Standard Bank Offshore is the offshore arm of the Standard Bank Group, a leading Africa focused financial services group, and an innovative player on the global stage. Our international Banking, Lending, Investment, Fiduciary and Wealth Management services 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 and SBO is perfectly positioned to support the growth of our organisation from our office in the Isle of Man, Jersey, London, MAUs and South Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job DescriptionNOTE: This role is not open to Relocation or Sponsorship. Isle of Man residents are eligible to apply.
To lead and manage a team of consultants for the successful resolution of general customer complaints received in the Customer Complaint Resolution Centre (CCRC) that can be resolved on a one-and-done basis. To restore customer satisfaction and trust in the bank, retain customers and minimise reputational risk.
QualificationsType of Qualification: First Degree
Field of Study: Business Commerce
Minimum Qualification:
- First Degree in Business Commerce
Experience Required :
- 3 - 4 years experience
- Experience in managing customer complaints. Understands customer pain points and how to resolve a matter to the customer’s satisfaction. Experience within financial services’ operations, understands distribution channels, products, processes and systems.
Key Outputs :
- Adhere to Business Continuity Management (BCM) plans applicable to the area.
- Adhere to control structures to manage risk when dealing with customers telephonically or in writing, especially when committing the bank to a resolution or outcome that has monetary value or high-risk exposure component.
- Enable integrated ways of working and collaboration across the value chain to deliver for the client.
- Ensure that all complaints are handled according to the Code of Banking Practice terms of reference and within the National Credit Act guidelines and Treating customers fairly principles.
- Ensure that all service demand that is Financial Advisory and Intermediary Services Act (No 37 of 2002) related is referred to an accredited representative, and therefore giving any advice or intermediary service to a customer in terms of a financial product, as determined by the Act is prohibited.
Additional Information
Behavioural Competencies:
- Following Procedures
- Taking Action
- Directing People
- Team Working
- Upholding Standards
- Providing Insights
Technical Competencies:
- Active Listening
- Customer Reception and Channelling
- Difficult Calls Management
- Electronic Communications & Devices
- Product and Services Knowledge
- Query Resolution
- Telephone Caller Handling
#SBO
Skills Required
- First Degree in Business Commerce
- 3-4 years' experience managing customer complaints
- Experience within financial services operations, knowledge of distribution channels, products, processes and systems
- Knowledge of Code of Banking Practice, National Credit Act and Treating Customers Fairly principles
- Adherence to Business Continuity Management and internal control structures when resolving complaints
- Ability to refer Financial Advisory and Intermediary Services (FAIS) related matters to accredited representatives
- Behavioural competencies: Following Procedures, Taking Action, Directing People, Team Working, Upholding Standards, Providing Insights
- Technical competencies: Active Listening, Difficult Calls Management, Electronic Communications, Product and Services Knowledge, Query Resolution, Telephone Handling
- Isle of Man resident eligible to apply; role not open to relocation or sponsorship
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.
-
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.
-
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.
-
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.
