JOB PURPOSE
To prioritise customer demand aligned to Enterprise Banking (EB) business requirements to inform the development of client journeys in country. To ensure utilisation of all new platforms and components amongst Enterprise Banking teams and ensure Business Clients migrate to a fully digital environment.
KEY RESPONSIBILITES
Client:
Provides input into client data and business requirements and ensures that input from a user perspective is provided, informing solution and process design, ensuring delivery of what matters to customers and users.
Provides guidance on sustainable and efficient process and support capabilities required across all business and digital transformation initiatives.
Identifies process improvements through customer insights and idea generation so that they are lean and efficient
Identifies opportunities to add value to the client through the ecosystem methodology.
Collaborates with in country and Group partners on activities to grow the value for the Enterprise Banking clients in country.
Identifies client opportunities and problems through client facing business teams (Inbound and outbound), unpack the scenario and propose a plan / development to respond to the client need.
Shares regular benefit realisation and adoption results with stakeholders to ensure delivery of the expected business benefits.
Provides input at the go/no-go decision making forum for all EB deployments.
Creates an environment that allows for continuous improvement ideas based on lessons learnt.
Ensures that lessons learnt from scaling digitised solutions are effectively applied and shared and that there is continuous improvement of business readiness practices and approach.
Embeds Always-Secure i.e. proactive customer and bank security in all designs – Enterprise Channel stability – monitors IT dashboards and escalates when problems arise
Financial Management:
Provides input into defined business cases based on benefits informed by client data and business requirements.
Facilitates regular tracking and review of metrics across all channels in order to implement corrective actions in cases
where the system stability, data quality or utilisation result is not in line with expectations from both a customer experience and adoption perspective.
Tracks customer behaviour trends and anticipating future solution requirements.
Data:
In collaboration with the Head, Enterprise Banking (Country), Inbound team, ED Development team, Sectors and other partners in Group and country drive client insight and identify and execute on the data objectives in the different areas of Enterprise Direct.
Implements agreed data components to support the internal Enterprise Banking team with clear guidance and understanding of the Enterprise Banking client and channel insights to manage clients pro-actively and implement remedial actions where relevant (e.g. when a front end channel is unresponsive and clients cannot access banking services).
Implements clear client measurements to be implemented in country to create visibility the benefit created for clients.
Designs and builds benefit tracking dashboards for reporting and trend analysis across all products, services and new initiatives.
Informs the design of measurements for value impact – in both customer view (qualitative measure) and the client view (quantitative measure e.g. ROI etc.)
People:
Identifies current and potential employee skill requirements needed for the Enterprise Direct Enablement team.
With the support from BCC Human Capital function drives and delivers on the sustainable and career growth of the team
In collaboration with the Head, Enterprise Banking (Country) provides input into the appointment, skills development, performance management and rewards relating to the Enterprise Banking team in country.
Aligns clear training roadmaps with team and individual KPI’s within Enterprise Banking team.
Clarifies team roles, ensuring that clear Enterprise Banking targets are set and that resources are profiled and recruited accordingly.
Risk, Regulations, Prudential and compliance
Contributes to the development of the BCC Country Risk Framework and risk appetite for Enterprise Banking.
Highlights potential risk and compliance issues that may arise as a result of the various digitised solutions by engaging relevant risk committees.
Adheres to quality assurance standards.
Influences the update and revision of processes, policies and procedures to enable a multi-channel interface (e.g. KYC processes). Develops and introduces continuous improvements to the BI process in consultation with relevant stakeholders.
Prioritises the sequence of BI increments for implementation in consultation with relevant stakeholders in BCC Enablement (Group) team.
QUALIFICATIONS
First degree in Business, Commerce or Marketing
Qualifications in financial management, Psychology of Customer experience and behaviour will be considered. A post graduate qualification will be an advantage.
4-6 years Experience in working with Branch Based Bankers in driving business engagement through Training, Pipeline and activity Management
Apply via :
www.standardbank.com
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