Head, Customer Support (Stanbic IBTC Asset Management Limited)

  • Full-time
  • Business Segment: Archived_01_Client Solutions

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

The Head, Retail Customer Support is responsible for crafting and driving the strategy that will be adopted in engaging and nurturing, customers with NAVs below N20million.  The team is responsible for driving the retention of these customers and the growth of their NAVs. The primary objective of the team is to grow the size of the NAVs of this category of customers in line with agreed targets via adequate data analysis and digital engagements. Customers are to be segmented into different personas based on available data, customer value proposition, risk appetite, NAVs, etc, and then craft various digital engagements to address the customer needs and wants.  Journey maps are to be designed for each category of customers along with the various digital engagement materials with the aim of improving customer experience and increasing AUM. Engagement of customers in this category is largely or primarily digital via emails, channels, SMS, etc

Qualifications

  • First Degree Field of Study – Arts and Social Science

Experience

  • 5-7 years relevant experience in Retail Banking

Additional Information

Behavioural Competencies

  • Upholding standards
  • Developing Strategies
  • Resolving Conflicts    
  • Leading People
  • Developing Practical Approaches

Technical Competencies

  • Strategic Planning and Reporting
  • Control Operational Planning
  • Quality Orientation
  • Query Resolution
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