Standard Bank Specialist - Client Data & Experience Jobs in South Africa

Standard Bank Specialist - Client Data & Experience Jobs in South Africa


Job Purpose

  • To provide a single point of contact for client onboarding and post execution service to the Global Markets client base and business, ensuring the delivery of a seamless, consistent and high-quality client experience to retain client satisfaction, but all ensuring the oversight and enforcement of standards and procedures internally to ensure that the data is kept and maintained according to a set process, which will optimise client value across Global Markets (GM) and minimise risk and losses to the Wholesale Clients franchise.

    Key Responsibilities/Accountabilities

    Client

  • Act as point of contact for incoming client correspondence to ensure queries and communications are resolved professionally and accurately, by the relevant internal parties, to meet and manage external and internal client expectations within the stipulated standards and timeframes as per SLA/OLAs.

    Client

  • Proactively build and maintain an ongoing partnership with key clients and internal stakeholders across Standard Bank to enable smooth, effective client relationship management and to provide the highest levels of client service (prompt, accurate, courteous, professional) in resolving client queries and ensuring the accurate and timely processing and settlement of transactions.

    Client - Internal

  • Partner with Sales and Sales Client Experience teams to proactively understand the client need across Global Markets asset classes and manage onboarding to assure the client is fully enabled to transact, irrespective of asset class. Manage the review and validation of onboarding information and documentation to ensure compliance with internal and external processes, guidelines, standards and regulations. Maintain, enforce, coordinate the business processes of loading accurate client static data.

    Client

  • Manage client requests, inquiries and complaints. Liaise with other areas across Wholesale Clients on behalf of the client (eg Sales, Legal, Technology, Operations, Credit) to investigate and optimise query resolution turnaround and minimise further escalations.

  • Keep clients and stakeholders informed and updated on each query/case, until resolved. Maintain client satisfaction, retain client loyalty and mitigate risk to client and SBSA.

    Product

  • Maintain up to date knowledge of GM products and capabilities. Assist with getting stakeholders to provide client education on
    the application of products, but ensuring relevant systems, capture and documentation around such products are kept up to date and accurate.

    Operational excellence

  • Identify, report and resolve operational incidents and issues internally to ensure delivery of high-quality service.

    People Management

  • Prioritise and manage own work to deliver assigned tasks. Take responsibility for own development and career progression.

    Regulatory, Risk and Governance

  • Adhere to and keep abreast of all relevant controls, policies, processes, procedures and instructions to ensure work is carried out to the required standard and in a consistent manner while minimising risk.

  • Identify and report incidents, assist with investigations and use learnings to avoid future queries, issues and escalations.

    Reporting and Management Information (MI)

  • Contribute to the operational risk report and other management information by reviewing, validating and analysing data (eg volumes, client queries, exceptions) to track performance, identify trends and provide insights to contribute to informed decision-making and opportunities for improvement.

    Minimum Qualification and Experience

  • Minimum qualification required: Tertiary qualification in relevant field of study Banking, Finance and Accounting

    Experience:

  • Global Markets

  • 5-7 Years

  • Operations; Trade support, Client Experience Progressive professional experience in a related function with similar accountabilities, preferably with growing supervisory and management experience
    Proficient knowledge and experience within Wholesale clients and a Corporate and Investment banking environment, with exposure to relationship management activities, ideally both internal and external engagements.

  • 3-4 Years

  • Knowledge of relevant systems and processes within Global Markets client onboarding, KYC, ref data.

    How to Apply

  • For more information and job application details, see; Standard Bank Specialist - Client Data & Experience Jobs in South Africa


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