Entrenchment Manager Personal Banking at Standard Bank Group

Job Description

• To design, test and deploy effective onboarding and entrenchment tactics that improve customer activation, retention, digital adoption, product usage and overall value extraction across the relevant client segment.
• The role is responsible for using customer insights, behavioural data, market trends and stakeholder partnerships to identify opportunities across the customer lifecycle and translate these into measurable business outcomes.

Key Responsibilities:

• Design and implement onboarding and entrenchment strategies that support customer activation, retention, adoption, cross-sell, upsell and re-engagement.
• Use customer insights, data analysis, behavioural trends and segmentation to identify key opportunities across the customer lifecycle.
• Develop iterative tactics, roadmaps and implementation plans that improve customer value, profitability and service adoption.
• Partner with internal stakeholders across Coverage, Marketing, Digital, Credit, Finance, Risk and Compliance to deliver integrated client-led solutions.
• Build and maintain relationships with external partners, suppliers, vendors and relevant third parties to unlock additional entrenchment opportunities.
• Monitor business performance, risk, compliance and management information to ensure tactics are effective, measurable and aligned to business requirements.

Qualifications

• Bachelor’s Degree or Advanced Diploma, NQF7 or higher, in a field related to the role, such as Commerce, Business Management, Marketing, Finance, Analytics, Mathematical Sciences or a related discipline.
• Must meet the applicable FAIS Fit and Proper requirements.

Experience Required:

• 8 to 10 years’ experience in developing and executing campaign, onboarding, entrenchment, client value management or customer lifecycle strategies.
• Strong experience in using data, analytics and insights to detect patterns, interpret customer behaviour and inform commercial decision-making.
• Experience in stakeholder management, partnership development and working across multiple business areas to deliver integrated solutions.
• People leadership or team management experience, with the ability to provide direction, inspire performance and drive delivery through others.
• Solid understanding of risk, compliance, customer profitability, product penetration and value-based client engagement.

Additional Information

Behavioural Competencies:

• Challenging Ideas and Generating Ideas
• Convincing People and Resolving Conflict
• Developing Expertise and Providing Insights
• Developing Strategies and Making Decisions
• Directing People and Taking Action
• Embracing Change and Understanding People

Technical Competencies:

• Competitor Analysis
• Conducting Research
• Data Analysis
• Developing Marketing Insights
• Financial Acumen
• Segmentation
• Statistical & Mathematical Analysis