Head, Client Experience, GM at Standard Bank Group

JOB DESCRIPTION

To develop and implement the Client Experience strategy and framework across Global Markets to drive the modernisation agenda to grow share of wallet, maximise GM returns, optimize platform utilisation and achieve and sustain an excellent client experience. Guide GM Client Experience to formulate strategic and tactical plans to implement client frameworks and tools to ensure the achievement of strategic Client Experience objectives.

QUALIFICATIONS

• Qualification: Post Graduate Degree
• Field of Study: Business Commerce
• Other preferred qualifications, certifications or professional memberships:  
• Certified Client Experience professional (CCXP) as recognition of a subject matter expert.

Experience:

Client Experience:

More than 10 years - To demonstrate expert understanding of financial and global markets as well as risk and regulatory environments and license holder obligations in relevant jurisdictions. Demonstrated leadership capability with team building and leading, tactical decision making, and negotiating skills.

Digital:

• 8-10 years - Subject matter expertise and experience of digital transformation and CRM platforms and capabilities. Experience in defining digital technology roadmap to digitally enable the distribution of products and engagement with clients and employees. Deep working insights within the technology environment, with domain expertise from a channel and platform perspective. Experience evaluating and implementing third-party product or service solutions and managing ongoing relationships with third parties.

Client experience strategy and insight:

• 5-7 years - Knowledge and experience developing, implementing, monitoring and enhancing client experiences. Skills in client strategies, segmentation, client delivery based on insights gathered from client data, feedback, industry data, competitor information. Knowledge of end-to-end client onboarding process and execution as well as client journey mapping and design. Experience in crisis management with expertise in client research, user experience and creative solutioning and design.
• 3-4 years - In-depth understanding of products and channel capabilities within Financial Services, acquired through experience in a client facing role such as in Operations, Services or Client Experience. Knowledge of end-to-end client onboarding process and execution as well as client journey mapping and design. 

People Management:
5-7 years - Demonstrated ability to lead and transform a function and drive economies of scale, shared learning and optimal resource utilisation.

ADDITIONAL INFORMATION

Competencies:

Behavioural Competencies:

• Developing Strategies
• Providing Insights
• Generating Ideas
• Adopting Practical Approaches
• Making Decisions
• Empowering Individuals
• Challenging Ideas

Technical Competencies:

• Understanding and Influencing Customer Value Proposition
• Strategic Planning and Reporting
• Client Analytics Quantitative Analysis
• Optimisation and Continuous Process Improvement
• Stakeholder Management (Project Mgmt.)
• Manage Digital Agility