Service Excellence Specialist

Requisition and Talent Acquisition Consultant DetailsREQ 142634 - Twanette CoetserClosing Date - 6 November 2025Fixed Term ContractCluster & LocationPersonal and Private BankingJohannesburg, GautengCareer StreamClient ServiceLeadership PipelineManage Self: ProfessionalService Excellence Specialist - Fixed Term ContractJob PurposeTo support the implementation of Service Excellence (SX) across Nedbank’s PPB and BCB businesses by embedding a client-centric culture, improving operational efficiency, and enhancing collaboration across all levels of the organisation. This role plays a key part in delivering on Nedbank’s client promise and strategic goals.Job ResponsibilitiesImplement the SX framework across business units to drive service excellence.Facilitate coaching, training, and Check Point sessions to improve client conversations.Collaborate with cross-functional teams to embed a consistent, client-focused culture.Use SX TraCX and other digital tools to capture insights and provide data-driven feedback.Support strategic objectives such as improving NPS, client retention, and market share.Organise and support recognition events and showcase service excellence success stories using varied platforms and mediums.Build and maintain strong internal relationships to support service delivery.Identify and resolve work obstacles, contribute to process improvements, and ensure compliance with risk and operational standards.Manage client expectations through proactive communication.Act as a strategic integrator across all departments, connecting the dots between organisational culture, strategic objectives, and desired outcomes. Support the unique needs and priorities of each business unit, ensuring relevance and impact.Create impactful communications across various platforms and apply design capabilities to produce engaging, audience-specific content that supports organisational goalsRequirementsNQF Level 5 or higher qualification in Business Administration, Customer Experience Management, Marketing, Banking, or Communication will be advantageous.Certifications in Customer Experience (CX), Service Design, or Lean Six Sigma will be advantageous.Ability to create effective communications that support the SX Culture objectives in an effective and creative way.Training or certification in Excel, data analytics - beneficial.Intermediate Power Point skills a mustPeople SpecificationMinimum1-2 years’ proven experience in implementing service frameworks, coaching, and stakeholder engagement.Minimum 1-2 years’ general banking experience.Previous Nedbank experience is highly preferred, especially for returning staff.Demonstrated ability to work across multiple departments and business unitsStrong client service orientation and a clear understanding of the sales-service connection.Digitally savvy and open to learning internal systemsStrong communication, facilitation, and stakeholder engagement skills.Resilient, adaptable, and able to thrive in a fast-paced, evolving environment.Self-starter with strong problem-solving skills and initiative.For data-heavy portfolios: advanced Excel skills (e.g., pivot tables, data manipulation, reporting) are required.Technical / Professional KnowledgeCluster Specific Operational Knowledge Relevant regulatory knowledge Industry trends Business terms and definitions Communication Strategies Relevant software and systems knowledge Decision-making process Banking knowledge Governance, Risk and Controls Banking procedures Behavioural CompetenciesAdvancing Sales Discussions Building Customer Loyalty Work Standards Collaborating Communication Managing Work Please contact the Nedbank Recruiting Team at +27 860 555 566