Client Experience Manager

• Engages with L&D for Client Experience matters e.g. standards of client engagement and interactions implement updated training material to remediate any gaps identified.

• Entrench service culture through coaching and other relevant initiatives.

• Ensure superior client experience across all bank’s platforms and distribution channels.

• Investigate and monitors all processes to investigate methods of reducing hand offs between frontline, back office, and other business units as it relates to customer fraud related incidents.

• Manages and provides input into the weekly client experience communications including success stories and what did not work.

• Monitor the consequence management framework relevant to customer experience as it relates to fraud risk management.

• Monitors and reports on product and business rules negatively affecting client experience across as it relates to fraud risk management.

• Monitors audit findings, and regulatory fines because of regulatory breaches and manages execution of remediation.

• Monitors improvement or operational amendments required to Customer 1st end to end systems and processes for customer experience related matters.

• Monitors input into ensuring that all new initiatives implemented within the fraud risk management value chain resonate the focus on Customer Experience standards and frameworks (e.g., value proposition development, product, and feature development, etc.).

• Monitors new initiatives and amendments to existing processes through a robust change management process to ensure that client experience standards are upheld.

Qualifications
Degree in Business Commerce, Finance, Accounting, Marketing or relevant field of study.

Experience Required

3-5 years experience in all facets of the banking service environment and its associated products, processes, and systems.

Proven track record in high-level leadership within comparable organisations.

Exposure to product development, customer insights, and financial solutions.

Experience in sales and service.

Behavioural Competencies

• Developing tactics

• Directing People

• Embracing Change

• Empowering Individuals

• Establishing Rapport

• Generating Ideas

• Making Decisions

• Producing Output

• Showing Composure

• Team Working

• Valuing Individuals

Technical Competencies

• Customer Understanding (Personal and Private Banking)

• Product Knowledge (Personal & Private Banking)

• Financial Acumen

• Risk Management and Reporting

• Strategic Planning and Reporting