Renewed focus on improved customer experience Provincial Head Retail and Business Banking Standard Bank Western Cape, Eben Klopper, explains what the bank is doing to provide the innovation and service that matter most to customers.
Eben Klopper What is Standard Bank’s purpose in South Africa? As a personal and business bank in South Africa, our purpose is to improve lives and fulfil aspirations across the African continent. We believe that we can achieve this through our vision, which is to radically redefine client experience by understanding and delivering what matters to our customers.
BIOGRAPHY Eben Klopper, the newly appointed Provincial Head Retail and Business Banking for the Western Cape, is a seasoned banking professional. Having started on the bottom rung of the ladder at Standard Bank in 1990, his progress in the organisation has seen him fulfil a variety of business and commercial banking roles in four South African provinces. Prior to his promotion to Regional Head he was the Executive: Head Channel Business Banking, Commercial Banking and Specialised Sales. WESTERN CAPE BUSINESS 2017
What is your footprint beyond South Africa? Standard Bank Group prides itself on being a global bank with African roots. The largest African bank by assets and earnings, it operates in 20 countries on the African continent, including South Africa, as well as in other selected emerging markets. The Group’s aim is to grow their presence selectively in high potential markets in Africa and in other emerging markets, either organically or, where appropriate, by acquisitions. In your new role of Provincial Head Retail and Business Banking, what is your strategy regarding Standard Bank’s business in the region?
As a team, our priorities include greater emphasis on customer experience. We intend to make sure that every customer feels like a VIP; we will do this by raising our game and getting to know what matters most to them. One of the ways in which we will improve customer experience is through our digital solutions, as these assist customers by freeing up their time. Something else that will directly impact customers is our goal of decentralising decision-making so that decisions are made as close as possible to the “frontline”. We want to increase our market share in all customer segments and to build specialist capabilities to serve our small enterprise (SE), commercial and business banking clients.