Portfolio Specialist at Standard Bank Group

JOB DESCRIPTION

The Portfolio Lead proactively manages the end to end service mandate for Corporate Clients. Their core purpose is to provide a specialised professional support and service to Corporate and Investment Banking Stakeholders and clients in respect of all requests, queries and complaints that is received. 

QUALIFICATIONS

Qualifications:

• Matric
• Tertiary Qualification would be an advantage

Experience: 

• Experience in Corporate Service environment.  General banking experience with exposure to various products. 
• An intimate knowledge and experience of managing staff in a large operation with manual and automated process, functioning in parallel across the customer value chain in production and/or a financial service industry
• A keen eye for process enhancement and improvement

ADDITIONAL INFORMATION

Key Responsibilities: 

• To ensure that client requests, queries and complaints received are acknowledged, understood, and efficiently resolved or escalated to the appropriate area to resolve and ensure that feedback is provided as per the sunset principle.
• To find ways to minimise risk both within the client environment as well as the bank and supports the bank’s compliance and legal requirements
• Partnering with stakeholders to ensure extremely high service levels from all areas are experienced and drive the achievement of SLA’s and TAT’s in the bank.
• Anticipate customer requirements in terms of service support taking into account new trends etc. 
• Play a critical role in the Transactional Banking Client Forum taking direct accountability for all service issues the client may raise.
• Ensure that the service support areas and the Client Service Team consistently supports and co-ordinates customer requests and quickly and efficiently to ensure clients satisfaction retention and reduced complaints.

Competencies: 

• Directing People
• Business Administration Skills
• Query Resolution
• Financial Acumen
• Risk Management
• Coaching and Monitoring