Specialist, Corporate Scheme at Standard Bank Group

JOB DESCRIPTION

• To provide specialist client service across Corporate Scheme ecosystem, to maximize GM revenue and achieve high client service quality in line with the Global Markets strategy and within the defined risk parameters and regulatory requirements.

Job Output

Client

• Oversee and guide client relationships in respect of low, medium and high touch share incentive corporate and retail client relationships.
• Optimize client tax and finance client experience (CE) to maximize product utilization, in line with defined KPIs.
• Contribute to the development of finance and tax CE marketing and content distribution, based on insights gained from client engagements across segments and marketing channels, products, services and platforms.
• Work closely with Sales, Product to manage the marketing and promotion of the Global Markets equities offering, both internally and externally, to attract new business opportunities.
• Maintain and grow client relationships for own portfolio and build a foundation of trust by demonstrating an understanding of the clients’ organization, strategy, and needs, by clearly articulating and by being consistently responsive to clients' needs.
• Oversee and coordinate client onboarding for own portfolio of clients, to ensure a positive client experience in line with defined Know Your Customer (KYC) requirements and legal protocols, and to process platform sales in a timely manner within the approved policies and guidelines.
• Act as the primary point of contact for client requests, queries and complaints for own portfolio and portfolios and of direct reports. Collaborate with key stakeholders from other business areas to resolve escalated client requests, inquiries and complaints to maximise client satisfaction and grow strong client relationships.
• Own, build and maintain an ongoing relationship with clients and interface with Sales, Product, CIB Tax and GM digital teams on a regular basis to understand low, medium and high touch client needs and requirements and ensure consistent delivery against Service Level Agreements (SLAs) with Sales, Product, CIB Tax and GM Digital teams.
• Ensure the required standard operating procedure (SOP) are followed to acquire approvals and to execute the transaction in a timely manner and within approved policies and guidelines.
• Oversee receipt of sales incidents (i.e. requests, inquiries and complaints) from clients regarding tax matters and other internal stakeholders and escalate complex incidents immediately, to mitigate time delays and associated costs.
• Allocate and oversee investigations of the root cause of client incidents and trends and provide guidance on the necessary resolution. Where required, contact and escalate to relevant internal stakeholders to resolve incidents.

Product

• Maintain up to date knowledge of all GM equities real platforms and products, including their capabilities, functionality and their application. Use this knowledge to guide team members accurately and effectively through onboard, train and manage clients’ experience.
• Maintain an up-to-date knowledge of tax changes that impact our products and client servicing.
• Maximise GM product penetration by identifying cross-sell opportunities and notifying the relevant stakeholders to ensure the opportunity is capitalised.
• Proactively highlight reoccurring client service delivery issues to senior management and recommend opportunities to prevent / resolve these. Implement and monitor approved corrective measures to continually improve client service levels.
• Keep up to date with relevant developments both internally and externally to identify, assess and contribute innovative improvements across CE service delivery.
• Manage the constant improvement of the tax service offering and tools to enable clients to connect across the ecosystem to access and consume client centric products and services with speed and security.
• Partner with GM Digital to obtain alignment and approvals from relevant stakeholders for strategic platform enhancements in line with GM digital strategy and regulatory standards.
• Monitor, manage and report on digital portfolio activity and performance to drive digital conversions and sales process improvement to ensure digital channels are delivering to the intended outcome.

Financial Management

• Monitor and manage on Client Experience’ financial performance versus the set budget. Monitor and report on expenditure and variances.
• Contribute to the achievement of budgets by keeping the business aware of anticipated costs/revenue, identifying and rectifying promptly unsatisfactory performance areas.

Data

• Monitor, manage and report on business performance metrics to manage client retention. Conduct regular portfolio reviews to identify and manage client retention, lost clients and turnover variances across the platform(s).
• Report and manage key indicators that add value to a client’s experience identify and implement initiatives improve overall team and client performance against set targets and objectives.
• Manage and report on key indicators that add value to the client’s experience to generate relevant information and insights to inform product and platform enhancements as well as continuous improvement in CE service delivery.
• Prepare client insights reports timeously and accurately, as per requirements, policies and quality standards to enable better business decision-making.
• Monitor behavioural client insights to recommend on-going product and platform enhancements, to assist sales and product teams in identifying client opportunities through client experience and identify continuous client friction points in maintaining client experience.
• Incorporate client experience trend management as an ongoing activity for the planning, building and running of the share incentive business.

Risk, Regulatory, Prudential & Compliance

• Inform Line Manager of all risk incidents and log incident reports to ensure that proper corrective and preventative actions are put in place. Escalate any irregularities to Team Leader / Line Manager and or Compliance Risk Officer as appropriate.
• Understand and effectively implement all applicable policies, processes, procedures and work instructions, prescribed tools, templates and systems so that work is carried out in a controlled and consistent manner and all relevant procedural / legislative requirements are fulfilled while delivering a quality, cost-effective service, and while mitigating operational and reputational risk.
• Adhere to CIB’s risk policies, procedures, documentation and authorisation limits corresponding to relevant platforms, in order to ensure compliance with CIB's risk and regulatory frameworks

Technology & Architecture

• Keep up to date with the dynamic technological, product, market and client environments to manage the platform proactively.

People

• Coordinate the work of a team of share incentive product incumbents. Prioritise and allocate work, and offer technical guidance, on-the-job training and constructive feedback to the team to build capability and improve efficiency. Manage and monitor daily team activities to ensure performance metrics are met and service level agreements are maintained.

Strategy

• Contribute to the development of the Client Experience (CE) roadmap and annual plan(s) to achieve the Global Markets (GM) annual objectives.
• Contribute to the achievement of strategic objectives, to grow the Global Markets business, optimise platform utilisation to grow share of wallet, deliver a superior client experience to optimise CIB revenue.

QUALIFICATIONS

Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Type of Qualification: First Degree
Field of Study: Finance and Accounting

Experience Required

• Experience in finance and tax, equities, client onboarding and servicing and financial reporting

Macro Generic
Global Markets Client Experience
1-2 years

• Strong knowledge of relevant asset classes, products and services, client sectors, market trends and competitor awareness in the region, in addition to a thorough understanding of the risk and regulatory environment.Strong knowledge and experience of digital transformation and CRM platforms and capabilities with working insights within the technology environment, with domain expertise from a channel and platform perspective.

3-4 years

• Strong 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.Experience in dealing with various stakeholders and managing their expectations. Client services orientation with the ability to understand client needs, resolve client queries and manage difficult and demanding clients is strongly preferred.

ADDITIONAL INFORMATION

Behavioral Competencies:

• Challenging Ideas
• Developing Expertise
• Embracing Change
• Following Procedures
• Generating Ideas
• Interpreting Data
• Inviting Feedback
• Making Decisions
• Producing Output
• Showing Composure
• Team Working
• Upholding Standards

Technical Competencies:

• Client Retention
• Developing Marketing Insights
• Digital Advocacy
• Local Market Knowledge
• Product and Services Knowledge
• Product Knowledge (Business Banking)