Head, Direct Banking at Standard Bank Group

Job Purpose.

To ensure the consistent integration, adoption and application of the PBB AR Customer Acquisition and Retention strategy and related toolbox(es) for Direct Banking offerings that will aggressively grow the client base in country (i.e. acquisition through ecosystems). To drive the implementation of the Direct Banking Client Solutions in country to improve overall client and revenue growth.

Job Specifics.

• Adhere to client experience framework and measurement.
• Check alignment to the PBB Human Capital standards with regards to all employee-related matters for own team.
• Check that escalation procedures exist for the reporting and resolution of specific breaches of policy, regulatory breaches, etc.
• Determine and guide performance and associated award in consultation with PBB Human Capital, and in alignment with SBG guidelines for own team.
• Develop country client risk appetite based on the defined framework which is signed off by PBB AR in conjunction with PBB Risk.
• Identify current and potential employee skill requirements in consultation with the PBB Human Capital function.
• Implement a first line risk management capability for client facing channels to ensure compliance.
• Implement and adhere to the SBG Cybersecurity policies to mitigate risk.
• Implement and monitor risk management for Direct Banking (e.g., operational and credit risk).
• Implement client standards and policies aligned to PBB AR minimum standards and enhance for local requirements in agreement with relevant toolbox owner(s).
• Implement internal audit and operational risk remediation actions and close out all matters relating to Direct Banking.
• Implement the agreed risk framework and appetite in alignment with toolbox owner and country Risk Corporate Function requirements.
• Implement, track and report on agreed financial and non-financial metrics (e.g. number of client defaults, net promoter score, client growth, etc.).
• Keep abreast of industry trends and macro challenges and adjust the Direct Banking strategy accordingly.
• Lead, inspire and coach a team of professionals, develop talent, create succession to key roles.
• Mobilise employees in order to fulfil the bank's objectives regarding client service; sales; people management and engagement; transformation; risk and compliance.
• Monitor and report Direct Banking adherence to regulatory requirements.
• Provide input into and adhere to the risk control procedures and governance as defined for Direct Banking in consultation with PBB AR and country Risk Corporate Function.
• Provide input into client journeys development as delegated by PBB AR.
• Provide input into the PBB AR Customer Acquisition and Retention strategy.
• Provide input on toolbox development for consumption by other countries where common benefit could be derived, as approved by PBB AR.
• Report on Direct Banking's performance in country and undertakes remedial actions to ensure financial outcomes realisation.
• Responsible for the achievement of the agreed financial outcomes for Direct Banking in country.
• Work with country Product to identify, design and deliver fit-for- purpose client centric product solutions.

Qualifications

Minimum Qualifications

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

Experience Required
Relationship Banking (Client Coverage)

• Business & Commercial Banking
• 8-10 years Extensive experience in Retail Banking and Business Banking, including the design and development of customer solutions; identifying key drivers of income and cost lines. Experience in successfully growing the customer base, managing and growing a balance sheet and income statement. Proficient in the design and understanding of data management, analytics and business intelligence. Experience with products and processes across multiple segments and platforms.

Additional Information

Behavioral Competencies:

• Developing Strategies
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Interpreting Data
• Inviting Feedback
• Producing Output
• Providing Insights
• Pursuing Goals
• Resolving Conflict
• Team Working

Technical Competencies:

• Continuous Process Improvement
• Customer Understanding ( Consumer Banking)
• Financial Acumen
• Operational Planning
• Product Knowledge (Business Banking)
• Risk Management
• Strategy Definition