Manager, Financial Fitness Academy & Client Experience SBG11 at Standard Bank Group

Job Purpose:

To be the lead event facilitator and Lead coordinator of the Financial Fitness Academy™ (FFA) . To develop a consistent approach to client experience through implementation and adoption of the client experience minimum standards, frameworks, and rules. Support the management of the resolution of client and staff friction points to improve the overall client experience considering the overall client experience objectives across Insurance and Asset Management.

Output:

Financial Fitness Academy Strategy

• Drive collaboration and integration of the client value proposition in PPB, BCB, CIB and IAM within the IFSO concept.
• Develop customer experience maps and identify any potential risks to customer experience or business impact and alerts relevant stakeholders accordingly.
• Provide input into customer insights, development and definition of customer personas.
• Generate, monitor, relay and drive the conversion of leads generated through the FFA to the respective business units providing regular reporting on various metrics covering these areas.
• Equip and develop a team of facilitators through a ‘Train the Trainer’ model to grow capacity and scale the delivery of the FFA.
• Scoping projects, leading projects and managing deliverables; understanding needs, troubleshooting problems, and proposing alternatives; compiling findings and presenting insights

FFA Execution

• Lead content developer and strategic input into the continued alignment of FFAs to target audiences.
• Quality control of FFAs across the bank.  
• Strategic input to the development of FFA digital applications such as What Matters Application (App).
• Ensures procedures are followed to meet and maintain quality service levels and turn-around times. Strives for continuous service improvement.  Ensures accuracy of information when engaging clients. 
• Ensures that confidentiality of customer information is always maintained.
• Monitor performance (sales against targets) of acquired clients by tracking all recorded sales and activity schedules; leverage existing technology (Remote on-boarding), to ensure effective solution delivery.
• Monitors real time (i.e. live) incident response mechanism (e.g., excessive, and repeat incidents, queues, etc.) and uses outcomes to support implementation of improved customer experience.
• Adheres to all risk and compliance requirements in relation to client engagement and fulfilment of client demands.

Business Development

• Engaging with prospect clients to build a pipeline of FFA engagements to meet business aspirations.
• Identifies opportunities to cross-sell the bank’s products to clients.
• Scoping FFA programmes and managing deliverables.
• Understanding needs, channeling to the right teams to propose solutions.
• Compiling insights, writing reports and preparing presentations.

Client Experience

• Drive a 'customer first approach' to all client engagements through various touch points across the bank.
• Embed use of Salesforce as the chosen strategic Client Relationship Management tool for the bank.
• Establish and implement effective process flow for resolution of client complaints and enquiries across Insurance and Asset Management.
• Analyzing client pain-points and picking common themes and championing or recommending measures to address the same.
• Ensuring agreed service standards for all IAM third parties across Insurance, Investments and Asset Management are adhered to.
• Coordinating regular engagements with third party service providers with a view to enhance client experience.
• Coordinate and conduct client satisfaction surveys across IAM businesses.
• Directly responsible for all escalated client service issues.
• Develop and implement data driven strategies and initiatives to improve customer experience.
• Responsible for all direct client communication including but not limited to announcements and product change information.
• Provide monthly management reports on customer satisfaction levels and insights.
• Monitor international standards of service and consistently enhance customer service practices.
• Responsible for all client appreciation activities including end of year gifting.

Customer Journeys

• Implement, enable, maintain, scale, adapt and entrench customer journeys in Insurance and Asset Management.
• Responsible for the customer interaction strategy and roadmap through different client journeys, driving performance through the business to achieve a cohesive and optimal experience for all customer touchpoints.
• Adopt the first design principles thinking into designing of client solutions with a view of making sure that optimal client experience is attained at the point of solution design and manufacturing as opposed to reactive improvements once the client and registered a complaint.

Client Insights

• Provide quantitative and qualitative information that provides an understanding of the behavior of customers as they seek to achieve their goals.
• Gather and interpret data on customer satisfaction for various business segments.
• Lead on conducting NPS scoring and Client Service Surveys in conjunction with business segment heads and other relevant internal and external parties.
• Assist in follow up on root-cause analysis for emerging issues with a view of identifying corrective action.
• Make use customer service data, observations and market trends and reports to get a clear picture of the areas for improvement.
• Analyses customer issue trends to develop solutions and recommend process changes and improvements to increase customer satisfaction.

Risk Management

• Maintain an adequate control environment and operational procedures to prevent loss from non-adherence to controls.
• Make sure you are aware of and comply with data confidentiality requirements.

Governance

• Make sure all general legal and regulatory requirements relating to specific activity are complied with.
• Ensure all information is handled appropriately where necessary exposure to information which may be confidential or sensitive should be notified to Compliance.
• Operate within the highest standards of AML Management and other control as stipulated by the Bank and regulators.
• Be aware of and comply with Group policy, local laws and Regulators relating to the prevention of Money Laundering and Terrorist Financing including Treating Customers Fairly(TCF) requirements.
• Ensure you remain alert to the risk of money laundering and assist in the Bank’s effort in combating it by adhering to the key principles in relation to: identifying your customer, knowing your customer, reporting suspicious, safeguarding records and disclosing suspicious to customers.  
• Regulatory & Business conduct. This includes the responsibility for the conduct of individual in sales by ensuring behaviours set out in the Group Code of Conduct are followed and that the business/country/function achieves the outcomes set out in the Principles and Pillars.
• Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with, in letter and spirit, all applicable laws and regulations, including those governing anti-money laundering, terrorist financing and sanctions; the Group’s policies and procedures; and the Group Code of Conduct. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
• Embed the Group’s values and code of conduct to ensure that adherence with the highest standards of ethics and compliance with relevant policies, process and regulations among employees form part of the culture.
• Adheres to the Code of Banking Practice. 

Qualifications

Minimum Qualifications

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

Experience Required

• 5 - 7 years Insurance & Asset Management 
• 5- 7 Years’ Experience in the banking, investment, insurance, financial services industry.
• Experience in an operations environment (e.g., service fulfilment processes and systems). Knowledge of the bank's products, compliance procedures and regulations governing the management of financial services. 

Additional Information

Behavioral Competencies:

• Convincing People
• Developing Expertise
• Developing Strategies
• Directing People
• Empowering Individuals
• Exploring Possibilities
• Interacting with People
• Making Decisions
• Resolving Conflict
• Taking Action
• Team Working

Technical Competencies:

• Business Acumen (P&C)
• Financial Acumen
• Interpreting Financial Statements
• Product Knowledge (Consumer Banking)
• Written Communication