Home > Ops Game Changers > Episode 3 – Nedbank RBB


Driving employee engagement

with Nozizwe Tshabuse, Nedbank

In this episode

Ops Game Changers: How Nedbank RBB created a truly engaged workforce.

In this episode, we explore the importance of achieving an optimal employee experience, and the impact this then has on overall business success.

To address this topic, we are joined by Nozizwe TshabuseManaging Executive: Client Debt Management & Recoveries, Nedbank Retail and Business Banking. A true Ops Game Changer, Nozizwe discusses how Nedbank Retail and Business Banking has driven and supported employee wellbeing during its recent transformation process.

Nozizwe shares her insights about the value of the employee experience, the impact its improvement has had on the customer experience and how the bank has fostered satisfied and empowered staff. 

Throughout the episode, Nozizwe shares why she believes the key to a successful organisation lies within the workforce that is driving that business forward. Investing in an engaged and empowered workforce results in employees who are continually developing and learning new skills to transform their own careers as well as the company. It is common for companies to state that their goal is to be a great place to work, but not many companies implement a detailed plan and invest in the tools to achieve that goal like Nedbank RBB did.

Tune in to this engaging episode to learn more about Nedbank RBB’s employee engagement journey, the importance they place on employee experience, the strategies and tactics they have implemented and the proof points that show these measures are having a profound impact on the service they provide for customers.

Want to learn more about how to radically transform your company through the power of operations? Then don’t miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv

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Your key takeaways from this episode

Determine what you must achieve and define your battlegrounds to maintain focus.
Define client-centred processes and map the client journey across all touchpoints.
Spend time helping employees understand why change is necessary, the role they play and the impact they can have. 
Engage teams to help build new processes and create their own change. 

You have to lead the change. You can’t present the change. It’s not a PowerPoint concept

Nozizwe Tshabuse, Managing Executive, Retail and Business Banking Operations, Nedbank

Meet our guest

Nozizwe Tshabuse

Managing Executive: Client Debt Management & Recoveries

Nedbank Retail and Business Banking

Nozizwe Tshabuse is a trailblazer business leader, mentor, and keynote speaker. She currently holds the position of Managing Executive: Client Debt Management & Recoveries at Nedbank. Nozizwe is a banking and finance industry expert with over 22 years of experience, holding various positions in Retail Banking- from developing strategy, managing bank communities, to leading on Risk, Compliance and Operations.

About Nedbank

Nedbank RBB is a part of the Nedbank Group, offering a full range of Banking and Beyond services, including transactional banking, card and payment solutions, lending solutions, deposit-taking services, risk management, investment products, card-acquiring services for businesses, ecosystems and platforms-based solutions. Nedbank RBB services clients through retail channels of more than 500 staffed outlets and 4,000 ATMs in South Africa. With > 2 million digitally active retail clients, digital uptake and usage continues to grow.

Meet our host

Bhavesh Vaghela



Bhavesh is an accomplished tech marketer with over 20 years of experience in fast-paced and disruptive markets. He has held senior roles in start-ups like ResponseTap and Kernolab as well as global brands – Oracle and OpenText.

Since joining Activeops, Bhavesh has been on a mission to bring to the fore the stories and achievements of service operations leaders.

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