Manager, Customer Insights, Shyft and Standard Bank Securities

Standard Bank Group is seeking a dedicated Manager to spearhead Customer Insights for their SBG Securities and Shyft operations. This role is positioned at the intersection of client experience and operational efficiency, requiring a leader who can transform raw data and customer feedback into actionable insights that enhance service delivery.

Based in Johannesburg, this role is critical for maintaining the high standards of the Group’s digital and brokerage platforms. The successful candidate will navigate the complexities of financial market instruments while ensuring that client support remains proactive, compliant, and highly effective.

About the role

As the Manager of Customer Insights, you will be responsible for overseeing the operational side of customer interaction. This is not merely a reactive role; it involves deep-dive analysis into trends to ensure that service standards are not only met but consistently improved. You will lead a dedicated team, guiding them through complex escalations and ensuring that internal processes are optimised to reduce risk.

Your work will directly influence the broader strategy of SBG Securities and Shyft. By bridging the gap between front-line support and higher-level operational management, you will play a pivotal role in maintaining the bank’s reputation for excellence in the financial services sector.

The core of this position involves a blend of people leadership and technical analytical tasks. Your daily responsibilities will include:

• Leading and mentoring a team of professionals to ensure high performance and consistent quality in query resolution.
• Conducting rigorous root cause analysis on customer trends to identify systemic gaps and operational bottlenecks.
• Managing escalated queries with a high degree of composure, ensuring client satisfaction while adhering to strict regulatory and financial risk frameworks.
• Collaborating with diverse internal stakeholders to align client service strategies with the overarching goals of the financial services division.
• Driving continuous process improvements to boost productivity and enhance the overall user journey for Shyft and brokerage clients.
• Ensuring that all service activities comply with local financial market regulations and internal risk protocols.

What they're looking for

The ideal candidate brings a blend of technical financial knowledge and robust leadership experience. You should have a proven track record of navigating the nuances of a Broker or Financial Services Provider (FSP) environment.

• **Qualifications:** A National Diploma in a business or commerce-related field is required.
• **Experience:** You should possess 4–5 years of advanced experience in client services or support, specifically within an FSP or brokerage context.
• **Leadership:** At least 3–4 years of demonstrated experience in managing and developing high-performing teams.
• **Technical Acumen:** 1–2 years of experience identifying and mitigating financial, reputational, and regulatory risks.
• **Skills:** Proficiency in data analysis, a deep understanding of international financial markets, and the ability to articulate complex information clearly to stakeholders.

For applicants in South Africa, this role represents a significant step into middle management within the financial services sector. In the current market, roles of this nature typically command competitive packages that reflect the high level of responsibility regarding risk management and team leadership. This position offers a clear trajectory for those looking to move into senior operational or strategic business roles within a large banking group. Working with an institution like Standard Bank provides the benefit of exposure to global financial trends and established professional development structures, making it an excellent opportunity for those focused on long-term career growth in the FinTech and securities space.

Type of Qualification: National Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
1-2 years
Demonstrated experience identifying and understanding risk (financial, reputational, regulatory, credit and documentary risks) as it relates to various financial markets instruments and an understanding of the required reporting process.

3-4 years
Demonstrated ability to effectively lead and manage a team. Demonstrated ability to build constructive internal and external relationships to continuously improve the client experience.

4-5 years
Advanced general client services and / or support capability with advanced technical experience in a Broker and FSP environment. Experience in dealing with various stakeholders and managing their expectations. Demonstrated client services orientation with the ability to understand customer needs, resolve client queries and manage difficult and demanding customers.

Behavioural Competencies:

• Articulating Information
• Developing Strategies
• Directing People
• Embracing Change
• Interacting with People
• Inviting Feedback
• Making Decisions
• Resolving Conflict
• Showing Composure
• Team Working
• Understanding People
• Upholding Standards

Technical Competencies:

• Active Listening
• Client Servicing
• Data Analysis
• International Market Knowledge
• Product and Services Knowledge
• Query Resolution
• Root Cause Analysis
• Continuous Process Improvement