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.

To provide a quality assurance function for Affluent Express and its value chain to monitor and evaluate the quality of customer interactions in alignment with the relevant standards and frameworks. To analyse trends/patterns, conduct root cause analysis and provide mentoring on areas of concern and prepare recommendations for improvements.

Experience Required

• 3-4 years in Banking Operations
• Experience of working in a either a Branch or Private Banking environment with knowledge of its associated products, processes and systems. Experience in data analysis, problem identification and reporting. Experience within a call centre environment (e.g., quality of engagements and development of agents).

Key Outputs:

• Conduct calibration sessions by verifying that Bankers are providing up-to-date information, follow current processes, call scripts and communicate effectively to clients in order to standardise the quality of calls and other forms of communication.
• Conduct coaching sessions with Bankers for scores below 100% on call and email quality as well as where adverse trends and gaps are identified.
• Conduct frequent coaching sessions for the team and addresses non-compliance to the business processes in order to enhance performance.
• Enhance understanding of all appropriate regulations and processes by interacting with compliance team to ensure QA processes are aligned with relevant rules and regulations.
• Ensure that daily statistics are captured accordingly and reported to line on time. Execute on special projects in Affluent Express in collaboration with relevant teams.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Convincing People
• Documenting Facts
• Interacting with People
• Managing Tasks
• Meeting Timescales
• Pursuing Goals
• Showing Composure
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Compliance
• Customer Reception and Channelling
• Customer Understanding (Business Banking)
• Product and Services Knowledge
• Risk Awareness
• Risk Identification
• Risk Reporting

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