Provincial Client Experience Manager
On-siteCape Town, Western Cape, South Africa
Job Summary
Embed and continuously improve client experience standards, frameworks, and business rules across the Personal and Private Banking South Africa value chain. Identify service gaps and simplify processes to improve end-to-end client journeys, translating feedback, service trends, and operational data into targeted improvement actions. Partner across the value chain to implement client experience initiatives while delivering outcomes within appropriate risk, regulatory, and compliance requirements. This role supports the transition to a client-led platform business where client needs remain central to product, service, and process delivery.
Required Qualifications
- 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
- Experience 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
- Compliance and Risk Awareness
- Risk Identification and Risk Reporting
- Customer Reception and Channelling
- Product Knowledge
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