Head, Global Market, Sales at Standard Bank Group

Job Purpose

To develop and implement the Client Experience strategy and framework across Global Markets to drive the modernisation agenda to grow share of wallet, maximise GM returns, optimize platform utilisation and achieve and sustain an excellent client experience. Guide GM Client Experience to formulate strategic and tactical plans to implement client frameworks and tools to ensure the achievement of strategic Client Experience objectives.

Job Function 

• Collaborate with GM management team to formulate strategic and tactical steps to implement the Client Experience modernisation and digitisation agenda across the value chain.  Guide and oversee GM Client Experience roadmap to implement against the CIB modernisation and digitisation strategic initiatives. Implement programme governance structures across all Client Experience initiatives to manage on time quality delivery of initiatives.
• Collaborate with IT and GM Digital to assess, plan and implement the digital transformation to enable the modernisation and digitisation of the GM client experience.
• Collaborate with Sales, Product, Client Service and Operations teams to plan and implement simplified, modern and digital service models to support internal efficiency and client productivity gains. Present client experience insights and metrics to GM and CIB SA Client Services leadership to inform leadership decision making. Participate in market and industry forums as a client experience thought leader to establish GM at the forefront to Client Experience service delivery.
• Develop a 5-year consolidated GM Client Experience strategy to realise the Client Experience agenda across the value chain and product offerings of GM Fixed income and Equities asset classes. Guide the implementation of best practices to improve the client experience across all touch points of client engagement. Design and drive adoption of GM Client Experience Framework and plan to execute on the GM Client Experience strategic objectives.
• Develop and implement best practice methodology to proactively identify and manage client service breakdowns to minimise the impact on the client experience. Develop monitoring mechanisms to identify channel failures and product deficiencies and remediate at source to minimise reputational risk and improve the client experience.
• Drive the adoption of Client enablement principles, frameworks and tools developed in collaboration with the CIB Client Experience steering committee across the GM value chain to enable digital client onboarding, real time client self-service, request logging, tracking and monitoring to improve the client experience.
• Embed risk management and governance frameworks within Client Experience initiatives across GM to protect the best interests to the client and maintain compliance standards.
• Guide the development of data models to enable the monitoring and analysis of client experience across GM value chain. Develop and track Client Experience metrics for GM to manage delivery against Client Experience objectives. Manage the GM client data management governance across the value chain and support IT systems to enable reliable monitoring of client experience touch points to identify service breakdowns.
• Manage effective achievement of Client Experience objectives through leadership of managers and internal stakeholders to deliver the required service to clients. Set individual objectives, manage performance, build capacity to support succession planning and motivate the team to maximise functional performance and maintain employee engagement.
• Monitor client experience feedback, industry trends, competitor analysis and performance against Client Experience strategy measures to assess GM Client Experience service delivery against best-in-class service standards.  Build a network of internal and external stakeholders to maintain awareness of market trends and manage perceptions of GM Client Experience delivery.
• Participate in product forums to provide insight and feedback on client experience objectives, best practices and performance to support decision making. Partner with Product Managers to enhance products in response the client identified pain points empowering the client with more self-service, automated and online mechanisms.
• Set, manage and report on Client Experience’ financial performance versus the set budget expenditure and variances to ensure meeting of set targets.  Engage with Finance to obtain and review financial data, to plan budgets, forecast cost containment initiatives and measure performance of Client Experience initiatives across the value chain.

Qualifications

Minimum Qualifications

• Type of Qualification: Post Graduate Degree
• Field of Study: Business Commerce

Experience Required
Macro Generic

• Global Markets Client Experience
• 3-4 years
• Knowledge and experience developing, implementing, monitoring and enhancing client experiences. Skills in client strategies, segmentation, client delivery based on insights gathered from client data, feedback, industry data, competitor information. Knowledge of end-to-end client onboarding process and execution as well as client journey mapping and design. Experience in crisis management with expertise in client research, user experience and creative solutioning and design
• 8-10 years
• Subject matter expertise and experience of digital transformation and CRM platforms and capabilities. Experience in defining digital technology roadmap to digitally enable the distribution of products and engagement with clients and employees. Deep working insights within the technology environment, with domain expertise from a channel and platform perspective. Experience evaluating and implementing third-party product or service solutions and managing ongoing relationships with third parties.
• 8-10 years
• To demonstrate expert understanding of financial & global markets, risk, regulatory environments & license holder obligations in relevant jurisdictions. In-depth understanding of products and channel capabilities within Financial Services, acquired through experience in a client facing role such as in Operations, Services or Client Experience. Knowledge of end-to-end client onboarding process and execution as well as client journey mapping and design.

Total number of years' experience

• 13 years

Additional Information

Behavioral Competencies:

• Adopting Practical Approaches
• Challenging Ideas
• Convincing People
• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Generating Ideas
• Making Decisions
• Providing Insights
• Pursuing Goals
• Upholding Standards

Technical Competencies:

• Client Value Propositions
• Continuous Process Improvement
• Digital Advocacy
• Stakeholder Management
• Strategic Planning and Reporting