Customer Insights Manager: Lead Analytics & Client Experience

Standard Bank Group; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Standard Bank Group in Johannesburg seeks a Manager, Customer Insights for Shyft and SBG Securities to lead a team and drive insights-driven improvements in client experience. You will coordinate operations, guide complex queries, analyse trends, and push performance, efficiency, and risk controls across the securities and client services units.

Strong leadership and risk awareness are essential. The role requires experience across service management and broker/FSP environments, with a National

Qualifications

• 1-2 years' experience in service management and operations with risk awareness.
• 3-4 years' experience in leading a team and building stakeholder relationships.
• 4-5 years' advanced client services and broker/FSP environment experience.

Responsibilities

• Coordinate and manage SBG Securities & Shyft operations for Customer Insights.
• Lead a team, guide complex and escalated queries, and analyse trends.
• Drive performance, efficiency, quality, and client service while minimising risk.

Skills

Articulating Information

Developing Strategies

Directing People

Interacting with People

Inviting Feedback

Making Decisions

Resolving Conflict

Showing Composure

Team Working

Upholding Standards

Data Analysis

International Market Knowledge

Product and Services Knowledge

Query Resolution

Continuous Process Improvement

Education

National Diploma

Business Commerce

Job description

Standard Bank Group in Johannesburg seeks a Manager, Customer Insights for Shyft and SBG Securities to lead a team and drive insights-driven improvements in client experience. You will coordinate operations, guide complex queries, analyse trends, and push performance, efficiency, and risk controls across the securities and client services units.

Strong leadership and risk awareness are essential. The role requires experience across service management and broker/FSP environments, with a National