Consultant

Consultant

22 Nov
|
Standard Bank
|
City of Johannesburg

22 Nov

Standard Bank

City of Johannesburg

Overview



Job ID:



51715



Job Sector:



Facilities Services



Country:



South Africa



Region/State/Province/District:



Gauteng



Location:



Johannesburg



Job Details



Private & Business Banking



Job Purpose



To analyse and interpret all customer service failures logged across Personal and Business Banking South Africa (PBB SA) in order to understand its origin and put measures in place to prevent reoccurrences.

To conduct root cause analysis on customer service failures across PBB SA to identify problem areas that require further investigations and where necessary make the relevant recommendations



Key Responsibilities/Accountabilities



Data











- Analyse the ‘as is’ data within Customer Channels from the relevant repositories (Customer 1st).

- Engages and conducts meetings with various internal stakeholders (e.g. Product owners, Business Unit Managers) to gather reporting and analysis requirements regarding customer complaints within PBBSA.

- Presents the findings based on analysis to the relevant internal stakeholders.

- Produces the required reports to relevant stakeholders according to the agreed timelines.

- Provides continuous improvement support for the Voice branch in the execution of their assigned projects.

- Supports the leadership in Voice Branch in converting quick wins into draft business case detailing root causes of customer complaints.

- Providing root cause analysis for relevant stakeholders of customer queries and complaints.

- Identifies process optimisation opportunities and related benefits.

- Provides input on all proposals relating to reduction of number of customer complaints.

- Provides input to other root cause initiatives where required (identify break down in process, provide relevant data etc.



Client





- Identifies problem areas generating high value or high impact customer complaints or exposure to reputational risk.

- Receives requests from internal stakeholder to investigate on problem areas generating high value or high impact complaints and provides root-cause analysis within agrees timelines.

- Gathers information from stakeholders across PBBSA to understand problem areas, investigates underlying causes for customer complaints and reports on findings.

- Provides recommendations to stakeholders based on the information gathered and investigated.

- Ensures effective change management and adoption of projects initiatives.

- Performs root cause analysis on processes running outside design limits and provide recommendations to the leaders in the Voice Branch.

- Performs root cause analysis on processes, people, systems, products etc. resulting in customer dissatisfaction and provide recommendations to management and ultimately PBB Exco on recommended actions to be taken.

- Adhere to policies, procedures, governance and regulations.

- Complete all compliance training within laid down timelines.

- Knowledge and application of techniques that can be applied to determine the cause of process or control failures



Risk, Regulatory, Prudential & Compliance





- Protects customer information by following all compliance processes and relevant legislation.

- Enforces the adherence to all operational processes to avoid reputational and financial losses.

- Reports all unlawful or suspicious activity to Management or the Fraud Desk.

- Complies with all risk and compliance training and assessments.





Preferred Qualification and Experience



First Degree: Business Commerce



Experience in data management principles, methodology and tools. Experience within financial services’ operations, distribution channels, products, processes and systems and how this relates to customer experience. Exposure to governance and regulatory matters as it relates to data and customer service.



Knowledge/Technical Skills/Expertise



Label: Root Cause Analysis

Competency Description: Knowledge and application of techniques that can be applied to determine the cause of process or control failures.

Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others



Communication Skills

Competency Description: Ability to express ideas by means of clear and effective writing, in order to support professional communication internally within the Bank and externally.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 3

Competency Label: Continuous Process Improvement

Competency Description: The ability to review existing processes with the view to find better ways to execute tasks on a continuous basis.

Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Technical competency 4

Competency Label: Data Management

Competency Description: The ability to effectively and efficiently manage business related data in an accurate manner, through the application of various technologies

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 5

Competency Label: Customer Understanding

Competency Description: The ability to analyse customer needs by engaging with them, analysing their business objectives and their financial position.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required



PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to [email protected]

Solar PV Technical Project Manager

Solar PV Technical Project Manager

Minimum Requirements: - Degree level qualifications and design/development/construction experience in solar PV projects. - Demonstrable experience of project management of PV projects, either as developer or consultant. - Excellent IT skills p [...]
City of Johannesburg
29 Nov
    City of Johannesburg
    29 Nov

Solar CSP Project Manager

Solar CSP Project Manager

Minimum Requirements - Degree level qualifications in engineering or similar technical subject. - Demonstrable experience of project management of solar CSP projects, either as Developer or Consultant. - Experience with project financing and/ [...]
City of Johannesburg
29 Nov
    City of Johannesburg
    29 Nov

Senior Consultant

Senior Consultant

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Science Travel Percentage : 25% Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportu [...]
City of Johannesburg
29 Nov
    City of Johannesburg
    29 Nov

Senior Onshore Wind Project Manager

Senior Onshore Wind Project Manager

Minimum Requirements - Degree level qualifications in engineering or similar technical subject. - Demonstrable experience of project management of onshore wind projects, either as developer or consultant. - Excellent IT skills particularly MS [...]
City of Johannesburg
29 Nov
    City of Johannesburg
    29 Nov