
- Resolve complex and escalated client complaints effectively.
- Identify client expectations and establish appropriate resolution timeframes.
- Commit to agreed actions and ensure consistent follow-up.
- Guide and instruct direct reports when dealing with client matters.
- Take corrective action where necessary.
- Promote a world-class, client-centric service culture.
- Ensure that service delivery supports client retention and satisfaction.
Team Leadership and Performance Management
- Manage and develop a capable, high-performing team.
- Ensure direct reports understand and support Nedbank’s vision, values and strategy.
- Implement performance agreements and establish clear goals and objectives.
- Provide regular performance feedback.
- Recognise and reward achievement.
- Take appropriate corrective action where required.
- Manage team performance and development.
- Provide coaching, mentoring and upskilling opportunities.
- Conduct career conversations and apply talent-grid principles.
- Develop talent-retention programmes.
- Support succession planning.
Operational Management
- Identify resource inefficiencies and address capacity gaps.
- Promote multi-skilling within the team.
- Review and improve work processes.
- Manage resource allocation, capacity and systems.
- Participate in contingency planning.
- Address operational challenges and implement corrective actions.
- Manage operational expenditure within approved budgets.
- Inspect direct reports’ work to ensure quality deliverables.
- Apply best practices to improve operational efficiency.
Governance, Risk and Compliance
- Understand and apply relevant regulations and legislation.
- Create awareness of regulatory and legislative requirements within the team.
- Enforce adherence to governance, risk and control requirements.
- Ensure operational activities are conducted in line with applicable policies and standards.
Continuous Improvement
- Encourage team members to challenge the status quo.
- Promote constructive debate around existing work practices.
- Identify opportunities for process and service improvements.
- Share best practices across the business.
- Provide management information, updates and feedback.
- Identify areas requiring development and improvement.
- Drive continuous improvement goals.
Transformation and Culture
- Support Nedbank’s transformation objectives.
- Ensure transformational targets are considered during recruitment, retention and training.
- Contribute to Nedbank culture-building initiatives.
- Participate in business strategy and Corporate Social Investment initiatives.
- Address issues identified through culture surveys and develop action plans to improve results.
- Promote diversity and an inclusive workplace culture.
Minimum Qualifications
Applicants must have:
- Matric / Grade 12 / National Senior Certificate.
- An Advanced Diploma or National First Degree.
Preferred Qualification
An Advanced Diploma or Bachelor’s Degree in one of the following fields will be advantageous:
- Finance
- Accounting
- Economics
- Another relevant financial field
Minimum Experience
Candidates should have:
- 10 years’ banking experience, with the majority of this experience gained within a Commercial Banking environment.
- 6–10 years’ experience in people management, with client-facing experience in a retail banking environment.
Technical and Professional Knowledge
The successful candidate should have knowledge and understanding of:
- Financial accounting principles.
- Performance management.
- Relevant regulatory requirements.
- Governance, risk and controls.
- Management information and reporting principles, tools and mechanisms.
- Organisational behaviour theory.
- Communication strategies.
- Client service management.
- Diversity management.
- Talent management.
Key Behavioural Competencies
Nedbank is looking for a leader who demonstrates:
- Customer Focus
- Communication
- Earning Trust
- Facilitating Change
- Building Partnerships
- Aligning Performance for Success
Ideal Candidate
The ideal candidate will be an experienced banking professional who can combine strong client-service expertise with effective people leadership.
You should be comfortable managing complex client matters, developing teams, driving operational improvements and ensuring that business activities remain aligned with governance, regulatory and performance requirements.
Strong communication, relationship-building and change-management skills will be important in succeeding in this position.