Standard Bank

611 job(s) at Standard Bank

Standard Bank Constantia, Western Cape, South Africa
Apr 04, 2020
Full Time
Job Details Retail & Business Banking Job Purpose Builds and develops resources and environments to enable the team to achieve its desired vision. Responsible for the facilitation of a team's outcomes. Facilitate the process of removing obstacles. Accountable for a team in a POR. The team consists of Cash roles - including Telling, BDC, Forex and ATM's (physical branch only) Key Responsibilities/Accountabilities Ensures that Cash Consultants attend to walk-in customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how). Ensures that Cash Consultants identify the authenticity of the customer in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer). Ensures that Cash Consultants take ownership of every cash demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Checks and releases (within limit) various products / service applications / transactions (e.g., telling, BDC, forex, etc.) Provides a general cash information service (e.g., telling, forex, ATM, etc.) Makes contact with customers to provide completed arrangements accurately and timeously (mainly for forex and bulk telling) Ensures that the correct procedures are adhered to for the handling and movement of cash assets in the branch. Ensures that the correct security procedures are adhered to when cash is delivered to/collected from relevant cash transit company (SBV) Orders and arranges clearing of surplus cash. Receives notes and specie from tellers to be lodged into treasury. Monitors cash trends and ensures cash holdings are within prescribed limits. Controls seals for bags used for cash clearances. Assists the controlling officer with surprise checks of tellers and ATMs Ensures that Cash Consultants understand the risks associated Preferred Qualification and Experience Minimum Qualifications: Diploma Field of study: Business Commerce 5-7 Years Previous branch banking experience in the front line (e.g., telling, forex, treasury functions). Understands the impact of exchange rates and EXCON regulations. Knowledge of the Retail Forex and New Deliver System (NDS) systems; retail and commercial exchange control rulings; retail and commercial foreign exchange products required for understanding the context of stated customer demands; foreign travel products and related banking procedures. Ability to apply accounting principles when calculating interest (local and foreign banks) and exchange rates. Knowledge of the procedures and the interdependencies of the various functions performed in the branch Manages a team to ensure effective delivery of objectives for the area. Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching. Addresses poor performance. Motivates team members and ensures that they receive recognition for work well done. Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them. Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed. Interviews and recruits new members of the team, including determining the appropriate salary with input from the Human Capital Business Partner. Creates workforce plans for the area to ensure that current and future business requirements can be met. Such plans should be revisited at least twice a year. Knowledge/Technical Skills/Expertise Customer Understanding Product Knowledge Application and Submission Verification Processing Customer Acceptance and Review Banking Process and Procedures Heart of Customer Experience Client Retention Customer and Client Focused Innovation Driving Delivery of Results Leading Courageously Inspiring Performance for Execution Growing Capability
Standard Bank Sea Point, Western Cape, South Africa
Apr 04, 2020
Full Time
Job Details Retail & Business Banking Job Purpose Builds and develops resources and environments to enable the team to achieve its desired vision. Responsible for the facilitation of a team's outcomes. Facilitate the process of removing obstacles. Accountable for a team in a POR. The team consists of Cash roles - including Telling, BDC, Forex and ATM's (physical branch only) Key Responsibilities/Accountabilities Ensures that Cash Consultants attend to walk-in customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how). Ensures that Cash Consultants identify the authenticity of the customer in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer). Ensures that Cash Consultants take ownership of every cash demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Checks and releases (within limit) various products / service applications / transactions (e.g., telling, BDC, forex, etc.) Provides a general cash information service (e.g., telling, forex, ATM, etc.) Makes contact with customers to provide completed arrangements accurately and timeously (mainly for forex and bulk telling) Ensures that the correct procedures are adhered to for the handling and movement of cash assets in the branch. Ensures that the correct security procedures are adhered to when cash is delivered to/collected from relevant cash transit company (SBV) Orders and arranges clearing of surplus cash. Receives notes and specie from tellers to be lodged into treasury. Monitors cash trends and ensures cash holdings are within prescribed limits. Controls seals for bags used for cash clearances. Assists the controlling officer with surprise checks of tellers and ATMs Ensures that Cash Consultants understand the risks associated Preferred Qualification and Experience Minimum Qualifications: Diploma Field of study: Business Commerce 5-7 Years Previous branch banking experience in the front line (e.g., telling, forex, treasury functions). Understands the impact of exchange rates and EXCON regulations. Knowledge of the Retail Forex and New Deliver System (NDS) systems; retail and commercial exchange control rulings; retail and commercial foreign exchange products required for understanding the context of stated customer demands; foreign travel products and related banking procedures. Ability to apply accounting principles when calculating interest (local and foreign banks) and exchange rates. Knowledge of the procedures and the interdependencies of the various functions performed in the branch Manages a team to ensure effective delivery of objectives for the area. Develops a high performing team by embedding the bank's performance process, regular performance feedback and coaching. Addresses poor performance. Motivates team members and ensures that they receive recognition for work well done. Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them. Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed. Interviews and recruits new members of the team, including determining the appropriate salary with input from the Human Capital Business Partner. Creates workforce plans for the area to ensure that current and future business requirements can be met. Such plans should be revisited at least twice a year. Knowledge/Technical Skills/Expertise Customer Understanding Product Knowledge Application and Submission Verification Processing Customer Acceptance and Review Banking Process and Procedures Heart of Customer Experience Client Retention Customer and Client Focused Innovation Driving Delivery of Results Leading Courageously Inspiring Performance for Execution Growing Capability
Standard Bank Cape Town, Western Cape, South Africa
Apr 04, 2020
Full Time
Job Details Risk Management: understanding all risks - from the economic to the political - that could affect our global business, and offering guidance to all parts of the bank Job Purpose To be responsible for performing risk assurance engagements in and across the organisation. This includes Debtor Reviews for Structured Working Capital Finance and Reviews on Complex Business Banking or Commercial Banking clients. Responsibilities include planning, execution and reporting on risk review assignments on clients of the bank as well as internal bank operations. The incumbent is an independent and objective risk management professional who provides valuable insights and reasonable assurance on the governance, risk management and internal control environments of both the bank and its clients. The role of the incumbent is to provide technical risk mitigating input and design on-going risk management measures pre- and post-credit origination on transactions that are complex in nature, have a high-aggregate exposure as well as those that are third party originated and managed on behalf of the bank (structured lending, leveraged finance, specialised asset finance, structured working capital finance). In addition, the incumbent will also perform the role of rolling out the governance strategy and plan for PBB SA Credit Risk Management by providing risk assurance services to internal stakeholders to ensure that the banks credit governance standards, policies and procedures have been adequately and effectively designed, documented, communicated, embedded and managed on an on-going basis. Key Responsibilities/Accountabilities Planning of risk assurance assignments: Undertake research on clients, sector and applicable deal aspects at credit origination as well as post credit granting. Perform and compile an assurance review planning document which includes a detailed analysis of the clients business and environment, key risks and mitigants, assurance scope and objectives and assignment timelines. Communicate professionally and confidently with executive and senior management of client companies (external CEOs, CFOs and Risk Managers) Communicate professionally and confidently with executive and senior management of the bank (Credit and Business Executives and Heads) Motivate assignment scope, timelines and objectives to CRA management for approval. Exercise prudence and effective resource allocation in terms of time and financial budget for travel and accommodation Execution of risk assurance assignments: Define assignment objectives and design appropriate test procedures and working papers. Define evidence gathering techniques to be used and applied Evaluate the governance structures, risk management practices and internal control environments of target entities for adequacy and effectiveness. Identify and raise risk breaches, control deficiencies and areas of improvement. Provide on-going status updates to all affected stakeholders. Execute on the testing within allocated and agreed timelines and financial budget. Provide practical recommendations to risk and control owners for process improvements and risk management enhancements. Based on a risk-based approach and nature of the evidence gathered and evaluated, conclude on the adequacy and effectiveness of target entities governance, risk management and internal control environments. Reporting of risk assurance assignments: Compile a draft assurance report of work performed and present to CRA management for review. Attend to all review notes raised and follow up on all identified gaps to minimise risk. Compile final assurance report and present to executive and senior management stakeholders for decision making. Monitoring of risk across portfolios: Perform on-going monitoring of broker and agents portfolio and follow up on the resolution of all open issues. Perform on-going monitoring of enterprise development schemes and follow up on the resolution of all open issues. Perform on-going monitoring of structured working capital finance portfolio and follow up on the resolution of all open issues. Perform on-going monitoring of non-standard and complex exposures and follow up on the resolution of all open issues. Provide input into risk monitoring committee meetings and drive action outcomes thereof. Perform follow up reviews and ad-hoc risk assurance assignments on existing exposures. Improve efficiency & effectiveness of operations: Perform on-going research and apply findings accordingly to improve efficient operations of CRA as well as enhanced strategic risk management for the bank. Perform Quality Assurance (QA) on the CRA work papers for planning, testing and reporting improve the credibility of the work that support credit and business decisions. Formulate Monthly, Quarterly and Annual QA reports for consideration by CRA Management in the reporting to Credit Executive Management and for annual planning initiatives and training requirements for the CRA team. Contribute to the consistent review of CRA and Debtor Review methodology, work papers, systems and other related tools to enhance efficiency and effectiveness of operations. Ensure data integrity with regard to information populated on the relevant systems and ensure corrective action where necessary. Ensure efficient and effective stakeholder relations: Proactively develop relationships with key external stakeholders, mainly key customers to ensure Standard Bank receives appropriate access and co-operation when required for purposes of risk assurance reviews. Build and develop relationships across various stakeholders in the bank with the intention of breaking down silos to maximise business growth. Hold primary relationship with clients and handle all aspects of client interaction including coordinating and execution of transactions. Preferred Qualification and Experience First Degree: Field of study: Finance and Accounting Preferred Qualification: CA (SA), CIA 5-7 Years Experience in Operational risk management within banking and enterprise risk management 5-7 Years Experience in Credit risk management. Credit life cycle 5-7 Years Experience in Regulatory and compliance risk management as it applies to banking as well as retail and wholesale customers of the bank. 3-4 Years experience in Internal auditing within the banking environment 1-2 Years Experience in Data Analytics Knowledge/Technical Skills/Expertise Management Accounting Financial Management Financial Accounting Financial Analysis Interpreting Financial Statements Written Communication Effective Business Communication Presentation Skills Understanding GAAP Risk/ Reward Thinking Risk Identification Financial statement analysis Risk Response Strategy Risk Measurement Risk Reporting Evaluating Risk Management Effectiveness Economic Capital Management Operational Audit Risk acceptance Operational Risk frameworks
Standard Bank Johannesburg, Gauteng, South Africa
Apr 04, 2020
Full Time
Job Details Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for an experienced Database Administrator to join our Infrastructure & Operations team at our Johannesburg offices. Standard Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for more than 150 years, and now spans 18 countries across the African continent. Job Purpose Perform deploy and operate work that pertains to Client Service Services Database operations (as specifically allocated by line management from time to time in order to achieve optimal work load distribution amongst job holders.) Key Responsibilities/Accountabilities The incumbent shall be accountable to perform the work as allocated that will pertain to one or more of the following Database deploy and operate processes: - Perform deployment work for projects on demand and in accordance with project schedules. - With respect to operational databases: Perform preventative and re-active (2nd and 3rd level) database maintenance and database administration and application support rocesses. Deploy database changes and additions. Maintain run books for databases maintenance and administration. Support database data backup and restore in cause of disaster recovery in accordance with the backup and restore regime. Perform DR exercises as directed by the BCM regime. - Resolve incidents and problems and escalate 3rd level support requirements to 3rd party support contractor(s) and coordinate support provision. Service restore shall satisfy service level agreements. - Maintain run books for databases administration and maintenance utilising deployment- and maintenance guides directives originating from Products & Services. - Interaction with the Product Owner and Solutions Architect to optimise and maintain SQL infrastructure service levels at a level that fully endorses GIT's service level agreements with its customers - Support Operational Controls processes (Audits, Risk and DR& BCM governance, business processes improvements, performance management, and finance and business management), supply requested information and implement corrective actions as applicable. Preferred Qualification and Experience Qualifications : National Senior Certificate A formal qualification (preferably vendor certified) in the use and administration of SQL databases. Experience : 5-8 years' experience in operation and administration of SQL databases, the SQL server application and hosted applications requirements. 1-2 years' experience in Development, Automating and Scripting using tools such as CHEF, PowerShell, Python, Visual Studio etc. Good understanding of the current state of IT Infrastructure, specifically pertaining to SQL technology for banking applications hosting. Good proficiency in Microsoft Office applications. Knowledge/Technical Skills/Expertise • Extensive knowledge and understanding of operational SQL databases and associated operating systems and a good understanding of the related banking business applications utilising SQL databases. Good knowledge and understanding of SQL from SQL 2016 down to SQL 2005. Good knowledge and understanding of Azure Cloud and/or AWS Cloud Services and offerings ood proficiency in Microsoft Office applications. Good Knowledge of GitHub and/or Jenkins Good Knowledge of the Chef automation tool Good Knowledge of DevOps and DevOps tools Good Knowledge of PowerShell and/or Python Good business writing and reporting skills. ITIL exposure. Scaled Agile Framework (SAFe 4.0) exposure Affinity for databases (relational, object) and related programming SQL knowledge. • Open Source Databases Exposure (PostgreSQL, MongoDB, Redis) advantageous
Standard Bank Constantia, Western Cape, South Africa
Apr 04, 2020
Full Time
Job Details Retail & Business Banking Job Purpose Builds and develops resources and environments to enable the team to achieve its desired vision. Responsible for the facilitation of a team's outcomes. Facilitate the process of removing obstacles. Accountable for a team in a POR and / a POR. The team consists of - Universal Bankers level 1 and / 2, and / 3 If team consists of Universal Bankers Level 1, then Team Leader is SBG09 If team has Universal Bankers level 2, then Team Leader is SBG09 If team has Universal Bankers level 3, then Team Leader is SBG10 Key Responsibilities/Accountabilities Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how). Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer). Takes customer demand to understand what matters to customers Enable a learning environment where the team(s) skills are matched to customer demands. Ensure that customers complaints are resolved effectively within the prescribed timelines. Ensures that the team(s) are appropriately reflected on the Bank's systems to enable the correct flow of work. Assists with customer escalations, complaints and queries. Create the ability to act on failure demand and resolve for repeat instances. Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement Minimised customer hand offs. Customer demand perfectly delivered without any ‘comebacks'. Endeavour to do only value work. Meet what matters to the customer (within laid-down policies and procedures). Improvement on capability of response. Highlighting and acting on areas of improvement. Effective people management (e.g., perform to grow, skills development, reward and recognition). Preferred Qualification and Experience FAIS Accredited qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 3-6 Years of experience in the Retail Banking front line Experience in Intermediary Services 1 year experience in the supervision and coaching of representatives rendering intermediary services Knowledge/Technical Skills/Expertise Customer Understanding Product Knowledge Application and Submission Verification Processing Customer Acceptance and Review Banking Process and Procedures Heart of Customer Experience Client Retention Customer and Client Focused Innovation Driving Delivery of Results Leading Courageously Inspiring Performance for Execution Growing Capability
Standard Bank Garden Route Mall, Western Cape, South Africa
Apr 04, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Rosebank, Gauteng, South Africa
Apr 04, 2020
Full Time
Job Details Finance: budgeting and forecasting, creating interim and annual financial statements, facilitating internal mergers and acquisitions, as well as dealing with analysts and investors. Job Purpose To manage the strategic delivery component of the Financial Process Integration team To act as senior Subject Matter Expert in ensuring the successful design and implementation of key financial processes, internal financial controls and financial reporting within PBB SA's core banking and financial reporting systems. This includes: Design and implementation of end to end financial processes as part of the various strategic change initiatives within PBB SA; Design and implementation of supporting internal financial controls as part of the various strategic change initiatives within PBB SA Design and implementation of financial reporting processes to support PBB's financial reporting requirements and strategy Key Responsibilities/Accountabilities Oversee the team to ensure that due consideration is given to the end to end design of PBB's financial processes for the areas within the role Support the team members in taking ownership for ensuring that adequate internal financial controls are designed and built into the end to end (From source to reporting) processes; Play the role of Senior Subject matter expert in engaging within the implementation teams to ensure adequate financial processes, internal financial controls and financial reporting processes are designed and implemented as part of the strategic change initiatives in PBB; Take responsibility for the support of identified financial processes, controls and supporting financial reporting processes to be implemented within the respective systems; Support the team to challenge existing processes, controls and reporting processes with the intent of rationalising, standardizing and simplifying existing processes; Working with the respective teams to ensure that identified key financial processes, internal financial controls and reporting requirements are implemented and operate as designed; Providing regular feedback to respective project stakeholders on the status of financial processes and internal financial controls; Working with project team members and stakeholders to mediate potential internal financial control design gaps and/or defects; Preferred Qualification and Experience An appropriate and recognised business qualification, e.g. BCom/BSc degree - CA(SA) preferable A minimum of 6 years experience in risk and controls in retail banking A minimum of 3 years experience in working with agile delivery teams in a scaled environment Knowledge/Technical Skills/Expertise Appropriate business experience: A comprehensive understanding of the basic business principles and objectives of the different businesses in banking, and a comprehensive understanding of the risk environment in which they operate An expert understanding of financial processes and controls A comprehensive understanding of SAP and SAP Core Banking (Nice to have) Industry norms and standards
Standard Bank Langeberg Mall, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty. Job Purpose Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific demands and then directing them to the appropriate department To maintain a high level of integrity and ethical standards. Key Responsibilities/Accountabilities Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department. Ensures that customers waiting to be assisted are attended to promptly. Ensures that all customers in the reception area are attended to. Be aware of to any irate or unhappy customers and intervene immediately. Ensures that customer complaints are brought to the attention of the relevant leader. Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate Preferred Qualification and Experience Non FAIS Role Qualification : National Certificate Preferred: Post-matric qualification is an added advantage 2 - 3 Years branch banking experience with exposure to customer service with exposure to customer service Experience in migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM's, Cellphone Banking, Shyft, SBG Mobile App etc. Knowledge/Technical Skills/Expertise Sound knowledge of laid-down policies and procedures relating to customer service Sound knowledge of banking products/services and the procedures underpinning them. Knowledge of the Code of Banking Practice. Knowledge of the new Delivery System as it relates to enquiries. Basic knowledge of the functions of the various departments within the branch. Attendance of relevant SBSA training courses, e.g. KYC, FAIS, communication. Knowledge of the Financial Advisory and Intermediary Services Act. Understanding and support of the bank's multi-channel environment.
Standard Bank Langeberg Mall, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Oudtshoorn, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Plettenberg Bay, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Knysna, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty. Job Purpose Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific demands and then directing them to the appropriate department To maintain a high level of integrity and ethical standards. Key Responsibilities/Accountabilities Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department. Ensures that customers waiting to be assisted are attended to promptly. Ensures that all customers in the reception area are attended to. Be aware of to any irate or unhappy customers and intervene immediately. Ensures that customer complaints are brought to the attention of the relevant leader. Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate Preferred Qualification and Experience Non FAIS Role Qualification : National Certificate Preferred: Post-matric qualification is an added advantage 2 - 3 Years branch banking experience with exposure to customer service with exposure to customer service Experience in migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM's, Cellphone Banking, Shyft, SBG Mobile App etc. Knowledge/Technical Skills/Expertise Sound knowledge of laid-down policies and procedures relating to customer service Sound knowledge of banking products/services and the procedures underpinning them. Knowledge of the Code of Banking Practice. Knowledge of the new Delivery System as it relates to enquiries. Basic knowledge of the functions of the various departments within the branch. Attendance of relevant SBSA training courses, e.g. KYC, FAIS, communication. Knowledge of the Financial Advisory and Intermediary Services Act. Understanding and support of the bank's multi-channel environment.
Standard Bank Garden Route Mall, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Mossel Bay, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty. Job Purpose Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific demands and then directing them to the appropriate department To maintain a high level of integrity and ethical standards. Key Responsibilities/Accountabilities Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department. Ensures that customers waiting to be assisted are attended to promptly. Ensures that all customers in the reception area are attended to. Be aware of to any irate or unhappy customers and intervene immediately. Ensures that customer complaints are brought to the attention of the relevant leader. Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate Preferred Qualification and Experience Non FAIS Role Qualification : National Certificate Preferred: Post-matric qualification is an added advantage 2 - 3 Years branch banking experience with exposure to customer service with exposure to customer service Experience in migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM's, Cellphone Banking, Shyft, SBG Mobile App etc. Knowledge/Technical Skills/Expertise Sound knowledge of laid-down policies and procedures relating to customer service Sound knowledge of banking products/services and the procedures underpinning them. Knowledge of the Code of Banking Practice. Knowledge of the new Delivery System as it relates to enquiries. Basic knowledge of the functions of the various departments within the branch. Attendance of relevant SBSA training courses, e.g. KYC, FAIS, communication. Knowledge of the Financial Advisory and Intermediary Services Act. Understanding and support of the bank's multi-channel environment.
Standard Bank Garden Route Mall, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose Builds and develops resources and environments to enable the team to achieve its desired vision. Responsible for the facilitation of a team's outcomes. Facilitate the process of removing obstacles. Accountable for a team in a POR and / a POR. The team consists of - Universal Bankers level 1 and / 2, and / 3 If team consists of Universal Bankers Level 1, then Team Leader is SBG09 If team has Universal Bankers level 2, then Team Leader is SBG09 If team has Universal Bankers level 3, then Team Leader is SBG10 Key Responsibilities/Accountabilities Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how). Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer). Takes customer demand to understand what matters to customers Enable a learning environment where the team(s) skills are matched to customer demands. Ensure that customers complaints are resolved effectively within the prescribed timelines. Ensures that the team(s) are appropriately reflected on the Bank's systems to enable the correct flow of work. Assists with customer escalations, complaints and queries. Create the ability to act on failure demand and resolve for repeat instances. Act on the data to improve Capability of Response, delivery of what matters and eradicate failure demand through team engagement Minimised customer hand offs. Customer demand perfectly delivered without any ‘comebacks'. Endeavour to do only value work. Meet what matters to the customer (within laid-down policies and procedures). Improvement on capability of response. Highlighting and acting on areas of improvement. Effective people management (e.g., perform to grow, skills development, reward and recognition). Preferred Qualification and Experience FAIS Accredited qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 3-6 Years of experience in the Retail Banking front line Experience in Intermediary Services 1 year experience in the supervision and coaching of representatives rendering intermediary services Knowledge/Technical Skills/Expertise Customer Understanding Product Knowledge Application and Submission Verification Processing Customer Acceptance and Review Banking Process and Procedures Heart of Customer Experience Client Retention Customer and Client Focused Innovation Driving Delivery of Results Leading Courageously Inspiring Performance for Execution Growing Capability
Standard Bank Worcester, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Knysna, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank George, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Retail & Business Banking Job Purpose To take demand (in branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters. To drive customer service excellence in order to add value and contribute to the overall profitability of the branch. To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand. Key Responsibilities/Accountabilities Determine personal customer demand: Engages with customers in order to understand what matters to the customer and deliver against those demands. Validates the customer's regulatory status (e.g., KYC, POPI, etc.). Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons. Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible - updates relevant systems with history notes as applicable. Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand. Deals with customer enquiries, ranging from product questions to customer account activities. Deliver on personal customer demand - general customer banking demands: Links / de-links accounts to Cards according to laid down procedures. Orders replacement credit / debit cards from Card Division upon customer request. Attends to limit increases or decreases of Master Card limits, as per customer demand. Processes fixed savings account transactions. Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment). Amends EAP beneficiaries. Processes value and non-value transactions. Processes transactional limits on ATM / credit cards. Ensures that all new service requests (queries and complaints) are logged correctly. Ensures that service requests in personal work list are actioned within agreed timelines. Educates customers on self-service / IVR functionality (e.g., PIN over IVR). Issues cheque books, cards and Personal Identification Number (PIN) codes. Attends to requests and provides Collect statements to customers. Issues deposit books to customers. Issues unpaid cheques for collection when customers call to collect. Deliver on customer demand - account opening (personal customers only): Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing. Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.). Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.). Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice. Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities. Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation. Understands a customer's conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. Drive demand generation opportunities: In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. Information collation, analysis and reporting: Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas. Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department. Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams. Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system. Work in self-managed teams: Adheres to the purpose and team principles (i.e. holding each other accountable). Adheres to and adopts new methods within the work. Successful delivery of outputs would be measured as follows: Delivers against what matters to the customer (within laid-down policies and procedures). Value vs failure demand (improvement in ratio of value demand versus failure demand). Improvement of capability of response. Customer demand perfectly delivered without any ‘comebacks' (e.g., one-and-done; reduced abandonment rates). Customer satisfaction rating. Minimised customer hand offs. Highlighting, acting and adhering to areas of improvement. Work force schedule adherence. Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor. Increased growth in profitability. Achievement of specified technical competencies required for level 1. Preferred Qualification and Experience Fais Accredited Qualification Post-matric qualification (Diploma/Degree) - NQF 5 and Above 1-2 years Personal and Business Banking Knowledge/Technical Skills/Expertise As detailed above
Standard Bank Garden Route Mall, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty. Job Purpose Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific demands and then directing them to the appropriate department To maintain a high level of integrity and ethical standards. Key Responsibilities/Accountabilities Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department. Ensures that customers waiting to be assisted are attended to promptly. Ensures that all customers in the reception area are attended to. Be aware of to any irate or unhappy customers and intervene immediately. Ensures that customer complaints are brought to the attention of the relevant leader. Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate Preferred Qualification and Experience Non FAIS Role Qualification : National Certificate Preferred: Post-matric qualification is an added advantage 2 - 3 Years branch banking experience with exposure to customer service with exposure to customer service Experience in migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM's, Cellphone Banking, Shyft, SBG Mobile App etc. Knowledge/Technical Skills/Expertise Sound knowledge of laid-down policies and procedures relating to customer service Sound knowledge of banking products/services and the procedures underpinning them. Knowledge of the Code of Banking Practice. Knowledge of the new Delivery System as it relates to enquiries. Basic knowledge of the functions of the various departments within the branch. Attendance of relevant SBSA training courses, e.g. KYC, FAIS, communication. Knowledge of the Financial Advisory and Intermediary Services Act. Understanding and support of the bank's multi-channel environment.
Standard Bank George, Western Cape, South Africa
Apr 03, 2020
Full Time
Job Details Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty. Job Purpose Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific demands and then directing them to the appropriate department To maintain a high level of integrity and ethical standards. Key Responsibilities/Accountabilities Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department. Ensures that customers waiting to be assisted are attended to promptly. Ensures that all customers in the reception area are attended to. Be aware of to any irate or unhappy customers and intervene immediately. Ensures that customer complaints are brought to the attention of the relevant leader. Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate Preferred Qualification and Experience Non FAIS Role Qualification : National Certificate Preferred: Post-matric qualification is an added advantage 2 - 3 Years branch banking experience with exposure to customer service with exposure to customer service Experience in migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM's, Cellphone Banking, Shyft, SBG Mobile App etc. Knowledge/Technical Skills/Expertise Sound knowledge of laid-down policies and procedures relating to customer service Sound knowledge of banking products/services and the procedures underpinning them. Knowledge of the Code of Banking Practice. Knowledge of the new Delivery System as it relates to enquiries. Basic knowledge of the functions of the various departments within the branch. Attendance of relevant SBSA training courses, e.g. KYC, FAIS, communication. Knowledge of the Financial Advisory and Intermediary Services Act. Understanding and support of the bank's multi-channel environment.