Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To oversee the daily operations of client services management teams, driving optimal performance and the delivery of exceptional client service that embodies world-class operational standards.

• An NQF Level 6 qualification.

Experience:

• 3-5 years' experience of which 2 or more should have been in a supervisory position. 
• Experience resolving complex client services issues, with demonstrated ability to interact across multiple internal and external stakeholders.

Key Responsibilities:

• Manage escalated client requests / queries requiring investigation outside of normal procedures to verify authority to act to safeguard the information and operation of client accounts.
• Manage and guide the prioritisation of query and complaint resolution to meet agreed targets and mitigate reputational risk and financial losses.
• Evaluate and resolve escalated queries / complaints and analyse trends to provide insights at client level to optimise query resolution turnaround, minimise further escalations and prevent future occurrences of a similar nature.
• Proactively manage and deliver against targets and quality standards to improve customer experience. Stay abreast of relevant developments both internally and externally to identify, assess and contribute innovative improvements.
• Consolidate client information to provide insights and identify opportunities for improvement to the client experience at client level

Behavioural Competencies:

• Examining Information
• Exploring Possibilities
• Interacting with People
• Managing Tasks
• Resolving Conflict

Technical Competencies:

• Active Listening
• Client Relationship Management
• Client Servicing
• Continuous Improvement
• Creative Problem Solving