Head, Digital & eCommerce at Standard Bank Group

Job Purpose:

• To implement, enable, maintain, scale, secure, entrench, engage and commercialize the digital platforms and functionality for Personal & Private Banking (P&PB) in country in alignment with platform enablers, Innovation, overall segment value proposition and life journeys. To build and run eCommerce functionality across P&PB in country in alignment with Group requirements.

Key Responsibilities:

• Accountable for the achievement of the financial and non-financial outcomes required for Digital and eCommerce country in line with Personal & Private Banking (P&PB) Clients requirements and in close collaboration with Innovation and Platform enablers.
• Accountable for the financial and non-financial objectives of the Voice Branch aligned to the strategic value drivers. Adhere to various domain guidelines.
• Build and maintain platform standards (in conjunction with group capabilities) such as design libraries, authentication patterns and development and deployment patterns. Conduct client sensing in order to improve understanding of client needs.
• Continuously scan the external environment in order to keep abreast with new developments in partnerships, business and technology. Deeply understand and optimize eCommerce financial metrics (cost per click, SEM, SEO).
• Define and implement a digital platform strategy (replacement, renewal, enhancement) with engineering teams that meets the appropriate outcomes in country and with group.
• Define the Digital and eCommerce, country Risk framework and appetite in alignment with segment, country and Risk objectives. Deliver SBG and 3rd party products and services to the P&PB segments through client centric ecosystem platforms.
• Demonstrate leader-led direction and behaviors to enable successful transformation into the new business model.
• Develop an appropriate platform DevOps (Always On), Always secure and platform as a service strategy.
• Develop and build digital products with client solution and segment teams. Develop and implement processes of sourcing ideas, building prototypes and scaling the prototypes on platforms; and ensures that funding is managed through a disciplined gated process.
• Develop appropriate recovery and resolution plans to protect the Digital and eCommerce country capability from any untoward event.
• Develop platform metrics illustrating flow, developer experience and client experience. Develop, define and analyse Digital and eCommerce metrics on usage, acceptance, value add and market specific nuances to client in collaboration with capability heads, countries, Innovation and platform enablers.
• Drive and entrench a consistent client experience and interaction through all engagement platforms. Drive scale and usage of relevant digital assets and eCommerce platform when relevant and value-adding to a client life journey.
• Enable integrated ways of working and collaboration across the value chain to deliver for the client while ensuring adherence to risk framework, appetite, risk control procedures, governance and risk toolbox.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters. Ensure first line risk accountabilities for digital and ecommerce are carried out. Ensure satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
• Ensure that the adoption of digital and engineering functionalities meets customer objectives through solution readiness capabilities. Follow the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).
• Identify current and potential employee skill requirements in consultation with the People and Culture function. Implement the client value proposition in country with approved customizations. Lead and execute the Digital and eCommerce value proposition and related toolbox(es) in country and customizes accordingly.
• Leverage client analytics and data to inform changes in the value proposition, priorities and building of client relationships. Maintain alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments. Partner with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services for the client.
• Partner with Client Solutions and Engineering to provide self-service API’s, tools, services, solution readiness skills, knowledge and support to enabling autonomous delivery of digital assets and functionality.
• Provide and deliver a compelling digital platform and eCommerce plan for the country. Provide input into talent strategy developed by People and Culture. Provide input into the overall Digital and eCommerce value proposition and related toolbox(es). Provide internal services (API’s, knowledge, tools, usability) which are arranged as a compelling internal product that enable customer solution and segment teams to deliver digital customer features at a higher pace and with reduced co-ordination. Treat the platform as a compelling internal product.
• Set the example and lead the team in line with the Group’s leadership identity, core values and People Promise. Set the example in line with the Group’s leadership identity, core values and People Promise. Stay abreast of market and competitive developments in order to provide input to innovative and value-added services to gain market share. Together with Group and Engineering, manages digital assets, from an experience (both developer and customers) and eCommerce perspective, defines the digital customer experience (CX); digital analytics; always on, always secure, DevOps and digital content strategy, as these contribute to, and have an impact on, the success of the digital and eCommerce capability and strategy.
• Track and report on adoption of the strategy and provides feedback to various domains and capabilities. Transform the business to a platform business and drives the people and culture change requirements.

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Business Commerce

Experience Required

• Digital & eCommerce, CHNW
• Consumer & High Net Worth
• 8-10 years

Sales and Service:

• Experience with developing and supporting digital solutions and processes and associated value chains. Experience in implementing customer centric change programmes. Experience user centered design methodologies.
• More than 10 years' Experience in understanding integration of digital and eCommerce sales growth around products, solutions and go-to market plans.
• Experience in the development, design and enablement of Digital and eCommerce value propositions that work for Consumer & HNW clients.
• Strong understanding of digital, open banking and platform integration into a segment.
• Experience in leading, integrating, delivering client solutions through multi-disciplinary teams and of digital platforms.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Challenging Ideas
• Convincing People
• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Generating Ideas
• Interacting with People
• Interpreting Data
• Making Decisions
• Providing Insights
• Showing Composure

Technical Competencies:

• Customer Understanding ( Consumer Banking)
• IT Business Analysis/ Feature Analysis
• IT Systems
• Performance Management
• Product and Services Knowledge
• Project Management (Project Mgmt)
• Service Management Processes