Website Postbank
Postbank is a bank by South Africans for South Africans and like all the other renowned commercial banks in the South African market, Postbank is all about serving the South African citizens and creating lasting value. The Bank’s core function is to provide cost-effective financial services to South Africans. It views itself as a banking and financial services provider that is orientated on the needs of the South African people and protecting their funds.
Job Responsibilities
- Define and deliver Postbank’s self-service strategy, aligning with Postbank’s core business, product, customer, and marketing goals.
- Lead the innovation roadmap for self-service channels, by bringing to the fore emerging technology (AI, conversational banking) and opportunities.
- Track and lead remediation against key performance indicators for self-service channels, such as transaction volumes, client satisfaction, cost-to-serve, service quality, as well as channel profitability and performance.
- Overseeing daily self-service channel operations to ensure regulatory compliance, acceptable client experience and efficient service delivery.
- Ensure seamless integration between self-service channels and other banking touchpoints (e.g. branches, contact centres, etc.).
- Collaborate with product, marketing, and risk to integrate self-service channel initiatives into broader bank initiatives.
- Orchestrate new services and revenue streams by modifying, extending, and streamlining existing services on self-service channels with next-gen solutions (e.g. AI-powered chatbots).
- Develop agile led operating model for channel integrating into banks broader ways of work.
- Continuously analyse customer feedback to implement change to drive customer satisfaction and ultimately champion customer experiences across digital customer touchpoints.
- Track trends in consumers, competitors, products, and regulations and coordinate strategies and tactics to de-risk self-service channels and maximise potential future revenue through innovation and emerging technologies.
- Collaborate with FinTech partners, IT, and Design teams to enhance digital self-service capabilities, ensuring that Postbank stays ahead of South African and global bank trends.
- Drive customer education & engagement initiatives to increase adoption (e.g., in-app tutorials, online demos, digital literacy programs).
- Monitor customer feedback (NPS, CSAT, complaints) and implement continuous enhancements to self-service channels.
- Work collaboratively with Postbank’s Risk, Compliance and IT Security team to ensure all service channels comply with South African regulations (POPIA, FSCA, CPA) and cybersecurity standards, ensuring any fraud and customer data risk are adequately mitigated.
Qualifications and Experience
- Bachelor’s degree in business, IT, or a related field.
- Postgraduate qualifications (e.g. MMDB, MBA, MSC) will be advantageous
- 10+ years in banking/financial services with at least 5+ years in a leadership position with a focus on digital banking, self-service channels and omnichannel strategies.
- Proven track record in self-service channels (digital banking, ATM, Kiosks POS, social media, USSD, chatbots, IVR)
- Strong track record in driving digital adoption and operational efficiency
- Experience with core banking platforms and digital
