Head eCommerce Sales Africa at Standard Chartered Bank

Job description

Key Roles and Responsibilities

• Direct, co-ordinate and Implement the prospect list of clients in the AfricaRegion.
• Products include Single Dealer, APIs, ECN, Multi Bank and STP (all channels)
• Implementer of eEnhancements rollout.
• Implementation includes:
• working with voice Sales / RMs for client adoption- KYC (if required),
• Credit negotiations including ISDA, CSA Margin Reform,
• Development Teams and PSS support for onboarding and platform performance
• client training if required
• Work with Regional eChampions from voice Sales for prospect list
• Join in Sales trips for e marketing in Africa (approval basis)
• Implement e Strategy projects with various Departments for Sales.
• Provide in-house training for all Sales / RMs for e related Sales
• Provide cross border, cross product proactive support for Africa voice Sales and their platinum / priority customers. Front-line resolution of platinum / priority Client e issues. Serve as the single point of contact for priority client issues and build / strengthen relationships with both.
• Up to date with client trading activities and passing leads to voice Sales for maximizing client wallet Monitoring of CI, ensuring the customers we are providing priority operational support to are true priority customers in terms of revenue generation.

Qualifications and Skills

• Business Awareness
• Understand the market place and customer base in order to help customers meet their business requirements
• Successfully use their knowledge to influence improvements to services provided
• Have and use network of contacts to keep up to date and in touch with relevant changes and improvements
• Make suggestions to Sales based on bottom line improvements
• Up to date with user movements and update file accordingly
• Problem solving and decision making
• Use existing guidelines / processes for solving routine problems.
• Can identify problems and their causes and do not avoid them
• Can analyze situations and identify which may need 'upward referral'
• Consult others for help when unclear about way forward
• Prioritize problems/issues and do not try to deal with everything
• Continually improve judgment by reviewing past actions/decisions
• Customer focus
• Measure success in terms of customer satisfaction
• Able to deal satisfactorily with customer grievances by maintaining a relationship and gaining their trust and respect
• Encourage an environment of identifying internal and external customer needs
• Seek out data from customer networks and the market place at large
• Can negotiate win: win outcomes with customers
• Team working
• Keep other groups informed about the team's work
• Support individual diversity so everyone feels valued for their different contributions
• Listen and act on information from team members
• Communication
• Communicate well, share information and ask for peoples' views
• Encourage others to air conflicting points of view
• Can summarise ideas and events to draw out main points
• Can adapt communication style to influence others' decision making outside immediate team

Additional Skills:

• Minimum 5 years operational experience or strong customer service background
• Customer Service skills.
• Clear, confident presentation skills
• Professional attitude and business acumen a must

Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.