The role is purely Strategic and influential: Align client experience in and accross african countriesIdentifying High Risk processes and aligning on gaps and key themes taking into account the country nuances (e.g regulatory and compliance considerationsUnpacking and comunicating best practices accross all marketsbridging the communication gap between SA and AR in order to bproactively enhance the client experiencemonitor the cost caontainment efforst, including headcount allocation and capacity managementDrive campaigns to ensure migration of AR clients on to the digital platforms availableDrive campaign to aid in the War on Manual Queriesencourage the completion of the Ops Future ready syllabus

Responsibilities include:• Articulate the financial institutions & multinational sector strategy and execution thereof with a team of 40+ staff members. The teams include Bank Sector, Non-Bank Financial Institutions, Investor Services & the Top 50 Multinational corporates. • Create a stable environment by ensuring that robust procedures and controls are in place to reduce risk to the Bank while maximizing on service delivery.• Implement initiatives to improve customer satisfaction ratings for the team• Engage in the business customer value proposition initiatives and ensure alignment to these requirements• Run with ad hoc projects as allocated by the Head: Client Services, GSS Operations• To manage strategic projects within the area• To optimize Services operations resources to achieve business objectives in line with CIB Operations and Standard Bank’s strategy and the bank’s vision and values• Day-to-day service delivery to Corporate and Investment Banking clients on agreed product set.• Drive a service culture• Ensure SLA requirements are met• Meet strategic objectives• Transformation• Obtain and maintain ISO 9001 Certification• Take on additional processes where feasible and makes economic sense• Implement suitable systems