Manager, Customer Insights - Shyft and Standard Bank Securities

About the role

Standard Bank Group is seeking a Manager to lead Customer Insights for its SBG Securities and Shyft operations, based in Johannesburg. The role sits at the intersection of client experience and operational efficiency, turning data and customer feedback into actionable insights that improve service delivery. It covers the operational side of customer interaction, including deep analysis of trends, leading a team and ensuring compliance with regulatory and risk frameworks.

Key responsibilities

• Lead and mentor a team of professionals to deliver high performance and consistent quality in query resolution.
• Carry out root cause analysis on customer trends to find systemic gaps and operational bottlenecks.
• Manage escalated queries calmly, keeping clients satisfied while following regulatory and financial risk rules.
• Work with internal stakeholders to align client service strategy with the division's goals.
• Drive continuous process improvements to boost productivity and improve the user journey for Shyft and brokerage clients.
• Ensure all service activities comply with local financial market regulations and internal risk protocols.

Required profile

• National Diploma in a business or commerce-related field.
• 4-5 years of advanced experience in client services or support within an FSP or brokerage context.
• 3-4 years of experience managing and developing high-performing teams.
• 1-2 years of experience identifying and mitigating financial, reputational and regulatory risks.
• Proven track record in a Broker or Financial Services Provider environment.

Required skills

• Data analysis.
• Deep understanding of international financial markets.
• Ability to explain complex information clearly to stakeholders.