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  • Posted: Oct 27, 2020
    Deadline: Not specified
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    Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the prim...
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    Team Leader Universal Banker (Voice Branch)

    Job Purpose

    • Builds and develops resources and environments to enable the team to achieve its desired vision.
    • Responsible for the facilitation of a team’s outcomes.
    • Facilitate the process of removing obstacles.
    • Accountable for a POR.
    • The team consists of Universal Bankers level 1 and / 2, and / 3

    Key Responsibilities/Accountabilities

    Determine customer requirements:

    • Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how).
    • Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
    • Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
    • Takes customer demand to understand what matters to customers

    Meet customer expectations:

    • Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.
    • Enable a learning environment where the team(s) skills are matched to customer demands.
    • Ensure that customers complaints are resolved effectively within the prescribed timelines.
    • Ensures that the team(s) are appropriately reflected on the Bank’s systems to enable the correct flow of work.
    • Assists with customer escalations, complaints and queries.
    • Create the ability to act on failure demand and resolve for repeat instances.
    • Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement. 
    • Continuously assess what matters to the customer against the ability of processes and systems to meet the customers demand.

    Grow and create value:

    • In conversing with customers, identify value demand opportunities:
      • Ensures that all leads are logged correctly while connecting with the customer and identifies demand generation opportunities.
      • Participates in specific campaigns and marketing activities as required.
      • Proactively promotes the use of multiple channels to customers
      • Accurately captures, updates or amends customer data
    • Understand financial measures which includes OI, Assets, Liabilities, NIR, NII, Impairments and costs
    • Providing directional support to the team to achieve customer led measures

    Data, analytics and reporting :

    • Understands and solves for the changes and trends in data as it relates to. Eg. COR, failure, value demands, abandoned calls, handle time, volume of demand and time taken to respond.
    • Assess and act on the capacity of the team to serve customer demand and solve in collaboration with the team.
    • Facilitate the discussion on data with teams and facilitate the improvement of processes and methods based on data.
    • Reviewing and analysing data daily to understand the performance of the team and determining what to act on.
    • Actions and scrutinises relevant reports as per laid-down instructions.
    • Ensures that revenue is recovered correctly for all types of transactions/services provided.
    • Attends to customer demands (irrespective of communication channels) within the agreed timelines.
    • Obtains documentation and assist with fraud and internal investigations, including special investigations.
    • Reports losses for own team(s) according to laid down procedures and provides input to the investigation of losses.
    • Ensures that finding sheets from Risk Assurance and Internal Audit has been responded and irregularities attended to according to laid down procedures.
    • Ensure that the communication is shared and understood by team(s).

    Risk and compliance:

    • Facilitate the process for team (s) to understand the risks associated with handling of high risk related demands.
    • Facilitate the process of compliance to the FAIS act and build fit and proper teams that can handle demand.
    • Ensures that a Risk Mitigation undertakes regular surprise checks and facilitate the process of corrective action.
    • Ensures staff awareness in terms of fraud and fraud activities.

    People focus:

    • Facilitation of team(s) outcomes, which includes driving performance, achieving aspirations and addressing skills gaps.
    • Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching.
    • Help the team understand their contribution to the overall performance through various tactics (including coaching).
    • Help the team to adopt and apply the methods designed to assist in serving customer demand.
    • Motivates team members and ensures that they receive recognition for work well done.
    • Maintains a people plan for the team(s) which includes succession planning for critical roles, talent engagement and personal development plans.
    • Facilitation of the decision-making process. Enable team (s) to pull on resources to make decisions.
    • Provide team (s) with the rights tools and knowledge to take customer demand.
    • Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
    • Follow the agreed selection process for new members of the team(s), aligned to the local Workforce Management Plan.
    • Accountable for the onboarding, induction and orientation of new team members.
    • Collaboratively ensuring that there is a sufficient number staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning on available data like call volumes, handle time, time spent on improvement work.
    • Monitors staff costs and create action plans to address wastage and leakage (where relevant).
    • When required, initiates and or follow people processes which includes resolving of grievances, disciplinary matters and any disputes.
    • Understands the reasons for individual banker variation in capability and uses the correct approach to solve for this which may relate to system conditions, knowledge, behaviour etc
    • Typically 10 or more Direct Reports.

    Successful delivery of outputs would be measured as follows:

    • Customer satisfaction rating.
    • Minimised customer hand offs.
    • Customer demand perfectly delivered without any ‘comebacks’.
    • Endeavour to do only value work.
    • Meet what matters to the customer (within laid-down policies and procedures).
    • Improvement on capability of response.
    • Highlighting and acting on areas of improvement.
    • Effective people management (e.g., perform to grow, skills development, reward and recognition).

    Preferred Qualification and Experience

    • Minimum Qualifications: Degree Field of study: Business Commerce
    • Relevant qualification with RE5
    • 5-7 Years Previous experience in the front line.  Knowledge of retail and commercial products required for understanding the context of stated customer demands. Knowledge of the procedures and the interdependencies of the various functions performed in Branch (Voice and Physical).

    Knowledge/Technical Skills/Expertise

    • Customer Understanding
    • Product Knowledge
    • Application and Submission Verification 
    • Processing
    • Customer Acceptance and Review 
    • Banking Process and Procedures 
    • Heart of Customer Experience 
    • Client Retention
    • Customer and Client Focused Innovation
    • Driving Delivery of Results
    • Leading Courageously
    • Inspiring Performance for Execution
    • Growing Capability

    go to method of application »

    Team Leader, Branch

    Job Purpose

    • POR Leader that looks after Cash and Universal Bankers and / front of house. 
    • Builds and develops resources and environments to enable the team to achieve its desired vision.
    • Responsible for the facilitation of a team’s outcomes.
    • Facilitate the process of removing obstacles.
    • Accountable for a team in a POR and / a POR.
    • The team consists of : Universal Bankers level 1 and /, 2 and / 3; and / or Consultant, Cash and / Team Leader, Cash; and / Team Leader, Universal Banker and/ Client Liaison Officer

    Key Responsibilities/Accountabilities

    Determine customer requirements:

    • Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how).
    • Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
    • Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
    • Takes customer demand to understand what matters to customers. 

    Meet customer expectations:

    • Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.
    • Enable a learning environment where the team(s) skills are matched to customer demands.
    • Ensure that customers complaints are resolved effectively within the prescribed timelines.
    • Ensures that the team(s) are appropriately reflected on the Bank’s systems to enable the correct flow of work.
    • Assists with customer escalations, complaints and queries.
    • Create the ability to act on failure demand and resolve for repeat instances.
    • Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement.
    • Continuously assess what matters to the customer against the ability of processes and systems to meet the customers demand.

    Grow and create value:

    • In conversing with customers, identify value demand opportunities:
      • Ensures that all leads are logged correctly while connecting with the customer and identifies demand generation opportunities.
      • Participates in specific campaigns and marketing activities as required.
      • Proactively promotes the use of multiple channels to customers
      • Accurately captures, updates or amends customer data
    • Understand financial measures which includes OI, Assets, Liabilities, NIR, NII, Impairments and costs
    • Providing directional support to the team to achieve customer led measures

    Data, analytics and reporting:

    • Understands and solves for the changes and trends in data as it relates to. Eg. COR, failure, value demands, abandoned calls, handle time, volume of demand and time taken to respond.
    • Assess and act on the capacity of the team to serve customer demand and solve in collaboration with the team.
    • Facilitate the discussion on data with teams and facilitate the improvement of processes and methods based on data.
    • Reviewing and analysing data daily to understand the performance of the team and determining what to act on.
    • Actions and scrutinises relevant reports as per laid-down instructions.
    • Ensures that revenue is recovered correctly for all types of transactions/services provided.
    • Attends to customer demands (irrespective of communication channels) within the agreed timelines.
    • Obtains documentation and assist with fraud and internal investigations, including special investigations.
    • Reports losses for own team(s) according to laid down procedures and provides input to the investigation of losses.
    • Ensures that finding sheets from Risk Assurance and Internal Audit has been responded and irregularities attended to according to laid down procedures.
    • Ensure that the communication is shared and understood by team(s).

    Risk and compliance:

    • Facilitate the process for team (s) to understand the risks associated with handling of high risk related demands.
    • Facilitate the process of compliance to the FAIS act and build fit and proper teams that can handle demand.
    • Ensures that a Risk Mitigation undertakes regular surprise checks and facilitate the process of corrective action.
    • Ensures staff awareness in terms of fraud and fraud activities.

    People focus :

    • Facilitation of team(s) outcomes, which includes driving performance, achieving aspirations and addressing skills gaps.
    • Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching.
    • Help the team understand their contribution to the overall performance through various tactics (including coaching).
    • Help the team to adopt and apply the methods designed to assist in serving customer demand.
    • Motivates team members and ensures that they receive recognition for work well done.
    • Maintains a people plan for the team(s) which includes succession planning for critical roles, talent engagement and personal development plans.
    • Facilitation of the decision-making process. Enable team (s) to pull on resources to make decisions.
    • Provide team (s) with the rights tools and knowledge to take customer demand.
    • Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
    • Follow the agreed selection process for new members of the team(s), aligned to the local Workforce Management Plan.
    • Accountable for the onboarding, induction and orientation of new team members.
    • Collaboratively ensuring that there is a sufficient number staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning on available data like call volumes, handle time, time spent on improvement work.
    • Monitors staff costs and create action plans to address wastage and leakage (where relevant).
    • When required, initiates and or follow people processes which includes resolving of grievances, disciplinary matters and any disputes.
    • Understands the reasons for individual banker variation in capability and uses the correct approach to solve for this which may relate to system conditions, knowledge, behaviour etc
    • Typically 10 and more direct reports.

    Successful delivery of outputs would be measured as follows:

    • Customer satisfaction rating.
    • Minimised customer hand offs.
    • Customer demand perfectly delivered without any ‘comebacks’.
    • Endeavour to do only value work.
    • Meet what matters to the customer (within laid-down policies and procedures).
    • Improvement on capability of response.
    • Highlighting and acting on areas of improvement.
    • Effective people management (e.g., perform to grow, skills development, reward and recognition).

    Preferred Qualification and Experience

    • Minimum Qualifications: First Degree:Field of study: Business Commerce
    • Relevant qualification with RE5
    • 5-7 Years Previous experience in the front line.  Knowledge of retail and commercial products required for understanding the context of stated customer demands. Knowledge of the procedures and the interdependencies of the various functions performed in Branch (Voice and Physical)

    Knowledge/Technical Skills/Expertise

    • Customer Understanding
    • Product Knowledge
    • Application and Submission Verification 
    • Processing
    • Customer Acceptance and Review 
    • Banking Process and Procedures 
    • Heart of Customer Experience 
    • Client Retention
    • Customer and Client Focused Innovation
    • Driving Delivery of Results
    • Leading Courageously
    • Inspiring Performance for Execution
    • Growing Capability

    go to method of application »

    Funeral Claims Consultant ,Contract

    Job Purpose

    • To analyse, assess and pay valid funeral claims within 48 hours from the time the last document is received
    • To detect fraudulent activities on funeral claims
    • Understand SBBS’s goals and objectives and strive to achieve them
    • Maintaining an effective diary to ensure that overdue claims are given priority within stipulated timeframes thus enabling effective customer service delivery
    • Ensure favourable NPS score of  60% by consistently promoting quality interactions with customers

    Key Responsibilities/Accountabilities

    • Monitoring of personal performance relative to department productivity
    • To effectively assess claims ensuring that the daily target of 11 claims is met
    • Decide in perusing, analysing, understanding and questioning the assessment findings before sending the claim for authorization
    • Ability to think laterally in dealing with claims and engaging relevant parties to consult or debate circumstances of claims
    • Understand all policy wordings / Obligatory Disclosures as they apply to FuneralPlan products and can communicate the meaning thereof
    • Exercise vigilance when assessing claims and can determine whether the circumstances of a claim are suspicious and warrant referral to management or FROPS Operation Dept.
    • Have ability to professionally conduct death confirmations with Third parties on the validity of claims.
    • Have ability to interact with third parties (Internal and External) with Dept. of Home Affairs, SAPS, Funeral parlours, Doctors, Hospitals, ITC and XDS Check, Schools, Social Welfare, attorneys and Bank Branches.
    • Decide to escalate claims with Fraud Alert Messages, Red Listed Doctors and Funeral Parlours / Undertakers
    • Ensuring availability on the phones to handle inbound calls. To achieve 80% SLA

    Preferred Qualification and Experience

    • Grade 12
    • Must be FAIS compliant
    • Must have RE5
    • Must be computer literate
    • Insurance Institute or insurance qualification
    • Claims processing experience preferably in the Long-Term Insurance Category

    Knowledge/Technical Skills/Expertise

    • Must have a minimum 2 years’ experience in a claim’s environment

    go to method of application »

    Head, AR Data Management

    Job Purpose

    Ensure adherence to Data, Information Governance and management at business unit and enterprise level, coordinating with stakeholders to ensure that data milestones are met, develop data business standards, metrics and processes. Act as proxy for business data owner to ensure execution on data ownership requirements in line with Group Data Ownership Model. Provide strategic direction on how identified data issues should be resolved at Africa Regions level and Enterprise level in alignment to Group Data Strategy.

    Key Responsibilities/Accountabilities

    Technology & Architecture

    • Keep abreast of changes in technology e.g. cloud technologies to understand the impact on data and associated risks.
    • Provide a level of thought leadership regarding risk management and the optimal structuring of relevant applications.   

    People

    • Translate existing policies, requirements and controls to day to day activities for data stewards.
    • Participate in guilds and other relevant data community forums for knowledge sharing and to ensure group level understanding of effective data management and governance within the organisation.
    • Drive activities that will ensure adherence to the Data Governance Framework, facilitating the execution of the Data Governance strategy and initiatives.  Work with Data Governance Specialist to prioritise business and information needs.
    • Socialising internal stakeholders on data management, data quality and relevant data sources within area of responsibility to drive effective data management and governance within the organisation.  Facilitate the planning of regular and ad-hoc awareness sessions on the data strategy to the business community.

    Risk, Regulatory, Prudential & Compliance

    • Drive identification of regulatory or legal restrictions, including retention and governance of the data to ensure implementation of these within area of responsibility.
    • Ensure the roll out of the Data and Information Governance programme by driving out governance in line with the Information Management Lifecycle to enforce adherence to data governance principles on risk, security, compliance and privacy.

    Data

    • Lead collaboration across multiple areas of Standard Bank Group including IT, AR, BUs, Data Stewards, Risk, etc. on data by acting as Subject Matter Expert within area of responsibility.  Exercise authority and control over the management of data and information assets to ensure data standards are adhered to, data risks are identified and mitigated, audit findings and gaps are remediated and closed.
    • Ensure establishment of Data Forum/Committee to provide direction and organisation of data at the Business Unit or Country level to ensure a well aligned execution of data requirements as per business and EDC requirements. Review Data Forum/Committee mandate and ensure adherence to thereof.
    • Plan and drive maturity of data capabilities at the Business Unit, Regional and Enterprise level line with EDC and business requirements. Ensure closure of identified maturity gaps at the BU level.
    • Ensure delivery of data strategy by identifying Data and Information Management initiatives in alignment business unit requirements and report progress the relevant Data/Information Committee/Forum.
    • Align how data is used, accessed and stored/archived to industry best practice and regulations as well as internal policies, standards and procedures.
    • Define data curation practices to ensure that the life span of data is commensurate with requirements.  Develop data-quality metrics and requirements, including defining the values, ranges, and parameters that are acceptable for each data element to ensure consistency and quality of data.
    • Exercise decision making authority by ensuring definition and implementation of data retention and destruction requirements, criticality and sensitivity to be used as the basis for applying controls such as access controls, archiving or encryption.
    • Lead data monetisation initiatives by pursuing identified gaps and opportunities to ensure risk avoidance and adherence to data governance principles on risk, security, compliance, privacy as well as revenue upliftment.
    • Facilitate and approve the process flow of data through the environment by working closely with and co-ordinating efforts between Privacy, Information and Operations Risk to execute relevant policies.
    • At an operational level,
    • Capture reference data and log all changes of data to ensure any updates are in    accordance with the defined service levels.  Communicate data changes that have a cross functional impact timeously in order to minimize downstream impact.  Advise changes to the relevant IT and business stakeholders for awareness and assessment of potential impact.
    • Drive the identification of data owners where data ownership does not exist and processes any such data changes approved by owners.  Work closely with the owners of master data to ensure that business rules are applied and monitors adherence to those rules.
    • Ongoing reconciliation and maintenance of reference and master data, managing golden versions and replicas.  Plan, implement and control activities to ensure consistency with a golden version of contextual data values.
    • Conduct on-going monitoring of reference data for adherence to defined rules and standards and to ensure data accuracy by performing and reporting on periodic audits and data integrity checks.  Ensure remediation of non-complying identified reference data through the relevant Data Quality Management capabilities and executes effective quality assurance of changes applied to master data.
    • Manage reference and master data integration needs by understanding the flow of data between systems to ensure partner systems align.  Define sources and contributors for data integration architecture, plan and integrate introduction of new data sourcing.
    • Keep abreast of industry standards relating to Reference Data and ensure alignment with authoritative external data sources through defined data integration architectures.

    Minimum Qualifications   
    Type of Qualification Field of Study

    • First Degree Information Studies
    • First Degree Information Technology  
    • Other Minimum Qualifications, certifications or professional memberships

    Preferred Qualifications

    • Post Graduate Degree Business Commerce
    • Post Graduate Degree Social Sciences
    • Other Preferred Qualifications, certifications or professional memberships
    • Data Management certification (Certified Data Management Practitioners (CDMP), Certified Information Management Professional (CIMP) or related)

    Experience

    Job Function Job Family Years Experience Description
    Business Support
    Business Management

    • More than 10 years experience in banking and related regulatory/governance standards to provide high quality data having planned, implemented, integrated and controlled activities/processes to ensure availability, usability, integrity, compliance and security of data
    • Experience within the Standard Bank Group will be advantageous

    Technology 

    • Technology Partnering & Service Management 
    • More than 10 years in understanding of and experience with root cause analysis and problem-solving skills and awareness of the Software Development Life Cycle (SDLC) & Agile methodologies.  Understands data flows between systems, ETL and processing of structured and unstructured data within the data architecture.

    Business Support 
    Business Enablement

    • More than 10 years experience in data role with understanding of data, risk, data architecture, data governance, data analysis, data validation and metadata management. Sound knowledge and understanding of data life cycle. Operational execution of data/metric standards and data quality rules.  Experience having planned, developed and executed enterprise information management framework, to improve accuracy, integrity and accessibility of information. Experience within the Standard Bank Group will be advantageous.
    • Total number of years’ experience: 15 years

    Knowledge/Technical Skills/Expertise

    Business Acumen (Audit)

    • Understand the Banking industry and the impact that the economic and regulatory environment have on the organisation. Application of this knowledge in the assessment of risks and recommend appropriate control and quality frameworks.
    • Proficiency Level 2 PROFICIENT - Clear knowledge and application of the concept

    Data Analysis

    • The ability to analyse statistics and other data, interpret and evaluate results, and create reports and presentations for use by others.
    • Proficiency Level 3 SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

    Data Compliance

    • The ability to interpret regulations, laws and business requirements that apply to data and to provide information to business on how to comply.
    • Proficiency Level 4 Mastered the concept, able to act independently, provides guidance and training to others

    Data Integrity

    • The ability to ensure the accuracy and consistency of data for the duration that the data is stored as well as preventing unintentional alterations or loss of data.
    • Proficiency Level 4 ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

    Data Management (Administration)

    • The ability to effectively and efficiently manage business related data in an accurate manner, through the application of various technologies.
    • Proficiency Level 4 ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

    Data Quality

    • The ability to implement operational techniques and activities that are used to fulfil requirements for data quality including: improvement, control, management or assurance of data quality.
    • Proficiency Level 4 Mastered the concept, able to act independently, provides guidance and training to others

    Process Analysis and Redesign

    • The ability to rethink and redesign business processes, to obtain sustained improvements in quality, cost, service, lead time, flexibility and innovation.
    • Proficiency Level 3 SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

    Process Governance

    • The ability to create mechanisms to ensure that designed processes are implemented correctly and that process changes are made thoughtfully, taking into consideration the impacts on people, other processes and technology.
    • Proficiency Level 4 ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

    go to method of application »

    Senior Manager, Investment Administration

    Job Purpose

    The successful candidate will be supporting the Head – Fund Services Operations and be fully accountable for all aspects of a client’s(GEPF & GIPF) Investment Administration and Fund Services product offering.

    Key Responsibilities/Accountabilities

    • Determine and implement the strategic objectives of the business
    • Manage a team of managers to successfully deliver on the contractual obligations of our clients
    • Manage and deliver on all Investment reporting & reconciliations, including Compliance Monitoring & Performance reporting
    • Monthly client Billing & Revenue / Profitability Reporting
    • Responsible for all month-end processes,  including the collation of reports from Asset Managers, investigations & resolutions  of month end reconciliation queries
    • Ad Hoc projects & resolving system issues
    • Maintain and foster client relationships with regular engagement
    • Implement robust automated solutions to routine operations tasks
    • Ability to operate specialised systems for Banking Investment Custody and Accounting
    • Willingly leads the team by setting an example, coaching and motivating staff.  Arbitrates during team crises, addressing deviant behaviour and acting as an advocate for the workgroup.  Integrates CIB values and team diversity towards delivering quality products and/or services.  Provides staff with meaningful performance-related feedback and facilitates opportunities for self- and group managed learning.  Monitors staff career aspirations and strive to meet D&I objectives
    • Ensure a satisfactory audit(including ISAE 3402) review in all components of the business
    • Keeping abreast with Market changes with regards to Pension Fund reporting requirements
    • Examine industry trends and influence business
    • Takes the initiative in either developing or supporting the business.  Anticipates the future needs of the department and is innovative in developing recommendations and implementing planned changes.  Actively influences events to achieve business goals by capitalising on team and individual strengths.  Promotes a reputable, professional and credible image of the organisation under all circumstances.  Identifies, seizes and creates opportunities to improve service delivery.
    • Attend & meet with Clients.  Ability to run with client meetings, requests & enhancements.
    • Manage & motivate a team in an extremely pressurised environment.
    • Prioritises work for optimal output and assists in overcoming technical/operating problems.  Audits work against market and professional business standards.  Assumes personal accountability for team performance, whilst encouraging individual staff responsibility and contribution.  Responds proactively to fluctuations in the quality and quantity of team outputs.
    • Uses project management methodology to manage tasks
    • Manage key stakeholder expectations: Sales, Product and relationship management teams

    Manage Investment Accounting Information with Client’s Finance Teams:

    • Adhere to sound financial principles
    • Implement, manage and review commentary for all monthly financial reporting
    • Establish, maintain and challenge key financial controls over the monitoring and reporting of trial balance.
    • Continuously adhere to all existing policies and procedures and sharing these across the business to promote standardization and best
    • practice and adherence to existing policies.
    • Assist clients with preparation and review of management accounts in a timely manner for all their relevant stakeholders.
    • Assist client in compiling, presenting and interpreting financial results.
    • Anticipate, design and implement financial reporting per client requirements without comprising financial integrity.

    Preferred Qualification and Experience

    • Qualified CA
    • At least 5 years management experience in Financial Services / Banking / or related sectors

    Knowledge/Technical Skills/Expertise

    • Highly committed to INVESTOR SERVICES values
    • Enthusiastic team player
    • Excellent interpersonal and communication skills - the ability to communicate with clients
    • Proactive – self- starter with high level of discipline.
    • Prepared to learn as much as possible & work with little supervision.
    • Ability to work under pressure & deadline driven.
    • Strong Client focus & prepared to go the extra mile
    • The position requires someone who can multi-task and also run with non-routine issues/ projects
    • Excellent problem solving & analytical skills - accurate with attention to detail.
    • Good organisational, administrative, time Management skills
    • Very proactive – able to work with little or no supervision and meet deadlines.

    go to method of application »

    Manager, Project

    Job Purpose

    • To apply project management skills, tools and techniques to successfully deliver projects within approved parameters in terms of scope, cost and quality.

    Key Responsibilities/Accountabilities

    Support the process of initiating projects and perform project planning

    • Ensure that valid and approved business cases are obtained before the commencement of new project work. Review the authorisation of the project dimensions (scope, cost) prior to commencing project activities.
    • Participate in constituting the project board and identifying the correct project stakeholders. Engage with all the key stakeholders to ensure that they will be involved in the project at the correct level.
    • Identify and manage project risks and issues, throughout the project life cycle. Raise all key risks and issues at a project board level.
    • Build and manage project plans and schedules. Project plans should cover the various management plans covering scope, time, cost and quality management plans.
    • Conduct estimations for project activities as it relates to their duration and resources required to perform the work.
    • Conduct research into and make use of the appropriate existing intellectual property as relevant to the assigned project tasks. Ensure that existing information, processes and tools are maximised before recommending new approaches.
    • Build relationships with key project participants include business owners, process owners and technology colleagues.

    Drive the execution of project activities

    • Track and manage requirements during the project execution and incorporate changes into the requirements through the established change management process. Work with Business Analysts assigned to the project to ensure that detailed requirements are adequately documented, agreed and formally approved.
    • Provide leadership to the project team ensuring that team members are motivated to deliver.
    • Support the execution of all project activities and resolve or mitigate risks or issues that could impact the committed delivery of the project.
    • Ensure that unresolved risks and issues are escalated to the project board with an indication of the impact to the project. Include proposed solutions to respond to the risks or issues.
    • Ensure that allocated resources are productive and focus their efforts on the project deliverables.
    • Ensure the timeline completion and submission of timesheets and leave applications, for contracted resources.
    • Review the project financials on an ongoing basis.
    • Monitor project progress against the defined schedule and cost using project metrics used in the bank.
    • Control project scope changes through a formal process and ensure approval of scope changes by the correct level of approver. Material changes (items that could impact timelines or cost) require approval from the project board.
    • Adhere to project governance through the project life cycle. Project governance standards for technology projects are defined by the IT PMO.
    • Ensure that project reporting cycles are agreed with the project board and implemented.

    Prepare documents for project closure

    • Contribute to building the bank's intellectual property by logging all good quality documents in the appropriate knowledge databases.
    • Ensure accurate record keeping, document and content management of all project and business specification documents, research results, investigations and correspondence.
    • Support business during the implementation of their changes for the duration of a pilot or warranty period.
    • Conduct formal handover of the project items into business as usual including training material, project documentation, system documentation and process documents.
    • Complete and submit documents required to formally close projects and capture lessons learnt where the business area has the facility to do so.

    Qualifications
    Required

    • 3 year degree in Commerce or Information Technology
    • Certified Associate Project Manager (CAPM) or Certified in Prince2 Foundation
    • Certificate in Microsoft Project

    Experience

    • Business Support Project Management 3-4 Years experience in managing business or technology projects ranging in value up to R2 million or the equivalent in local currency.
    • Technology Applications Support 1-2 Years experience managing technology or software development projects would be advantageous.

    Knowledge/Technical Skills/Expertise

    • Managerial Budgeting
    • The ability to plan the work unit budget and manage income and expenditure, through
    • responsible implementation of policies, practices and decisions.
    • PROFICIENT -
      • Clear knowledge and application of the concept
      • Risk Management
      • Demonstrates knowledge and understanding of risk management methodologies, tools,
      • governance structures and regulatory requirements for good management of risk.
    • PROFICIENT -
      • Clear knowledge and application of the concept
      • Project Definition
      • Supporting the process of defining the exact outcomes that projects are meant to achieve.
    • SEASONED -
      • Applies concepts without requiring supervision, able to provide technical guidance when required
      • Project Management
      • Ability to plan, initiate, execute, control and close projects related to a relevant function
    • SEASONED -
      • Applies concepts without requiring supervision, able to provide technical guidance when required
      • Project Reporting
      • Knowledge and skills to produce project status reports including progress, risks, issues,resource allocation and benefits realisation.
    • PROFICIENT -
      • Clear knowledge and application of the concept
        • Stakeholder Management
        • The ability to identify and engage with all the key stakeholders in the project life cycle.

    go to method of application »

    Senior Human Capital Business Partner

    Job Purpose

    • Provide Human Capital guidance and process support to line managers and employees in order to enable business to deliver on their people agenda.

    Key Responsibilities/Accountabilities

    Assist line managers with organisation structures, job descriptions and employee relations matters

    • Review appropriateness of job contents with line managers for all new and updated job descriptions in general staff and managerial grade levels, prior to submitting for job evaluation and publication.  Encourage line managers to use job descriptions that are already available before creating new ones. Draw existing job descriptions from the job library to share with line managers.
    • Extract reports relating to organisation structures as and when needed. 
    • Arrange updates to the organisation structures on the SAP system on a monthly basis and provide updates, amendments and feedback to line managers and Human Capital colleagues.
    • Sit in on disciplinary and grievance procedures for straightforward or routine cases. Prepare session packs in advance. Complex cases have to be referred to the Human Capital Business Partner.

    Assist line managers with resourcing their teams and to perform workforce planning

    • Review requests for replacement vacancies against headcount budgets as part of the quarterly workforce demand forecasting reviews.
    • As part of engaging with employees across the business, identify potential job opportunities for employees and arrange interaction with resourcing teams where appropriate.
    • Participate in interviews on request.
    • For non-permanent resources that are contracted through payroll, review the terms of the contracts against the standard approved terms and conditions prior to distribution to the candidate.
    • Ensure that onboarding processes are followed for all new joiners. Follow up with the resourcing teams for all open items such as employee numbers and benefit selections.
    • Participate in the orientation process held in the business to meet new starters and position the offerings from Human Capital.
    • Conduct exit interviews for junior managers who have resigned as well as a sample of other employees. Compile analysis of the results of the exit interviews and share with the Human Capital Business Partner if any concerns are flagged.

    Assist line managers with performance management and reward processes

    • Advise line managers and team leaders on the process used to set goals using the bank's system.  
    • Check reports showing the progress of capturing performance goals and follow up with line managers if there are overdue items.
    • Track all employees on performance improvement plans and monitor closure/exit.  Ensure that documentation, including performance review notes are thoroughly documented and stored.
    • Review remuneration matching by comparing the employee salary to the salary survey information. Highlight gaps or inconsistencies in the matching to the Human Capital Business Partner for the area.
    • Prepare basic analytics and presentation materials for reward and performance moderation sessions. Take minutes and log decisions taken in such sessions.
    • Explain the recognition programmes in the bank to employees and line managers.
    • Conduct performance analysis for specific employees and identify if performance gaps could be addressed with training interventions. Provide feedback to the line managers on what training and job rotation opportunities are available to their teams.
    • Support the coordination of key events in the Human Capital calendar.

    Ensure that line managers are aware of human capital processes 

    • Encourage line managers to use self service portals for reporting and transactional activities such as leave approvals.  Spend time with line managers to show them how the self service portals work.
    • Assist with human capital reporting and provide summary views to the business. Engage with Business Intelligence if more complex reporting is needed.
    • Act as the change champion for improvements in Human Capital processes by explaining the benefits to line managers.
    • Review and understand the services provided by PeopleFirst.  Encourage line managers and employees to use their services.  Provide feedback to PeopleFirst if employees are not having a good service experience.

    Preferred Qualification and Experience

    Required Qualifications:

    • Diploma in Human Resources
    • Studying towards a degress in business or Human Resources.

    Experience:

    Human Capital: Business Partnering

    • 1 - 2 Years
    • Previous experience in Human Capital in a junior advisory role would be preferred.

    Knowledge/Technical Skills/Expertise

    • Discretion allowed for decision making
    • Degree of guidance received to solve problems
    • Degree of original thought required to solve problems
    • Accountability for planning of activities
    • Business Accountability (Impact on end result)

    go to method of application »

    Complex Relationship Manager

    Job Purpose
    To manage an assigned portfolio of high net worth client accounts providing  advice and relationship support ensuring optimal service, while integrating all Standard Bank products, services and resources, to ensure that their needs are met, thereby achieving the defined revenue targets through retention of existing business and acquisition of new business, in order to maximise bank’s profitability. 

    Key Responsibilities/Accountabilities
    Client Service and Relationship building

    • Establishes and builds one-on-one relationships with clients based on mutual respect in assigned portfolio by delivering exceptional service levels, specifically focusing on a pro-active contact (calling) strategy and programme.
    • Ensures successful retention of existing customers in assigned portfolio by strengthening and expanding relationships. This is achieved by intimately understanding the customer, servicing the customer’s business and personal financial needs and focusing on the management of key accounts.
    • Interacts and build relationships with Business Banking Account Executive’s, Private Banking and (CIB) Corporate and Investment Banking Relationship Managers, in order to provide a seamless solution to the client’s banking requirements. To assist with related queries where possible, and facilitate when specialist advice is required by referring to appropriate experts
    • Manages the “Cost of Sales” through evaluation of margins, cost of service and utilisation of the multi-channel delivery strategies, Effectively attend to and monitor customer complaints on portfolio, identify root causes and address at source, to prevent re-occurrence
    • Proactively communicate new product information to all customers.
    • Attend client events to build personalised client relationships.
    • Ensure that we escalate queries, service issues, client requirements outside of laid down requirements and client complaints to leadership before the Sun Sets in terms of the “Say No to No Campaign”
    •  Profitable growth in portfolio sales (On and Offshore)
    • Acquires new business for the portfolio in line with the Customer Value Proposition segment specifications, acquisition targets to increase market share and specific sales strategies.
    • Maximises bank profitability and ensure value add to customers through cross-selling specifically focusing on wealth leads and lending opportunities. This includes the complete spectrum of Transactional Banking accounts, Investment accounts, Foreign exchange requirements, Non Resident, Exchange control and Offshore banking requirements,.
    • Sign up client, and ensure that product features and benefits are clearly explained.  Ensure that client welcome pack, credit cards and cheque books are delivered and client is active on all self-service channels e.g. Internet banking on apps, BOL where required
    • Attend to pricing concession requests around transactional banking products
    • Manages targets/budget achievement through use of contribution reports.
    • Joins and supports business organisations that will assist in the acquisition of appropriate customers.
    • Measures, tracks and manages sales targets and budgets for portfolio

    Lending Management

    • Structures credit applications effectively, focusing on high quality motivations
    • Advises customers on lending product selection, by recommending products to meet their specific needs
    • Once credit approval obtained brief the Transactional Relationship Manager on the fulfilment and collateral preparation process to follow. Manage turnaround times and receipt of documents until limit loaded and all conditions have been satisfied
    • Fulfills a training/coaching role through up skilling Transactional Relationship Manager regarding their credit knowledge
    • Restructures debt for efficiencies bringing a customer’s asset base under one roof
    • Establishes a sound working relationship with Wealth and Investment Credit, to ensure prompt turnaround times, accuracy and deadlines are strictly adhered to
    • Manages the timeous completion of annual credit reviews on the portfolio
    • Drive COA compliance with Transactional Relationship Manager

    Risk Management and Compliance

    • Attend to all risk matters, including all KYC/FAIS and other regulatory matters.
    • Ensures that procedures laid down in Group Reference Guide are adhered to and, where flexibility needs to be exercised, that the neces sary dispensation is held
    • Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.
    • Ensures Code of Banking Practice is adhered to.
    • Maintains information on Security and access control system (SACS) for the relevant Wealth and Investment office as per laid down procedure(if applicable)

    Team Training

    • Assist in up skilling new  team members around processes and Transactional Banking products
    • Initiate weekly team training product sessions
    • Keep appropriate records of all training conducted

     Key performance measures 

    • Sales and profitability targets achieved Satisfactory risk audit results
    • Excellent customer experience measurement
    • Engaged and motivated staff
    • Client retention

    Preferred Qualification and Experience

    • A degree/equivalent in Finance, Business Administration, Law, CFP or related field. Completion of FAIS regulatory exams
    • Minimum 7 years wealth managment experience - The role requires complex and comprehensive client facing banking experience in private banking/private wealth/investment banking/commercial banking, with a good understanding of operational and administrative processes as well as risk and compliance standards and with a focus on maintaining high standards of service and problem resolution.

    Knowledge/Technical Skills/Expertise

    • Understanding of the Private Banking/Wealth and Investment market customer profile and lifestyle.
    • Sound knowledge of the full product spectrum as relevant to the Private Clients market, including qualification criteria, features, benefits, pricing, product combination possibilities for optimum use and relationship to other more specialised products.
    • Ability to interpret financial statements, management accounts, budgets and cash flows for all types of legal entities.
    • Thorough understanding of Credit Principles and systems (behavioural scoring system).
    • Qualification and/or experience in structuring business and personal deals and lending.
    • Understanding of Group company products in respect of service level agreements (knowledge of criteria and customer expectations) and the bank’s service provision networks.
    • Understanding of which products are most profitable to the bank and potentially beneficial to the customer.
    • Ability to recognise when specialist product support is required.
    • Knowledge of equivalent competitor products and services.
    • Working knowledge of Private Clients strategy, overall Group strategy and Private Clients value proposition
    • Understanding of current business issues and their impact on the local market.
    • Working knowledge of branch systems and their impact on customer service.
    • Financial management skills.
    • People Management skills.
    • Have a thorough understanding and knowledge of self -service channels, e.g. Internet
    • Strong Computer Literacy, able to capture/update customer database, migrate customers to remote channels and optimise service delivery within available technology channels (e.g. e-mail, internet and cellphone banking).
    • Knowledge of the Financial Advisory and Intermediary Services Act.
    • Knowledge of the Code of Banking Practice.

    go to method of application »

    Data Scientist - PBB IT

    Job Purpose

    Apply data mining techniques and conduct statistical analysis to large, structured and unstructured data sets to understand and analyse phenomena. Model complex business problems, discovering insights and opportunities through statistical, algorithmic, machine learning and visualisation techniques, working closely with clients, data and technology teams to turn data into critical information used to make sound business decisions. Execute intelligent automation and predictive modelling.

    Key Responsibilities/Accountabilities

    • Data - Directs the gathering of data for use in Data Science models, ensuring that chosen datasets best reflect the organisations goals. Performs data pre-processing including data manipulation, transformation, normalisation, standardisation, visualisation and derivation of new variables/features. Utilises advanced data analytics and mining techniques to analyse data, assessing data validity and usability; reviews data results to ensure accuracy; and communicates results and insights to stakeholders.
    • Data - Designs various mathematical, statistical, and simulation techniques to typically large and unstructured data sets in order to answer critical business questions and create predictive solutions which drive improvement in business outcomes. Drives analytics and insights across the organisation by developing advanced statistical models and computational algorithms based on business initiatives.
    • Data - Codes, tests and maintains scientific models and algorithms; identifies trends, patterns, and discrepancies in data; and determines additional data needed to support insight. Processes, cleanses, and verifies the integrity of data used for analysis.
    • Data - Use data profiling and visualisation techniques using tools to understand and explain data characteristics that will inform modelling approaches. Communicate data information to business with various skill levels and in various roles, presenting trends, correlations and patterns found in complicated datasets in a manner that clearly and concisely conveys meaningful insights and defend recommendations.
    • Product - Creates, maintains and optimises modelling solutions that enable the forecast of quality data outcomes. Ensures that volumetric predictions are modelled so that resource requirements are optimally considered. Develops and maintains optimal evaluation techniques to ensure that modelled outcomes are rigorous and creates model performance tracking. Drives sustainable and effective modelling solutions.
    • Product - Develops, implements, monitors and maintains a comprehensive operational IA plan, rules, methodologies and coding initiatives in order to drive IA for remediation efforts. Develops and co-ordinates a comprehensive strategy for productionalising automation software so that it is accurate and well maintained.
    • Mines data using state-of-the-art methods. Enhances data collection procedures to include information that is relevant for building data models.
    • Risk, Regulatory, Prudential and Compliance - Provides input into Data management and modelling infrastructure requirements and adheres to the organisations’s infrastructure development processes, including the management of User Acceptance Testing (UAT). Conducts regression testing across all relevant systems as required.
    • Client - Ensure business integration through integrating model outputs into end-point production systems, where requirements must be understood and adopted relating to data collection, integration and retention requirements incorporating business requirements and knowledge of best practices.
    • Technology and Infrastructure - Builds machine learning models from and utilises distributed data processing and analysis methodologies. Competent in Machine Learning programming in R or Python, with supplementary still in Matlab, Java, etc. Familiar with the Hadoop distributed computational platform, including broader ecosystem of tools such as HDFS / Spark / Kafka.
    • People - Liaise and collaborate with the Data Science Guild, providing support to the entire department for its data centric needs. Collaborate with subject matter experts to select the relevant sources of information and translates the business requirements into data mining/science outcomes. Presents findings and observations to team for development of recommendations.
    • People -Acts as a subject matter expert from a data science perspective and provides input into all decisions relating to data science and the use thereof. Educate the organisation on data science perspectives on new approaches, such as testing hypotheses and statistical validation of results. Ensure ongoing knowledge of industry standards as well as best practice and identify gaps between these definitions/data elements and organisation data elements/definitions.

    Preferred Qualification and Experience

    • Honours Degree in Information Technology
    • Proficiency in application and web development. Structured and Unstructured Query languages e.g. SQL, Qlikview; Tableau; SSIS SSRS, Python JSON , C#, Java, C++, HTML
    • 5-7 years experience in Data Monetisation - Experience Description: Proven development experience in software and software engineering. Understanding of financial services data processes, systems, and products. Experience in technical business intelligence. Knowledge of IT infrastructure and data principles. Project management experience. Exposure to governance and regulatory matters as it relates to data. Experience in building models (credit scoring, propensity models, churn, etc.).
    • 5-7 years experience in Data Monetisation/Data Visualisation - Experience Description: Experience in working with unstructured data (e.g. Streams, images) Understanding of data flows, data architecture, ETL and processing of structured and unstructured data. Using data mining to discover new patterns from large datasets. Implement standard and proprietary algorithms for handling and processing data. Experience with common data science toolkits, such as SAS, R, SPSS, etc. Experience with data visualisation tools, such as Power BI, Tableau, etc.

    Knowledge/Technical Skills/Expertise

    • Software Engineering and System Design using Library Designs and REST API’s
    • Programming Languages(R/Java/Python/C++/Scala)
    • Familiarity with Matrices, Vectors and Matrix Multiplication is required
    • Knowledge of Time-frequency Analysis and Advanced Signal Processing Algorithms such as Wavelets, Shearlets, Curvelets, and Bandlets will help you to solve complex situations
    • Having a firm understanding of Algorithm theory and understanding subjects such as Gradient Descent, Convex Optimizations, Quadratic Programming, and Partial Differentiation will help a lot.
    • Neural Networks
    • Data Engineering expertise

    go to method of application »

    Head, IT Provincial - Client Service - PBB IT

    Job Purpose

    Partner with business providing IT thought leadership and strategic input to enable and support the realisation of the BU strategy and the greater IT strategy within the province. Accountable for directing, delivery, maintenance, support and improvement of local (provincial) business solutions and features across all Universal Financial services Business Lines and Universal services capability end user service requirements. Support business with total cost and information security risk management. Engagement with a spectrum of business and IT executives to facilitate decisions and positive outcomes for the Bank.

    Key Responsibilities/Accountabilities

    • Lead, direct and support the Information Technology Strategy, Service delivery and operational requirements in the allocated provincial portfolio. Define and manage the key IT service and design propositions for the allocated Province
    • Define and provide the local strategic and operational plans to ensure that IT capabilities are responsive to the needs of the growth and operational objectives of the provincial portfolio
    • Outline the IT local strategy, aligned to the local business strategies and objectives, specifically in as related to the local execution and delivery of services to customers in the allocated Province
    • Formulate design principles and plans, and lead teams to configure the Local Digital Branch capabilities, enabling individual branch technical designs, which differs from the standard branch build
    • Enable proactive capabilities to manage locally unique issues to minimise impact to customer and maximise the ability for customer facing teams to effectively services customers
    • Lead new branch IT designs for “always on” - all that is needed is in branch; and requirements; advisory for cabling; co-ordinating between infrastructure; Hardware and GRES
    • Drive continual service improvement by consistently communicating and aligning the IT service offering to business demands and ensuring that business needs are managed effectively within the teams that support the province at the centre
    • Provide local insight to the CIO by escalating decisions where contention exist due to conflicting priorities based on line of business IT strategies, roadmaps or requirements and programme plans
    • Ensure that local team communicate with business stakeholders during incident and resolution processes, specifically during high business impact incidents, providing updates on appropriate platforms e.g. Whatsapp and managing issues with the appropriate business service owner/manager and Feature Team(s) through to resolution
    • Participate in the relevant management committees and governance forums (e.g. Executive committees (Provincial, Area and Branch), Risk and Control Committee) making decisions based on knowledge of the portfolio
    • Provide leadership insight into the design of Vendor support in the Province and manage delivery of vendors and 3rd parties, ensuring that the IT team and third-party providers are responsive to the provincial audit assessments or reviews
    • Ensure that all audit findings and potential impact on the IT service offering in the province is managed, reported and mitigated

    Proactively lead the management of business impact through monitoring and by maximising the IT Service planning and delivery to the provincial portfolio (RBB)

    • Review and consume the identified service risks and the potential impact of planned production changes (planned release train changes or infrastructure changes) for the province
    • Lead the design of local IT Infrastructure to ensure that service and related capacity (Plans and Actuals) meet the required capacity and performance needs informing the CIO of any organic or other capacity constraints allowing them to plan accordingly
    • Lead the creation of appropriate agreements to achieve service levels (SLA/OLA) based on the business service level requirements ensuring all processes and underpinning contracts with external suppliers are appropriate, measurable and regularly reviewed; supporting feature teams where required
    • Drive the development local (provincial) failure and Disaster Recovery plans
    • Ensure that all stakeholders (IT and Business Partners) have a clear and unambiguous expectation of the level of service to be delivered by communicating expectations regularly
    • Consume the metrics and dashboards used as input to plan and manage remedial efforts and service management improvement initiatives to achieve agreed service levels
    • Lead local service reviews, monitoring and reporting on the availability, stability and performance of the services and delivery against required service levels
    • Lead the Business Services Lead (BSL) in the identification of critical systems and business processes (Customer impact maps), designing the communication strategy and plan to address service outages and customer/business impact, in conjunction with the provincial business stakeholders
    • Participate in the appropriate prioritisation of IT service (production and IT Maintenance) backlog items in consultation with the BSL and product owners/managers bringing to bear knowledge of the allocated province(s), leading in providing the local strategies and plans
    • Outline potential operational losses and track operational losses incurred due to IT service disruptions (supported by line of business Finance) with the key Provincial leadership and drive the remedial plans for these
    • Lead business on Customer impact resulting from outages, considering customer needs as part of remedial action (communication action plans and business recovery) ensuring front line resources can manage customer impact and are not placed in reactive positions
    • Track monitor and report stability and availability of IT services in the allocated provincial portfolio (across all business lines in province). Outline and management the local Provincial stability plans
    • Track and facilitate resolution of incidents (Application and Desktop) / Service Requests – Critical, High Medium and Low by escalating and monitoring incidents and service requests
    • Provide Business Partners and Business Service Leads (BSLs) with a single “real-time” access point for all service restoration efforts and performance issues for services in assigned portfolio
    • Facilitate and co-ordinate service restoration activities for service outages, by escalating to the relevant feature team or IT support and command centre functions
    • Communicate any relevant issues and updates effectively and on time to Business partners or IT stakeholders
    • Manage service and performance escalations on behalf of Business partners are dealt in a timely fashion by working with the relevant IT stakeholders
    • Perform monthly service reviews of vendors to ensure that the service provided is at the right level and act as escalation point for management of vendors in case of service impact
    • Ensure that Local Executive Summaries, post service restoration activities, are compiled by teams and is clear, concise and articulate the business impact of the service interruption
    • Provide monthly, quarterly and yearly incident trend reports to business stakeholders and internal IT stakeholders where required
    • Attend relevant line of business management committee meetings presenting the incident and trend reports

    Make visible and manage the optimisation the total cost of ownership within the Province and improve the information security posture in the allocated provincial portfolio (RBB). Accountable for the planning and management of the IT Budget allocated to the Province.

    • Required to lead and manage the total cost of ownership for the province, understand the implications of capacity changes and partner with Group IT partners and the BSLs to influence the other IT costs where possible
    • Drive the achievement of strategic cost saving initiatives such as Accelerate, and initiatives around benefits realisation related to the overall technology landscape for the province
    • Ensure commercial frugality based on affordability, maximising returns from IT investments by improving operational efficiencies and effectiveness
    • Ensure that service volume and cost driver analysis are performed, understanding how it impacts on the total cost of ownership (TCO) for the province, managing demand where applicable to scale or reduce users of the service by understanding and communicating changes in the TCO BSL and IT Finance
    • Review and manage monthly tracking of volumes and cost drivers against budgeted volumes and cost drivers, verifying the invoice produced by IT Finance
    • Review, understand and communicate (where required) client recoveries for service(s) and manage discrepancies appropriately
    • Drive reduction of service costs through service standardisation, consolidation, optimisation and retirement of specific business service(s) within the allocated Province
    • Manage IT operational risk emanating from systems, processes, procedures and people by implementing effective Disaster Recovery Plans and ensuring alignment with overall Business Continuity Management plans
    • Assume accountability for effective resolution of IT security risk concerns as communicated by the relevant IT security teams

    Ensure the management of medium and short-term service restoration, Major incident resolution and service restoration for the provincial portfolio (across all business lines in province)

    • Ensure that service failures and incidents are logged on the appropriate tool as soon as they are identified
    • Ensure that incident investigations and the flow of information between business and the respective IT stakeholders in and outside the IT portfolio: Feature teams, ITSM, IT Support & Command Centre
    • Monitor and track incident management efforts to achieve the restoration of service within agreed timeframes (Medium and minor incidents only - Major incidents are managed by Major Incident Managers (MIMs) on a country level)
    • Co-ordinate business service restoration efforts providing a post recovery support to ensure that services are available to business users on the floor, managing the “downstream” effects of outages on the portfolio, e.g. file injections, data remediation, recovery processes etc
    • Communicate the status of restoration efforts to relevant Executive business stakeholders, BSL and/or CIO/IT Portfolio Head
    • Ensure that teams update incident information within the relevant tool, closing incidents in a timely manner
    • Where required, lead crises meetings “Critsits room”, supporting the BSL in outage communication, providing a consolidated and accurate view to the MIM, along with timeous input on restoration action plan
    • Provide in-depth feedback on the extent of the internal and external impact, status and restoration plan to Business partners within agreed time
    • Engage with vendors if required during service restoration
    • Lead the training plans and efforts for business users on the use of incident management processes and tools
    • Oversee the restoration of physical GRES type items such as air conditioners; electricity – environmental conditions

    Business stakeholder and service partner management maintaining effective internal and external relationships

    • Maintain close working relationships with key business stakeholders staying abreast of the business direction and future IT requirements within the provincial portfolio
    • Use knowledge of service, technology and cost trends to influence and direct business stakeholders to identify opportunities to drive efficiencies and address cost challenges
    • Collaborate with other portfolios and provinces on dependencies and cross-organisational initiatives, participating in the relevant guild
    • Where required, direct external strategic partners and 3rd party suppliers influencing their contribution to be fit for purpose for the requirements of the province
    • Complex relationship building required at senior levels and across functional areas, for example Provincial, area and branch management structures, Feature teams (in and outside of portfolio) Country Infrastructure, ITSM, IT Finance

    Provide strategic direction, leadership and governance of the Information Technology for a specific Provincial portfolio

    • Develop strategic and operational plans to meet the IT needs of the Provincial portfolio and ensure that IT capabilities are responsive to the needs of the line of business’ growth and operational objectives (including transitioning from signature programmes to steady state capability)
    • Accountable for the budget and cost of the IT provincial portfolio to the Line of Business/ Function, managing the IT budget on behalf of business taking full accountability of IT cost, reporting on the financials in consultation with Group IT Finance
    • Manage the financial risk of the IT Provincial Portfolio monitoring the expenditure and assessing the financial health unit in consultation with IT Finance
    • Drive governance and monitors and reports on funding, programme execution, identified measures and necessary compliance, constantly evaluate options to improve the governance requirements
    • Escalate and participate in formulating strategies where contention exist due to conflicting priorities based on line of business IT strategies, roadmaps or requirements
    • Participate in the relevant Boards, management committees and governance forums (e.g. Line of Business IT Exco, Risk and Control Committee, Signature Programme Boards) injecting experience and thought leadership
    • Manage delivery of vendors and 3rd parties, ensuring that the IT team and third-party providers are responsive to the audit assessments or reviews

    Execute on the line of business Information Technology strategy by overseeing the delivery and maintenance of business solutions and features for a specific IT provincial portfolio

    • Drive, assist or support programme execution remaining accountable for the end-to-end delivery of all the identified programmes in the provincial portfolio by being accountable for business leader engagement and overseeing portfolio level reporting
    • Direct the implementation and maintenance of business features and solutions for the line of business by ensuring the required capacity is available for the provincial portfolio delivery requirements
    • Support the Release train engineers (RTE) and Feature teams by removing impediments, breaking down barriers with the business community and managing escalations that may impact delivery
    • Listen and support teams in problem identification, root cause analysis, and decision-making by participating in planning, various workshops and system demonstrations during iterations of delivery by being “in the work” and participating in labs, reviews and showcases
    • Ensure the required change enablement initiatives (training material and interventions) are identified and implemented by overseeing the activities of the change management team
    • Enable the support of the new features and solutions in production by incorporating appropriate local response capability

    Preferred Qualification and Experience

    • Honours Degree Business, Commerce or IT and Computer Sciences
    • IT related professional certification, Project/Programme Management, Safe Agile Certification
    • 7-10 years Experience in Business Partnering and Service Management - Experience Description: Experience managing information technology in a large multi-dimensional corporate environment preferably in the financial industry. Proven ability to have collaborated with diverse cross functional teams. Experience in service management of IT services to a line of business against a service level. Good understanding of financial models and exposure to information security risks and management. Extensive information system and business experience in provincial (complex geographical) environments.
    • 7-10 years Experience in Solution Delivery - Experience Description: Knowledge of Agile and Lean frameworks, methods and practices and experience in being a catalyst for organisational change. Experience working in a multi-vendor IT environment.
    • 7-10 years Experience in IT Operations & Support - Experience Description: Understanding and experience of the various disciplines within IT and how they relate to each other. Expert understanding of the GIT nWoW operating model and Agile working practices. Strong understanding of GIT processes, IT Portfolios and functions that impact business unit. Ability to provide optimal IT support to departments to help facilitate meeting of the Bank's objectives. Experience in managing an IT project budget and the management of a cost centre

    Knowledge/Technical Skills/Expertise

    • IT Strategy and Planning - Competency Description: The ability to develop a long-term vision for the utilisation of IT based systems by the bank to modernise the work methods and improve efficiency and response times for different functions.
    • Knowledge of Banking & Financial Services business - Competency Description: "Knowledge of business concepts, entities (definition, ownership, use, semantics and syntax) specific to Banking & Financial Services industry."
    • Financial Management - Competency Description: The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring that all governance, legal and regulatory requirements are complied with.
    • Stakeholder Management - Competency Description: The coordination of relationships with and between key stakeholders, during the design, management and implementation of business change.
    • Service Management Processes - Competency Description: Knowledge and understanding of types of services agreements (operational level agreements and service level agreements), the negotiation of service levels, service monitoring and business engagement around appropriate service levels.
    • Service Level Management - Competency Description: Refers to the required knowledge and experience to plan, implement and control service provision using service management frameworks.

    Method of Application

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