Jobs at Standard Bank Group

JOB PURPOSE

Complement the efforts of the  PRIVATE BANKER in Providing a relationship-based offering to affluent individuals to meet the financial needs and service expectations of AFFLUENT individuals as per the segment value proposition. 

KEY RESPONSIBILITES

• Deliver a high level of individualised service to assigned portfolio of Private Banking customers. Attend to customers promptly and, where appropriate, assist the customer with migrating to more convenient self service channels.
• Deliver a superior level of Service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers. Effectively resolve all customer enquiries, complaints and issues referred by the Private Banker or raised directly by the customer.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Provide effective and efficient administrative support to the Private Banker. This includes account opening support (check that all documentation has been received and forms have been completed and signed), processing account/customer related documentation, capturing new account details and applications on the bank system, following up on the status of applications, transactions, and queries with relevant support areas.
• Assist Private Banker in completing credit applications and credit reviews. Attend to credit-related correspondence in line with credit policies and procedures.
• Manage credit and operational risks as set out in compliance and credit guidelines.
• Ensure all limits are loaded (credit, withdrawal, electronic payment, etc), market segment codes are correct, standard pricing charges are accurately loaded.
• Ensure activation and usage of transaction accounts, proactively monitoring any dormancy flags.
• Ensure proper procedures are followed when closing accounts, including the recovery of outstanding funds/fees and retaining chequebooks/cards. Refer all requests for account closure to Private Banker before closing accounts. Handle such requests with sensitivity and establish the reason for closure request. Where possible, endeavour to rescue the account.
• Load debit and/or stop orders.
• Order and follow up on all new & replacement Credit, Debit and ATM cards ensuring that the instruments are delivered to the customers within stipulated card processing SLAS.
• Give notice on investment/deposit accounts, as per customers’ requests.
• Capture appropriate updates & amendments to customer records.
• Link all appropriate accounts to customer profile to ensure a true and full view of customer’s relationship with Stanbic/Standard Bank.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity, etc.
• Scrutinise credit reports including and not limited to Exception reports, referral reports, expiring limits reports, dormancy reports, KYC compliance reports, Annual Reviews and action them in line with the processes and procedures governing each of them daily, weekly or monthly as appropriate.
• Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc in line with the Private Banking Customer Service Charter.
• Assist Private Banker in developing a comprehensive calling/contact management programme for all customers within own portfolio.
• Pro-actively identify cross-sell opportunities (including product and channel opportunities) within assigned portfolio for Private Banker by analysing customer information on the bank’s system, financial information submitted by the customer and bank reports.
• Assist in migrating qualifying customers (as defined by the segment value proposition) from the Branch to the Private Banking Suite.
• Interact frequently and build strong internal working relationships with enabler and fulfilment colleagues to ensure that Turnaround times and SLA’s are adhered to.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.
• Follow through promptly and meticulously on instructions given by Private Banker.
• Keep Private Banker informed of progress made on customer matters. Surface ‘bad news’, complaints and claims quickly and transparently.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
• Continuous self-development to improve knowledge, skills and competencies by actively pursuing learning and career development opportunities, seeking out and acting upon feedback in terms of own performance.

QUALIFICATIONS

• 3 to 5 years’ banking experience, preferably dealing with high net-worth individuals in a portfolio context.
• Experienced in upholding the highest levels of service.
• Exposure to branch back-office and sales support functions.
• Experience in completing loan applications successfully.
• Relevant business/financial qualification.
• Ability to interpret financial statements.
• Ability to process Credit applications and action reports as per the laid down procedures and policies.
• High levels of computer literacy - able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.

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JOB PURPOSE

To grow and retain a portfolio of high value commercial relationships by performing a proactive, mobile, value adding financial partnership role, ensuring that close personal attention is given to providing a full array of customised financial solutions and services tailored to meet the growth needs and potential of the portfolio.

KEY RESPONSIBILITES

Profitable Growth in Sales

• Providing advice on, promoting, selling and structuring a wide and diverse range of financial solutions customised to best meet the financial needs of high value commercial customers.
• Selling includes acquiring and opening new business accounts on a face-to-face basis, as well as
• Cross-selling additional value added solutions to the existing portfolio to assist clients in growing their businesses
• Identifying and taking ownership of sales leads generated for associate Group company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking; Bancassurance/wealth management (where available) etc. to ensure a quick and knowledgeable response.
• Mining and analysing customer data to identify and plan for expansion and/or additional business opportunities.
• Developing and implementing a client calling schedule to visit all clients in the portfolio.
• Identifying opportunities to migrate top-end relationships.

Lending Support and Risk Management

• Planning and implementing annual credit reviews for the portfolio.
• Explaining and structuring/ customising credit loan facility options, parameters and qualifying criteria.
• Supporting customers in the completion of credit application information requirements, e.g. balance sheets, financial statements and management accounts.
• Motivating and processing non-scored credit applications.
• Notifying customers regarding the approval/ decline of credit loan facilities.
• Exploring alternative solutions in the event of declines from Credit.
• Monitoring of daily referrals to ensure that client facilities are managed within the parameters set by Credit. Exercising discretion regarding account conduct based on a close knowledge and understanding of client activities.
• Managing and controlling industry sector, client exposure, and securities held to contain risk.

Customer Service Quality and Efficiency

• Providing a central advisory/information/ query handling service point for the portfolio.
• Performing a proactive liaison role between customers and back office service fulfilment and credit functions.
• Interacting frequently and closely with all clients to analyse and establish ongoing needs and to assist clients to better understand their financial requirements.
• Accurately and efficiently processing customer mandates/ documentation requirements for financial facilities.
• Compliance with Legislation
• Compliance with general banking and Credit policies and procedures.
• Ensure compliance with KYC requirements.
• Responsible for the implementation and adoption (within Branch, Department or Section) of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.

People Management

• Managing the Client Analyst to ensure that work standards and quality work output targets are set, achieved and maintained.
• Managing the performance contribution of support staff.
• Identifying strengths and development areas and ensuring that support staff receive the requisite learning and skills development interventions.
• Proactively coaching and mentoring subordinates.

QUALIFICATIONS

• Degree in Finance and Accounting
• 5 – 7 years of banking experience, with 3 to 4 years of relationship management or people management.

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JOB PURPOSE

• Leads and supervises a team of sales consultants with the objective of growing business by providing a readily available, service-focused, knowledgeable, and experienced point of contact for new and existing personal market opportunity through the Workplace Banking and Ecosystem Companies.
• Manage the day-to-day running of the Sales team with a view to provide effective customer service, timely processing of account opening and loans applications, maximising sales opportunities, and ensuring compliance with laid-down procedures to maintain optimal service standards and control risks.
• Ensure customers banking needs are identified and fulfilled efficiently and cost-effectively while managing the risks associated with new accounts.
• Maintain a high level of integrity and ethical standards.

KEY RESPONSIBILITES

People management

• Monitor and manage the performance of sales consultants
• Develop staff through ongoing coaching, mentoring and booking staff on formal training in line with individual development plans
• Build and maintain a strong sales team
• Motivate team and drive team to be annotative in sales
• Set and monitor team goals and standards

Sales

• Achieve sales targets by appropriate allocation of budgets to Universal sales consultants and proper tracking of performance
• Optimise performance through daily monitoring, resources management and implementation of corrective action where necessary
• Keep abreast of all product changes and enhancements that could impact the sales process and ensure team members are well briefed

Credit

• Ensure that all the required steps are taken and controls implemented when acquiring accounts to minimize the risks associated with new business.
• Ensure credit policies are enforced and adhered to at all levels
• Ensure quality control measures are in place to ensure the application and supporting documentation is of the highest quality
• Obtain all the required information and documents for opening of loan accounts or granting of facilities
• Good general knowledge of payment systems, client profiles (Bureau information such as CRB etc)
• Be able to identify and assist with the development of control mechanisms for fraudulent documentation and fraudulent behavior/ activities
• Understand the basic principles of profit/loss, supply/demand, risk, sustainability and compliance
• Resolve account/credit-related customer complaints referred to by subordinates to the satisfaction of both the customer and the bank

Customer service

• Identify customer needs effectively and open new accounts accordingly.
• Ensure that customers are assisted efficiently within the time frames laid down for particular transaction types.
• Ensure that queries and problems are resolved within laid-down time frames
• Cross-sell products effectively.
• Ensure effective turn-around times on customer problem resolution.
• Ensure that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Monitor and analyze Customer Evaluation of Bank Service (CEBS) data to identify strengths and weaknesses.
• Ensure that customer documents, applications for facilities, security documents etc are completed accurately and timeously
• Ensure correct scheduling of staff to meet customer demand.
• Ensure workload fit is achieved
• Prevent practices that would results in reckless lending and lead to customer over-indebtedness

Legislative compliance

• Ensure compliance to statutory and regulatory requirements with regards to customer applications
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
• Ensure compliance standards are met
• Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.

Business development

• Increase sales consultants productivity by responsible selling practices
• Sell the bank’s products proactively and pass on other sales leads to the applicable business areas.
• Report statistics correctly and timeously.
• Implement marketing initiatives and campaigns as required by the segment.
• Keep abreast of changes and new developments in the focus segments
• Build and foster working relationships for the team with key role players such as Credit, fraud departments etc

Reworks

• Ensure your team has zero reworks.

Key performance measure

• Achieve sales targets of the team.
• Grow both the asset and liability books
• Maintain loan portfolio below the non-performing loans hurdle percentage
• Increased profitability as a result of quality growth in market share.
• Positive Internal Audit and Compliance report findings.
• Effective complaint and query resolution.
• Retention of satisfied, well-informed customers, as measured by CEBS results.
• Clean account audit and demographic clean-up reports
• Subordinate effectiveness and motivation.

Internal and external relationships

• Focused on personal market customers, branch staff, other Group companies, Acquisition Channel. Credit Centres and IPC
• List the internal relationships (people, teams or groups) with SBSA employees, departments, support structures, etc.

QUALIFICATIONS

• University Degree
• Professional banking qualification would be an added advantage
• 3-4 years banking experience, with exposure to sales and customer service in the position of Customer Consultant or equivalent
• MS Office skills to be able to report on sales