Client Experience II
Job Functions
Act as a primary point of contact for
client requests, queries and complaints for own portfolio and support of SBGS’
customer channels (including Stanbic Bank Kenya Limited, third-party agents of
SBGS and digital channels). Act as a SME and assist in the resolution of more
complex problems.
Act as a single point of contact for
the provision of prompt, accurate and consistent service to low, medium and
high touch SBGS clients, to enable seamless service delivery and a consistent
client experience.
Adhere to SBGS’ risk policies,
procedures, documentation and authorisation limits corresponding to relevant
platforms, in order to ensure compliance with SBGS’s risk and regulatory frameworks.
Analyse and monitor key indicators
that add value to a client’s experience to identify trends of overall team and
client performance against set targets and objectives.
Analyse daily activity across channels
to identify trends and opportunities to adjust spreads and manage pricing in
collaboration with the data team to optimise flows and revenue across digital
sales business. Promote the use of self-service tools with clients to achieve
digital targets.
Assist with the preparation of client
insights reports timeously and accurately, as per requirements, policies and
quality standards to enable better decision making.
Collect and analyse client feedback
and develop timely management reports to ensure that client needs and
profitability targets are met.
Conduct platform reviews, analyse
platform penetration and year-on-year revenue and turnover variances to provide
information to support team members to manage client retention.
Contribute to monitoring financial
performance against budgets and provide input into expenditure and variance
reporting.
Coordinate and organise the collection
of all necessary onboarding documentation and ensure the acquisition of the
required approvals in order to process sales in a timely manner within the
approved policies and guidelines.
Follow all applicable processes,
procedures and working instructions, so that work is carried out in a
controlled and consistent manner and all relevant procedural / legislative
requirements are fulfilled while delivering a quality, cost-effective service,
and while mitigating operational and reputational risk.
Identify and assess cross-sell
opportunities to notify the relevant stakeholders to capitalise on the
opportunity.
Identify and escalate innovation and
improvement opportunities from internal and external sources to improve client
experience.
Identify and escalate reoccurring
client incidents and recommend opportunities to improve client service
delivery. Participate in the implementation of actions to improve client
service levels.
Identify and recommend opportunities
that contribute towards the ongoing management and improvement of the
platform(s) and platform tools to enable clients to connect across the
ecosystem to access and consume products and services with speed and security.
Identify and record behavioural client
insights to recommend product and platform enhancements, to assist sales and
product teams in identifying client opportunities through client experience and
identify continuous client friction points in maintaining client experience.
Identify cross-sell opportunities and
notify the relevant stakeholders to ensure the opportunity is capitalised upon
and the client request is addressed.
Inform Team Lead of all risk incidents
and log incident reports to ensure that proper corrective and preventative
actions are put in place. Escalate any irregularities to Team Leader / Line
Manager and or Compliance Risk Officer as appropriate.
Maintain and grow client relationships
for own portfolio and build a foundation of trust by demonstrating in-depth
knowledge of the market related to competitors, products and services, to
better advise clients on the best suited platforms.
Maintain awareness of anticipated
costs and revenue and recommend actions to address unsatisfactory performance.
Maintain up to date knowledge of
various SBGS platforms and products, including their capabilities,
functionality and their application. Use this knowledge to accurately and
effectively onboard, train and manage clients’ experience.
Monitor and analyse key indicators
that add value to the client’s experience to generate relevant information and
insights to inform product and platform enhancements as well as continuous
improvement in CE service delivery.
Monitor and report on business
performance metrics, conduct platform reviews, analyse platform penetration and
turnover variances, to manage client retention.
Offer remote training to low, medium
and high touch clients on the use and application of different products and
platforms, including platform navigation and enhancements, to optimise CE and
maximise platform utilisation, in line with defined KPIs.
Own, build and maintain an ongoing relationship with clients and interface with sales, product and digital teams on a regular basis to understand low, medium and high touch client needs and requirements and ensure consistent delivery against Service Level Agreements (SLAs) with Sales, Product and SBGS digital teams.
Partner with SBGS Digital to obtain
alignment and approvals from relevant stakeholders for incremental platform
enhancements in line with SBGS digital strategy and regulatory standards.
Provide input into the development of
CE educational materials, based on insights gained from client engagements.
Provide input into the development of
CE marketing and content distribution, based on insights gained from client
engagements across segments and marketing channels, products, services and
platforms.
Provide input into the development of
Client Experience Roadmap and annual Plans to achieve the SBGS annual
objectives.
Provide training and on the job
guidance to new team members to build capability and enhance skills to perform
day-to-day duties.
Receive and log sales incidents (i.e.
requests, inquiries and complaints) from Team Lead, Clients and / or other
internal stakeholders and resolve incidents through the correct channels as per
standard operating procedures (SOPs).
Receive instructions to amend and
execute transactions across different SBGS platforms on behalf of
clients. Follow the required standard operating procedure (SOP) to
acquire approvals to execute the transaction in a timely manner and within
approved policies and guidelines.
Support the achievement of strategic
objectives, to grow the Global Markets business, optimise platform utilisation
and deliver a superior client experience to optimise SBGS revenue.
Troubleshoot and investigate the root
cause of client incidents to provide clients with the necessary resolution
(e.g. training, navigation support or product information). Where required,
direct incidents to the correct channel for resolution, as per standard
operating procedures (SOPs).
Understand the implications of
technological changes to the client experience.
Minimum Qualifications
A Bachelors’ Degree in Finance, Actuarial Science, Business/Commerce, Economics
or a relevant field of study
Professional
Certifications:
Chartered Institute for Securities & Investment
(CISI), and Institute of Certified Investment and Financial Analysts (ICIFA)
certifications
Experience Required
Macro Generic
Global Markets Client Experience
1-2 years
Strong knowledge of relevant asset classes, products and services, client
sectors, market trends and competitor awareness in the region, in addition to
the risk and regulatory environment. Deep understanding in specialist area.
3-4 years
Good knowledge and experience of digital transformation and CRM platforms and
capabilities along with working insights within the technology environment,
with domain expertise from a channel and platform perspective. Good
understanding of products and channel capabilities within Financial Services,
acquired through experience in a client facing role such as in Operations,
Services or Client Experience.
How to Apply
