Manager, Personalisation Business & Commercial Banking at Standard Bank Group

Job Purpose:

To create and manage a multi-disciplinary insights and analytics team that partners in the design and delivery of personalized client conversations for BCB Clients, country. To design, develop and execute a client conversation portal (e.g. NBA) enabling bankers to have contextually relevant and meaningful conversations with clients.

Outputs:

• Accountable for risk management and adherence to all governance standards for the continued sustainability of the BCB Clients, SA segment.
• Adhere to various domain guidelines.  Collaborate with other segments, Client Solutions, Innovation, platform enablers and Corporate Functions for the enablement of multi-products and services.
• Commercialise developed insights and analytics.
• Continuously scan the external environment in order to keep abreast with new developments in partnerships, business and technology.
• Create in-province champions and ownership in driving effective provincial adoption of insights, triggers, and platforms.
• Define and implement remedial actions in collaboration with country, other segment heads and Client Solutions.
• Define and implement the financial outcomes required for BCB Clients SA Personalisation in line with BCB Clients requirements and in close collaboration with domain heads, Innovation and Platform enablers.
• Deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organization.
• Demonstrate leader-led direction and behaviours to enable successful transformation of the Personalisation capability into the new business model.
• Develop appropriate recovery and resolution plans to protect segments client journeys’ data from any untoward event.
• Develop client risk appetite based on the defined framework which is signed off by BCB Clients, SA in conjunction with Risk.
• Develop new real-time use cases to cater for time sensitive requirements of clients.
• Develop, define and analyse metrics on usage, acceptance, value add and market specific nuances to client in collaboration with capability heads, countries, Innovation and platform enablers.
• Develop, productionalise and maintain statistically robust and accurate campaign models to facilitate conversations in main markets, take-up optimization across acquisition, retention, right-sell, and cross-sell interventions.
• Direct product / customer engagement campaigns based on contextual relevance, right time and right channel.
• Drive and entrench a consistent client experience through all engagement platforms.
• Drive Customer Conversations Portal (NBA) front-end re-design with improved user experience / visualization for both Relationship and Main market segments.
• Drive satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
• Drive scalability of user experience design based on digital and physical integration points around product, campaigns and go-to market timelines (must take market relevance into consideration).
• Embed Group culture initiatives (e.g. Vuka, Care and Growth) in Trade and Africa China Banking, BCC Country.
• Provide country data, analytics and insights and approach to help understand and measure scalability, uptake and investment on product through user experience design.
• Provide input into financial and non-financial metrics (e.g. client attrition, profit growth and return on investment, etc.) for countries.
• Provide input into other ecosystems in order to provide our clients with convenient access to a range of diverse products and services.
• Provide input into talent strategy developed by People and Culture.
• Provide original and innovative thinking, informed by deep customer understanding, in solving for customer conversations.
• 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.
• Strike a balance between the provision of analytics for rapid turnaround (e.g., campaigns) and longer term (e.g., value driven analytics for identifying ideal customer).
• Strike a balance between the provision of analytics for rapid turnaround (e.g., campaigns) and longer term (e.g., value driven analytics for identifying ideal customer). Provide original and innovative thinking, informed by deep customer understanding, in solving for customer conversations.  Demonstrate leader-led direction and behaviours to enable successful transformation of the Personalisation capability into the new business model.
• Track and monitor the client conversation portals in country in order to provide input and insights to shape personalisation for BCB Clients, country.
• Track and report on adoption and provides feedback to relevant domain owners and capabilities.

Qualifications

Minimum Qualifications

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

Experience Required
Personalisation, BCB

• 8-10 years Proven experience in deep quantitative, analytics, and modelling environments with proven track record on delivering both customer and commercial outcomes. Proven track record in customer insights and analytics environment with end-to-end accountability on translating data in to insights and translating the derived insights in to actionable customer conversations delivering both customer and commercial outcomes.

Additional Information

Behavioral Competencies:

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

Technical Competencies:

• Business Acumen (Audit)
• Economic Capital Management
• Financial Acumen
• Financial Analysis
• Risk Identification
• Risk Reporting
• Risk/ Reward Thinking