Vacancies at Standard Bank Group

Job Purpose:

• To take demand from walk-in customers for any cash related matters (e.g. teller, ATM, Moneygram, etc.) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank's financial offerings.

Output:

Provide cash and cheque services to customers.

• Serve Customers by attending to cheque encashment, withdrawals and deposits according to laid down procedures.
• Guard against fraudulent transactions by subjecting to UV light all cheque deposit, all cheque withdrawals and identity documents.
• Ensure that all items cashed are within laid-down limits and refer all transactions exceeding limits to the appropriate area for confirmation and authorization.
• Ensure that items cashed are technically correct and signed, according to customers mandates to avoid losses that may arise as a result of disputes.
• Check audit trails to ensure all entries are correctly passed and confirm the same by signing the indemnity form.
• Understand the risks associated with the control and handling of cash and maintain effective controls to manage these risks. Maintain a high level of integrity and ethical standards.
• First level customer interface and interaction for queries, receipt of instructions/ requests and direction to appropriate desk where required.

Measures:

• Number of losses
• Teller differences
• Turnaround time per transaction
• Overall customer service ratings

Control of daily cash received and paid out

• Adhere to all laid-down policies and procedures regarding the handling, locking away and security of cash/assets to avoid losses.
• Ensure cash holdings are kept within prescribed limits at all times.
• Balance cash daily and report any differences promptly.

Measures of success:

• Overall cash differences
• 2. Daily cash holdings within the limits

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: Degree from a recognised university
• Field of Study: Not applicable

Experience Required

• Client Coverage
• Consumer & High Net Worth
• 1-2 years
• Previous branch banking experience, understanding the bank's laid-down policies and procedures related to telling / frontline support; bulk cash and ATMs. Familiar with the legal aspects regarding cash handling. Knowledge of the functions of other departments within the branch.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Examining Information
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Managing Tasks
• Producing Output
• Providing Insights
• Understanding People
• Upholding Standards

Technical Competencies:

• Application & Submission Verification (Business Banking)
• Banking Process & Procedures
• Customer Acceptance & Review (Consumer Banking)
• Customer Understanding ( Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)

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Job Purpose:

• Provide a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals.
• Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition.
• leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank.
• Maintain a high level of integrity, professionalism and ethical standards whilst building valuable long-term relationships with customers. 

Output:

• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers.  Appreciate the implications of the customers’ lifecycle position and priorities. 
• Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Place equal emphasis on investment (non-borrowing) and borrowing customers.
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
• Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimize adhoc service requests. Assist with migration. Facilitate the migration of customers to self-service channels where appropriate.
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable.  Be prepared to articulate the value added if challenged on pricing. 
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Private Banking Suite.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers.  Appreciate the implications of the customers’ lifecycle position and priorities. 
• Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Place equal emphasis on investment (non-borrowing) and borrowing customers.
• Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
• Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migrationFaciltate the migration of customers to self-service channels where appropriate.
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable.  Be prepared to articulate the value added if challenged on pricing. 
• Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Private Banking Suite.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received. 
• Determine when new or existing customers require Business Banking or CIB expertise and arrange introductions accordingly. Interact and build strong working relationships with Business Banking and CIB colleagues to entrench the holistic customer relationship with the bank.
• Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
• Manage credit and operational risks in accordance with laid down policies and procedures.
• Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limited and that reviews occur timeously.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
• Maintain proper records (filing, update customer records on bank system, etc).
• Ensure limits are loaded, market segment codes are correct, and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
• appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
• Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
• Manage subordinate (Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practise- recruitment/development/retention/reward & recognition.
• 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.
• Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

QUALIFICATIONS

Minimum Qualifications

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

Experience Required

• Affluent Clients
• Consumer & High Net Worth
• 5 years
• Experience in completing credit applications successfully.
• Experience in sales, service, relationship management, credit applications and financial acumen (i.e., proven sales track record in the Financial service industry.)

ADDITIONAL INFORMATION

Behavioral Competencies:

• Conveying Self-Confidence
• Developing Expertise
• Embracing Change
• Establishing Rapport
• Following Procedures
• Impressing People
• Meeting Timescales
• Seizing Opportunities
• Showing Composure
• Team Working
• Upholding Standards
• Valuing Individuals

Technical Competencies:

• Banking Process & Procedures
• Commercial Acumen
• Customer Understanding ( Consumer Banking)
• Financial Acumen
• Product Knowledge (Consumer Banking)
• Risk Identification
• Risk Reporting

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Job Purpose:

• To implement, enable, maintain, scale, secure, entrench, engage and commercialize the digital platforms and functionality for Business & Commercial Banking (BCB) Clients in country in alignment with platform enablers, Innovation, overall segment value proposition and life journeys. To build and run eCommerce functionality across BCB country in alignment with Group requirements.

Output:

• Accountable for the achievement of the financial and non-financial outcomes required for Digital and eCommerce country in line with BCB Clients requirements and in close collaboration with Innovation and Platform enablers. Build and maintain platform standards (in conjunction with group capabilities) such as design libraries, authentication patterns and development and deployment patterns. Collaborate with Platforms Enablers and Engineering teams to ensure alignment to build and scale eCommerce platforms. Collaborate with Corporate Functions to enable value proposition. Risk and Fraud Management. Collaborate with Voice Branch, Insurance & Asset Management and marketing to integrate product development and solutions with campaigns on how it will be enabled through Digital and eCommerce.
• Conduct client sensing in order to improve understanding of client needs. Continuously scan the external environment in order to keep abreast with new developments in partnerships, business and technology. Deeply understand and optimize eCommerce financial metrics (cost per click, SEM, SEO). Define and implement a digital platform strategy (replacement, renewal, enhancement) with engineering teams that meets the appropriate outcomes in country and with group. Define the Digital and eCommerce, country Risk framework and appetite in alignment with segment, country and Risk objectives. Deliver SBG and 3rd party products and services to the BCB segments through client centric ecosystem platforms. Develop an appropriate platform DevOps (Always On), Always secure and platform as a service strategy. Develop and build digital products with client solution and segment teams Develop and implement processes of sourcing ideas, building prototypes and scaling the prototypes on platforms; and ensures that funding is managed through a disciplined gated process. Develop appropriate recovery and resolution plans to protect the Digital and eCommerce country capability from any untoward event.
• Develop platform metrics illustrating flow, developer experience and client experience Develop, define and analyse Digital and eCommerce metrics on usage, acceptance, value add and market specific nuances to client in collaboration with capability heads, countries, Innovation and platform enablers. Drive and entrench a consistent client experience and interaction through all engagement platforms. Drive scale and usage of relevant digital assets and eCommerce platform when relevant and value-adding to a client life journey. Enable integrated ways of working and collaboration across the value chain to deliver for the client. Ensure adherence to risk framework, appetite, risk control procedures, governance and risk toolbox.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters. Ensure first line risk accountabilities for digital and ecommerce are carried out. Ensure satisfactory audits and ensure that there are no repeat unsatisfactory findings as gauged by operational losses. Ensure that the adoption of digital and engineering functionalities meets customer objectives through solution readiness capabilities. 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 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 organisation. Lead and execute the Digital and eCommerce value proposition and related toolbox(es) in country and customises accordingly. Maintain alignment with other segment heads in order to ensure excellent client proposition delivery and reduction of duplication across segments. Partner with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services for the client.
• Partner with IAM and Engineering to provide self-service API's, tools, services, solution readiness skills, knowledge and support to enabling autonomous delivery of digital assets and functionality. Plan and execute ecommerce and digital campaigns, conducts key work SEO, SEM and display advertising with digital marketing teams. Provide and deliver a compelling digital platform and eCommerce plan for the country. Provide input into talent strategy developed by People and Culture. Provide input into the overall Digital and eCommerce value proposition and related toolbox(es). Provide internal services (API's, knowledge, tools, usability) which are arranged as a compelling internal product that enable customer solution and segment teams to deliver digital customer features at a higher pace and with reduced co-ordination. Treats the platform as a compelling internal product. Set the example and leads the team in line with the Groups leadership identity, core values and People Promise. Stay abreast of market and competitive developments in order to define and evolve innovative and value-added services to clients across all segments.
• Together with Group and Engineering, manages digital assets, from an experience (both developer and customers) and eCommerce perspective, defines the digital customer experience (CX); digital analytics; always on, always secure, DevOps and digital content strategy, as these contribute to, and have an impact on, the success of the digital and eCommerce capability and strategy. Track and report on adoption of the strategy and provides feedback to various domains and capabilities.

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
• 3-4 years
• Experience and understanding of digital platforms enabling other value streams teams to deliver with substantial autonomy (platforms as a product).
• More than 10 years
• Experience in understanding integration of digital and eCommerce sales growth around products, solutions and go-to market plans. Experience in the development, design and enablement of Digital and eCommerce value propositions that work for Business & Commercial clients. Strong understanding of digital, open banking and platform integration into a segment. Experience in leading, integrating and delivering client solutions through multi-disciplinary teams.

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 (Business Banking)
• Data Driven Digital Marketing
• Product Knowledge (Business Banking)
• Risk Awareness
• Risk Management
• Risk Response Strategy
• Risk/ Reward Thinking

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Job purpose:

To support the Relationship Manager with the day to day running and maintenance of a commercial client portfolio:

• By providing a central office-bound contact point for the customer.
• Responsible for the actual preparation of credit applications and supporting loan documentation - Credit Origination Fulfilment
• By monitoring all loan facilities in the portfolio (on a joint responsibility basis with Credit Division) on a daily basis against set parameters/ conditions.
• By adding value to clients through the identification of cross-selling opportunities,
• Sales fulfilment support.

Output:

Customer Service Quality and Efficiency

• Providing a 2nd face office-bound point, for a portfolio of Business relationships/clients.
• Performing a liaison role between the Customer, and all other Internal support divisions of the Bank.
• Educating clients regarding the parameters and routine procedures governing complex but standard commercial product, solution and service offerings.

Credit Origination, Credit fulfilment and Portfolio management (Lending Support and Risk Management)

• Interpreting business and financial information e.g. consolidated balance sheets, complex financial statements and management accounts with inter-company loans and borrowings and/or offshore holdings etc, to prepare and motivate non-scored credit applications in line with Credit requirements.
• Completes annual credit reviews for the portfolio.
• Completes all requests of a Credit or Collateral nature on behalf of the client, in consultation with the RM.(Authority or Confirmation Sought’s)
• Interacting with clients to obtain and analyze financial material, i.e. Debtors lists, Management accounts, cash flow budgets, in terms of agreed covenants (Portfolio management)
• Monitoring of daily excesses and authority sought requests to ensure that client facilities are managed within the parameters set by Credit. May exercise discretion (with management approval) regarding account conduct based on a close knowledge and understanding of client activities.
• Management of limits, i.e. ensuring that limits are timeously renewed (Portfolio Management)
• Accurately and efficiently collating and checking securities documentation and mandates for banking facilities.
• Control of facility letters.

Sales (in consultation with the RM)

• Mining i.e. investigating and understanding customer portfolio data to identify opportunities for additional facilities.
• Complete, accurate completion of CVCA on salesforce
• Explaining, promoting and cross- selling additional value adding solutions to existing customers
• Identifying sales leads, in consultation with the RM, for Product offerings e.g. Vehicle and Asset Finance; CATS Africa; Bancassurance / wealth (where available); Property Finance Division, Foreign Exchange, Franchising, etc.

Compliance with Regulations/Legislation

• Compliance with general banking and credit policies and procedures.

QUALIFICATIONS
Minimum Qualifications

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

Experience Required

• Relationship Banking (Client Coverage)
• Business & Commercial Clients
• 3-4 years
• Previous portfolio management experience servicing a portfolio for Business or Commercial Banking clients. Experience in a Branch sales and/or service role. Experience in preparing Credit motivations and understanding of lending principles.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Making Decisions
• Providing Insights
• Pursuing Goals
• Showing Composure
• Taking Action
• Understanding People
• Valuing Individuals

Technical Competencies:

• Economic Capital Management
• Financial Acumen
• Process Governance
• Risk Identification
• Risk Reporting
• Risk Response Strategy
• Risk/ Reward Thinking