Job Purpose:

To grow and retain a portfolio of Commercial relationships aimed at optimizing client value to the bank. To develop strong business relationships with commercial customers through proactive and value-adding contact, understanding their current business needs, as well as their long-term strategy. Provides a full array of customized financial solutions and effective relationship management tailored to meet the clients short- and long-term needs.

Key responsibilities include;

Client

• Explore alternative solutions in the event of declines from Credit.
• Ensure accurate capturing, updates or amendments of customer information and history notes.
• Ensure accurate and updated customer information.
• Manage worklist queues to ensure items are actioned within agreed timelines, and/or re-assigns staff to different queues to ensure work completed within agreed timelines.
• Complete a customer value chain analysis to further understand the customer's needs and identifies sales opportunities and deploys banking solutions to meet those needs.
• Adoption of portfolio management principles and technology aimed at enhancing experience for staff and customer
• Implement a customer relationship management (CRM) strategy to ensure regular contact of all commercial customers in the portfolio as per the customer value proposition (CVP) for Commercial Banking.
• Ensure that commercial customer service expectations are met and exceeded.
• Identify and actions opportunities for cross- and up-sell.
• Ensure the implementation of the commercial value proposition and keeps abreast of changes to the commercial value proposition.
• Ensure that the customer's expectations are always managed and that frequent feedback is given to the customer on progress relating to all new sales or queries.
• Identify opportunities to migrate commercial customers to the more appropriate customer value proposition.
• Frequently source feedback on the customer experience and service levels and addresses areas of concern as a matter of priority.
• Ensure that service requests in personal work list are actioned within agreed timelines.
• Forges business partnerships with coverage sales teams, Credit, CHNW and Business Clients stakeholders in the province to leverage the interplay between CHNW, Business and Commercial Clients for optimal growth and retention.
• Continuously source relevant information around key trends and/or changes in the industries in which the customer operates to enable proactive information sharing with the customer.
• Monitor and manage (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the commercial suite.
• Coach staff on the required behaviors to support customer relationship management.
• Performs a proactive liaison role between relevant stakeholders (e.g., credit, operational shared services, product specialists and other relevant business partners), to ensure customer service expectations are fully met.
• Provide customers with feedback on reclassification of service requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
• Adhere to the laid down customer onboarding process
• Maintain a deep understanding of the commercial customer's business through regular value-adding interaction with the customer at their place of business.
• Adhere to the laid down customer onboarding process.
• Adopt portfolio management principles and technology aimed at enhancing experience for staff and customer.
• Action service requests in personal work list within agreed timelines.

Data:

• Proactively manage customer credit exposure and collateral held to contain risk to the bank.
• Ensure the submission of high quality and accurate credit applications to enable business and credit stakeholders to appropriately assess the risk to the bank.
• Keep abreast of external factors influencing the customer's exposure to risk and implements the necessary action.
• Comply with all applicable legislative requirements (e.g., National Credit Act; Companies Act) and record-keeping in terms of Financial Advisory and Intermediary Services Act (FAIS); the Financial Intelligence Centre Act requirements (FICA); and the Consumer Protection Act (CPA).
• Action daily and monthly internal reports as per laid-down procedures.
• Log all new service requests (queries and complaints) as per laid down procedure.
• Process customers mandates and documentation requirements for financial facilities.

Financial Management:

• Execute revenue growth tactics and targets in collaboration with business partners in the area (e.g., Prestige and Private Banking, Vehicle and Asset Finance; Property Finance: Business Online; Standard Bank Financial Consultancy; Standard Bank Insurance Brokers and any other business partners).
• Develop and implement revenue growth best practices in support of the commercial value proposition and customer's expectations.
• Proactively identify, track and manage potential opportunities to cross-sell a product/offering to the customer.
• Complete a value chain analysis for all customers to gain a better understanding of the needs of the customer and to apply appropriate solutions.
• Proactively provide guidance to the customer pertaining to the promotion, selling and structuring of financial solutions customized to best meet the financial needs of the commercial customer.
• Execute and support both the provincial and national revenue growth campaigns.
• Proactively identify new lead opportunities, engage with acquisition and retain the existing customer base.
• Ensure the achievement of financial budgets for the portfolio through optimal growth of balances, margin management and non-interest revenue streams.
• Manage profit margins on portfolio through appropriate pricing within policy guidelines.
• Proactively manage and review pricing concessions, with relevant recommendations where required.
• Ensure recovery of all revenue (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions). This is done by engaging with Group Operations Shared Services / GOSS) and the pricing department. In some cases, they are systematic and manual recoveries.
• Responsible for achieving set revenue growth budgets per product across the portfolio of commercial customers.
• Formulate, drive, measure and manage the implementation of a revenue growth performance strategy for the portfolio to grow new business and share of wallet across the commercial segment.
• Recover all revenue where required (e.g., pricing related fees, initiation fees, reviews fees, monitoring reversals, and managing concessions). This is done by engaging with the relevant Engineering teams.
• Drive set revenue growth budgets per product across the portfolio of commercial customers.
• Identifying leads that can be passed onto CHNW Clients, in collaboration with relevant Business and Commercial Clients stakeholders.

People:

• Set the example and leads the team in line with the Groups leadership identity, core values and People Promise.
• Enable integrated ways of working and collaboration across the value chain to deliver for the client.
• Inspire the team to deliver on the Group's shared purpose and instilling a culture which enables the Group to evolve into a client led platform organization.
• Identify current and potential employee skill requirements in consultation with the People and Culture function.
• Ensure alignment to the People and Culture standards with regards to all employee-related matters.
• Provide input into talent strategy developed by People and Culture.

Risk, Regulatory, Prudential & Compliance:

• Motivate and process non-scored credit applications.
• Explain credit procedures, qualifying criteria and expected turnaround times to customers in order to ensure that their expectations are being managed.
• Notify customers regarding the approval or decline, including reasons thereof, of credit loan facilities.
• Monitor daily referrals to ensure that commercial customer facilities are managed within the set risk parameters.
• Together with Credit Origination (Commercial Banking), structures the customized credit loan facility options and parameters.
• Plan and implement timeous annual credit reviews for allocated commercial customers.

Qualification and Experience:

• First Degree in Business Commerce or related field.
• 8 - 10 years’ Experience in Branch and Commercial Banking managing a portfolio of customers

Job Purpose:

To drive the organisation’s Security vision and strategy, execute security governance and execute/oversee all organisational security capabilities.

Key Responsibilities:

Technology & Architecture

• Implement the technology risk management capability in country in collaboration with the
• Head, GRC realising the achievement of the targeted assurance outcomes
• Actively drive effective risk management by engaging and influencing Country CIO, managers and staff to embrace a risk-aware culture and implement and adhere to Group Technology minimum standards
• Implement Group Technology minimum standards in country, and provide independent assurance on the adherence thereto to Country CIO and provide assurance regarding risk and controls pertaining to the risk type Technology Risk
• Collaborate with suppliers and or contractors to explain and enforce SBG Information security
• to ensure the protection of intellectual property and data in Country
• Implement information security standards as directed by Group Information Security to allow
• legitimate, reputable information security solutions in Country
• Implement other local security initiatives based on unique country requirements driven by risk or regulation
• Provide security consulting on all new systems, applications and/or infrastructure, define
• requirements, manage expectations on the end-to-end security engagement and
• the CIO and/or business owner on the security readiness as part of the go/no-go decision process
• Identify root causes, have a clear plan of action and work collaboratively with the relevant on the remedial actions to prevent recurrence, ensuring adequate coverage of all security capabilities within appetite and confirming that all gaps are appropriately escalated to the CIO and country technology risk committees
• Establish a comprehensive security awareness program for country covering all stakeholder leveraging the tools and practices established by Group
• Account for the implementation of appropriate technology governance, structures and risk to provide assurance regarding governance, technology risk and related controls in
• Examine and oversee adherence to Group Information security practices, protocols, standards, guidelines as well as industry best practices, in Country
• Lead and drive effective risk management within a small / medium Country to implement and to Group Technology and Operations minimum standards.
• Plan and execute regular awareness initiatives (road shows) focusing on relevant emerging
• Information Security technologies, industry trends, specific strategies, tools and technologies to relevant stakeholders
• Identify, report and recommend remediation for cyber and technology risks and support the Head of Technology and Operations to drive adoption of minimum security and GRC standards and monitor adherence thereto
• Conduct information security assessments against all critical third parties / material outsource in country against Group standards and ensure that risks are appropriately managed
• Monitor processes that maintain the platform health of country technologies in accordance with Group standards

Risk, Regulatory, Prudential & Compliance

• Conduct reviews and provide assurance regarding the design and operating effectiveness of controls such as Group Technology standards to address Technology risks in country.
• Execute on the risk management processes, procedures, frameworks, methods, standards and toolboxes, aligned to SBG and Group Technology standards and regulatory requirements, in Country
• Provide management attestation that risk mitigation strategies and the associated trade-off decision making mandates in Country are aligned with and comply with good risk, regulatory, prudential and compliance governance
• Guide the implementation of risk intervention programmes in Country and provide assurance that these are effective responses to address identified risks in Country and are aligned to Group Technology standards and Group Technology Risk Framework
• Partner with the CIO and provide the security support to lobby regulators for a more progressive position on technology transformation e.g. through cloud adoption, SaaS, fintech and open banking. Notify and consult with Group on any imminent information and cyber security regulations
• Develop fit for purpose risk remediation plans, supported by the country security RVF strategy, based on identified information security risks, vulnerabilities, audit findings, policies and regulatory requirements and follow up on all audit findings and provide guidance, supervision and assistance in the implementation of remedial action to prevent significant reputational, financial or other losses in country
• Partner with security vendors and or providers through a preferred suppliers list, and coordinate across Group Information Security to manage the RfI/RfP processes and procurement activities required
• Partner with the Risk and Audit functions to ensure sufficient challenge and support of the country security priorities as represented in the RVF
• Adhere to all local regulations as it relates to reporting of security incidents or getting approval for any outsource arrangements / offshoring where applicable
• Participate in incident simulations and post-mortems and ensure that all lessons learnt are tracked and implemented
• Drive and champion a positive risk culture and attitude and establishing appropriate risk and security oversight and governance and compliance processes and structures, taking responsibility for ensuring compliance to the implementation of the Group Technology standards and Group Technology Risk Framework, as well as compliance to technology, information and cyber security country regulations in Country
• Assess the effectiveness of risk governance structures related to process changes and improvement, technology upgrades and new technology implementations in country and confirm that these remain effective
• Manage and execute the security governance model, overseeing the composition and terms of reference for key governance committees, forums and working groups. Coordinate the scheduling, manage governance meeting inputs/outputs/actions and attendance tracking for Security structures.

Product

• Provide input into risk reports regarding technology risk in Country and adherence to technology standards, in support of reporting to relevant risk governance forums including GT RCC, GORC, GROC, GRCMC and GT&IC

Strategy

• Develop and maintain the security strategy for the organisation; aligned to the IT and business strategy, security vision, industry standards and regulations, periodically review and refresh the strategy, driven by specific landscape and oversee establishment of programme/projects/initiatives to achieve the strategy.
• Develop and maintain the security strategy for the organisation; aligned to the IT and business strategy, security vision, industry standards and regulations, periodically review and refresh the strategy, driven by specific landscape and oversee establishment of programme/projects/initiatives to achieve the strategy.
• Manage the establishment and periodic review of the security target operating model, organisational structure, and roles and responsibilities for organisational Security in line with the Group's security strategy.
• Manage the Security budget to forecast the capacity for increased resourcing and / or financial investment in security services, in collaboration with Group Security leads.
• Develop and maintain the security resourcing strategy with consideration for appropriate balance between FTE’s, contractors, consultants and third-party provided services (such as managed services). Coordinate the design of training and learning curriculum.
• Manage security vendors/providers through a preferred suppliers list, and coordinate across Group Security to manage the RfI/RfP processes and procurement activities required.
• Implement the Group Cyber Resilience Technology Standard in country and adapt based on country context
• Anticipate local trends, identify probabilities and interpret impact in the country technology, use as input to adapt the country security strategy
• Work closely with Group Information Security in translating Information Security strategies and capabilities for mandatory execution in country, review and update Information Security policies aligned to the Country Technology and Group Information Security strategy
• Adopt the Risk Viability Feasibility (RVF) framework to ensure sufficient protection of clients money, data and time (aiming to reduce / mitigate the three risks that security strategies).
• Assess information security risks and trends in attacks and tactics in Country, and develop the overall Information Security strategy in Country, in collaboration with Group Information Security
• Execute the defined risk assurance strategy regarding Technology Risk or risk types in Technology and related controls and adherence to minimum technology standards in Country ensuring that the overall Group Technology objectives are achieved

Qualification:

• Degree in IT and Computer Science
• Must possess at least one internationally recognizable IT Risk/security certification such as CISM, CISSP, CISA, CRISC, CGEIT,ISACA or IIA

Skills and Experience:

• 8 to 10 years' Experience in an information security or Audit role within the banking and /or financial services sector. Experience working in a multi-vendor and outsourced and multi-system IT environment. Proven experience in IT management activities including IT Portfolio delivery planning, investment control and risk identification and management, regulation of statutory reporting, monitoring, and managing the required software and hardware licenses