Head, Client Experience

  • Full-time
  • Business Segment: Personal & Private Banking

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

To lead bank-wide Client Experience (CX) strategy and scorecard formulation and enable the execution of a consistent pro-active approach to client experience for Personal & Private Banking (PPB) , other Business units. To set and embed the Client Experience minimum standards and frameworks whilst supporting the transition to a platform business. To identify sustainable resolution to client and staff friction points to shift overall client experience through actionable insights and analysis. 

Qualifications

Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce

Experience Required
Client Coverage
Personal and Private Banking
8-10 years
Experience in managing complex service environments. Significant experience in all facets of the banking service environment and associated products, processes and systems. Experience and knowledge of dealing with client relevant legislation and how it is implemented in a banking environment

Additional Information

Behavioral Competencies:

  • Articulating Information
  • Developing Strategies
  • Directing People
  • Inviting Feedback
  • Resolving Conflict
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