Provincial Client Experience Manager

In the dynamic landscape of South African banking, Liberty, a prominent player within Standard Bank Group, is seeking a dedicated Provincial Client Experience Manager to be based in Cape Town. This pivotal role is instrumental in shaping and elevating the client experience across the Personal and Private Banking (PPB) South Africa value chain. The incumbent will champion the adoption of client experience standards, ensuring a seamless and client-centric approach from product development to service delivery.

About the Role

The core of this position lies in driving a client-led transformation within PPB SA. You will be responsible for embedding, refining, and continuously improving established client experience standards, frameworks, and operational rules. This involves a proactive approach to identifying pain points and opportunities within client journeys, simplifying processes, and ultimately enhancing the overall end-to-end client experience. Success will be measured by your ability to translate raw data and client feedback into tangible, impactful improvements that resonate with customer needs.

Furthermore, you will act as a catalyst for change, collaborating effectively across various departments, including Client Solutions, Digital, Operations, Fraud, and Risk. This cross-functional partnership is essential for the successful implementation of client experience initiatives and fostering consistent, high-quality execution. A keen understanding of risk, regulatory compliance, and legal frameworks pertinent to the banking sector is also a critical component of this role, ensuring all client experience outcomes are delivered within the established governance structures.

This role demands a strategic thinker with a hands-on approach to client experience enhancement. Your responsibilities will span several key areas:

• **Championing Client Experience Standards:** You will be the custodian of client experience best practices, ensuring they are not only implemented but also deeply embedded and continuously evolved across all relevant PPB SA business units. This includes establishing and maintaining robust business rules that guide service delivery.
• **Optimising Client Journeys:** A significant part of your function will involve meticulously analysing client interactions and identifying service gaps. You will then design and implement streamlined processes that simplify the client journey, making it more intuitive and satisfying from start to finish.
• **Leveraging Data and Insights:** The ability to derive actionable insights from diverse data sources is crucial. This involves translating client feedback, service trends, and operational data into concrete improvement plans that directly address identified areas for enhancement.
• **Leading Change and Collaboration:** You will be expected to build strong relationships and collaborate effectively with stakeholders across the entire value chain. This partnership is key to driving the adoption of new client experience initiatives and ensuring smooth, effective change management.
• **Ensuring Governance and Risk Compliance:** All client experience improvements must be implemented while strictly adhering to appropriate risk management, regulatory, and compliance requirements specific to the banking industry in South Africa.

What They're Looking For

Liberty is looking for a seasoned professional with a proven track record in driving client-centric strategies within a complex financial services environment. A relevant tertiary qualification, such as a Degree (NQF Level 7 or higher) in Banking, Business, Commerce, Customer Experience, or a closely related field, is a prerequisite.

In terms of experience, a minimum of five to seven years within a demanding service environment is essential. You should possess strong, demonstrable experience within the banking or broader financial services sector, underpinned by a solid understanding of financial products, operational processes, and the systems that support them. Prior experience specifically in client experience management, service improvement methodologies, and operational execution will be highly valued.

A deep comprehension of client-related legislation, coupled with an awareness of risk and regulatory requirements prevalent in the South African banking landscape, is non-negotiable. The successful candidate will also have a proven capacity to engage with a multitude of stakeholders, adeptly translating analytical insights into practical, client-focused improvements. Behavioural competencies such as strong communication, teamwork, strategic thinking, data interpretation, and a commitment to following procedures are also key to excelling in this role.

This role offers an exciting opportunity to contribute to a leading financial institution's commitment to client centricity. In South Africa, client experience management roles within large banks typically command competitive salaries, reflecting the strategic importance and required expertise. Career progression often leads to more senior management positions within customer experience, operations, or specific business units.

• Degree (NQF Level 7 or higher) in Banking, Business, Commerce, Customer Experience or a related field.

Minimum Experience:

• 5–7 years’ experience within a complex service environment.
• Strong experience within banking or financial services, with a sound understanding of products, processes and systems.
• Experience in client experience, service improvement and operational execution.
• Sound knowledge of client-related legislation, risk and regulatory requirements within a banking environment.
• Proven ability to work across multiple stakeholders and translate insights into practical client experience improvements.

Behavioural Competencies:

• Articulating Information and Team Working
• Developing Strategies and Providing Insights
• Directing People, Inviting Feedback and Resolving Conflict
• Examining Information, Interpreting Data and Making Decisions
• Following Procedures and Producing Output

Technical Competencies:

• Compliance and Risk Awareness
• Risk Identification and Risk Reporting
• Customer Reception and Channelling
• Product Knowledge