About the role
Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description
We are looking for an experienced Root Cause Analysis Consultant to join our Voice Branch team, the servicing contact centre for Personal and Private Banking. The role analyses and interprets customer service failures across Personal and Private Banking South Africa, identifies the problem areas and makes the recommendations that prevent them recurring.
The role performs root cause analysis on the complaints with the highest value, impact and reputational risk, and identifies process optimisation opportunities. Its findings shape business cases and quick wins, and give the business a clear, trusted view of where service can improve. It works with stakeholders across Personal and Private Banking South Africa, supports continuous improvement in Voice Branch and protects customer information in line with compliance requirements and legislation.
Key responsibilities:
Analyse and interpret customer service failures across Personal and Private Banking South Africa to identify problem areas and understand their origin
Perform root cause analysis on the processes, people, systems and products behind customer dissatisfaction, with a focus on high value and high impact complaints and reputational risk
Make clear recommendations to management, with input into business cases and quick wins that reduce customer complaints and identify process optimisation opportunities
Work with product owners and business unit managers to agree reporting and analysis requirements, and deliver reports to agreed timelines
Support continuous improvement in Voice Branch and protect customer information in line with compliance requirements and legislation
Qualifications
Bachelor’s degree or Advanced Diploma (NQF 7 or higher) in a field related to the role, such as Business Commerce, Data Analytics or Statistics, or Information Systems
Experience Required:
3 to 4 years’ experience in data analysis, data management and tools within financial services operations, including applying root cause analysis techniques to process and control failures
Proven analytical capability and critical thinking: interpreting complex data, testing assumptions, separating symptoms from causes and turning root causes into practical recommendations for senior stakeholders
Strong working knowledge of banking processes, distribution channels and products, and how these shape customer experience
Sound understanding of governance and regulatory matters as they relate to data and customer service, with strong risk identification and data integrity discipline
Experience in customer complaints or contact centre environments will be advantageous
Behavioural Competencies:
Interpreting Data and Providing Insights
Exploring Possibilities and Generating Ideas
Documenting Facts and Convincing People
Following Procedures and Managing Tasks
Taking Action and Producing Output
Embracing Change and Team Working
Technical Competencies:
Root Cause Analysis and Risk Identification
Continuous Process Improvement
Data Integrity
Banking Process & Procedures
Product and Services Knowledge
Customer Understanding
