Openings at Standard Bank Group

Job Purpose 

To implement, enable, scale, entrench, engage and commercialize the Affluent Clients segment value proposition/s and life journeys in country in collaboration with other Segments, Client Solutions, digital and eCommerce, Engineering and country stakeholders through the client engagement platforms.

Key Deliverables 

• Accountable for risk management and adherence to all governance standards for the continued sustainability of the segment in country.
• Accountable for successful delivery of segment client experiences, client growth and financials.
• Accountable for the achievement of the segment financial and non-financial metrics (e.g. client attrition, profit growth and return on investment, etc.) in line with CHNW Clients, country requirements in close collaboration with country, other segment heads, digital and eCommerce and Client Solutions.
• Adhere to various domain guidelines.
• Conduct client sensing in order to improve understanding of client needs.
• Deliver SBG and 3rd party products and services to the Affluent client segment through a client centric platform.
• Demonstrate leader-led direction and behaviours to enable successful transformation of the affluent segment into the new business model.
• Develop appropriate recovery and resolution plans to protect the Affluent segment from any untoward event.
• Develop client risk appetite based on the defined framework which is signed off by CHNW, country in conjunction with Risk.
• Drive and entrench a consistent client experience through all engagement platforms.
• Drive multi-product client experiences to address life events, distributed through client engagement platforms.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters.
• Ensure satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
• Ensure that remedial actions are defined and implemented in collaboration with country, other segment heads and Client Solutions.
• Follow the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).
• Identify current and potential employee skill requirements in consultation with the People and Culture function.
• Implement and monitor risk management across the segment (e.g., operational risk, credit risk, ecosystems risk and partner risk management).
• Implement the client value proposition in country with approved customisations.
• Inspire the team to deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organization.
• Lead and execute the Affluent segment value proposition, related toolbox(es) and client journeys in country and customizes accordingly.
• Leverage client analytics and data to inform changes in the value proposition, priorities and building of client relationships.
• Maintain alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments.
• Make client level pricing and risk decisions within framework and joint decision making on goals and objectives for multifunctional squads within Client Coverage province.
• Partner with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services for the client.
• Provide input into talent strategy developed by People and Culture.
• Provide input into the overall segment value proposition and related toolbox(es).
• 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.
• Track and report on adoption of the strategy and provides feedback to various domains and capabilities (including at client level).

Qualifications

Minimum Qualifications

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

Experience Required
Affluent Clients

• Personal and Private Banking
• 10 -12 years
• Experience in leading, integrating and delivering client sales and service within the Private Banking context. Experience in preparing and motivating credit applications is essential for arbitration processes. Experience in budgeting, forecasting, cost control and sales management is essential. Experience with banking / financial industry products and services.
• Experience in developing, designing and enabling segment value propositions.

Strong understanding of digital, open banking and platform integrations.

Additional Information

Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Convincing People
• Developing Expertise
• Directing People
• Embracing Change
• Interacting with People
• Inviting Feedback
• Making Decisions
• Producing Output
• Resolving Conflict
• Understanding People

Technical Competencies:

• Business Acumen (P&C)
• Financial Acumen
• People Strategy Development
• Product Knowledge (Consumer Banking)
• Risk Identification
• Risk Management

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Job Purpose:

To be accountable for the complete Personalization capability in country, including insights generation, direct campaigns, conversation portals, the creation and management of a multi-disciplinary insights and analytics team that partners in the design and delivery of personalized client conversations for Consumer and High Net Worth clients.

Outputs:

• Accountable for developing, productionising, and maintaining statistically robust and accurate campaign models to facilitate conversations in main markets, take-up optimisation across acquisition, retention, right-sell, and cross-sell interventions.
• Accountable for risk management and adherence to all governance standards for the continued sustainability of the CHNW Clients, country and segment.
• Accountable for the management and execution of personalised campaigns, which is supported by appropriate analytics and behavioural economics principles.
• Adhere to various domain guidelines. Collaborates with other segments, Client Solutions, Innovation, platform enablers and Corporate Functions for the enablement of multi-products and services.
• Conduct experiments on the combination of data and tool sets to best fit business requirements and this require constant adaption based on feedback.
• Creating in-country 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 Personalisation in line with CHNW Clients requirements and in close collaboration with domain heads, Innovation and Platform enablers.
• Define and lead the implementation of the Personalisation value proposition in country with input from segments and capability heads and in alignment with the CHNW Clients value proposition.
• Define appropriate processes for the management of the conversation portal demand from business and ongoing implementation of new conversations.
• Deliver on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organisation.
• Design and formulate a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.
• Design, development, execute and adopt for a complete client conversation portal, in partnership with the Domain, enabling bankers to have contextually relevant and meaningful conversations with clients.
• 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 CHNW Clients, Country in conjunction with Risk.
• Development and enhancement of a complete Customer Conversation Portal models / engines to improve relevance of conversations and introduce advanced conversations in countryCustomer Conversations Portal front-end design with user experience / visualization for both Relationship and Main market segments.
• Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle. Direct product / customer engagement campaigns based on contextual relevance, right time and right channel.
• 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).
• Drive, track and report on adoption and provides feedback to relevant domain owners and capabilities.
• Enable integrated ways of working and collaboration across the value chain to deliver for the client.
• Enable segments in country to deliver through SBG and 3rd party products and services to the Consumer and HNW segments through client centric ecosystem platforms.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters.
• Ensure original and innovative thinking, informed by deep customer understanding, in solving for customer conversations.
• Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates)
• Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.
• Ensure that the country Personalisation capability is built within prudent market risk and conduct parameters. Follow the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).
• Identify current and potential employee skill requirements in consultation with the People and Culture function.
• Identify opportunities from prospective and existing customers (Switching, Cross-Sell, Up-Sell, and Right-Sell triggers / campaigns).
• Implement and monitor risk management across Personalisation capability (e.g., operational risk, credit risk, ecosystems risk and partner risk management). Introduce Portfolio Management capabilities on portals and commercialise developed insights & analytics.
• Lead the implementation of the Personalisation value proposition and all related toolbox(es) in country and customises accordingly.
• Lead the implementation of user experience design (through relevant insight and analytics) approach to help guide domain owners better understand and detail the client journeys as they change Leverage data and advanced analytics to inform proactive and reactive protection / retention strategies.
• Link various components in order to solve business problems (e.g., understand business challenges, source and analyse appropriate data and translate it in such a manner that business understands).
• Maintain alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments. New real-time use cases to cater for time sensitive requirements of clients. Partner with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services for the client.
• Provide client insights and analytics to support business in understanding the customer, such as segment deepdive analysis, entrenchment scorecards. The outputs can be used for targeted customer engagement, CVP design, etc.
• Provide country data, analytics and insights and approach to help understand and measure scalability, uptake and investment on products 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. Essential Functions
• 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 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).
• Support business decision making through the provision of customer insights and analytics.
• Support the delivery of a consistent client experience through all engagement platforms. Support the implementation of client value proposition in country with approved customisations.
• Track and monitor the client conversation portals in country in order to provide input and insights to shape personalisation for CHNW Clients.
• 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, CHNW

• Consumer & High Net Worth
• 10 - 11 years 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

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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