Job Purpose
As a key member of the Senior Client Solutions Team, the Business Manager, is responsible for supporting the Head of Client Solutions with the delivery of the of the Standard Bank Client Solutions strategy in Kenya.
The focus of the Business Manager is to ensure that the Client Solutions operating model is fit for purpose and on coordination, execution (mostly technical) and follow-up of day to day actions generated by the Head of Client Solutions across the business and overseeing a programme of strategic projects relevant to the segment.
Included in the scope is the provision of capacity to the Client Solutions team for ad hoc, strategic or other prioritised pieces of work.
The Business Manager will work closely with the Head of Client Solutions for matters relating to client experience across the business.
Key Responsibilities/Accountabilities
Support strategy formulation and execution
Support the Head of Client Solutions with the formulation of strategy and the overall process of executing against the strategy.
Monitoring, measurement and reporting on progress against the strategy and KPIs.
Collaborate closely with internal Client Solutions stakeholders, Wholesale, Business and Commercial and, Consumer and High Networth stakeholders, Corporate Functions and stakeholders in core territories to kick off new work streams, coordinate efforts, monitor, review and report on progress against plans or objectives.
Client experience
Identify day-to-day service issues and high touch activities – monitor progress and get involved to “do whatever it takes” to ensure successful resolution in terms of client experience.
Identify trends in complaints or day-to-day issues and recommend or implement improvements as appropriate.
Coordinate client survey interpretation and actions.
Implement “quick win” best practice client experience initiatives.
Reporting
Compile monthly Client Solutions report (and various variants) for submission to bank Leadership Council, Client Solutions Leadership Council, and other Group and Africa Regions Client Solutions Leadership Councils.
Take ownership of Client Solutions meeting calendar and ensure coordination, arrangement, paper distribution and proactive planning of agendas.
Compile reports and generate appropriate management information where appropriate or coordinate report preparation in line with agreed standards.
Client Solutions Operations
Collaborate closely with Corporate Functions to ensure that operations of Client Solutions are run effectively and efficiently within the context of the Client Solutions operating model,
Understand and analyse costs
Monitor impact on service standards and SLAs
Liaise with all business and Corporate Functions and (non-core) product to ensure seamless client origination, maintenance and reporting
Facilitate, monitor and track the implementation, maintenance and management of an effective system of controls throughout Client Solutions, covering non-financial as well as financial controls;
Facilitate the establishment and coordination of appropriate standards of Service across Client Solutions and monitor compliance therewith.
Provide streamlined middle and back-office support to Business Units – design and manage processes.
Client Solutions Programme Management
Manage, monitor and report on progress of Client Solutions projects
Support Client Solutions projects and programmes as and when required
Products Management Support
Support the sales teams in conceptualisation and development of new products.
Support the relevant product governance teams e.g. NACS process as far as Client Solutions is concerned.
Support the budgeting formulation and revision process as per Standard Bank guidelines.
Support ongoing product management and maintenance.
Development of appropriate sales/service support tools.
Collaborate closely with the finance team to ensure all financial systems, processes, controls and reporting are fit for purpose as agreed with the Head of Client Solutions:
Produce business-specific management information
Ensure compliance with financial guidelines
Coordinate the compilation of a yearly budget for Client
Solutions and Rolling Forecasts as required by Finance. Provide context and variance analyses to substantiate the numbers in line with the agreed strategic plan.
Strategic Initiatives – Support Business Development
Provide research and capacity for the evaluation of new opportunities on a case by case basis
Provide research and capacity for the tracking and monitoring of benefit realisation on various important Client Solutions initiatives
IMPORTANT RELATIONSHIPS
Client Solutions Team
Business Functions (Wholesale, Business & Commercial and Consumer & High Networth)
Corporate Functions
Group Client Solutions business heads, and relevant staff across jurisdictions
External Service providers, as and when established.
KEY PERFORMANCE MEASURES
25% = Client Solutions KPI Dashboard – as agreed (annually) – will include:
Financial measures;
Client focused measures;
Measures covering people, process and risk.
75% = Individual KPIs
Annual planning and budgeting
Client Solutions meeting calendar, appropriate agendas and management information
Client experience
Monitoring and performance of Client Solutions operations
Programme management effectiveness
Integrity of segment info and client lists
Ad hoc request performance
Quality and effectiveness of collaboration with stakeholders
Preferred Qualification and Experience
Minimum appropriate financial or investment degree – postgraduate qualification would be an advantage
Proven track record in the financial services industry at a senior leve
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