Open Vacancies at Postbank (SOC) Ltd

Job Responsibilities 

• Define and deliver Postbank's self-service strategy, aligning with Postbank's core business, product, customer, and marketing goals. 
• Lead the innovation roadmap for self-service channels, by bringing to the fore emerging technology (AI, conversational banking) and opportunities. 
• Track and lead remediation against key performance indicators for self-service channels, such as transaction volumes, client satisfaction, cost-to-serve, service quality, as well as channel profitability and performance. 
• Overseeing daily self-service channel operations to ensure regulatory compliance, acceptable client experience and efficient service delivery. 
• Ensure seamless integration between self-service channels and other banking touchpoints (e.g. branches, contact centres, etc.). 
• Collaborate with product, marketing, and risk to integrate self-service channel initiatives into broader bank initiatives. 
• Orchestrate new services and revenue streams by modifying, extending, and streamlining existing services on self-service channels with next-gen solutions (e.g. AI-powered chatbots). 
• Develop agile led operating model for channel integrating into banks broader ways of work. 
• Continuously analyse customer feedback to implement change to drive customer satisfaction and ultimately champion customer experiences across digital customer touchpoints. 
• Track trends in consumers, competitors, products, and regulations and coordinate strategies and tactics to de-risk self-service channels and maximise potential future revenue through innovation and emerging technologies. 
• Collaborate with FinTech partners, IT, and Design teams to enhance digital self-service capabilities, ensuring that Postbank stays ahead of South African and global bank trends. 
• Drive customer education & engagement initiatives to increase adoption (e.g., in-app tutorials, online demos, digital literacy programs). 
• Monitor customer feedback (NPS, CSAT, complaints) and implement continuous enhancements to self-service channels. 
• Work collaboratively with Postbank’s Risk, Compliance and IT Security team to ensure all service channels comply with South African regulations (POPIA, FSCA, CPA) and cybersecurity standards, ensuring any fraud and customer data risk are adequately mitigated. 

Qualifications and Experience 

• Bachelor’s degree in business, IT, or a related field. 
• Postgraduate qualifications (e.g. MMDB, MBA, MSC) will be advantageous 
• 10+ years in banking/financial services with at least 5+ years in a leadership position with a focus on digital banking, self-service channels and omnichannel strategies. 
• Proven track record in self-service channels (digital banking, ATM, Kiosks POS, social media, USSD, chatbots, IVR) 
• Strong track record in driving digital adoption and operational efficiency 
• Experience with core banking platforms and digital 

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Job Responsibilities 

• Develop and execute Postbank's overall channel design strategy, aligning it with Postbank's business and brand goals. 
• Work closely with senior leadership and cross-functional leads to shape channel vision and customer experience strategy, ensuring regulatory compliance and strategic alignment. 
• Advocate for the role of design in digital transformation initiatives, improving customer journeys across all banking services, including mobile, web, and in-branch experiences. 
• Define and communicate the Postbank human-centred design principles and vision to relevant Postbank stakeholders and staff. 
• Establish and maintain best-in-class design standards and practices, including user research, prototyping, usability testing and agile development processes. 
• Use design thinking methodologies to solve customer and operational challenges and enhance overall product value by integrating business goals and customer needs.
• Oversee design processes and activities from concept to completion, including user research, prototyping, usability testing, and Postbank stakeholder acceptance. 
• Drive design operations, ensuring scalability and consistency in design delivery, design systems, and standards across the Postbank. 
• Lead, coach, mentor, and provide subject matter guidance and creative direction to the design team to ensure alignment with Postbank brand and business goals. 
• Foster a culture of innovation within the design team, promoting creativity, collaboration and high standards across Postbank products and services. 
• Collaborate with external vendors and cross-functional teams within Postbank, including marketing and product, to integrate design into the product development lifecycle. 
• Effectively manage design resourcing, ensuring design projects are delivered on time within budget with the required quality. 
• Leverage technology, emerging trends (e.g. AI) and best practices advocating for adoption within Postbank to realise future-ready solutions. 
• Champion and lead efforts to create products and services that democratise financial services, build trust and enhance the experience of all segments of society.  

Qualifications and Experience 

• Bachelor’s degree in business, IT, Marketing, or a related field. 
• Postgraduate qualifications (e.g. d.MBA, MBA, MSC) are advantageous. 
• Additional certifications in Design Thinking, UX, and Product Design are advantageous 
• 10+ years of design experience, especially in banking/financial services, with at least 5+ years in a leadership role 
• Proven track record in leading design teams, shaping design strategies, and delivering customer-centric digital products (apps, websites, banking platforms) 
• Strong expertise in design thinking, user-centred design, UX/UI, service design, design systems and business design with experience working in Agile/Scrum environments. 
• Demonstrated experience leading large design teams in a fast-paced, technology-driven environment 

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Job Responsibilities 

• Support development of the roadmap for the relevant Postbank banking channels, considering market trends, customer needs, competitor analysis and the overall Postbank omnichannel strategy and business objectives. 
• Ensure delivery of channels and services aligned to the roadmap leveraging agile ways of work in execution. 
• Collaborating with internal teams (e.g. design, product, marketing, IT, and risk management) to align channel strategy with overall bank objectives. 
• Identify opportunities to enhance the channel functionality, optimise channel performance, reduce costs and create customer value. 
• Own and meet key performance indicators (e.g. uptime, customer satisfaction) and targets for the respective channel. 
• Champion customer-centric features and functionality on the relevant channel and drive adoption and customer engagement strategies. 
• Monitor and address customer pain points and complaints/escalations related to the channel, ensuring adequate closure of customer issues. 
• Partner with Design, Product Owners, Marketing, Risk, IT, and Compliance to align channel initiatives with broader business goal. 
• Collaborate with the product and design team to develop new offerings or optimise existing offerings, seamlessly integrating them with other Postbank channels for a unified customer experience and journey. 
• Manage relationships with third-party vendors (e.g., fintech partners, digital platform providers). 
• Monitor channel usage and other performance metrics, such as transaction volumes, to address operational issues or optimise channel efficiencies. 
• Collaborate with the Postbank marketing team to create targeted campaigns for the channel growth.
• Oversee the technical infrastructure and platform supporting the channel and work with Postbank IT to resolve technical issues that impact channel performance. 
• Ensure the channel complies with SA Banking regulations (e.g. POPIA) and any fraud, cybersecurity and operational risks are adequately mitigated to enable minimal business disruptions. 
• Communicate channel performance and updates to the Head of Channels and other relevant stakeholders.  

Qualifications and Experience 

• Bachelor’s degree in business administration, IT, finance, or a related field. 
• Postgraduate qualifications, e.g. MMDB, MBA, MSC will be advantageous 
• Minimum 5 years in banking/financial services, with 3+ years in channel management, digital banking, product owner or customer experience roles. 

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Job Responsibilities 

• Serve as the bridge and primary liaison between Customer, Project Management Office IT, Design and Channel Teams (Physical, Web, Mobile, Contact Centre, etc.). 
• Support the Channel and Design teams in aligning the channel strategy and execution to the overall Postbank business strategy. 
• Responsible for driving an omnichannel experience across all channels. Ensuring customers have a seamless experience across our banking channels. 
• Identify friction points in the customer experience and collaborate with the design team to refine solutions while gathering feedback from the channel team to embed continuous improvement. 
• Collaborate with product owners, channel owners, designers and IT to ensure alignment and timely delivery of channel initiatives (new features and enhancements) aligned to Postbank’s business objectives. 
• Work with the project office to develop business cases, business specifications, technical specifications and other artefacts to ensure the design and delivery of the highest quality banking channels. 
• Develop enablement materials to ensure channel teams understand and can effectively deploy new designs and digital solutions. 
• Guide initiatives beyond core delivery toward seamless adoption and integration by coordinating with downstream teams such as Training and, Marketing. 
• Coordinate between Postbank’s Risk & Compliance, Design and Channel team, ensuring that channel implementations comply with South African banking regulations. 
• Support the Channel and Design teams in maximising partnerships and specialist vendors to realise maximum benefits for Postbank. 
• Support channel and design teams to co-develop, track, and remediate against suitable joint performance metrics. 
• Present insights and recommendations to Postbank’s senior stakeholders on channel performance and improvement opportunities. 

Qualifications and Experience 

• Bachelor’s degree in business administration, IT, finance, or a related field. 
• Postgraduate qualifications, e.g. MMDB, MBA, MSC will be advantageous 
• 5+ years in banking/financial services, with experience in channel (e.g. digital transformation, channel strategy, digital banking, branch operations, etc.), process optimisation (streamlining workflows, reducing inefficiencies) and sales enablement