Manager: Client Insights at Standard Bank Group

Job Purpose

To provide analytics on the Wholesale client experience across 19 countries.
Extract strategic client and market insights for executive stakeholders, whilst building a credible service measurement process. Develop CSI (Customer Satisfaction Index) as a key metric that drives accountability and sustainable improvement within the business, through the provision of critical insights that inform strategic decision making.

Key Responsibilities/Accountabilities

Deliver credible reports and strategic insights

• Deliver client research for multiple countries and business segments.

• Drive appropriate communication strategy. Present results to all relevant stakeholders in-country as well as communicate results to Regional Wholesale Clients and Product Heads.

• Interpret market research, generate & explore client insights. Develop a strategic understanding of the drivers of client behaviour.

• Perform competitive analysis: research, analyse, and monitor client, market, business and competitor trends.

• Use client & market insights in understanding issues and developing ideas for new innovations or brand building opportunities.

• Create visibility of clients at risk of defecting from the bank.

• Drive the Wholesale team to deliver a comprehensive corrective action plan to effectively address client challenges.

• Deliver on adhoc requests for CSI information such as sector specific analysis, MNC dashboards and data cuts for different areas of Wholesale.

Project manage multiple research initiatives

• Effectively manage the end-to-end client research process: client list generation, client mailers, in field queries, analysis and delivery of reporting

• Manage external subcontractors, deadlines, budget parameters and the quality of the output.

• Manage the interrelationship between objectives, deliverables, resources, budget,

• deadlines, and quality of output.

• Be able to work on multiple projects simultaneously and to deadline.

• Coordinate research input from internal stakeholders.

• Continuously monitor progress, follow-up, and provide feedback to all stakeholders.

• Look for ways to enhance internal processes relating to research generation and reporting (e.g. adoption of new technology, database management, salesforce integration etc.

Influence decisions made by the business through research and analytical review

• Develop, document, understand and ratify strategic drivers for the Franchises and Regions.

• Identify growth opportunities and gaps through quantitative analytics, and deliver recommendations to business partners in support of enhanced business/ market performance objectives.

• Proactively identify Country / Sector specific opportunities and shortfalls and communicate these dynamics to the relevant teams.

• Develop and maintain a data-driven performance measurement platform for analytic output as the main enabling environment for optimal business performance.

• Integrate external insights into modelling capability, looking at Standard Bank relative to the market.

• Leverage market best practise to enhance client research processes and identify opportunities to broaden digital capability.

Build a strong culture of business insight

• Undertake self-learning regarding latest commercial and business insights.

• Participating in external forums focused on banking trends and client experience.

• Share knowledge pro-actively within the team and across the stakeholder environment, through targeted knowledge-sharing sessions.

Drive client-centricity within the business

• Support internal stakeholders to drive client-centric behaviour across Wholesale Clients.

• Create awareness of client relationship strength and identify growth areas by key client, sector and region.

• Engage with BU Heads to understand the product/region/sector cross sell potential for key clients.

• Regularly engage with key stakeholders to build a strong understanding of key clients, sectors, and macro-economic drivers which impact them.

• Proactively collaborate with key stakeholders and In Country Heads to drive client-centricity as it applies to other African countries by engaging regularly with client service teams which have multinational clients.

Minimum Qualification and Experience

Qualifications:

• Degree in Business Commerce (Masters' qualification preferred). 

Experience:

• A minimum of 5 years' experience in Business Strategy & Analysis.

• Ability to work effectively within a team and across functional groups to plan, develop and deliver research requirements.

• Excellent understanding of research methodologies & ability to extract insights & learnings.

• Excellent market research and analytical skills coupled with database management experience.

• Forward thinker in gathering and developing solution requirements with strong project management skills.

• Experience in project management

• Exceptional report writing skills and attention to detail critical

• Advanced PowerPoint and Excel (pivot tables, vlookups) skills. 

• Excellent communication and presentation skills.

• Stakeholder management.

• Client database management.

• Data analytics such as regression and correlation analysis.

• Financial Services experience.

• Salesforce and Power BI experience advantageous