Jobs at Standard Bank Group

Job Details

• 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

• Assess and resolve all debit, credit and cheque card fraud claims to identify genuine fraud and reduce 1st party fraud, 2nd party fraud and 3rd party fraud, whilst remediating all card fraud claims within the stipulated Service Level Agreement in order to meet the customer’s expectations. Educate customers on fraud prevention controls which can aid in the reduction of fraud claims. Recover Card Fraud losses through effective and efficient Charge Back management.

Key Responsibilities/Accountabilities
Customer Service

• Utilize Inbound or Outbound telephony mediums, as well as email services, to contact customers for the purpose of providing claim progress and final claim decisions.
• Resolve claims within the agreed service level.
• Manage customer engagement with the aim of resolve disputes and escalating appropriately where needed, whilst providing the right level of context on escalations.
• Case ownership approach must be used when dealing with the cases, with aim of managing the case until customer engagement is completed.

Internal Business Procedures

• Ensure that all cases are accurately updated with regard to all the relevant information and maintain all records with regard to additional information or changes that may occur. All information which may influence the decision or final outcome of the claim is to be recorded to ensure that the claim, if referred to the Customer Resolution Centre or any internal or external stakeholder should require no additional investigation.
• Adhere to the Card Fraud Claim communication protocols/policies when engaging customer’s pertaining to their claims.
• Analyse claims and engage the respective fraud teams in order to resolve all types of card fraud cases i.e. Card Not Present, Counterfeit, ATM, Account Take Over, False Application.
• Review control failures from a fraud detection perspective with the aim of raising defects and gaps in the process to increase fraud preventions and mitigation.
• Ensure that all fraud transactions are transferred from the customer’s closed account/card into the customer’s new account/card immediately when the transactions clear or bank.
• Ensure that all approved claims are refunded with the correct amounts.
• Ensure that claims are finalized with the agreed team quality assurance/expectations.
• Ensure that all mails read, worked or not worked are accounted for in daily, weekly and monthly individual/team stats.
• Finalize and deal with claims received through the Detection Outbound, Inbound Service Centre, Outbound Service Centre, and Debit Card Investigations, Credit Card investigation and Recoveries and Compliance teams.
• Identify, report fraud trends and possible new fraud modus operandi.
• Stop cards and apply the applicable statuses on the card or account.
• Engage the respective department for adding and removing non fraud statuses on cards or accounts.
• Processes write off entries on refunded customer accounts/cards.
• Report fraudulent transactions on SAFE for all card fraud claims.

Financial management

• Zero losses through failure of process execution.
• Manage Operational Cost by reducing variation to processes.
• Timely implementation of enhanced controls and execution thereof, to reduce risk exposure of the bank.

Preferred Qualification and Experience

• Matric ,Diploma or degree
• 3 -4 yrs exp Business Support - Office Administration
• Risk Management
• Fraud desktop Investigative experience
• Basic understanding of the branch network and interface between frontline service, responsive sales and support functions.
• Basic knowledge of bank’s systems and procedures.
• Working knowledge of transaction processes as well as card and digital products and services.
• Comprehensive report writing skills.
• Customer service experience.
• Risk Operations
• 1-2 Years risk management - supporting activities such as production of reports, analysis of risk events, data maintenance of risk logs, periodic assessment of processes in place to manage risk and the maintenance of repositories of risk information for knowledge management and reference purposes.
• Personal and Business Banking
• Data Management -  1-2 Years Exp collecting critical business data, instilling a discipline of applying rules to transforming data and maintaining high level of integrity in data management.

Knowledge/Technical Skills/Expertise

• Good Verbal Communication
• Active Listening
• Handling Difficult calls
• Query Resolution
• Purposeful Collaboration

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Job Purpose

To provide support to the service management team especially with regard to the Service Operation processes and associated activities that support the goal efficient service management including measurement, trending, reporting and communication.

Key Responsibilities/Accountabilities

• Service stability availability and reliability - Contribute to service stability, availability and reliability by providing service management support through effective control of management information in order to enable the continued service of the relevant service provided by IT.
• Service transitioning - To monitor, guide and ensure adherence to good governance practice and principles in relation to the change management process.
• Service operations incident management - Coordinate and manage the incident queues as part of the incident management process ensuring that all stakeholders including the technical teams and representatives from the business area are equipped with the relevant information and documentation to perform their respective roles throughout the incident management process. To monitor and report on all incidents related to the service provided to identify trends enabling the business to make decisions with respect potential long-term solutions.
• Service operations major incidents management - To perform the role of the scribe during any major incident, as defined by the major incident management framework, ensuring that all efforts related to major incident are communicated and that the technical teams and the business are aligned with respect to the incident at hand.
• Service operations documentation and reporting - To report on all relevant service related activities ensuring good governance and control of management information by conducting quality assurance checks and thereby ensuring accurate data is captured for further analysis.
• Service operations service economics - To gather, collate and check costing related to the IT services provided by the IT function to ensure the internal client is charged correctly for the service provided.
• Service operations problem management - To gather all documentation related to problem management, follow up on key actions to be taken by the respective teams, and ensure that data is accurately captured for reporting purposes.

Preferred Qualification and Experience

• Diploma in Information Technology
• 3-4 years experience in IT Strategy and Planning - Experience Description: Experience in an IT support function gaining knowledge and understanding of IT applications and architecture used at the Bank. Gain understanding and experience of the various disciplines within IT and how they relate to each other.
• 1- 2 years experience in Application Support - Experience Description: Experience gained in analysing statistics and other data, interpreting and evaluating results, and creating reports and presentations for use by others.

Knowledge/Technical Skills/Expertise

• Data Integrity - Competency Description: 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.
• IT Applications - Competency Description: Knowledge and understanding of IT applications and architecture.
• Project Administration Skills - Competency Description: The ability to compile documents, schedule meetings, update project plans, coordinate feedback and organise project related records.
• Project Maintenance - Competency Description: Maintaining key elements of project plans, resources, demand plans, work breakdown and progress on a project management system.
• Documenting - Competency Description: Ability to document information pertaining to information systems and or process and operational specifications.
• Proficiency Level: PROFICIENT - Clear knowledge and application of the
• Applications: Microsoft Office Suite - Competency Description: Ability to use Microsoft Office: Word, Excel, PowerPoint and Outlook.

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Job Purpose

• The purpose of this role is to construct data acquisition, warehousing and reporting solutions. The role is expected to provide technical solutions in response to the needs of stakeholders by interpreting business requirements; defining solution; defining build and test tasks; constructing solutions; performing testing; participating in the deployment of solutions and ensure the systems meet immediate business requirements by providing third tier support and constructing enhancements to systems in Production. 
• The role is should construct and document solutions according to applicable architecture, solution designs, standards, policies and governance requirements; utilise DevOps practices and tools as member of an agile team with T-roles; clearly define tasks with delivery effort estimates; contribute effectively to lean management practices and iteration ceremonies; provide third Tier support when required and deliver enhancements to Production systems in the Data Management Feature Team portfolio.

Key Responsibilities/Accountabilities

Define tasks and specify required technology components
Define tasks and define the technology components that best deliver to user stories, in the context of epics, by conducting the following activities:

• Define a task sequence that delivers value to business promptly by applying lean management, Minimum Viable Product (MVP) and iterative delivery concepts
• Ensure tasks are clearly scoped, with defined acceptance criteria, to ensure clarity of what is required to complete work
• Define and performing appropriate unit and integration tests to ensure no errors are produced during and after deployments
• Define tasks with effective sizing of the effort required to deliver to contribute to predictable delivery and velocity management
• Provide lean documentation to reflect the solution design and capture data management artefacts
• Incorporate standard requirements – such as data quality control and future proofing – into task definition and delivery
• Ensure applicable standards are addressed in the solution design
• Apply best data integration, warehousing and reporting practices while utilising MS SQL 2016 technology

Construct end to end data service solutions
Identify data requirements and construct/extend data warehouse solutions (including ETL) to meet business requirements by conducting the following activities:

• Construct mechanisms to acquire data from a range of sources with controls that deliver to required data quality standards (e.g. BCBS239).
• Apply appropriate continuous integration practices to prevent defects
• Build solutions that are aligned with the technology strategy and future proofed through appropriate coding practices
• Apply DevOps testing practices as defined for the feature team
• Test the solution in terms of the master test plan to ensure no defects are identified post deployment
• Meet all governance requirements
• Document the solution sufficiently
• Engage with the other team members to achieve delivery objectives
• Deliver solutions that are robust and future-proofed to reduce waste and manage technology deficit

Perform work aligned with the team process; meeting governance requirements; and utilising the Continuous Integration toolset
Team based delivery is the focus of feature team, as opposed to individual performance. This requires the DE to participate in team practices and deliver to team standards:

• Participate in team ceremonies
• Perform work which is traditionally performed by non-engineering roles which requires knowledge of other traditional roles (such as business analysis and testing)
• Contribute to team performance by identifying and implementing team improvements

Provide third tier support and enhancement services
Provide third tier support to the systems in the portfolio to restore availability, within service level agreement performance standards:

• Maintain in-depth knowledge of the technology design of the system
• Understand accurately and completely the impact of an incident on system functionality and business
• Achieve quick response times to incidents through effective cause diagnosis
• Prevent recurrence of incidents by identifying and effectively responding to root causes through effective cause diagnosis
• Prevent recurrence of incidents by introducing system improvements following from effective root cause analysis
• Clear and specific communication to users and other role players regarding the impact and resolution of an incident
• Ensure that all incident, problem and change management requirements are met
• Deliver enhancements to the system as required by business or in response to opportunities to address technology deficit or enhance solution performance

Preferred Qualification and Experience

Qualification

• Degree in IT and Computer Science

Experience

• 5-7 Years experience in Information Technology

Additional Experience

• Experience in data management, data integration and data quality verification
• Understanding of Business Intelligence configuration management tools/processes
• Background in data profiling
• Familiarity with database design and implementation
• Experience in troubleshooting, performance tuning, and optimization
• Knowledge of CI/CD principles and best practices in data processing
• Analytical and problem-solving skills coupled with initiative and accountability
• Familiarity with different software development methodologies
• Work in conjunction with BI and Data Engineers to ensure high quality Data Deliverable
• Design and develop testing frameworks to test ETL jobs, BI reports and Dashboards and other data pipelines
• Write SQL scripts to validate data in the data repositories against the data in the source systems
• Write SQL scripts to validate data surfacing in BI assets against the data sources
• Ensure data quality by checking against our ODS , Data Platforms and the front-end application
• Track, monitor and document testing results
• The development and maintenance of Extract Transform and Load (ETL) processes, database and performance administration, and dimensional design of the table structure. Work closely with Data Architect to understanding and operating data warehousing functionality, building the Unified Data Platform in Microsoft Azure cloud
• Write high-quality, well-structured code that is maintainable and extensible
• Analyze complex data systems to develop automated and reusable solutions for extracting requested information while assuring data validity and integrity
• Perform tasks spanning the full lifecycle of data management activities with minimal supervision

Knowledge/Technical Skills/Expertise

• Development - The design, creation, testing and documenting of new and amended programs from supplied specifications in accordance with agreed standards.
• Debugging - The ability to analyse the behaviour of code to diagnose a problem and find the underlying cause. This includes but is not limited to using a debugger.
• Refactoring - The ability to revise existing code without impacting its functional behaviour.
• Use of Build Automation - The ability to use script builders as well as other related automation like continuous integration, automated deployments, and static code analysis tools.

Behavioural Competencies

• Providing Insights
• Making Decisions
• Adopting Practical Approaches
• Directing People
• Developing Expertise
• Exploring Possibilities
• Examining Information
• Developing Strategies
• Embracing Change

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Job Purpose

• To provide Configurator support, including Subject Matter Expert support to the Feature Teams.  The holistic management of the configuration management database for Global Markets services.

Key Responsibilities/Accountabilities

Capability development of the practice to identify and specify alternative methods for functions to perform business activities

• Maintain and support Subject Matter Expert level of applications within the Safe Framework.
• Make configuration changes as required.
• Adhere to Governance Processes always.
• Configure solutions that will provide excellent Customer service.
• Adhere to Agile Safe Framework.
• Ensure Quality Assurance of new and added system functionality throughout the development life cycle.
• Configuration development as required.

Plan and Organise to assess the System Specification implications the organization

• Identify and facilitate the activities necessary to ensure a smooth transition onto the new functions and applications.
• Ensure excellent customer service within the Service Level Agreement and Process turn-around times.
• Adapt to new application solutions and/ or changes to existing applications.
• Regard both internal and external standards and requirements such as audit standards, data management standards, safety related standards, good practice, legislation and risk during Project and Change participation.

Deliver and Support to ensure stakeholder Management, engagement and collaboration

• Build and maintain a large and diverse array of relationships across GIT, including all levels of the organisation (from executive to front-line staff) across the whole IT Value chain. This is required on a global level (South Africa and Africa Regions) and across all portfolio’s (CIB, PBB, Wealth, GF, Card & Digital).
• Reduce complexity of the Global Markets Technology (GMT) Services.
• Participate in retrospectives and accept and provide feedback
• Engage with third party vendors as and when required.

Provide high level consulting expertise in specific systems and technologies to give direction and leadership on projects

• Give direction and leadership to Projects and Changes within a defined area of authority and plan accurately and effectively for the participation in the delivery of work.
• Maintain good knowledge of, advice on and justification of operational policies and effectiveness of current business applications.
• Participate in the definition of strategies to make effective use of applications in a business area and draw on an understanding of state-of-the-art use of techniques relevant to any area of application specialisation.
• Work closely with all other IT teams and pro-actively seek out, analyse, model, specify, integrate and implement processes that satisfactorily “tie-in” technical constraints and cost considerations with business objectives and result in safe, workable and maintainable systems.
• Consult in area of expertise, by working on large, complex integration projects.
• Maximise processing efficiency of system functionality.
• Adhere to all IT Governance processes.
• Participate in the analysis of and test Incidents and Work Requests.
• Provide a holistic view on mandates and compliance.

Monitor and Control to manage risks related to system maintenance activities, application development and implementation

• Ensure that system business processes within the area of responsibility are optimised.
• Ensure alignment to Release methodology and procedures.
• Verify the quality of functionality delivered.

Preferred Qualification and Experience

• Diploma or Degree in IT and related
• Developer Certification
• ITIL Foundation
• Banking Services 8 or 9 certification
• 5-7 Years Experience in Application Development and Support - Experience Description: Practical experience in working in a variety of business areas within IT. Understanding and experience of the various disciplines within IT and how they relate to each other.
• 3-4 Years Experience in Application Development and Support - Experience Description: Solid experience in working in a multi discipline team fostering collaboration and team work.
• 3-4 Years Experience in Application Development and Support - Experience Description: Experience managing all types of business analysis assignment and understands the area of specialization.

Knowledge/Technical Skills/Expertise

• Label: Development - Competency Description: The design, creation, testing and documenting of new and amended programs from supplied specifications in accordance with agreed standards.
• Application Knowledge for Support - Competency Description: Refers to the knowledge and experience required to ensure provision of application maintenance and support services. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance.
• Business Process Improvement - Competency Description: The identification of new and alternative approaches to performing business activities. The analysis of business processes, including recognition of the potential for automation of the processes, assessment of the costs and potential benefits of the new approaches considered and, where appropriate, management of change and assistance with implementation.
• Quality Assurance - Competency Description: The process of ensuring that the agreed quality standards within an organization are adhered to and that best practice is promulgated throughout the organization.
• Technology Orientation - Competency Description: The understanding of broad areas that form technology landscape and how they complement each other in for specific IT solutions or decisions. This would comprise of, but not limited to, the following: BI, CRM, ERP, Database, Open Source, and Web 2.0.
• Change Management - Competency Description: Refers to the knowledge and experience required to manage all changes to the components of a live infrastructure, from requests for change (RFC) through implementation and review, to support the continued availability, effectiveness and safety of the infrastructure.
• Knowledge of Banking and Financial Services Business - Competency Description: Knowledge of business concepts, entities (definition, ownership, use, semantics and syntax) specific to Banking & Financial Services industry.

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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