Manager: Client Experience - Standard Bank Group

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 manage any assigned client relationships (where applicable) with support from experienced relationship managers, across the end-to-end client engagement value chain, coordinating the origination and execution of client-centric solutions, ensuring the clients' needs are fulfilled, while managing risk, delivering exceptional client experience and contributing towards defined revenue targets.
• Research, analyse, and understand individual clients and assigned client categories in terms of business model, strategic levers, business drivers, and financial metrics.
• Coordinate the Client Experience Team (CXT) meetings, preparing logistics, agendas, and content management. Contribute to ideation and own the translation of action points post the meeting into tangible opportunities.
  
  Work independently to compile client and portfolio information into reports, documents, and dashboards that track client engagement levels, sales activity, business pipeline, and value proposition profitability. Provide input and recommendations to CXTs' opportunity identification, budget planning and performance forecasting.
• Input, collate, interpret, and present relevant information and data to track performance metrics that inform client, sector, and market trends, as well as the origination of clients and the development of sustainable solutions.
• Build client-centric, sustainable relationships with counterparts at the client to enable the delivery of relevant value propositions/ solutions that contribute to the client's growth and increase the share of wallet.
• Contribute client research, analysis, and scenario planning to the preparation and delivery of relevant materials that drive a successful engagement (e.g., client presentations, case studies).
• Organise and attend client visits if needed, maintain ongoing client dialogue and support solutioning and cross-selling.
• Coordinate internal stakeholder sessions, prepare and present client information, and follow up on actions arising to drive integration and client centricity in delivering against existing and new opportunities.
• Liaise with internal functions (e.g., Client Coverage, Operations, Portfolio Management, Research) to support day-to-day client relationship management and the resolution of client escalations.

Qualifications

Type of Qualification: First Degree

Field of Study:

• Business Commerce Required (Masters Preferred)
• GISI / CISI Investment Advisory Certification (Required)

Experience Required

Relationship Management

Client Coverage

• 8–12 years’ experience in Customer Experience, Service Quality, Marketing, or related function — ideally in financial services, telecom, or other service-driven sectors.
• Proven track record in managing CX strategy execution and stakeholder engagement.
• Strong analytical skills and experience with CX metrics, dashboards, and customer insights tools.
• Demonstrated leadership capability — coaching, motivating, and influencing teams.
• A track record conducting research, analysis, interpreting and packaging qualitative and quantitative data, such as compiling client documentation (presentation books, presentations, memoranda, and other presentation materials) to share insight and create client value.
• Demonstrate An Experienced Understanding Of The Client Coverage Capabilities.
• Demonstrated experience working in cross functional teams to deliver comprehensive client experience.
• Experience in portfolio management - internal stakeholder collaboration, query management, compliance, reporting, middle office support, etc.
• Proficient understanding of credit and risk.
  
  

Additional Information

Behavioural Competencies:

• Customer-obsessed and passionate about service excellence.
• Proactive, resourceful, and results-oriented.
• Integrity, accountability, and a growth mindset.
• Able to thrive in a fast-paced and evolving environment.
• Adopting Practical Approaches
• Checking Things
• Conveying Self-Confidence
• Developing Expertise
• Documenting Facts
• Interpreting Data
• Inviting Feedback
• Managing Tasks
• Producing Output
• Pursuing Goals
• Taking Action
• Team Working

Technical Competencies:

• Strategic thinking and business acumen.
• Strong interpersonal and communication skills.
• Project management and execution excellence.
• Analytical and data interpretation ability.
• Emotional intelligence and empathy.
• Stakeholder influence and collaboration.
• Innovation and a continuous improvement mindset.
• Business Development
• Client Business Case
• Client Knowledge
• Client Retention
• Client Servicing

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