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 fulfil all service requests raised by stakeholders (internal and external) efficiently within turnaround times and laid down procedures and against world class standards, ensuring legislative compliance, a positive client experience, client satisfaction, minimised risk and losses to SBG. To manage any assigned client relationships, (where applicable) with support from experienced relationship managers, across the end to end client engagement value chain, coordinating the origination and execution of client centric solutions ensuring the clients' needs are fulfilled, while managing risk, delivering exceptional client experience and contributing towards defined revenue targets.

Type of Qualification: Bachelor's degree
Field of Study: Business Commerce

Experience Required
Service Management
Operations

3-4 years' Experience in General client services and / or support capability with proficient technical experience. Required and

3-4 years Client relationship experience, resolving client services issues, with demonstrated ability to interact across multiple internal stakeholders Required
 

Behavioural Competencies:

• Documenting Facts
• Examining Information
• Following Procedures
• Interacting with People
• Inviting Feedback
• Meeting Timescales
• Showing Composure
• Taking Action
• Team Working
• Thinking Positively
• Understanding People
• Upholding Standards

Technical Competencies:

• Active Listening
• Continuous Process Improvement
• Data Analysis
• Difficult Calls Management
• Product Knowledge (Trading, Transacting)
• Query Resolution

Essential Functions

• Verify all client requests / queries against existing data or escalate to the appropriate Relationship / Account / Service Management Team for approval, that the client has the authority to request the information / amendment to the client account to safeguard the information and operation of client accounts.
• Capture service requests/or queries accurately on query management system for all clients to ensure that there is a record of the item, the steps to resolve and communication / feedback in terms of relevant service level agreements.
• Co-ordinate the client service team (CST) for operational matters and contribute to ideation and own the translation of action points post the meeting into tangible opportunities.
• Troubleshoot and resolve end-to - end first level client cases speedily for assigned clients to ensure speedy client feedback and resolution.
• Data Analysis & Reporting: Use client data to spot trends, identify opportunities, and generate actionable insights.
• Proactive Client Engagement: Reach out to clients with recommendations and insights before issues arise.
• Spotting potential risks or service gaps early Uncovering cross-selling and up-selling opportunities across our product lines Providing insights that help Relationship Managers (RMs) deepen client engagement and accelerate growth Identifying emerging client trends and behavioural patterns Apply technical product knowledge, problem solving techniques, judgment and sensitivity to client needs and / or apply standard operating procedures to conduct the root cause of all client enquiries, requests, complaints, to determine best route to minimise further escalations and prevent future occurrences of a similar nature.
• Organise and attend client visits in support of the RM and broader CST, maintain ongoing client dialogue and support solutioning and cross selling. Cross-Functional Collaboration: Work closely with coverage and product teams to enhance the client journey.
• In collaboration with relevant stakeholders apply problem solving techniques to determine an optimal resolution, and through engagement with relevant processing team(s), take corrective and / or preventative action, follow through and escalate blockages to ensure resolution and communicate with client and/or source directly to meet SLA and prevent reputational risk and losses.
• Continuous Improvement: Refine the client experience based on feedback and performance metrics.