Job Openings at Standard Bank Group

Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Consultant: Frontline to help us fulfil our business objectives and build customer loyalty.

Job Purpose

• To meet and exceed customers’ expectations by providing them with the appropriate and efficient branch service.
• To ensure efficient and effective product/service transactions.
• To identify and act on cross selling opportunities when dealing with customers.
• To maintain a high level of integrity and ethical standards.
• Customer Service

Key Responsibilities/Accountabilities

• Complete all compliance training within laid down timelines.
• To identify the cause of bottlenecks and delays in the provision of efficient service and bring it to the attention of the department head immediately.
• To create a positive introduction for the customer by putting them at ease, identifying their specific requirements and then directing them to the appropriate department.
• Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department.
• Ensures that customers waiting to be assisted are attended to promptly.
• Manage the queue lengths and redirect customers to the appropriated queue / channel.
• Monitors queue length and over time spent waiting to be assisted.
• Be aware of to any irate or unhappy customers and intervene immediately.
• Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels.
• Ensures that correct and updated merchandise are being displayed and that obsolete merchandising has been filed or destroyed.
• Ensures the necessary stationery is available to customers.
• Attends to MasterCard and Automated Teller Machine (ATM) queries and duties according to laid-down policies and procedures as stipulated in the Group Reference Guide (GRG).
• Issues Automated Teller Machine (ATM) cards and Personal Identification Number (PIN) codes.
• Links /de-links accounts to ATM and MasterCard card for walk in customers.
• Orders Replacement credit cards form the Card Division and advise the customer of the turnaround times pertaining to the delivery of these cards.
• Increases/decreases limits on MasterCard card as requested by customers.
• Loads card transactional limits and beneficiaries to cards for Electronic Account Payments (EAP).
• Attends Stop payments and Stop orders according to laid down processes and procedures as stipulated in GRG by processing Stop payment and Stop order instructions and completing payment disputed debit order forms for customers.
• Marks cheques Good for Funds/Bank Cheques according to laid down policies and procedures as stipulated in GRG.
• Processes fixed savings transactions for walk in customers according to laid down policies and procedures as stipulated in GRG.
• Assists customers with self service banking by providing demonstrations and assisting customers with Internet, Telephone and Cellphone Banking.
• Processes the transferring, amending and closing of accounts according to laid-down policies and procedures as stipulated on GRG.
• Attends to administration pertaining to investment accounts (i.e. possible leads, notice withdrawals, early repayments, unit trusts, re-investments, interest rate queries, matured investments, etc).
• Refers customer’s home loan queries to the relevant department.
• Refer customer’s funeral plan queries to Standard Bank Insurance for resolving.
• Amends information on funeral plan as and when requested by customers.
• Refers customer’s Vehicle and Asset finance queries to the relevant department for resolving.
• Notifies customer that welcome pack is available for collection.
• Hands out customer welcome pack received from Direct Channel Support.
• Process value transactions for walk-in customers according to laid-down procedures as stipulated in GRG.
• Action branch queries.
• Recaptures Home Loans applications.
• Actions Police requests.
• Re-instatement of cards.
• Action Stanlib repurchase request.
• Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non-first” contact resolution” as appropriate.
• Ensures that service requests in personal work list are actioned within agreed timelines.
• Maintenance of professional image
• Ensures that the interlocking doors to the branch and the bullet proof glass on the teller and enquiry counters are clean/clear.
• Ensures neatness and tidiness of banking hall.
• Ensures that there is adequate lighting in the Banking hall.
• Replaces globes that are not working have been replaced.
• Ensure that the queue stanchion poles are properly aligned and in good repair.
• Risk And Compliance Management
• Completes disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensures proper record keeping in terms of the Financial Advisory and Intermediary Services (FAIS) and Financial Intelligence Centre Act requirements.
• Ensures that all the required controls are in place to minimise the risks associated with processes performed in the service consulting area.
• Deals with all walk in customer fraud claims and queries.
• Reactive selling
• Identifies migration opportunities and sells products/services reactively.
• Identifies cross-selling/migration opportunities and selling of products/services reactively.
• Completes sales and lead generation tracking forms on a daily basis.
• Participates in tactical sales/marketing activities as required.
• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
• Identifies and actions opportunities for cross- and up-sell.
• Ensures accurate capture, updates or amendments of customer information and history notes.

Routine

• Attends to all other interviews pertaining to customers request for additional services or advice.
• Attends to walk-in customer queries for both the Middle and SE Markets.
• Attends to pricing queries on transactional accounts.
• Attends to conversion of pricing options.
• Attends to overdraft queries.
• Attends to signing authority arrangements.
• Attends to requests for Statements on Transaction accounts.
• Assists customers with funeral plan claims.

Qualification

• Preferred Qualification and Experience
• Matric.
• Related business/marketing degree would be an advantage

Experience

• FAIS credits and RE5 essential
• 1 – 2 years’ branch banking experience with exposure to customer service.

Knowledge/Technical Skills/Expertise

• Sound knowledge of laid-down policies and procedures relating to customer service.
• Excellent knowledge of Self Service Banking, (ATM’s, Internet, Telephone and Cell Phone Banking).
• Sound knowledge of banking products/services and the procedures underpinning them.
• Knowledge of the Code of Banking Practice.
• Knowledge of the new Delivery System as it relates to enquiries.
• Basic knowledge of the functions of the various departments within the branch.
• Sound knowledge of Signing Arrangements for Companies.
• Understanding the difference between First Call Resolution and Second Call Resolution for Business queries.
• Attendance of relevant SBSA training courses, e.g. products, communication, sales skills.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
• Understanding and support of the bank’s multi-channel environment.

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Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Branch Manager to help us fulfil our business objectives and build customer loyalty

Job Purpose

• To ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.
• To ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost effective channels
• To proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure.
• To ensure the effective roll-out of change management initiatives.
• To maintain a high level of integrity and ethical standards.
• Keep abreast with trends within the Region.
• To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention in line with Personal and Business Market objectives.
• To coordinate the day to day activities in both Personal and Business Market segments residing within the branch across all key goals.

Key Responsibilities/Accountabilities

• Customer Service
• Ensures that customer service standards are set and maintained in line with the requirements of each market segment.
• Ensures that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence. Attends to the management and resolution of customer complaints/ queries in the branch across personal and small enterprise segments
• Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
• Ensures that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned.
• Ensures efficient and effective telephone etiquette
• People Management
• Responsible for inspiring, motivating and leading the team across personal and small enterprises within the POR.
• Ensure that daily reflection sessions with Small Enterprise staff and Personal Market staff are taking place, to manage and expedite daily delivery of minimum business expectations.
• Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensures skills assessments and competency-based training takes place as and when required.
• Ensure 100% compliance training, attendance for all staff.
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
• Creates an environment in which learning and development are emphasised and valued.
• Takes personal responsibility for coaching and mentoring others.
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
• Promotes a culture where the values of the Bank are seen to be ‘alive’.
• Ensures the implementation of the leadership promise and employee engagement programme.
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
• Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
• Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
• Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
• Ensure skills assessments and competency based training takes place as and when required.
• Legislative compliance
• Conducts a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
• Completes disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements
• Risk Management
• Ensures that laid-down instructions are adhered to by all areas under control.
• Identifies major risks affecting the support function and escalates to the Regional Quality Assurance team.
• Ensures the maintenance of an effective control structure, with control activities defined at each level and duties appropriately allocated
• Monitors internal controls to ensure adequacy and effectiveness.
• Maintains a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
• Ensures that all routine controls relating to new business are applied effectively, with particular emphasis on routine compliance.
• Ensures effective compliance with agreed limits of authority and levels of access to systems and information.
• Maintains information on Security and access control system (SACS) for the relevant branch as per laid down procedure.
• Collates Letters of Understanding and Undertaking in respect of loading of data on the Application Scoring System.
• Monitors and manages complete regulatory compliance for relevant Region by:
• Ensuring an understanding of, and adherence to, documentation requirements as outlined by FAIS and the Financial Intelligence Centre Act (FICA) and the Code of Banking Practice (COPB) for personal and small enterprises.
• Establishes monitors and manages physical, operational and process risk controls and levels of authority in the POR to minimise risk exposure
• Collates the detailed correspondence received from Team Leaders to internal audit when a special investigation is required.
• Collates the detailed correspondence received from Team Leaders to the Fraud Risk Loss Management (FRLM) when reporting losses
• Ensure that Regulatory Training (FAIS, Anti Money Laundering, OHSA, NCA, COBP) is conducted via SAP My Learning and updated to the CTTT (Compliance Training Tracking Tool)
• Ensure that all Occupational Health and Safety (OHS) 16(2) Representative requirements are adhered too in terms of the Act and are met i.e. quarterly/annual audits, appointment of Wardens & First Aiders, emergency evacuation drills, workman’s compensation, annual service of firefighting equipment, scrutiny and replenishment of the First Aid Box (in conjunction with First Aider)
• Report 11191 – SACS create/delete/change user profile report.
• Report 0356 (Forex cancel/replace BOP Report)
• Familiarise yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11
• Sales Management
• Develops micro market sales plans to achieve responsive sales budgets/targets for the branch (Senior Manager, Regional).
• Gains a sound understanding of the different Regional segments in the branch’s area of operation.
• Keeps up to date with changes and developments in the Regional/area.
• Manages the sales tracking system and provides coaching and feedback to the team.
• Coaches the sales team on product knowledge and makes the most of cross-selling opportunities.
• Assists subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
• Ensures Multi-channel utilisation and servicing to sell.
• Identifies business opportunities across segments.
• Drives a sales tactical plan in line with segment value propositions and customer expectations.
• Ensures effective use of the Customer1st system as a lead, query and
• Complaint management tool.
• Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines
• Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams
• Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
• Coaches staff on the required behaviours to support the Customer1st system.
• Operational Effectiveness
• Ensures effective management of revenue and expenditure with emphasis on the containment of controllable costs.
• Optimises and streamlines existing systems, processes and controls for cost-effective service delivery.
• Carry out monthly scrutiny on a surprise check basis on ICMS General Cash account.
• Ensures that the correct custodian procedure is in place (treasury cash, reserve stock of traveller’s cheques, blank forms and safe custody).
• Manages assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
• Ensures that the MICR reconciliation account is balanced daily.
• Ensures that the generator and/or other contingency equipment are tested and are in working order.
• Controls visits to the relevant POR’s by outside service/maintenance vendors, e.g., SASBO, Metrofile.
• Ensures that the procedures regarding physical security of the Branch are adhered to and that
• Access to branch opening keys is controlled.
• Co-ordinates the security guards on a daily basis.
• Authorises changes to Personal Identity Numbers (PIN’s) to security equipment.
• Changes Cosmos Alarm master codes biannually.
• Controls one key to the Cosmos Control Panel.
• Ensures that the CCTV system is checked for operation every day before the start of banking operations.
• Effectively manages the day to day responsibility and requirements of the CCTV systems.
• Provides an effective administrative function for the branch.
• Ensures overall operational readiness and efficiency of the branch infrastructure including premises, Automated Teller Machines(ATM’s), systems and physical security requirements.
• Ensures overall staff complement is in line with workforce measurements.
• Ensures the effective roll-out of change initiatives through tracking and reporting on projects as well as conducting readiness assessments. As well as supporting a change management development programme to peers and the entire branch.
• Authorises Quest schedules and ensures correct optimisation of Branch Scheduling Tool (BST).
• Authorises Flexi hours required by Branch as per BST requirements.
• Occupational Health and Safety
• Appoints Section 16(2) Assistants to assist in executing Occupational Health and Safety (OHS) duties where necessary.
• Ensures that OHS employee representatives are appointed to provide a healthy and safe work
• environment (Employee representatives can be replaced after a period of two years).
• Ensures that sufficient OHS representatives are appointed to cover annual leave, sick leave, shift work, or other periods of absence.
• Ensures that all OHS employee representatives actively exercise their duties, allowing them the time, and where applicable, the place, to carry out these duties.
• Ensures that all OHS employee representatives receive support and assistance to perform their OHS functions and resolve matters where required.
• Assists in the implementation and evaluation of the OHS management system.
• Ensure that management is represented at all OHS committee meetings and that the necessary documentation is completed for the branch.
• Ensures that the OHS policy is communicated to all employees in the branch.
• Ensures that OHS policies, rules, procedures and instructions are followed.
• Enforces discipline where health and safety rules are deliberately neglected or ignored.
• Promotes the participation of all members of the organisation, at all levels, in health and safety risk management.
• Ensures, as far as is reasonably practicable, compliance with and adherence to the requirements of the OHS Act.
• Collaborates with the compliance function to promote health and safety within the bank.
• Ensures compliance with the requirements of the various sets of Regulations of the OHS Act, where and when they become applicable in relevant branch.
• Ensures that every contractor in the workplace signs the relevant OHS documents as stipulated by the OHS act.
• Ensures that workplace hazards are identified and that workplace risks are assessed.
• Ensures that OHS risk assessments are carried out before new projects are embarked upon in the workplace that may impact on the health and safety of persons.
• Ensures that all employees (including permanent, temporary and fixed term employees) are acquainted with the health and safety hazards, and the precautionary measures that should be taken or observed, in their areas of the workplace.
• Ensures that all newly appointed or newly transferred employees receive health and safety orientation
• Ensures that all incidents in the workplace (that could have caused injury, and that have in fact caused injury) are reported to The Regional Quality Assurance team.
• Ensures that an investigation into the cause of incidents is carried out immediately and that the necessary corrective action is taken to prevent the incident from occurring again.
• Ensures that management participates in internal and external audits and inspections.

Preferred Qualification and Experience

• Completed secondary school/high school/A levels/Matric
• You must complete one of the Qualifications listed on the FSB recognised list within the allocated time
• I.e. you must complete the RE 5 examination within the allocated time
• 7 - 10 years personal and business banking sector experience

Knowledge/Technical Skills/Expertise

• Risk Management
• Coaching and Mentoring
• Customer Reception and Channelling
• Financial Industry Regulatory Framework
• Fraud Detection and Management

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Job description

Job Details

Group Risk Management: understanding all risks – from the economic to the political – that could affect our global business, and offering guidance to all parts of the bank

Job Purpose

To provide sustainable strategic solutions within the Home Loans collections environment, specifically focused on the Deceased, Insolvent and Properties in Possession assets. In addition the candidate should provide the head of the Legal collections portfolio with analysis and insights as well as provide solutions to improve recovery effectiveness and efficiency.

Key Responsibilities/Accountabilities

• Responsible for the execution of key credit risk related collections strategies.
• Ensuring the successful implementation of strategy changes by driving the change and providing support to the implementation team.
• Designing and proposing refinements to Collection strategies with the aim of maximizing profit and minimising risk.
• Conduct individual data driven risk review assignments to identify and report credit quality trends and credit risk. Analysis must result in statistically supported findings and/or recommendations consistent with strategic business objectives.
• Identify and communicate potential policy and or operational improvements that will enhance credit quality.
• Partners with pier team in the expansion and maintenance of the analytic data environment

Preferred Qualification and Experience

Qualification

Minimum educational requirement: Bachelors / or equivalent Mathematical /Statistical qualification
Paralegal

Experience

• 2-3 years’ experience in a consumer credit risk environment.
• Demonstrate technical expertise and strong knowledge base in the area of consumer credit and consumer credit risk management.
• Experience within the Legal/Regulatory environment
• Experience project management/implementation.
• Experience with MS Office applications required (Advanced Excel, PowerPoint, Word, Access etc).
• Solid SAS Experience (BASE,MACROS,STAT)

Knowledge/Technical Skills/Expertise

Special Skills Required

• Paralegal
• Understanding the principles of Portfolio Management
• An understanding of operational credit management functions across the account life cycle (Origination, Account management – Authorizations / Credit line management / Renewal / Re-issue / Pricing and Collections).
• Understanding the regulatory environment impacting consumer credit product.
• High Computer literacy.
• Ability to access and query a multitude of databases and create and maintain data sets as appropriate

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Job description

Job Details

Group Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible

Job Purpose

Ensuring that daily processing of All transactions processed timeously and accurately via the Corporate Straight Through system
(CSTP), Trade Finance system and Retail Foreign Exchange system(RFS) and also mitigating risk by ensuring all processes and procedures adhered to within the relevant cut off times Also attending to the daily receipts and dispatch of online and swift message processing (SMP) inbox for branch 0653.

Key Responsibilities/Accountabilities

• Amend all exceptions on the Corporate Straight Through system (CSTP) by ensuring the respective fields on the swift payment instruction are correct and accurate.
• Process in accordance with clients instructions and ensure Exchange Control (Excon) and Balance of Payments (BOP) rules are adhered to.
• Capture all swift message processing (SMPI) messages, memos and deleted items that are given by the senior officers in the CIB Operations Payments Department i.e. Releaser/ Supervisor and or Manager.
• Continuously prioritize payments in value date order when capturing or amending exceptions in the pending queue Corporate Straight Through system (CSTP) and ensure that payments, which cannot be processed, are deleted and queried the Team Leader and processed manually
• Ensure that payments are be prioritized by value date.
• Ensure all revenue recovered.
• Investigate and amend the beneficiary customers account number details and give copies to the Releaser for authorization.
• Ensure all details captured into the Retail Forex System and Corporate Straight Through system (CSTP) are correct and meticulously checked.
• Immediately escalate any issues to the Team Leader and or Manager.
• Swift Message Processing (SMP) Inbox 0653:
• Messages received in Swift Message Processing (SMP) 0653 Inbox must be directed to designate printer for printing, every 15-20 minutes. Write the Outward Sequence Number (OSN) numbers on the control sheet. Hand over the messages and control sheet to the releasing officer for checking and signing. If the releasing officer is not in hand it to the Team Leader.
• Balancing and preparation of manual entries
• Complete reports on STORQM - this must be annotated on a daily basis.
• Immediately escalate any system downtime to Team Leader and or Manager.
• Handle incoming telephone calls effectively and efficiently.
• Ensure all queries attended to and ensure resolution.
• Organize and prioritise work to ensure that queries do not escalate to management. Manage turnaround times on queries (2 HRS)
• Monitoring of Spot / Forward Covers (if applicable to portfolio), Deliver and utilize for processing of payments
• Secure Exchange rates with Treasury dealers via email to the dealers for for the settlement of the Corporate clients instructions.
• Hand deliver or scan manual entries to the CIB Branch for processing
• Report 3207: SWIFT/Telex inward exception report – must be verified as evidence of being checked
• Report 3211: Inward SWIFT/Telex message Audit – Annotate balancing and annotate balancing and re-routes on STORQM
• Box all filing/Exchange in a Metro File box and annotate the control sheets for archiving once the boxes are full. Send all boxes older than six months to strong room safe. (Ensure a record card is placed in the box for Metro File records with a minimum retention period of 7 years.)
• Arrange with Administration Record Centre, Lower Ground Floor No. 5 Simmonds Street on a monthly basis to collect our boxes of records older than one year
• Ensure that the retention period of 7 years is clearly written on the Control Record Sheet.

Preferred Qualification and Experience

• Diploma in Banking
• Matric-Grade 12
• 1-2 years experience

Knowledge/Technical Skills/Expertise

Good understanding of the various system used within the Bank: Trade Finance system ,Corporate STP system, Retail Forex system/3270,FEDS system ,Qman System, Intelli-match system, IBAN Checker, STORQM system, Credit System

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Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty

Job Purpose

• To manage and supervise customer-facing staff within the service area in order to meet and exceed customer service expectations for the Branch.
• To assess, understand and manage the risks associated with all service processes.
• To identify cross-selling and migration opportunities for Branch customers.
• To maintain a high-level of integrity and ethical standards in the Branch.

Key Responsibilities/Accountabilities

• Customer Service
• Complete all compliance training within laid down timelines.
• Ensures that direct reports provide customers with exceptional service.
• Ensures that there is a sufficient number of staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning the data provided by the Branch Scheduling Tool (BST).
• Maintains and updates all administration pertaining to the BST.
• Updates, edits and publishes schedules drawn from BST.
• Produces Quest requisition based on BST schedules.
• Ensures workload fit target is achieved.
• Ensures that all required controls are in place and that all frontline transactions within the service area are handled and performed in accordance with laid-down instructions as stipulate in GRG.
• Manages the comments and complaints register.
• Manages the electronic query and complaint system (GIJIMA).
• Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines.
• Ensures staff members are reflecting appropriately on the organisation structure for distribution of work items to the correct staff/teams.
• Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
• Coaches staff on the required behaviours to support Customer Relationship Management
• Compliance & Risk Management
• Ensures that all routine controls relative to the service area are applied effectively to ensure that risks are minimised.
• Ensures compliance with agreed levels of authority and levels of access to systems and info, all applicable laws and regulations and Group policies and procedures.
• Monitors and controls risks and recommends revision of controls where appropriate.
• Maintains a culture within the service team that emphasises and demonstrates the importance of internal controls to all staff.
• Ensures that all preventative measures are utilised to avoid fraudulent transactions.
• Co-ordinates relevant fraud investigations and losses.
• Ensures staff awareness regarding fraud.
• Provides detailed information to Internal Audit when a special investigation arises.
• Provide detailed information pertaining to losses to the FRLM (Fraud Risk and Loss Management, now known as Financial Crime Control) or IPC (Integrated Processing Centre).
• Reports losses for the relevant customer service area and according to laid-down procedures in GRG (Group Reference Guide).
• Collates information pertaining to claims by customers and losses incurred and forwards to relevant departments.
• Ensures that irregularities identified by Risk Assurance and Internal Audit have been attended to according to laid-down procedures in GRG.
• Ensures that Financial Intelligence Centre Act (FICA) documentation and accountholder records are collated.
• Identifies major risks affecting the support function and monitors internal controls to ensure their adequacy and effectiveness.
• Authorises change in custodianship for in assets register and change in keys in the key register.
• Ensures that all aspects regarding track and trace of documents are adhered to according to laid-down instructions.
• Performs monthly scrutiny of Mobile money cards (MTN).
• Maintains information on Security and access control system (SACS) for the relevant in the branch as per laid down procedure.
• Complete subpoena / court order tracking sheet when documents are received and forward to Service Consultant for execution (Submit to Group Legal: Legal Advisory Services (LAS).
• Ensures that the Service Consultant sent through the relevant documents to Group Legal through regular follow ups.
• Familiarize yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11”
• Custodianship (where applicable and where no Team Leader, Tellers is in place)
• Acts as secondary custodian of Automated Teller Machine (ATM)/Auto Note Acceptor Machine (ANA) keys.
• Acts as secondary custodian for the ANA/ATM (KABA) Automatic time delay lock pass code.
• Acts as primary custodian of receipts for duplicate keys.
• Has joint custodianship for treasury holdings.
• KABA Locks
• Ensure that (master) codes for Kaba time delays are, upon commissioning, handover or compromise, being sealed and secured as prescribed.
• Ensure that staff members who vacate the position completed their handover as per the laid down procedures (i.e. reset of master codes when assuming responsibility).
• Automated Teller Machines (if applicable and where no Team Leader, Tellers is in place)
• Ensures that Automated Teller Machines (ATM) and Automated Money Acceptor (ANA) are balanced bi-weekly.
• Ensures that laid-down instructions as per GRG pertaining to the replenishing of ATM cash and processing of ATM deposits are adhered to.
• Monitor availability of ATM/ANA and ensure uptime.
• Checks that ATM/ANA cards retained are actioned correctly
• Scrutiny of reports
• Conduct weekly spot checks to ensure all cash deposit fees are recovered.
• Ensure entries are expunged correctly and captured to the correct accounts (account is nil and balanced daily).
• Reactive Selling
• Identifies cross-selling and migration opportunities and sells products/services reactively.
• Completes sales and leads generation tracking forms on a daily basis.
• Ensures that targets and budgets are met.
• Participates in tactical sales/marketing activities as required.
• Identifies migration opportunities and sells products/services reactively.
• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
• Identifies and actions opportunities for cross- and up-sell.
• Multi-channel utilisation and servicing to sell
• Conducts a needs analysis to identify customer needs in line with Financial Advisory and Intermediary Service act licence categories (FAIS)
• Manages “cost of sales” through the utilisation of multi-channel delivery strategies.
• System Access Administration
• Assigns users to the organisation structure.
• Adds/removes user access.
• Re-sets passwords.
• People management
• Responsible for inspiring, motivating, leading and managing the team.
• Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensures skills assessments and competency-based training takes place as and when required.
• Ensure 100% compliance training to be completed by all staff.
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
• Creates an environment in which learning and development are emphasised and valued.
• Takes personal responsibility for coaching and mentoring others.
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
• Promotes a culture where the values of the Bank are seen to be ‘alive’
• Ensures the implementation of the leadership promise and employee engagement programme.
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
• Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
• Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
• Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
• Ensures that the administration regarding staff changes for e.g. Personnel Record Update (PRU’s) are actioned for the relevant department.

Preferred Qualification and Experience

Non-negotiable requirements:

• 4 -5 years Branch Banking experience with exposure to telling, enquiries, service, BDC / Forex, assets, overall customer service, sales and revenue
• Business-related qualification that is recognised by the FSB, worth a minimum of 120 credits
• Bank systems knowledge and skills
• Beneficial qualifications and experience:
• Training courses as stipulated in Team Leader, Customer Service role based curriculum
• Knowledge of CONNECT (employee engagement) methodology

Knowledge/Technical Skills/Expertise

• FAIS compliance (RE 5 certification)NQFL5.
• Institute of Bankers or related qualification is an advantage
• RE5

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Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty

Job Purpose

• To provide an efficient and effective point of contact for new and existing Personal Market customers within the Branch and through Proactive initiatives.
• To provide an onsite selling capability to lead sources.
• To acquire new bulk Personal and Inclusive market business within the relevant Region.
• To ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures.

Key Responsibilities/Accountabilities

• Drive transaction led customer acquisition
• Accountable for achievement of daily, weekly and monthly personal market sales targets.
• Facilitates and oversees workplace banking, bank days.
• Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities.
• Forges business partnerships with Personal and Business Markets in the province to leverage the interplay between segments for optimal growth and retention.
• Sells the bank’s products proactively and pass on sales leads to the applicable areas.
• Fulfils on proactive sales activities outside of Branch during valley periods and fulfils sales within Branch during peak and month end periods.
• Completes sales and lead generation tracking forms on a daily basis
• Ensures that targets and budgets are met.
• Participates in Workplace Banking activities when required.
• In conjunction with Consultant, Workplace Banking, Manager, Business and Manager, Acquisitions, ensures penetration within their portfolios specific to key players and underlying employee base.
• Develops business opportunities by following up leads generated.
• Conducts joint calling in a planned manner with Consultant, Workplace Banking, Manager Acquisitions, Account Executives and Private Bankers to ensure business/personal interplay occurs.
• Proactively identifies and follows-up on new business in order to increase market share.
• Identifies and follows-up on cross-selling opportunities.
• Proactively grows/penetrates existing and new Workplace Banking portfolio of companies.
• Provides additional information to ensure support on products/services, and identifies problems.
• Ensures daily feedback to all relevant stakeholders.
• Pro-actively identifies migrations to Private Bank and Prestige offering.
• Identifies referral opportunities for Standard Bank of South Africa (SBSA) stakeholders.
• Provides a mobile primary point of contact to customers by identifying their financial/ transactional needs and recommends Bank products as solutions.
• Conducts cold calling and other prospecting techniques in a planned manner focusing on high potential value prospects.
• Markets and provides information on the full range of Personal Market products to customers to optimise cross-sell.
• Follows up on sales to ensure that customer requirements have been met.
• Develops and maintains relationships with key stakeholders in network, across all channels and product houses.
• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
• Identifies and actions opportunities for cross- and up-sell.
• Ensures accurate capture, updates or amendments of customer information and history notes
• Customer Experience
• Complete all compliance training within laid down timelines
• Provides a mobile primary point of contact to the employees and or gatekeepers, of Standard Bank’s business market customers.
• Markets and provides information on the full range of personal market products to customers.
• Pro-actively identifies opportunities to migrate clients to Private and Prestige offering.
• Identifies referral opportunities for other SBSA stakeholders
• Provides additional information onsite to customers to ensure support and service on products/services, and identifies problems
• Meets business market customer requirements and their employee base by identifying their personal financial/transactional needs and recommends bank products as solutions.
• Ensures that queries and complaints are resolved within the stipulated time frames.
• Escalates unresolved complaints to the appropriate division.
• Encourages customers to make use of self service banking and Alternative Channels.
• Ensures that Customer Experience Measurement (CEM) targets are met.
• Identifies customer needs effectively and opens new accounts according to laid down procedures.
• Transfers, amends and closes accounts as and when requested by customers according to laid down instructions.
• Ensures that Customer on boarding process is followed at all times.
• Ensures that customers are fully informed of their rights and obligations to the Bank in accordance with the Code of Banking Practice.
• Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non -first contact resolution” as appropriate.
• Ensures that service requests in personal work list are actioned within agreed timelines
• Efficiency and effectiveness
• Conducts a needs analysis to identify customer needs effectively when opening new accounts or providing product advice, in line with Financial Advisory and Intermediary Service Act (FAIS) license categories.
• Completes disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act, and National Credit Act.
• Accurately captures all applications in line with laid down procedures.
• Accurately records all sales concluded on measurement system.
• Actions non-compliant accounts daily to ensure quality of acquisition.
• Ensures accuracy in the completion of application forms to ensure turnaround times are met.
• Ensures an understanding, adherence and disclosure to customers regarding accreditation, service fees and commission in terms of the Code of Banking Practice.
• Ensures an understanding of, and adherence to, documentation requirements as outlined by FAIS and the Financial Intelligence Centre Act (FICA) and the Code of Banking Practice (COPB).
• Ensures that all products offered to customers are sold on features, benefits and factual information only.
• Credit Management
• Implements all the required steps and controls according to laid down procedures when opening accounts to minimise the risks associated with new business.
• Ensures that all customer information is accurately captured
• Gathers all relevant customer information and documents and accurately captures loan applications within laid down procedures.
• Refers matters outside scoring criteria, with the appropriate information, to the accounts support for further investigation

Preferred Qualification and Experience

• Matric
• 4-5 years banking experience
• Proven sales track record in the financial services industry.
• Experience in dealing with self-employed customers, high value/multi segment customers
• Pro-active hunting experience i.e. sales
• Stakeholder management experience
• Must have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.
• Related business/marketing degree would be an advantage
• You must complete one of the Qualifications listed on the FSB recognised list within the allocated time.(FAIS fit & proper)
• You must complete the RE 5 examination within the allocated time
• Valid drivers license

Knowledge/Technical Skills/Expertise

• Sound knowledge of the range of personal value propositions.
• Thorough knowledge of all personal products/ financial solutions.
• Relevant competitor product knowledge.
• Knowledge of the Code of Banking Practice and its application in a sales context.
• Knowledge of managing the Regional sales principles and processes. .
• Understanding of relevant procedures and application of the Group Reference Guide (GRG).
• Sound understanding of sales functions and knowledge of selling process.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Sound Knowledge of the NCA and related processes
• Understanding and support of the banks multi – channel environment

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Job description

Job Details

Human Capital: attracting and retaining key talent, providing learning and development initiatives, governance of performance management and reward schemes, centres of excellence to drive and embed Standard Bank values and culture.

Job Purpose

The purpose of this role is to design, develop and implement a suitable and clear overall Group IT Learning and Development Strategy and implement the Leadership Strategy for the Group IT across South Africa, Africa and the relevant International regions, aligned to and supporting the Group IT business strategy. This role is also accountable for the design and execution of an integrated learning ecosystem and architecture, the strategy, design and architecture of digital, e-learning and blended learning as well asa capability building framework that develops the required skills and competencies for Group IT in line with the Group IT strategy and the business architecture.

Key Responsibilities/Accountabilities

• Strategy formulation and execution
• Define, develop and execute the overall Learning and Leadership strategy, ensuring alignment with Human Capital and Business strategies and objectives.Explore and define learning strategies across all delivery platforms that are creative, innovative, applicable and relevant for meeting business requirements across products, business areas and geographies.
• Identify, develop and ensure the implementation of world class learning practices (including processes and programs) to meet business requirements sustainably and ahead of demand (proactively).
• Craft the strategies and create opportunities for increasing blended learning, e-learning and digital experiences for both formal and informal learning.
• Leverage business leaders to support and nuture learning within SBG.
• Develop and manage learning systems and technologies that support digital, e-learning and effective learning administration, data and reporting.
• Continuously research and strategically align learning technology with business strategy and requirements.
• Ensure effective and commercially viable, vendor management by evaluating, selecting and managing an appropriate panel of vendors required to deliver SBG learning strategy objectives.
• Effectively manage the Learning and Leadership budgets in line with the Learning and Leadership strategy, objectives and business requirements.
• Effectively manage the learning function as a business (people, process, systems)
• Develop and manage learning governance processes and practices across the business.
• Business and management consulting
• Ensure effective business partnering with various stakeholders to ensure a sustainable Learning and Leadership strategy is developed in line with stakeholder objectives and capability needs
• Conduct high-level business needs analysis and identify business’s strategic and team learning priorities as well their needs across all learning platforms (classroom, digitlal, e-learning and blended learning)
• Provide guidance to L&D team in translating business requirements into learning and development needs
• Raise awareness across Group IT of the total service offering of the Learning and Leadership function
• Ensure that the return on investment implications of the various learning strategies are tracked
• Track and monitor learning statistics and reports to support predictive learning trends and future learning requirements in the business
• Partner with external Learning bodies and institutions (BankSeta) to ensure alignment and collaboration on SBG strategic and banking industry strategic learning objectives, with specific focus on building scarce and critical skills in the ICT field
• Create a world class learning ecosystem and world class learning experiences
• Develop the Learning and Development landscape in line with new IT business architecture that supports relevant and real learner experiences
• Support and drive learning innovation as well as customised and specialised learning experiences through the establishment of an IT Academy with sub faculties by specialisation areas.
• Ensure the crafting of e-learning / digital / blended solutions on a global level are adequately contextualised and in line with new learning trends and blended methodologies and utilising latest learning technologies.
• Increase the experiential elements of Learning and Development activities through creating learning opportunities that support “social learning”, and promote a culture of continuous learning.
• Support and deploy social learning and learning collaboration tools, to create and enable effective learning.
• Ensure alignment of learning and development with all other HC practices and components within the employee life cycle.
• Accountable for design and continuous review of delivery channels and learning interventions offered, taking into account adult learning principles as well as unique requirements for specialised business units.
• Explore learning approaches and processes to ensure cutting edge learning offerings that are fit for purpose.
• Drive the formulation and execution special projects ie. Digital badges
• Monitor and evaluate knowledge management effectiveness and implement knowledge management approaches / processes that ensure the sustainability of learning.
• Create strategic partnerships and building and leveraging networks
• Actively build relationships internally and externally that are crucial and relevant to delivering the learning and development strategy.
• Effectively partner with business, learning and development teams and other stakeholders to provide value-adding learning services that meet business objectives in terms of capability building, as well as embedding the learning strategy.
• Partner closely and jointly with the Human Capital enabling teams to optimise HC Enabling tools and systems, across the broader group talent management solution
• Efficiently work across all business units within Group IT to craft and create blended learning, e-learning solutions, digital and mobile learning solutions.
• Engage with relevant stakeholders to establish appropriate rollout plans for IT witin South Africa, Africa and International locations.
• Provide learning thought leadership both in Standard Bank and the learning industry as a whole.
• Manage Learning and Development Team
• Recruit, manage and develop a team of competent learning design and development specialists, learning technology specialists to deliver world class learning products and learning services and support the learning ecosystem.
• Provide support and services aligned to Group IT and the learning ecosystem
• Actively mentor, coach and inspire the learning and development team providing best practice insight and understanding to the learning and development processes.
• Actively participate in forums, community of practices and master classes to transfer knowledge and insight.
• Optimise reusability and scalability of learning and development resources across the group.
• Influence Group Learning forums and strategic committees, ensuring alignment where appropriate across the group and Group IT on all learning and development activities.
• Promote Continuous Development
• Actively participate and contribute in global and regional learning groups and initiatives.
• Keep up to date with new learning and development trends, methodologies and technologies ensuring that the
• Learning teams are knowledgeable and consistently improving the L&D offering in line with new developments.Continuously analyse current learning and leadership strategies and approaches and innovatively adjust them to effectively meet and support business objectives.
• Develop, publish and present Standard Bank specific “case studies” for business of learning success stories.
• Share and scale best practices to group where appropriate

Preferred Qualification and Experience

• Minimum: 1st Degree (Human Resources / People / Human Development)
• Minimum: Honours Degree (HR / People / Human Development)
• Minimum: 10+ Experience Learning and Leadership Development
• Minimum: 7+ Human Capital Business Partnering

Knowledge/Technical Skills/Expertise

• Instructional Design
• Visual Design
• Application Development
• User Exeprience Design
• Learner Exeprience and Application Support

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Job description

Job Details

Group Risk Management: understanding all risks – from the economic to the political – that could affect our global business, and offering guidance to all parts of the bank

Job Purpose

To manage counterparty risk for the Bank’s African Power and infrastructure Sector (including South Africa) associated with Corporate and Investment Banking (CIB) Division’s lending, trading and investing activities to non-bank sector counterparties, with the primary objective to enable the Business team, but at the same time, contain risk within acceptable parameters.

Key Responsibilities/Accountabilities

• Own a specific sector portfolio
• Organise and manage a defined portfolio of counterparties from a credit perspective;
• Effectively manage the pipeline of new transactions and perform initial credit screening of the proposed transactions;
• Co-ordinate resources globally to manage transactions and fulfil the Group Credit Manager (GCM) role across geographies.
• Manage The End-to-end Credit Process
• Analyse initial transaction proposals for upfront identification of credit concerns for appropriate consideration in the transaction proposal;
• Position credit assessment questions to a client in pursuit of information for the proposed transaction;
• Originate sector credit applications for facilities to assess the appropriateness of the credit risk relative to the sector strategy and profitability of the deal;
• Effective provision of high-quality analyses with appropriate recommendations to higher authority;
• Effective presentation of applications to CIB Credit Panels for approval, where required;
• Effective management of deal execution in partnership with the Business team; and
• Effective ongoing credit management throughout the life of the deal.
• Contribution to various forums/committees
• Involvement in Business Approval Forum, Close Monitoring Forum, Watchlist and Non-Performing Loans (NPL) Committee meetings relating to deals and names managed by the core sector team.
• Ongoing Credit Management
• Ensuring effective excess management, with appropriate escalation where necessary;
• Ensuring compliance management (monitoring of ongoing credit and legal compliance requirements);
• Ensuring effective management around the overdue reviews to a target of 5%;
• Monitoring, questioning and understanding changes in the credit quality in any counterparty / industry falling within the portfolio;
• Making recommendations to line management and committees/forums regarding industry trends and the implications for managing the credit risks of clients in those industries;
• Ongoing monitoring of risk grade (PD), Loss Given Default (LGD), recovery rate shifts and general industry trends;
• Ensuring risk metrics and facility limits are accurately captured to the relevant systems as per the credit approval for capital calculation purposes;
• Ensuring collateral is appropriately executed and managed on an on-going basis;
• Ongoing credit assessment for ad hoc credit approval requests as may be requested from time to time;
• Ensuring preparation of core sector papers as and when required to the requisite quality and within required timelines;
• Managing portfolio within sector and counterparty risk appetite and the identification and mitigation of concentrations;
• Assist when deep drills are required ensuring that deep drills are done to the required standard as and within required timelines;
• Identifying and managing high risk accounts and undertaking the necessary corrective action when the risk profile threatens to become unacceptable; and
• Ensuring active and maintained co-ordination of stakeholders in the process to ensure all expectations are met.
• Management Reporting
• Keeping line management informed on material developments; and
• Provide input into general Credit reports.

Preferred Qualification And Experience

• An appropriate post-graduate degree. (Finance or Engineering qualification would be ideal)
• Additional Qualifications, Such As CFA And FRM Also Beneficial.
• Minimum of 1-3 years experience in Credit;
• Strong decision making experience with regards to credit issues; and
• Previous exposure to Corporate Credit and/or project finance and leveraged finance credit advantageous.

Knowledge/Technical Skills/Expertise

• Co-operative relationships between the various internal contributors in the credit value chain;
• Co-operative relationships with internal and external stakeholders;
• Taking responsibility for the sector portfolio across all geographies;
• Compliance with an accepted credit sector platform to enable the applicable business teams in the Bank’s chosen markets;
• Having a sense of urgency in order to progress critical deals whilst minimising application backlogs and turnaround times;
• High reliability of decisions made;
• Accurate allocation of risk metrics related to capital allocation for executed credit facilities;
• Highlighting credit concerns timeously; and
• Finding alternatives in order to make deals work (if possible) and in so doing, add value to the deal making process.