Provincial Client Experience Manager

Job Facts

Minimum Requirements

• Degree (NQF Level 7 or higher) in Banking, Business, Commerce, Customer Experience or a related field.
• 5–7 years’ experience within a complex service environment.
• Strong experience within banking or financial services, with a sound understanding of products, processes and systems.
• in client experience, service improvement and operational execution.
• Sound knowledge of client-related legislation, risk and regulatory requirements within a banking environment.
• Proven ability to work across multiple stakeholders and translate insights into practical client experience improvements.
• Articulating Information and Team Working
• Developing Strategies and Providing Insights
• Directing People, Inviting Feedback and Resolving Conflict
• Examining Information, Interpreting Data and Making Decisions
• Following Procedures and Producing Output
• Compliance and Risk Awareness
• Risk Identification and Risk Reporting
• Customer Reception and Channelling
• Product Knowledge

Responsibilities

• Drive Client Experience Standards: Embed and continuously improve client experience standards, frameworks and business rules across PPB SA.
• Improve Client Journeys: Identify service gaps and simplify processes to improve end-to-end client experiences.
• Use Data and Insights: Translate client feedback, service trends and operational data into targeted improvement actions.
• Lead Change and Collaboration: Partner across the value chain to implement client experience initiatives and drive effective change.
• Strengthen Governance and Risk: Deliver client experience outcomes within appropriate risk, regulatory and compliance requirements.