I. JOB DESCRIPTION

Links to structures

Job function*

Business Support

Job family*

Operations Business Support

Job reports to*

Head, Operations

Career type*

Line/Managerial

Contribution

Level of work*

3 - Managerial

Job purpose description*

To manage and enable Client Services by developing and implementing a comprehensive strategy aligned to the business strategy, goals and objectives through 1) managing and leading an effective team to ensure that client requests and queries are actioned by the query resolution teams within agreed turnaround times aligned, 2) working with the ombudsman or equivalent where applicable in order to achieve optimal resolutions of queries, in order to achieve business objectives in line with Global Operations and the Bank’s strategy, vision and values and 3) providing support service to the business segment with regard to client onboarding, profile creation, new account processing and account maintenance

Job criticality

Operationally Critical

Key responsibilities*

Output group 1*

Ensure strategic execution

Outputs and measures*

• Researches, develops and implements interventions to continuously improve the Customer and Account services area, in co-ordination with the Head of Operations with a view of ensuring efficient and effective functioning and high level of service
• Signs Service Level Agreement (SLA) with the various –business partners through understanding of their business challenges and service level expectations to ensure that the team continues to meet and exceed the customers’ needs

Output group 2*

Partner with customer and business to improve relationships

Outputs and measures*

• Implements initiatives to improve customer satisfaction ratings
• Engages in the Customer Value Proposition, Service Level Agreements and benchmark targets to ensure alignment to these requirements

Output group 3*

Maintain Customer service

Outputs and measures*

• To ensure the timeous and complete resolution to post transactional customer enquires
• Ensure the generation of customer related MI
• Analyse, Identify, and resolve repeat customer service trends.
• Drive customer service initiatives throughout CIB.
• Routing and verification / authentication of client instructions

Output group 4*

Conduct Client On-Boarding and Account Services

Outputs and measures*

• To ensure the efficient and effective opening, maintenance and managing of customer accounts
• To ensure compliant, secure, efficient, and effective management of client onboarding (i.e. adherence to KYC, Sanctions, AML, etc).
• Manage regulatory and policy requirements to ensure compliant and updated customer profiles.

Output group 5*

Ensure cost management

Outputs and measures*

• Develops and implements initiatives to reduce costs and ensure that budgets for the Unit are met
• Manage finances effectively within budget, processes and procedures. This includes staff costs as well as managing headcount within budget.

Output group 6*

Ensure Effective resource utilisation

Outputs and measures*

• Ensures effective, efficient and optimal utilisation of all resources (human and capital) in alignment with the area’s KPI’s and business objectives and being responsive to competitive pressures, changing market conditions, client needs and business strategies

Output group 7*

Management of people resources

Outputs and measures*

• Drives a performance management and career development culture through mentoring and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate.
• Ensures that the correct calibre of staff is recruited by participating in the recruitment process thereby ensuring the department has the correct talent to meet the Strategic goals always.
• Ensures that resources are skilled across the different processes to enable cross product and cross function workload balancing.

Output group 8*

Ensure operational performance

Outputs and measures

• Identifies and defines tactical operational performance metrics geared towards meeting the team’s objectives
• Responsible for ensuring that teams develop and deploy management information systems for optimal utilisation of staff and ensure accurate reporting on business measures and results
• Collaborates with other areas through continuous interactions to ensure that best practices are implemented, and a standard approach is followed
• Provides accurate and timeous MIS as per the matrix agreed with Head of Operations/Processing to enable informed decision making.

Output group 9*

Improve on business controls

Outputs and measures

• Identifies, assesses and mitigates the risks facing both systems and business processes thereby minimising the operational risks
• Liaises with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk

II. REQUIREMENTS

Qualifications

Formal minimum qualification 1*

Type of qualification: Honours Degree
Field of study: Business Commerce

Experience

Experience required 1*

Job Function: Business Support
Job Family: Operations Business Support
Years: 5-7 Years
Experience Description: 3-4 years’ experience in related areas such banking operations, Understanding of Client Services and Account Processing. Extensive experience in managing complex operations, ideally within the financial service sector.

Behavioural Competencies

Behavioural Competency 1*

Competency Label: Providing Insights
Competency Description: This dimension is about providing insight with regards to aspects that are likely to have an impact on the organisation. It is about making it clear to others what the implications of internal and external organisational environmental factors and processes are on the competitive position of the organisation. “Providing Insights” should be done with a focus on improving the situation.

Behavioural Competency 2*

Competency Label: Team Working
Competency Description:
This competency is about working well in a team. In order to develop this competency, individuals are encouraged to acknowledge the views and contributions of others, and to involve others in decision-making.

Behavioural Competency 3

Competency Label: Developing Strategies
Competency Description:
This competency includes facets of behavior such as being visionary and establishing effective plans that take into consideration long-term aspects. This competency also includes the need for individuals to focus on identifying trends.

Behavioural Competency 4

Competency Label: Meeting Timescales
Competency Description:
This competency involves individuals adhering to time scales and meeting deadlines. The focus is therefore on being reliable at completing tasks and being punctual.

Behavioural Competency 5

Competency Label: Establishing Rapport
Competency Description:
This competency is about the behaviours an individual should employ in order to effectively engage people, establish positive personal contact and improve the likelihood of maintaining positive relationships. This competency is therefore about putting people at ease, making friends and helping people feel welcome.

Behavioural Competency 5

Competency Label: Following Procedures
Competency Description: The important behaviours associated with “Following Procedures” in the organisation include adhering to rules, following instructions and being risk averse.

Technical Competencies

Technical                Competency 1*

Competency Label: Business Administration Skills
Competency Description:
The ability to coordinate multiple administrative activities in to enable the efficient operations of a department.

Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

Technical           Competency 2

Competency Label: Written Communication
Competency Description:
Ability to express ideas by means of clear and effective writing, in order to support professional communication internally and externally to the Bank.

Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

Technical            Competency 3

Competency Label: Business Acumen
Competency Description:
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: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

Technical             Competency 4

Competency Label: Customer Understanding
Competency Description:
The ability to analyse customer needs by engaging with them, analysing their business objectives and their financial position.

Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

Leadership Competencies (for jobs in Levels of Work 3 to 7)

Leadership Competency 1

Competency Label: Customer and Client Focused Innovation
Competency Description
Focusing attention and efforts on understanding customers (or customer segments) and proactively addressing different customer/client needs. Makes organisational changes or innovates when needed to address customer/client needs.

Proficiency Level Description
Focuses the team on the customer/client; Restructures the team to focus attention on the specific customer needs. This may be done with the intent to build closer relationships or increase organisational credibility in such clients or segments.

Leadership Competency 2

Competency Label: Leading Courageously
Competency Description
Believing in one-self, own judgement, skills and experience, and using this self-confidence to challenge others for the benefit of Standard Bank.

Proficiency Level Description: 3 Has confidence to bring conflict into the open to be resolved; Is able to confront others (peers, boss, etc.) or brings disagreement into the open with the purpose of resolving it, landing on a decision, to ensure action. Is open and honest when communicating with others ("straight talk"). Challenges popular values, decisions and opinions to ensure that actions are taken in the Bank's best interest. Takes action in defiance of corporate rules and procedures for the greater good of the business and its stakeholders. Accepts personal risks and/or consequences of failure and persist in the face of opposition or fear.

Leadership Competency 3

Competency Label: Driving Delivery of Results
Competency Description: Proactively identifies business opportunities or barriers to business performance and addresses them. Takes accountability for improving the business. Demonstrates a sense of urgency around the achievement of stretching business goals.

Proficiency Level Description: 3 Makes decisions and takes action to achieve a challenging goal; Sets challenging goals that will have a significant impact on the business or support the organisational strategy. The challenging goal might be related to the speed of execution or implementation. Commits significant resources and/or time to reach a challenging goal, while also taking action to mitigate risk.

Leadership Competency 4

Competency Label: Holding People Accountable

Competency Description
Sets clear performance standards and expectations and holds others accountable when these are not met. Takes accountability for team delivery against the expectations and contribution to results.

Proficiency Level Description: 4 Makes tough performance decisions; Dismisses a team member when they act against organisational values or they continuously under-perform, not having responded to previous clear expectations, feedback and action.

Leadership Competency 5

Competency Label: Growing Capability
Competency Description: Taking responsibility for identifying, developing and retaining capability for the benefit of the broader business, based on a genuine intent to foster the long-term learning or development of others.

Proficiency Level Description: 2 Grows capability by providing balanced developmental feedback; Provides ongoing feedback to individuals with the purpose of reinforcing their positive attributes and discussing areas of development. Gives positive feedback and praise explicitly stating what the individual has done well and how this assists the team/the organisation. Tolerates well-intended mistakes and treats them as learning opportunities for that person and for the team.

Additional Job Dimensions

Typical direct reports for this job*

Job Family: Business Support
Number: 1-10
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Number: 1-10

Indirect reports

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Financial accountability*

Type of Budget: No Budget Managed
Size of Budget (ZAR equivalent): Click here to enter text.
Type of accountability: Choose an item.

Internal relationships*

Business area: Operations
Job: Business leaders, line teams and teams across the department
Nature of relationship: Receive a service from them
Sphere of influence: Limited to their department only
Description or examples: Interact where second level query resolution is required

External relationships*

Role type of external contact: Customers, Industry Groups and Centre Teams
Nature of relationship: Manage the relationship
Description or examples: Provide customer services support and execution on requests

Accountability for problem solving*

Degree of guidance received to solve problems:
Routine - Standard instructions and close supervision

Description or examples: Degree of original thought required to solve problems:

Variable - Differing situations within boundaries of experience

Description or examples: Provide customer services support and execution on requests

Accountability for planning of activities*

Specific tasks are performed

Description or examples: Provide customer services support and execution on requests

Discretion allowed for decision making*

Controlled - Existing work instructions and established routine

Description or examples: Provide customer services support and execution on requests

Work environment*

Working Conditions: Regular overtime may be required
Physical Requirements 1: Open plan office