Head : Client Solutions Engineering at Watershed Consulting

Head – Client Solutions Engineering - (Reporting to Group Executive – Business Banking)

This role is designed in line with the new approach of bringing together roles that are otherwise disparate and fragmented in traditional organisations thus not enabling effective design thinking and DevOps. The domains that are brought under this role, in new ways of working are the following:

• Segment value proposition build
• Data science and analytics
• Customer journeys and
• Product development and management 
• The Head: Client Solutions Engineering is accountable for building complete and packaged solutions for customers always using design thinking.  This covers the data informed product design, build and deployment across all channels in a mobile first world.  The Head of Client Solutions Engineering will work very closely with the IT organisation and takes accountability for the development and deployment of all features for eh benefit of business banking customers.

Minimum Education

• Bachelor's Degree in Commerce.
• An MBA and a qualification in Computer Science/Engineering would be an advantage

Minimum Experience

• Must have 15 years’ experience as a design and development in at least the segment and product development and management domains as set out above. The candidate must also have very strong experience of working closely with IT in developing these solutions. While this is a business role a very strong background in IT would be a distinct advantage.

Critical Competencies

• Experience in building and leading multi-disciplinary teams, squads, and tribes to build successful customer solutions.
• Understanding the principles and practice of deign thinking, agile development, as well as knowing how to manage sprints and track progress
• Proven ability to build and lead and knowledge workers is critical
• Business acumen
• A good understanding of User Experience (UX) and Customer Experience (CX) Design

Behavioural Attributes

• Verbal communication and presentation
• Customer service
• Strong technical and software system knowledge
• Problem-solving
• Attention to detail

Special Requirements

• Ability to successfully work and deliver value in the context of the bank’s values, culture, and heritage
• This role is open to South African citizens only.  Specifically South African born.

Key Result Area

Strategy:

Key Performance Inputs:

• Developing strategically aligned solutions that add value to the customers and the bank, in the context of compliance to all regulatory obligations and the defined risk appetite of the bank
• The Head of Solutions Engineering also plays a leading engineering role within the department where he is tasked with the planning, management, execution, and implementation of various customer solutions in partnership with the client management team, the IT organisation, operational risk and compliance and credit.
• The Head: Client Solutions Engineering is responsible for the overall systemic life cycle of all Business Banking customer solutions

Business Acumen:

Key Performance Inputs:

• Business acumen is the ability to understand and orchestrate the end-to-end customer delivery value chain and the achievement of all business’ financial and non-financial goals

Problem Solving Skills:

Key Performance Inputs:

• As Head: Client Solutions Engineering, you’re responsible for identifying, understanding and solutioning for customer pain points in a manner that positions the bank, in the market, as very responsive and committed to the success of entrepreneurs in South Africa

Leadership/People Skills

Key Performance Inputs:

• The candidate must also demonstrate outstanding leadership skills, having an ability to move a cross-functional group in a unified direction and with a common vision

Collaboration and Support

Key Performance Inputs:

• The role of the Head: Client Solutions Engineering is a highly collaborative one. The candidate will work closely with other functional area within and outside the Business Banking business unit to ensure appropriate and timeous delivery of contextually relevant solutions to customers. One of the critical relationships is with Group IT through the Head: IT Business Banking

Supervisory/Leadership Role

Key Performance Inputs:

• The Head: Client Solutions Engineering plays a leadership role in his/her department where he/she seeks excellence in all disciplines inclusive of segment EVP build, data science and analytics, customer journeys and product development and management (primarily product economics which includes customer take up and ongoing utilisation and end to end delivery value and costs and solutions life cycle management).
• The Head: Client Solutions Engineering manages the day-to-day activities of the team across the four domains called out under the heading “Main Purpose Of The Job”. She/he is responsible for the management of the department’s staffing, resources, and mentoring. She/he ensures that Business Banking has the best-in-class solutions architects and engineering capability that delivers value for money to South African entrepreneurs.
• Treating Customers Fairly and Compliance

Key Performance Inputs:

• Create and maintain productive relationships with internal and external clients by providing advice and assistance
• Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company policies, legislation and regulations
• Keep the client informed about progress through written communication, telephone communications, and/or face-to-face meetings
• Build a positive image by exceeding client expectations at all times 5. Treat internal and external customers fairly at all times