Manager - Standard Bank

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Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. Wealth International operations in Jersey, London, the Isle of Man and Mauritius supports Africa’s growth by connecting people and businesses to international markets. We now need a talented and resourceful individual to help us fulfill our business objectives.

Job Purpose

To manage the Treasury Operations team to ensure strong governance and control over all activities carried out within the area, including Central Records, Structured Products, Treasury Support and Funding activities. To respond proactively to client experience feedback and continuously improve processes ensuring that overall performance provided improves. To implement and embed a robust and effective risk culture, whilst creating and maintaining positive stakeholder engagement at all levels.

Key Responsibilities/Accountabilities


Treasury Operations Strategy Implementation

Implement the Treasury Operations team strategy ensuring that objectives set are aligned to not only the Operations function but also the distribution channels. Drive the vision through to completion, ensuring that the team and wider stakeholder networks buy into the vision.

Team Leadership

Optimise team and individual performance through effective coaching and development of direct line reports. Embed and effectively employ the Connect methodology to drive the delivery of a high-performance team.

Workflow Prioritisation and

Demomstrate effective prioritisation and allocation of resource to \"load balance\" intra day to ultimately achieve/exceed service levels, ensuring Account Services deliver an accurate, efficient and effective service.

Compliance and Standards

Understand and adhere to all IPB service standards, service charter and service level agreements with internal and external clients. Act as a Risk Champion ensuring the adoption of Risk items into team\'s processes and procedures and providing timely and relevant MI as required.

Risk and Control

Implement risk controls and governance standards to effectively manage operational risks and create alignment to local and Group standards. Implement incident management, risk and control self-assessment, and lastly business continuity process management processes to manage risk for the client and the Bank. Ensure that all incidents and complaints are managed within service level agreements and that regulatory guidelines and all operational risk requirements are adhered to.

Performance Management

Ensure appropriate SLAs are in place, with effective mechanisms to monitor performance through quality sampling, observations, and visual management tools, invoking remedial action where appropriate


Act as the most senior point of escalation to resolve all client queries/requests timeously and to ensure customer satisfaction.

People Development

Work with the individuals to focus on promoting technical development with respect to Custody Operations through development programmes, knowledge sharing and coaching.


Utilise all management information provided for to forecast longer term capacity requirements, understand individual and business performance levels, update resource planning for volume management and lastly, to provide employees with appropriate feedback to further strengthen and manage performance.

Continuous Improvement and Change Initiatives

Identify, plan, ensure good governance and act as the project sponsor for the implementation of continuous improvement and innovation initiatives. Encourage and promote business changes positively across the respective teams involved in change and innovation processes to promote understanding, acceptance and positive adoption.

Client Service

Design and implement appropriate service standards by understanding customer needs and ensuring the delivery of an exceptional levels of service to clients through all servicing channels. Promote the \"upcompromising service\" ethos and culture, providing coaching and support to colleagues to bring this to life and lift operational performance. Drive a right first-time culture, ensuring the team have a clear line of sight to end client.

Stakeholder Management / Cross- functional Collaboration

Liaise with stakeholders across the wider business to drive best practice, leveraging synergies where available. Build relationships with key stakeholders and internal clients, demonstrating a \"One Team\" approach at all times and engage with Service and Vendor Management and/or external suppliers to ensure opportunities to enhance the client experience or reduce costs are exploited.

Best Practice

Keep abreast of industry best practice and latest developments, changes of relevant laws and regulations and their implications for the Bank. Incorporate such into daily work practices and decision-making to improve the effectiveness and the efficiency of the function.

Preferred Qualification and Experience

Experience required 1

Job Function: Operations

Job Family: WIN Operations

Years: 5-7 years

Experience Description: Banking operations experience

Experience required 2

Job Function: Operations

Job Family: WIN Operations

Years: 1-2 years

Experience Description: Team Leadership / Management Experience, with understanding of Lean and Continuous Improvement methodologies

Minimum qualification 1

Type of qualification: Secondary school/High school/A levels/Matric
Field of study: Business Commerce

Other minimum qualifications, certifications or professional memberships

5 GCSE\'s with minimum grade C in both Maths and English Literature

Knowledge/Technical Skills/Expertise

Technical competency 1

Competency Label: Client instructions

Competency Description: The ability to verify, scrutinise and understand client instructions.

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

Technical competency 2

Competency Label: Workflow Management

Competency Description: The ability to analyse volumes in order to determine workforce deployment and flow of work.

Proficiency Level: EXPERT - Provides leadership in this field both within the organisation and in the larger industry

Technical competency 3

Competency Label: Treasury & Structured Products knowledge

Competency Description: An SME in all aspects of treasury and structured products work within the team.

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

Technical competency 4

Competency Label: Attitude of Customer Experience

Competency Description: Within the Standard Bank Customer Experience Framework, the ability to represent the values of Standard Bank, take ownership and show passion for customer service.

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

Technical competency 5

Competency Label: Active Listening

Competency Description: The ability to question, probe and determine all the information required in order to resolve enquiries from customers.

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

Technical competency 6

Competency Label: Query Resolution

Competency Description: The ability to handles queries effectively and formulate appropriate responses.

Proficiency Level: EXPERT - Provides leadership in this field both within the organisation and in the larger industry

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

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