Manager, Digital Adoption at Standard Bank Group

Job Purpose.

• To drive customer digital platform adoption through digital registrations and utilization in order to increase revenue and improve client experience on digital channels for existing & new PPB customers.

Output.

Client

• Identify reasons for low digital adoption and develops proposals to remediate.
• Prepare implementation plans for approved remedial actions and drives execution across Client Coverage teams.
• Provide input into new CVP developments and enhancements that will support digital registrations and continued utilization of digital channels.
• Provide consolidated reporting of trends for client digital adoption across all sectors and segments.
• Provide input into campaign development and Marketing briefs to promote digital channels.
• Provide input into execution of Marketing initiatives for key adoption campaigns.
• Develop a category strategy with regards to initiatives aimed at, adoption and self-service banking.
• To ensure customer adoption and utilization of digital channels, web, social media.

Data

• Review internal data (including customers, competitors and the external environment) and uses this information to drive digital adoption initiatives and as input into stakeholder reporting.
• Obtain market trends (local and international) as well as customer needs and utilises this information to further provide input into the digital channel adoption plans.
• Work with the digital marketing team to understand customer behaviours as it pertains to traffic building and adoption.

Financial Management

• Guide Client Coverage teams to achieve the set adoption targets that will lead to financial growth.
• Develop business cases that promote digital adoption, including trade off proposals for costs vs benefits.
• Monitor campaign expenditure against adoption growth, revenue and makes decisions to continue or terminate campaigns in collaboration with relevant stakeholders (i.e. line manager, Client Coverage teams).

People

• Ensure alignment to the People and Culture standards with regards to all employee-related matters.
• Identify current and potential employee skill requirements in consultation with the People and Culture function.
• Set the example in line with the Groups leadership identity, core values and People Promise.

Risk, Regulatory, Prudential & Compliance

• Ensure satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by Group Internal Audit.
• Manage Operational Risk loss within a prescribed tolerance limit as it pertains to digital adoption.
• Adhere to risk framework, appetite, risk control procedures, governance and risk toolbox.
• Review competitor digital value proposition strategies and their positioning in respect of digital banking channel solutions in order to inform adoption tactics.
• Work with the Personalisation and relevant MIS teams to continually analyse customer data and proposes corrective action in order to respond to the customer's needs.
• Ensure relevant, baselining, tracking and reporting of all initiatives related to Digital Adoption.
• Review key customer insights relating to the uptake and utilisation of our digital channels, through constant engagements/initiatives with the Client Coverage teams (i.e. Provinces, Branches, Voice Branch).

QUALIFICATIONS
Minimum Qualifications

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

Experience Required

• Digital & eCommerce, CHNW
• Consumer & High Net Worth
• 5-7 years
• Experience in promoting or selling digital banking products and processes. Marketing experience and designing of campaigns. Experience in change management within a digital banking or technology solution environment.
• Experience and understanding of digital platforms enabling other value streams teams to deliver with substantial autonomy (platforms as a product).

ADDITIONAL INFORMATION
Behavioral Competencies:

• Developing Strategies
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Making Decisions
• Producing Output
• Pursuing Goals
• Showing Composure
• Team Working
• Understanding People
• Valuing Individuals

Technical Competencies:

• Customer Understanding ( Consumer Banking)
• Data Driven Digital Marketing
• Product Knowledge (Consumer Banking)
• Risk Awareness
• Risk Management
• Risk Response Strategy
• Risk/ Reward Thinking