Executive Head: Client Service

**Job Purpose**
- To build organisational capability by enabling an environment conducive to continuous innovation, and management and ownership of operating objectives and standards. Consistently drive operational excellence with mínimal financial and operational downtime. Ensure compliance, identification and mitigation of risk by adhering to the risk framework principles and ensuring sustainable business through alignment of business structures, systems, processes and people. Create a seamless, high quality end-to-end client experience by providing the direction, strategy, delivery and execution of CIB payments services, transversal services, juristic channels, cross-functional change management and digital adoption across CIB. This includes ensuring the overall objectives of the three Pillars for which Executive Head Client Service & Digital is overarching responsible for:
- CIB Payment Services:
- Deliver industry leading payments efficiency and reliability performance
- Contribute to growing CIB payments’ market share
- Client Delivery:
- Provide seamless client experience through efficient and reliable services
- Digital & Channels:
- Continuously improve internal processes aimed increasing efficiencies and channel experience for clients in line with industry trends
- Drive digitisation by continuously developing and driving adoption of priority digital channel platforms and systems

**Responsibilities**:

- Development and oversight of strategy and its execution across Pillars:
- Oversee achievement of strategic objectives by developing the pillar vision; long-term strategic plan; framework and budget which are all aligned to CIB's goals
- Oversee execution and operational implementation of strategy through regular assessment whether objectives and outcomes are attained by respective pillars
- Drive execution of strategy by establishing appropriate structure for monitoring divisional performance against plans and budgets; and taking remedial action where necessary
- Manage end-to-end people management responsibilities, including capability building across Pillars:
- Manage performance of direct reports and hold them accountable for managing the performance of their area of accountability
- Build a high-performance team by managing resources, retention, and critical staff
- Create a supportive learning environment by providing opportunities for growth; motivating; coaching and guiding staff
- Driving improvements in CIB client experience:
- Ensure best-in-class client experience of CIB payments services through operational improvements in efficiencies, performance stability, and reliability of services, in collaboration with Group Technology
- Ensure continuous improvement and development of a unified and integrated digital and seamless channel experience for CIB driving end-to-end digital adoption across CIB
- Maintain performance across areas of accountability by following up on and holding Management Committee accountable for delivering on aligned Pillar-specific and Cross-Pillar KPIs
- Ensuring operational and financial performance:
- Deliver on operational excellence that results in mínimal operational downtime and financial impact
- Optimise client experience and operational excellence through strategic projects, Domain Squad and FST functional backlogs
- Ensure management of and performance against Compliance, Risk and Audit commitments including Regulatory compliance (EXCON, AML, CFT, Sanctions, PoPIA, STRATE rules, PASA etc.)
- Drive operational efficiency in fulfilment of investor services deliverables
- Ensure containment of controllable costs and performance against relevant financial targets
- Tracking of the reduction of manual touch points and increased automation
- Evaluation of measurable improvement in time to execute/deliver
- Ensure execution of operational activities at lowest cost and in accordance with SLAs
- Tracking and evaluation of cluster, systems, and project budgets
- Capturing of client and internal stakeholder feedback in terms of service delivery
- Assessment of tracking to relevant market/wallet share targets

**Essential Qualification**

Relevant business-related post graduate degree
- Preferred Qualification- Master's Degree with a preference for IT Operations or Engineering component/Masters in Business Administration- Minimum Experience Level- 10 years + relevant business experience
- 8 - 10 years management experience

**Technical/Professional Knowledge**
- Client Service Management
- Relevant regulatory knowledge
- Governance, Risk and Controls
- Change management
- Principles of project management
- Agile planning and concepts
- Policy & Procedural Knowledge
- Channel Knowledge
- Strategic planning

**Behavioural Competencies**
- Operational Decision Making
- Establishing Strategic Direction
- Customer Focus
- Driving Execution
- Inspiring Excellence
- Driving Innovation
- Digital Acumen

**Employment Equity Statement**

Preference will be given to individ