Manager, Digital Portfolio, Client Experience

2 weeks ago

Johannesburg, Gauteng, South Africa Standard Bank Of South Africa Limited Full time
Job Overview

Business Segment:
Corporate & Investment Banking

Location:
ZA, GP, Johannesburg, Baker Street 30

To lead and manage the Client Experience team and strategy in the execution of the full suite of Global Markets products and services to grow share of wallet, maximise GM returns, optimize platform utilisation and achieve and sustain an excellent client experience.

Essential Functions
Accountable for consolidation of client insights reports to be leveraged for proactive decision making by keybusiness stakeholders.
Analyse and utilise client intelligence and advanced analytics to drive modernisation objectives and insightfulstrategic decision making. Employ advanced analytics to continuously enhance the platform functionality,performance and to identify opportunities to monetise data.

Assess behavioural client insights to identify strategic opportunities in product and platform enhancements, toassist sales and product teams to identify client opportunities through client experience and identify continuousclient friction points in maintaining client experience.

Collaborate with GM digital to facilitate alignment and approvals from relevant stakeholders for incrementalplatform enhancements. To assist in achieving GM digital strategy and regulatory standards.
Define and implement the Client Experience (CE) roadmap and annual plan(s) to achieve the Global Markets(GM) annual objectives.

Define, monitor and manage business performance metrics and utilise analyses on platform penetration andyear-on-year revenue and turnover variances across platforms to ensure enhancements to platform functionalityand performance as well as manage client retention.

Develop and drive the strategic objectives, to grow the Global Markets business, optimise platform utilisation togrow share of wallet, deliver a superior client experience to optimise CIB revenue.

Develop education materials and drive the effective upskilling by the team to optimise CE and platformutilisation. Partner Sales. Product and GM Digital to incorporate self service training tools into Platforms to driveuser autonomy.
Develop marketing content and drive content distributions to optimise platform utilisation. Partner Sales. Productand GM Digital to incorporate self service training tools into Platforms to drive user autonomy.
Drive the use of data insights and analytics within CE.

Define CE team metrics and KPIs, and manage theongoing collection, monitoring, analysis and reporting of client trends and CE performance against metrics.

Workclosely with the GM Data and Insights team to build CE intelligence to inform client centric platform and productofferings.
Ensure CIB's risk policies, procedures, documentation and authorisation limits corresponding to relevant
platforms are adhered to, in order to ensure compliance with CIB's risk and regulatory framework.

Ensure GM product penetration is maximised through the teams' identification of cross-sell opportunities andcommunication with relevant stakeholders to ensure the opportunities are capitalised.

Establish, build and maintain relationships with key potential and existing clients.

Own and manage a portfolio ofstrategic clients, develop and implement client strategies and account plans and co-coordinate cross-sellopportunities with other parts of GM and CIB.

Keep up to date with dynamic technological, product, market and client environments to manage the platformproactively.

Lead the CE team in the effective delivery of best-in-class service to GM low, medium and high touch clients byenabling a single point of contact for a seamless and consistent client experience.

Lead the distribution of the Global Markets platform offering, influencing and gaining support for platformdelivery imperatives through marketing and promotion initiatives.

Enhance client awareness of the platformoffering, drive the platform adoption by the various ecosystem participants, improve market share and facilitatethe achievement of GM revenue targets.

Maintain up to date knowledge of all GM platforms and products, including their capabilities, functionality andtheir application. Use this knowledge to accurately and effectively guide the team across onboarding, trainingand client incident management.
Manage and oversee business performance and client retention reporting to manage overall client experiencesand achievement of targets.

Manage and oversee the Digital Portfolio to identify opportunities to monetise digital technology to increaseshare of wallet, market share and revenue from digital channels.

Monitor and track business threats/ disruptorsto implement mitigating actions and new digital solutions.
Manage and oversee the end-to-end client incident management process, ensuring the team delivers againstservice level agreements (SLAs).

Manage client onboarding procedures across portfolios of client to ensure a positive client experience in line withdefined Know Your Customer (KYC) requirements and legal protocols.

Manage the achievement of objectives through effective leadership of the team, reviewing the quality of work,providing feedback and promoting personal and professional development in order to build the overall capabilityof the team and drive improvements in performance.

Manage the effective implementation of all relevant policies, procedures, process, standards, tools and systemsso that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effectiveservice to GM clients.

Monitor the education and training to low, medium and high touch clients on the use and application of GMproducts and platforms usage, including platform navigation and enhancements, to optimise CE and maximiseplatform utilisation, in line with defined KPIs.

Oversee all risk incidents and collaborate with risk and compliance to ensure that proper corrective andpreventative actions are put in place.

Oversee and provide approvals for deal amendments and execution, to ensure all transactions are executed in atimely manner and within approved policies and guidelines.

Oversee the Client Experience team in the receipt of client requests, queries and complaints and promptly workwith other business areas to resolve escalated problems to ensure efficient client relationship management andmanagement andseamless client experience.

Oversee the implementation and monitoring of developments both internally and externally to identify, assessand contribute innovative improvements across CE service delivery.

Own and manage the overall evolution of GM platforms.

Provide feedback to Trading / Product teams on clientexperience to encourage the development of new / modified platform features to fulfil the needs andrequirement of clients.

Own, build and maintain a partnership with GM Sales, Product and GM Digital teams, to drive the developmentand implementation of service level agreements (SLAs) between client experience and sales, product and digitalteams to achieve mutual targets, and Key Performance Indicators (KPIs).

Prepare and manage the budget.

Monitor and track year on year revenue and turnover variances per platformand take corrective action where appropriate to drive increased revenue.

Proactively highlight reoccurring client service delivery issues to senior management and recommendopportunities to prevent / resolve these. Implement and monitor approved corrective measures to continuallyimprove client service levels.
Resolve all escalated issues and / or unblock hurdles to resolution to optimise turnaround times.
Set, manage and report on Client Experience' financial performance versus the set budget. Monitor and report onexpenditure and variances.

Work closely with the GM Digital Data and Insights team to build CE intelligence to drive modernisationobjectives, insightful decision making and inform client centric platform and product offerings.

Qualifications
Minimum Qualifications

Type of Qualification:
First Degree

Field of Study:
Data Science or related degrees

Type of Qualification:
First Degree

Field of Study:
Finance and Accounting
Additional experience
Data Analysis and interpretation experienceMarket insights and translation Experience Required Macro Generic
Global Markets Client Experience
1-2 years

Solid understanding of products and channel capabilities within Financial Services, acquired through experience in a client facing role such as in Operations, Services or Client Experience.

Deep understanding of financial and global markets as well as risk and regulatory environments and license holder obligations in relevant jurisdictions.

Demonstrated management capability with team building and leading, tactical decision making, and negotiating skills.

3-4 years
Deep knowledge and experience of digital transformation and CRM platforms and capabilities.

Experience in managing the development, implementation, integration and performance of platforms that digitally enable the distribution of products and engagement with clients and employees.

Insights within the technology environment, with domain expertise from a channel and platform perspective. Knowledge of end to end client onboarding process and execution as well as client journey mapping and design.

5-7 years
Experie
Additional Information
Challenging IdeasDeveloping ExpertiseFollowing ProceduresGenerating IdeasInterpreting DataInviting FeedbackMaking DecisionsProducing OutputShowing ComposureTeam WorkingUpholding StandardsClient RetentionCustomer Understanding (Business Banking)
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