Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description• Engages with L&D for Client Experience matters e.g. standards of client engagement and interactions implement updated training material to remediate any gaps identified.
• Entrench service culture through coaching and other relevant initiatives.
• Ensure superior client experience across all bank’s platforms and distribution channels.
• Investigate and monitors all processes to investigate methods of reducing hand offs between frontline, back office, and other business units as it relates to customer fraud related incidents.
• Manages and provides input into the weekly client experience communications including success stories and what did not work.
• Monitor the consequence management framework relevant to customer experience as it relates to fraud risk management.
• Monitors and reports on product and business rules negatively affecting client experience across as it relates to fraud risk management.
• Monitors audit findings, and regulatory fines because of regulatory breaches and manages execution of remediation.
• Monitors improvement or operational amendments required to Customer 1st end to end systems and processes for customer experience related matters.
• Monitors input into ensuring that all new initiatives implemented within the fraud risk management value chain resonate the focus on Customer Experience standards and frameworks (e.g., value proposition development, product, and feature development, etc.).
• Monitors new initiatives and amendments to existing processes through a robust change management process to ensure that client experience standards are upheld.
QualificationsQualifications
Degree in Business Commerce, Finance, Accounting, Marketing or relevant field of study.
Experience Required
3-5 years experience in all facets of the banking service environment and its associated products, processes, and systems.
Proven track record in high-level leadership within comparable organisations.
Exposure to product development, customer insights, and financial solutions.
Experience in sales and service.
Additional InformationBehavioural Competencies
• Developing tactics
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Making Decisions
• Producing Output
• Showing Composure
• Team Working
• Valuing Individuals
Technical Competencies
• Customer Understanding (Personal and Private Banking)
• Product Knowledge (Personal & Private Banking)
• Financial Acumen
• Risk Management and Reporting
• Strategic Planning and Reporting
Skills Required
- Degree in Business Commerce, Finance, Accounting, Marketing or relevant field
- 3-5 years experience in banking service environment with associated products, processes, and systems
- Proven track record in high-level leadership within comparable organisations
- Exposure to product development, customer insights, and financial solutions
- Experience in sales and service
- Experience with fraud risk management, audit finding remediation, and regulatory compliance
Standard Bank Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Standard Bank Group and has not been reviewed or approved by Standard Bank Group.
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Leave & Time Off Breadth — Leave options span vacation, study, parental, compassionate/family responsibility, sick/short‑term incapacity, sabbatical, recognition and optional unpaid leave, subject to country practices. This breadth provides flexibility to manage family, study, health, and rest needs.
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Healthcare Strength — Core protection includes medical cover and death/incapacity insurance, with many markets offering permanent health insurance and optional life/funeral or gap‑cover add‑ons. Wellness and counselling programs further strengthen day‑to‑day health support.
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Fair & Transparent Compensation — Formal remuneration materials emphasize equal pay for work of equal value, structured market alignment, and pay‑equity analyses alongside clawback/forfeiture provisions. This governance signals predictable, fairness‑oriented pay practices.
Standard Bank Group Insights
What We Do
As a brand with a legacy of 161 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa. With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner. As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
