About the role
Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description
To lead the effective execution of a consistent pro-active approach to client experience for PPB. To identify sustainable resolution to client and staff friction points to shift overall client experience through actionable insights and analysis. To create an integrated complaints management view of all aspects that impact client experience and its effective execution across the PPB value chain.
Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce or equivalent
Experience Required
Client Coverage
Personal and Private Banking
5-7 years
Experience in managing complex service environments. Significant experience in all facets of the banking service environment and associated products, processes and systems. Experience and knowledge of dealing with client relevant legislation and how it is implemented in a banking environment
Behavioural Competencies:
Adopting Practical Approaches
Articulating Information
Developing Expertise
Directing People
Examining Information
Following Procedures
Inviting Feedback
Making Decisions
Producing Output
Providing Insights
Resolving Conflict
Team Working
Technical Competencies:
Client Knowledge
Customer Understanding ( Consumer Banking)
Heart of Customer Experience
Mind of Customer Experience
Product Knowledge (Consumer Banking)
Risk Awareness
Risk Management
Risk Reporting
Risk Response Strategy
