Job Purpose
- To drive and manage the profitable delivery of a proactive, value adding sales, solution and service platform through digital channels in order to grow and retain high-value business.
- To leverage and optimise resource capacity and market potential within the Business Centre.
- To manage operational risk for PBB channels within the regulatory and compliance framework of the Bank.
- To maximise PBB growth, retention and profitability targets for the Digital Channels.
- Strategic project planning, process design, solution testing management, solution approval, stakeholder management and overall governance of PBB Digital Channels
- Monitor and manage the performance of PBB digital channels as determined by customer value propositions, the competitive environment and business strategy
Key Responsibilities/Accountabilities
- Lead efforts to analyse, design and document requirements for new solutions and enhancements to existing solutions.
- Review and prepare requirements, specifications, business processes and recommendations related to proposed solution in coordination with channel managers.
- Responsible for creating/ updating documents required as part of the business process life-cycle (Statements of Work, business requirements, Product Descriptions, User Acceptance Testing test scripts, Use Case and process documents, etc.).
- Obtain stakeholder buy-in for proposed digital solutions – business case & presentation preparations, NPC (New Products Committee, Head PBB, etc.) approvals, stakeholder engagement.
- Ensure the highest level of user experience in all Digital Channels.
- Deliver integrated banking applications/ solutions with a key focus on self-service with rich engagement and supported by strong functionality
- Define optimal processes of all existing and proposed digital channels solutions.
- Define test conditions.
- Develop accurate and complete test plans.
- Ensures testing issues are identified, tracked, reported on and resolved in a timely manner.
- Works with channel owners to identify required changes.
- Communicates required changes to development team.
- Identifies and documents process deficiencies and recommends solutions.
- Monitor and manage (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within PBB.
- Performs a proactive liaison role between relevant stakeholders in CCC, Product, and Operations Shared Services (OSS) to ensure customer service expectations are fully met.
- Interact frequently and closely with Account Executives to analyse and establish portfolio needs and service gaps.
- Ensure migration of customers to appropriate value propositions.
- Manage and resolve complaints escalated by customers.
- Ensure regular engagements with customers as per the Customer Relationship Management (CRM) strategy.
- Monitor the governance within the Digital Channels to ensure adherence to record-keeping requirements, as outlined by Financial Advisory and Intermediary Services (FAIS) and the Financial Intelligence Centre Act (FICA).
- Ensure that the business centre is compliant to all applicable legislative requirements (e.g.., National Credit Act; Companies Act; Consumer Protection Act; etc.).
- Ensure the adherence to all internal risk-related policies and guidelines.
- Ensure the effective selection of project teams by matching the skills and competencies to the requirements of the job.
- Ensure skills assessments and competency-based training takes place as and when required for staff.
- Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
- Takes personal responsibility for coaching and mentoring others (roadshows, connect sessions, etc)
- Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all members of the project team.
- Promotes a culture where the values of the Bank are seen to be ‘alive’.
- Develop and maintain an open communication channel with supports staff to foster greater co-operation and teamwork.
- Monitor and manage the performance and development of project team members.
Preferred Qualification and Experience
- Degree in Information Technology or related field.
- Driver’s Licence
- Experience in project management and budgeting.
- Experience in customer relationship management
- Experience in budgeting, forecasting, cost control, reporting and sales/marketing management.
Knowledge/Technical Skills/Expertise
- Knowledge and understanding of the features, benefits and value propositions for all Business Banking segments and Standard Bank Group Company product and service offerings.
- Knowledge and understanding of the principles and practices of business economics and the current business economic environment.
- Knowledge and understanding of the project management life cycle
- Knowledge and understanding of generic sales principles and practices to manage and optimise retention and growth within the PBB.
- Knowledge of general banking practices and procedures.
- Knowledge of multi-level products available to Standard Lesotho bank customers and pricing structures.
- Knowledge of competitor product offerings, channels and operational and marketing tactics.
- Understanding how to extract and apply information to the CRM (customer relationship management) strategy (extraction and monitoring of the call reports and customer value chain analysis).
Apply here!