Head of Client Experience (PPB)

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