Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

We are seeking a highly skilled Consultant, Risk Execution to join our team in Johannesburg, South Africa. In this role, you will play a crucial part in monitoring and evaluating customer interactions through any channel or medium within the relevant Contact Centre for adherence to the Risk Execution frameworks. To gather all monitored information and compile into logical reports and provide analysed feedback to relevant stakeholders with the view to provide trends and insight on how to improve quality and proactively mitigate risks in their environment.

Analyse and associate external and internal Quality Management and Customer Experience Measurement Survey scores to provide business with improvement suggestions.Apply solutions relevant to the complexity, scope and magnitude of problems impacting on client service to frontline and coaches (e.g., identify problems while listening to calls and provide the improvement suggestions to the Contact Centre coaches.Conduct quality assurance evaluations (where relevant process audits and admin audits) on all call-centre staff to ensure set standards are maintained/developed regarding all client interactions in relation to Customer Experience and Technical Experience (Product, Systems and Process knowledge).Provide expert advice on regulatory compliance and industry best practices in risk managementEscalate serious offences to the Team Leader and Business Stakeholder based on the level of the client impact.Interpret and analyse data to produce reports that identify ways of optimising processes / technologies / people in an ongoing effort to eliminate recurring problems and improve client serviceMonitor staff interactions with clients and utilising an agreed template checking for risk and compliance, process and behaviour indicators as per agreed frequencies in line with the service, sales and risk management objectives of the Bank

QualificationsNQF 5 Banking qualification. 

Experience: 

Minimum of 5 years of experience in service and/or sales experience (e.g., Insurance Sales or Claims / Branch or Contact Centre.) with the relevant product knowledge. Previous Customer Call Centre experience is compulsory.Minimum 1-2 years Supervisory experience.Strong knowledge of risk management frameworks, methodologies, and best practicesExcellent project management skills with the ability to lead multiple engagements simultaneouslyOutstanding communication and presentation skills, with the ability to convey complex concepts to diverse audiencesIn-depth understanding of financial risk management principles and regulatory compliance requirementsProven track record of delivering high-impact risk management solutions to clientsAbility to work effectively in a fast-paced, collaborative environment and adapt to changing priorities

Additional Information

Behavioural Competencies:

Articulating InformationChecking ThingsDeveloping ExpertiseFollowing ProceduresInteracting with PeopleInterpreting DataManaging TasksMeeting TimescalesProviding InsightsTaking ActionTeam WorkingUpholding Standards

Technical Competencies:

Banking Process & ProceduresComplianceInsurance PrinciplesInsurance Products & ServicesProduct and Services KnowledgeProduct Related Systems (Consumer Banking)Risk Identification