Manager, Customer Insights, Shyft and Standard Bank Securities

Job title: Manager, Customer Insights, Shyft and Standard Bank Securities

Job Overview

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.

Qualifications

• 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

• Our Commitment to Diversity, Equity and Inclusion

• Standard Bank Group is committed to fair and inclusive employment practices. We aim to build a workforce that reflects the diversity of the communities we serve and welcome applications from candidates of all backgrounds, including people with disabilities. We strive to create an environment where everyone has an equal opportunity to contribute and grow.