Client Experience Officer at Standard Bank Group

Job Description

The role is designed to provide specialized services to High Net Worth and Retail clients, aiming to maximize revenue and ensure exceptional service quality in line with SBG Securities' strategy and regulatory standards. Responsibilities include acting as the primary contact for client inquiries and complaints, analyzing performance indicators to enhance client experience, and monitoring business metrics for client retention. Additionally, the role involves conducting platform reviews and offering remote training to clients on product and platform use to optimize engagement and utilization according to defined KPIs.

Qualifications

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Bachelors’ Degree in Finance, Actuarial Science, Business/Commerce, Economics or a relevant field of study
• Professional Certifications: Chartered Institute for Securities & Investment (CISI), and Institute of Certified Investment and Financial Analysts (ICIFA) certifications

Experience Required

• 1-2 years
• Strong knowledge of relevant asset classes, products and services, Client sectors, markets trends, competitor awareness in the region, in addition to the risk and regulatory environment. Deep understanding in specialist area. 
• 3-4 years
• Good knowledge and experience of digital transformation and CRM platforms and capabilities along with working insights within the technology environment, with domain expertise from a channel and platform perspective. Good understanding of products and channel capabilities within Financial Services, acquired through experience in a client facing role such as in Operations, Services or Client Experience.

Additional Information

Behavioral Competencies:

• Articulating Information
• Checking Details
• Developing Expertise
• Establishing Rapport
• Examining Information

Technical Competencies:

• Business Acumen (Audit)
• Client Retention
• Customer Understanding ( Consumer Banking)
• International Market Knowledge
• Local Market Knowledge