Head, Client Coverage, Business and Commercial Clients, Kenya at Standard Bank Group

Job Purpose

To ensure the consistent implementation of the Business and Commercial Clients value proposition/s and business life journeys for country. To be accountable for Client Coverage, Business and Commercial Clients relationships and associated financial and non-financial outcomes aligned to the strategic value drivers. Accountable for delivery of Standard Bank Group (SBG) and 3rd party products and services to this segment through the client engagement platform.

Key Responsibilities/Accountabilities

• Strategy
  • Leads the implementation of the Business and Commercial clients’ value proposition, business life journeys and all related tool box(es) in country – and customises accordingly.
  • Tracks and reports on adoption and provides feedback to relevant domain owners and capabilities.
• Client
  • Implements and drives the agreed client value metrics pertaining to Horizon 1, 2 and 3.
  • Resolves customer queries and complaints speedily and constructively.
  • Leads and drives for high levels of customer satisfaction.
  • Retains a key focus on client relationships, client experience and operational efficiency.
  • Identifies client trends through internal and external insights, informs strategic choices and priorities by engaging with clients and leveraging client analytics.
  • Partners with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services propositions for the client.
  • Maintains alignment with other segment heads in order to ensure excellent client proposition delivery and reduction of duplication across segments.
  • Ensures that Ecosystems Banking is embedded as a way of work within Client Service Teams to ensure that the shared client goals for Consumer and HNW, Business, Commercial and Wholesale Client segments are achieved.
  • Implements agreed financial and non-financial outcomes and any remedial actions.
  • Conducts client sensing in order to improve understanding of client needs.
• Product
  • Creates multi-product client experiences to address business events, distributed through client engagement platforms.
  • Delivers SBG and 3rd party products and services to the Business and Commercial Clients segment through a client centric platform.
• Financial Management
  • Defines and implements the financial outcomes required for Client Coverage, Business and Commercial Clients and approves financial budgets together with other segments, client solutions and country stakeholders.
• Risk, Regulation, Prudential & Compliance
  • Accountable for risk management and adherence to all governance standards for the continued sustainability of the segment in country.
  • Develops appropriate recovery and resolution plans to protect the Client Coverage from any untoward event.
  • Drives satisfactory audit outcomes and ensures that there are no repeat unsatisfactory findings as gauged by Group Internal Audit.
  • Retains central oversight of all risk and remediation matters relating to Client Coverage in Country.
  • Develops client risk appetite based on the defined framework which is signed off by Business and Commercial Clients, Country in conjunction with Risk.
  • Implements and monitors risk management across client coverage (e.g.operational risk, credit risk, ecosystems risk and partner risk management).
  • Follows the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.)
  • Manages Operational Risk loss within a prescribed tolerance limit.
• People
  • Sets the example and leads the team in line with the Group’s leadership identity, core values and People Promise.
  • Enables integrated ways of working and collaboration across the value chain to deliver for the client.
  • Ensures integrated ways of work across Ecosystem Squads to ensure that integration across Consumer and HNW, Business and Commercial Clients remains intact at a local market level.
  • Inspires the team to deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organisation.
  • Ensures alignment to the People and Culture standards with regards to all employee-related matters.
  • Ensures Learning and Development and on the job training is implemented consistently to ensure “best in class” relationship managers for Business and Commercial Clients segment and robust succession planning.
  • Provides input into talent strategy developed by People and Culture.
  • Identifies current and potential employee skill requirements in consultation with the People and Culture function.
  • Embeds Group culture initiatives (e.g. Vuka, Care and Growth) in
  • Client Coverage, Business and Commercial Clients Country.

Preferred Qualification and Experience

University degree in Business Commerce

Experience: 10 - 12 years

Experience in all facets of Business and Commercial Banking, including extensive client facing experience.
Knowledge and experience of country consumers, their needs and their markets gained from an extended period of industry experience and a proven track record in high-level leadership in organisations of comparable size and complexity.
A working understanding of how the 4th industrial revolution is impacting financial services companies and how it must respond to the changing need of clients in the segment.