Customer Insights Manager, Shyft and Standard Bank Securities
Standard Bank · Johannesburg, Gauteng
Overview
Standard Bank is hiring a Customer Insights Manager for its Shyft and Securities operations in Johannesburg. This full time role is perfect for someone with solid client services experience in a brokerage or FSP environment who wants to lead a team, resolve complex queries and use data analysis to improve the customer journey and operational efficiency.
About the role
As Customer Insights Manager for Shyft and Standard Bank Securities, you will coordinate operations and lead a team focused on delivering a top quality client experience. The role sits at the intersection of client service, risk management and operational performance.
- Lead and manage a team handling customer insights and escalated client queries
- Analyse trends in client feedback and queries to identify opportunities for greater efficiency and productivity
- Guide complex and escalated queries to resolution while maintaining quality and service standards
- Build constructive relationships with internal and external stakeholders to continuously improve the client experience
- Ensure operational processes align with quality targets and minimise financial, reputational and regulatory risk
How to apply: Applications are handled through Standard Bank's official recruitment site. Make sure your profile and CV are up to date before you submit through the bank's own system.
Requirements
- National Diploma in Business Commerce or a related field
- 1 to 2 years of experience identifying and understanding risk (financial, reputational, regulatory, credit and documentary) as it relates to financial markets instruments, plus knowledge of required reporting processes
- 3 to 4 years of demonstrated experience leading and managing a team, with the ability to build constructive internal and external relationships
- 4 to 5 years of advanced client services or support experience in a Broker and FSP environment, including dealing with various stakeholders and managing their expectations
- Strong client service orientation with the ability to understand customer needs, resolve queries and manage difficult customers
- Behavioural competencies: articulating information, developing strategies, directing people, embracing change, interacting with people, inviting feedback, making decisions, resolving conflict, showing composure, team working, understanding people and upholding standards
- Technical competencies: active listening, client servicing, data analysis, international market knowledge, product and services knowledge, query resolution, root cause analysis and continuous process improvement
Responsibilities
- Coordinate and manage day to day customer insights operations for SBG Securities and Shyft
- Lead and guide a team to achieve defined targets, quality standards and client service levels
- Handle complex and escalated client queries through to resolution
- Analyse client feedback and operational trends to drive performance, efficiency and productivity improvements
- Identify and manage risks related to financial markets instruments, including reporting requirements
- Build and maintain constructive relationships with internal and external stakeholders
- Support continuous process improvement and uphold client experience standards
Job details
- Organisation
- Standard Bank
- Location
- Johannesburg, Gauteng
- Job type
- Full time
- Experience level
- Mid (4+ years)
- Education
- Diploma
- Category
- Banking & Insurance
- Posted
- 27 October 2026 (1 week ago)
- Application Method
- Apply online
Success Guide
This role is a step up for someone who has already worked in client services within a brokerage or FSP environment and is ready to lead a team. When you apply, make sure your CV clearly shows the years you spent handling client queries, the types of financial products you worked with, and any experience you have in managing or guiding people. The bank will want to see that you understand both the customer side and the risk and reporting side of financial markets instruments.
For the interview, be ready to talk through real examples of how you resolved a difficult client issue or improved a process. Data analysis is a big part of this role, so think about times you used client feedback or trends to make a practical change. Also prepare to discuss how you keep a team motivated and focused on quality under pressure. Good luck, this is a strong opportunity with a major bank.
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