Customer Service · Full-time
Direct employerManager, Customer Insights, Shyft and Standard Bank Securities
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About this role
Role overview
Company Description
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.
Job Description
To coordinate and manage SBG Securities & Shyft operations Customer Insights, leading a team, guiding complex and escalated queries and analysing trends to drive operational performance, greater efficiencies and productivity to achieve defined targets, quality and client service standards, enhance the client experience and minimise risk to SBG Securities & Shyft operations.
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Type of Qualification: National Diploma
Field of Study: Business Commerce
Experience Required
Service Management
Operations
1-2 years Demonstrated experience identifying and understanding risk (financial, reputational, regulatory, credit and documentary risks) as it relates to various financial markets instruments and an understanding of the required reporting process.
3-4 years Demonstrated ability to effectively lead and manage a team. Demonstrated ability to build constructive internal and external relationships to continuously improve the client experience.
4-5 years Advanced general client services and / or support capability with advanced technical experience in a Broker and FSP environment. Experience in dealing with various stakeholders and managing their expectations. Demonstrated client services orientation with the ability to understand customer needs, resolve client queries and manage difficult and demanding customers.
Behavioural Competencies
- Articulating Information
- Developing Strategies
- Directing People
- Embracing Change
- Interacting with People
- Inviting Feedback
- Making Decisions
- Resolving Conflict
- Showing Composure
- Team Working
- Understanding People
- Upholding Standards
Technical Competencies
- Active Listening
- Client Servicing
- Data Analysis
- International Market Knowledge
- Product and Services Knowledge
- Query Resolution
- Root Cause Analysis
- Continuous Process Improvement
Additional Information