Manager Provincial Client Experience

Standard Bank Group; Bloemfontein; Remote; ZAR 40 000 - 80 000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance client experience across multiple banking services. This role involves implementing frameworks to ensure consistent client interactions and satisfaction. The ideal candidate will possess a degree in banking and have 5-7 years of experience in a complex service environment. You will engage with various stakeholders to drive strategies that improve client relationships and service delivery. Join a forward-thinking organization that values innovation and client-centric solutions, offering flexibility and a full-time remote work option.

Qualifications

• 5-7 years experience in managing a complex service environment.
• Knowledge of client-relevant legislation in banking.

Responsibilities

• Implement and drive adoption of client experience standards.
• Proactively identify and measure client experience approaches.

Skills

Customer Service

Client Expectations

Client Requirements

Client Support

Issue Resolution

Account Management

Client Relationships

Service Delivery

Client Satisfaction

Service Level Agreements

Education

Degree in Banking or similar

Job description

Job Description

To implement and drive adoption of the client experience minimum standards frameworks and rules across CHNW SA value chain (e.g., Client Solutions, Digital OSS, Fraud Risk), whilst continuing to transition to a platform business. To implement measures that will proactively identify, execute, prioritize, and measure a consistent approach to client experience.

Qualifications

Minimum Qualification:

• Degree in Banking or similar

Experience Required:

• Client Coverage
• Personal and Private Banking
• 5-7 years experience in managing a complex service environment
• Experience in all facets of the banking service environment and its associated products, processes, and systems
• Knowledge of dealing with client-relevant legislation and its implementation in a banking environment
• Data analysis, problem identification, and reporting

Other Requirements

• Must be flexible and willing to travel

Additional Information

Behavioural Competencies

• Articulating Information
• Developing Strategies
• Directing People
• Examining Information
• Providing Insights

Technical Competencies

• Compliance
• Customer Reception and Channelling
• Product Knowledge (Business Banking)
• Product Knowledge (Consumer Banking)
• Risk Awareness, Identification, and Reporting

Remote Work & Employment Type

Remote work options available. Employment Type: Full-time

Key Skills

Customer Service, Client Expectations, Client Requirements, Client Support, Action Plans, Issue Resolution, Account Management, Client Relationships, Service Delivery, Client Satisfaction, Client Management, Procedures, Service Level Agreements, New Clients

Experience

5-7 years

Vacancy

1