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 bank-wide Customer Experience strategy and scorecard formulation and enable the execution of a consistent pro-active approach to client experience. To set and embed the Client Experience minimum standards and frameworks whilst supporting the transition to a platform business. To identify sustainable resolution to client and staff friction points to shift overall client experience through actionable insights and analysis.
Qualifications
Qualification: Bachelor of Commerce or related.
Additional Information
Experience:
5-7 years: Proven ability to develop strategic insights from market and customer insights. Strong analytical and data driven thinking. Must have experience in managing projects and people.
5-7 years: Banking experience, with high level of exposure to Customer Facing services and/or relationship service roles
Key responsibilities:
- Develop and implement strategies to enhance overall client experience and satisfaction across the business functions in line with the Banks strategic objectives and purpose.
- Identify areas for process improvement in the client journey and suggest solutions, implement changes to streamline processes and enhance the client experience.
- Gather and analyse client data and feedback to identify pain points, trends, issues and areas for improvement; Act as the single point for all client experience insights and overlaying the key themes and insights, driving adoption of a robust change management process to ensure that client experience standards are upheld.
- Engage multiple stakeholders across PPB/BCB/CIB and all associated cross functional teams to entrench a pro-active client centred culture for client experience through effective communication and change management.
Behavioural Competencies:
- Interpreting Data
- Making Decisions
- Providing Insights
- Team Working
- Understanding People
Technical Competencies:
- Active Listening
- Analysing and Interpreting Information
- Customer Understanding (Consumer Banking)
- Developing Marketing Insights
- Difficult Calls Management
What We Do
As a brand with a legacy of 161 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa. With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner. As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
