Provincial Client Experience Manager at Standard Bank Group

Job Description

• To implement and drive the adoption of client experience standards, frameworks and ways of working across the Personal and Private Banking South Africa value chain, including Client Solutions, Digital, Operations, Fraud and Risk.
• The role will proactively identify, prioritise and implement opportunities to improve the client experience, while putting in place measures to track impact and strengthen consistent execution.
• This will support PPB SA’s continued transition to a client-led platform business, with client needs remaining central to how products, services and processes are delivered.

Key Responsibilities:

• Drive Client Experience Standards: Embed and continuously improve client experience standards, frameworks and business rules across PPB SA.
• Improve Client Journeys: Identify service gaps and simplify processes to improve end-to-end client experiences.
• Use Data and Insights: Translate client feedback, service trends and operational data into targeted improvement actions.
• Lead Change and Collaboration: Partner across the value chain to implement client experience initiatives and drive effective change.
• Strengthen Governance and Risk: Deliver client experience outcomes within appropriate risk, regulatory and compliance requirements.

Qualifications

• Degree (NQF Level 7 or higher) in Banking, Business, Commerce, Customer Experience or a related field.

Minimum Experience:

• 5–7 years’ experience within a complex service environment.
• Strong experience within banking or financial services, with a sound understanding of products, processes and systems.
• Experience in client experience, service improvement and operational execution.
• Sound knowledge of client-related legislation, risk and regulatory requirements within a banking environment.
• Proven ability to work across multiple stakeholders and translate insights into practical client experience improvements.

Behavioural Competencies:

• Articulating Information and Team Working
• Developing Strategies and Providing Insights
• Directing People, Inviting Feedback and Resolving Conflict
• Examining Information, Interpreting Data and Making Decisions
• Following Procedures and Producing Output

Technical Competencies:

• Compliance and Risk Awareness
• Risk Identification and Risk Reporting
• Customer Reception and Channelling
• Product Knowledge