Standard Bank Group

Runs banking and financial services across Africa

Head of Client Experience - Personal and Private Banking

Customer ExperiencePosted on Nov 12

Full-timeGaborone, BotswanaNo salary listedIn-person

About the Job

Requirements

A first degree in Business Commerce or equivalent.
Five to seven years of experience in client coverage in Personal and Private Banking.
Experience managing complex service environments.
Significant experience across banking service environments and associated products, processes, and systems.
Experience and knowledge of client-relevant legislation and its implementation in a banking environment.
Knowledge of clients and consumer banking.
Knowledge of customer experience, including the heart and mind of the customer experience.
Knowledge of consumer banking products.
Risk awareness, risk management, risk reporting, and risk response strategy.

Responsibilities

Lead the effective execution of a consistent proactive approach to client experience for Personal and Private Banking.
Identify sustainable resolutions to client and staff friction points to shift overall client experience through actionable insights and analysis.
Create an integrated complaints management view of all aspects that affect client experience and its effective execution across the Personal and Private Banking value chain.

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

Additional Information

About the Company

Standard Bank Group

Runs banking and financial services across Africa

Standard Bank Group operates banking, insurance and investment businesses focused on Africa, serving individuals, families, businesses and institutional clients. Its services cover everyday accounts and payments, savings and lending, business finance, corporate transactions and investment banking. The group also manages insurance, asset management and wealth offerings that support clients through different financial needs and stages of life. Local banking operations connect with international centres and offshore hubs to support cross-border activity, trade and access to financial markets. Founded in 1862, the group is headquartered in Johannesburg, Gauteng, South Africa.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Johannesburg, South Africa
Founded: 1862

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