Job Openings at Standard Bank

Job Purpose

As a key member of the Senior Client Solutions Team, the Business Manager, is responsible for supporting the Head of Client Solutions with the delivery of the of the Standard Bank Client Solutions strategy in Kenya.
The focus of the Business Manager is to ensure that the Client Solutions operating model is fit for purpose and on coordination, execution (mostly technical) and follow-up of day to day actions generated by the Head of Client Solutions across the business and overseeing a programme of strategic projects relevant to the segment.
Included in the scope is the provision of capacity to the Client Solutions team for ad hoc, strategic or other prioritised pieces of work.
The Business Manager will work closely with the Head of Client Solutions for matters relating to client experience across the business.

Key Responsibilities/Accountabilities

• Support strategy formulation and execution
• Support the Head of Client Solutions with the formulation of strategy and the overall process of executing against the strategy.
• Monitoring, measurement and reporting on progress against the strategy and KPIs.
• Collaborate closely with internal Client Solutions stakeholders, Wholesale, Business and Commercial and, Consumer and High Networth stakeholders, Corporate Functions and stakeholders in core territories to kick off new work streams, coordinate efforts, monitor, review and report on progress against plans or objectives.
• Client experience
• Identify day-to-day service issues and high touch activities - monitor progress and get involved to “do whatever it takes” to ensure successful resolution in terms of client experience.
• Identify trends in complaints or day-to-day issues and recommend or implement improvements as appropriate.
• Coordinate client survey interpretation and actions.
• Implement “quick win” best practice client experience initiatives.
• Reporting
• Compile monthly Client Solutions report (and various variants) for submission to bank Leadership Council, Client Solutions Leadership Council, and other Group and Africa Regions Client Solutions Leadership Councils.
• Take ownership of Client Solutions meeting calendar and ensure coordination, arrangement, paper distribution and proactive planning of agendas.
• Compile reports and generate appropriate management information where appropriate or coordinate report preparation in line with agreed standards.
• Client Solutions Operations
• Collaborate closely with Corporate Functions to ensure that operations of Client Solutions are run effectively and efficiently within the context of the Client Solutions operating model,
• Understand and analyse costs
• Monitor impact on service standards and SLAs
• Liaise with all business and Corporate Functions and (non-core) product to ensure seamless client origination, maintenance and reporting
• Facilitate, monitor and track the implementation, maintenance and management of an effective system of controls throughout Client Solutions, covering non-financial as well as financial controls;
• Facilitate the establishment and coordination of appropriate standards of Service across Client Solutions and monitor compliance therewith.
• Provide streamlined middle and back-office support to Business Units – design and manage processes.
• Client Solutions Programme Management
• Manage, monitor and report on progress of Client Solutions projects
• Support Client Solutions projects and programmes as and when required
• Products Management Support
• Support the sales teams in conceptualisation and development of new products.
• Support the relevant product governance teams e.g. NACS process as far as Client Solutions is concerned.
• Support the budgeting formulation and revision process as per Standard Bank guidelines.
• Support ongoing product management and maintenance.
• Development of appropriate sales/service support tools.
• Collaborate closely with the finance team to ensure all financial systems, processes, controls and reporting are fit for purpose as agreed with the Head of Client Solutions:
• Produce business-specific management information
• Ensure compliance with financial guidelines
• Coordinate the compilation of a yearly budget for Client
• Solutions and Rolling Forecasts as required by Finance. Provide context and variance analyses to substantiate the numbers in line with the agreed strategic plan.
• Strategic Initiatives – Support Business Development
• Provide research and capacity for the evaluation of new opportunities on a case by case basis
• Provide research and capacity for the tracking and monitoring of benefit realisation on various important Client Solutions initiatives

IMPORTANT RELATIONSHIPS

• Client Solutions Team
• Business Functions (Wholesale, Business & Commercial and Consumer & High Networth)
• Corporate Functions
• Group Client Solutions business heads, and relevant staff across jurisdictions
• External Service providers, as and when established.

KEY PERFORMANCE MEASURES

• 25% = Client Solutions KPI Dashboard – as agreed (annually) – will include:
• Financial measures;
• Client focused measures;
• Measures covering people, process and risk.
• 75% = Individual KPIs
• Annual planning and budgeting
• Client Solutions meeting calendar, appropriate agendas and management information
• Client experience
• Monitoring and performance of Client Solutions operations
• Programme management effectiveness
• Integrity of segment info and client lists
• Ad hoc request performance
• Quality and effectiveness of collaboration with stakeholders

Preferred Qualification and Experience

• Minimum appropriate financial or investment degree - postgraduate qualification would be an advantage
• Proven track record in the financial services industry at a senior leve

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Job Purpose

To lead the implementation of the Stanbic Kenya Management Data Privacy Framework and as it relates to the holistic approach to Information Risk Management. To ensure country compliance with applicable Privacy laws, regulations and industry standards. To lead the implementation of the Data Privacy Compliance Framework across all business units in the bank.

Key Responsibilities/Accountabilities

• Risk, Regulatory, Prudential & Compliance
• Drive and participate in oversight committees and forums relevant to specialised area of expertise, in order to monitor the implementation of the Risk Management Data Privacy Framework.
  • Keep abreast of and analyse relevant legislative and regulatory developments in collaboration with key stakeholders such as Integrated Operational Risk, Compliance and Legal in order to inform the Risk Management Data Privacy Compliance Framework, to understand the implications for the organisation and to deliver expert advice in collaboration with key stakeholders such Integrated Operational Risk, Compliance, Group Legal and Local Data Privacy Officers.
  • Lead and drive the digitisation, culture, data driven approach, monitoring and assurance activities and toolbox enablers to ensure the implementation and embeddedness of data privacy across the entire organisation
  • Escalate all strategic and high-risk issues to the Chief Information Risk Officer to ensure these matters are dealt with timeously and as per the standards set out it in the Risk Management Compliance Framework.
  • Provide view of regulatory Data Privacy landscape and provide fit for purpose Data Privacy Governance Documentation Universe for implementation by business areas.
  • Recommend and advise on best privacy practices and controls for processes and systems for Client Segments and Client Solutions to effectively monitor and control adherence, conformance and compliance to all policies and standards as per the Governance Documentation Universe in order to ensure compliance with statutory and regulatory laws.
  • Provide specialised advice to senior stakeholders across Client Segments, Client Solutions and Corporate Functions in collaboration with key stakeholders such as Integrated Operational Risk, Information Technology, Compliance and Legal on the required minimum standards, strategies, projects, plans, initiatives, reporting and other relevant activities to ensure compliance with all standards and legislative requirements.
  • Develop and maintain a Data Privacy reporting mechanism that's integrated into Information Risk reporting that will ensure efficient, high quality and consistent reporting is delivered as required to the relevant committees, forums and regulators.
  • Leverage specialist knowledge to enable the enhancement, maintenance and implementation of the relevant part of the IR Governance Documentation Universe in order to significantly contribute to the assurance that business is undertaken in a compliant manner to avoid operational losses, fines, penalties or reputational damage.
  • Implement, maintain and participate in effective governance structures in order to meet the requirements imposed by governmental bodies, regulators, industry mandates or internal policies.
  • Lead the implementation of the Risk Management Data Privacy Compliance Framework in collaboration with key stakeholders, pertaining to all products and services, across the bank to ensure that business is undertaken in a compliant manner to avoid operational losses, fines, penalties or reputational damage and enables the competitive advantage of the Bank.
• Strategy
  • Develop and maintain the Risk Management Data Privacy Compliance Framework - covering strategy, policy, process, procedures, standards, guidelines, training, objectives, metrics and governance - to ensure consistency of implementation and the alignment to the changing regulatory and legislative requirements across all relevant countries and jurisdictions and international best practices and standards. Where these are available from the Group, support with cascading the same.
  • Generate strategies and alternative solutions to address changing regulatory requirements to inform the Risk Management Data Privacy Compliance Framework.
  • Ensuring alignment to Information Risk strategy taking into consideration the management of Data Privacy Risk as a sub risk type of Information Risk.
• Client
  • Provide specialist advice and guidance to stakeholders and clients (Trusted Adviser) as it pertains to Data Privacy. Where necessary provide training to targeted business areas or internally. Engage in the appropriate forums and workshops to convey relevant matters to wider audiences when required. Design and dispense training and awareness initiatives pertaining to the Data Privacy Framework.
• Data
  • Contribute in recommending privacy requirements and controls to the governance & strategy of the Enterprise Data Office and Committee in adherence to the approved data standards.
  • Provide guidance on the privacy controls on the collection, capturing and maintenance of data as it relates to personal information and will effectively guide critical business decisions as it pertains to Data Privacy.
  • Deliver holistically on all the regulatory and internal reporting requirements so far as it relates to personal information.
• Technology & Architecture
  • Contribute in recommending privacy controls for the Technology Risk Management Plan in the context of the Data Privacy requirements. Contribute in recommending privacy controls to ensure privacy by design and privacy by default is considered in the design and implement phases of for the relevant technological enhancements.
• Financial Management
  • Identify opportunities to reduce costs.
• People
  • Build, develop and maintain relationships with the key internal and external stakeholders relevant to the Data Privacy area of specialisation.
  • Leverage strong personal power across all stakeholders across all business units. Influencing stakeholders to adopt, embed and comply with the Data Privacy Framework is an essential outcome.
  • Product
  • Provide specialist advice, guidance and enhancement of controls to products, services, processes that relate to Data Privacy as the focus areas of the function. Ensure that Data Privacy Risk Management requirements are met.

Preferred Qualification and Experience

• First Degree in Information Technology; Legal; Computer Science or Bachelor of Commerce degree
• Certification CISSP; CISA; CRISC; CDPSE or any privacy related or technology certification – at least one Mandatory
• Legal, Risk Management or Information Technology degree would be a minimum qualification requirement for this role as well as an appreciation of digital transformation and initiatives – Robotics; Innovation; Secure Development
• 4 - 6 years in risk management experience. The role requires a leader seasoned and expert in Legal and Risk Management with profound knowledge of the full dimensions of the field, but deep expertise in the relevant area of specialisation - Data Privacy. Regulatory environment savvy, a proven track record in influencing seasoned leaders and employees across multiple countries, Client Segments and Client Solutions to effectively implement Data Privacy Compliance Frameworks. Be able to quote the acts applicable to Data Privacy.

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Job Purpose

To facilitate the successful delivery and management of business solutions and features by mapping out, coordinating, and overseeing the design, development, and execution of the database, information systems and software applications in country. To lead and guide the team to perform maintenance, support, and upgrading of existing hardware and applications in support of business objectives

Key Responsibilities/Accountabilities

• Strategy
  • Obtain a thorough understanding of the business strategy and translate it into deliverables for the Application Development, Maintenance and Support team in Country
  • Participate in and stimulate dialogue on broadening the scope of interaction with customers by identifying ecosystem partners and or FinTech products with the intent of incorporating products, data or specific processes in the value proposition to customers in country
  • Account for architectural design principles related to reusable services, common technology underpinnings, and strategic technical capabilities being maintained
  • Review and evaluate the effectiveness and efficiency of existing applications and develop strategies for improving or leveraging these systems and research and make recommendations on the technical evolution of the application platform and software products and services in support of procurement and development efforts in country, aligned to Group Technology standards
  • Analyse the existing applications and software products and services to ensure execution and alignment with Group technology strategy, considering IOC principles
• Technology & Architecture
  • Guide and manage the team in the development deployment and support of new applications, systems software, enhancements and upgrades to existing applications in support of business needs in country
  • Oversee and account for the IT management activities and manage delivery of the country business solution portfolio and platforms, including operational management to ensure capacity, resources and design and delivery of the product solution by managing and planning delivery
  • Develop and maintain strong working relationships with key customers at all levels to understand their business drivers and work with the systems analyst to understand requirements and deliver/promote technical solutions as appropriate
  • Manage changes in the environment by ensuring federated testing is executed end to end and implemented in partnership with the Production services team
  • Plan, organise, deliver and maintain business solutions and features for the country, in line with execution and delivery of technology and business strategy
  • Give input to the design and development of test plans (e.g. test objectives, test cases, test data, test scripts) for executing unit, integration, system or acceptance testing to ensure the solution meets the business requirements
  • Mature the Software Engineering practices within Programme by driving System Team capabilities (Change, Automation, Integration) and priorities on the programme backlog
  • Implement and mature the set of methods, practices, standards, guidelines and frameworks that are required to continually improve the quality of technical solutions that are delivered within the Country
  • Provide technical expertise in the development of new and existing applications and assess the requirements of new workflows, and liaise with suppliers on issues pertaining to routine and ad-hoc maintenance, technical support and development
  • Investigate complex problem situations and apply workaround and/or recommend solutions to resolve problems in support of business requirements
  • Understand and translate business operational process needs into improvement specifications for all systems or new application development, ensuring that interfaces with other applications and third party products work
  • Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary
  • Address user experience (UX) and technical debt, and respond to industry developments (e.g. new versions of devices, operating systems / design paradigms) to support the Customer Services/Feature teams in achieving business needs, ensuring that technical debt levels are always kept under control and that re-factoring / remediation / simplification takes places on a regular basis
• Financial Management
  • Perform monthly tracking of volumes and cost drivers against budgeted volumes and cost drivers for application development, maintenance and support in country
  • Manage technical debt, rework rates and overall engineering quality and costs, accounting for expenditure and resources remaining within project tolerance.
  • Account for application development, maintenance and support budgets and ensure that expenditure and resources are tracked and remain within project tolerance and escalate issues timeously to prevent over expenditure on budget
• People
  • Monitor the team and provide guidance and coaching so that all level 2 and 3 incidents are closed out within the allocated timelines, ensuring that service level agreements are adhered to.
  • Guide the accurate and detailed documentation of system changes and provide upskilling to the service desk function prior to handover to ensure seamless service support to end users
  • Develop a high performing team by embedding the banks performance process, providing regular performance feedback and coaching and motivating staff in the application development, maintenance and support team to excel
  • Afford technical subject matter expertise in the technical domain by providing solutions and advice to business across multiple problem sets, working with vendors to improve technical domain solutions as well as providing support to the team
• Risk, Regulatory, Prudential & Compliance
  • Drive and champion a positive risk culture and attitude within the Application Development, Maintenance and support function, establishing appropriate risk oversight and governance processes and structures.
  • Observe sound risk management practices and oversee the implementation of Group Technology minimum standards with regards to application development and maintenance in the Application Development, Maintenance and support team
  • Manage the integrity, and changes to the application development servers and databases and develop data integrity and implement security standards for the systems, co-coordinating requests for access within agreed parameters ensuring data quality
  • Monitor projects throughout all phases to ensure compliance to design standards, and to ensure that the design solution matches the business requirements, alerting project and country technology leadership when there are potential disconnects
  • Consult with solution project teams to develop a solution design which is compliant with the architecture and standards of Group Technology, maintaining alignment to the architectural plan and roadmap, in line with Group and country enterprise reference architectures and roadmaps
• Client
  • Direct the development, implementation and maintenance of business features and solutions for the business lines by agreeing the strategic themes, epics and programmes with the business stakeholders, ensuring the required capacity is available for the delivery requirements
  • Oversee and guide the delivery of high quality level 2 and 3 service level support in collaboration with the service desk and liaise with 3rd parties to ensure the prompt resolution of all requests in line with the Service/Operational Level Agreements
  • Lead and give guidance to 3rd party suppliers and vendors in configuration, development and testing of changes, and team members in requirements definition and implementation with regards to the relevant technology domain
  • Perform monthly service reviews of vendors and 3rd party suppliers to monitor that the service and support provided is within agreed service levels
  • Contribute to the development and maintenance of standards related to Application Development, Maintenance and Support, and country alignment and compliance to these standards, enabling achievement of service levels
  • Collaborate with suppliers and customers to ensure that existing applications are optimised to meet business needs and implement new applications or enhancements within existing applications where relevant
  • Partner with business stakeholders to understand business strategies and to enable end to end delivery and availability of IT Services to support the specific solution in country to fulfil the Country strategic plan
• Data
  • Develop and maintain business impact assessment reports for each application which delivers the specific business services; understanding the critical systems; impact of failure on business and potential operational losses
  • Monitor and report on progress for changes of approach and recommend solutions for successful implementation

Preferred Qualification and Experience

• First Degree in Information Technology
• Total number of years’ experience: 10 years
• Proven experience in analysing complex business problems and needs involving multiple applications, platforms and database interactions and recommend technology solutions. In-depth understanding of IT Infrastructure including cloud and development integration
• Extensive experience in engaging with business, technology partners and external providers in providing 2nd level support
• Proven experience in Infrastructure / Technical, support, Systems Administration, Applications support, Electronic Banking/Channels Support, Programming, Database Administration, Systems Analysis