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.

We are seeking a highly skilled Consultant, Risk Execution to join our team in Johannesburg, South Africa. In this role, you will play a crucial part in monitoring and evaluating customer interactions through any channel or medium within the relevant Contact Centre for adherence to the Risk Execution frameworks. To gather all monitored information and compile into logical reports and provide analysed feedback to relevant stakeholders with the view to provide trends and insight on how to improve quality and proactively mitigate risks in their environment.

• Analyse and associate external and internal Quality Management and Customer Experience Measurement Survey scores to provide business with improvement suggestions.
• Apply solutions relevant to the complexity, scope and magnitude of problems impacting on client service to frontline and coaches (e.g., identify problems while listening to calls and provide the improvement suggestions to the Contact Centre coaches.
• Conduct quality assurance evaluations (where relevant process audits and admin audits) on all call-centre staff to ensure set standards are maintained/developed regarding all client interactions in relation to Customer Experience and Technical Experience (Product, Systems and Process knowledge).
• Provide expert advice on regulatory compliance and industry best practices in risk management
• Escalate serious offences to the Team Leader and Business Stakeholder based on the level of the client impact.
• Interpret and analyse data to produce reports that identify ways of optimising processes / technologies / people in an ongoing effort to eliminate recurring problems and improve client service
• Monitor staff interactions with clients and utilising an agreed template checking for risk and compliance, process and behaviour indicators as per agreed frequencies in line with the service, sales and risk management objectives of the Bank

• NQF 5 Banking qualification. 

Experience: 

• Minimum of 5 years of experience in service and/or sales experience (e.g., Insurance Sales or Claims / Branch or Contact Centre.) with the relevant product knowledge.
• Previous Customer Call Centre experience is compulsory.
• Minimum 1-2 years Supervisory experience.
• Strong knowledge of risk management frameworks, methodologies, and best practices
• Excellent project management skills with the ability to lead multiple engagements simultaneously
• Outstanding communication and presentation skills, with the ability to convey complex concepts to diverse audiences
• In-depth understanding of financial risk management principles and regulatory compliance requirements
• Proven track record of delivering high-impact risk management solutions to clients
• Ability to work effectively in a fast-paced, collaborative environment and adapt to changing priorities

Behavioural Competencies:

• Articulating Information
• Checking Things
• Developing Expertise
• Following Procedures
• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Banking Process & Procedures
• Compliance
• Insurance Principles
• Insurance Products & Services
• Product and Services Knowledge
• Product Related Systems (Consumer Banking)
• Risk Identification