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 Get attitude for a career in consumer banking
    September 12 2005 at 07:57AM Get IOL on your
mobile at m.iol.co.za

  • Today: Dale Williams
  • Job: Consumer bank manager
  • Qualifications: Nat Dip Technology, MA Professional development (Middlesex, UK)
  • Place of work: Standard Chartered

    A consumer banking manager's job is to run a successful business, so effective business skills are essential. You have to be fairly flexible and must be able to look for opportunity and take them.

    Qualifications needed: You shouldn't come into consumer banking with the idea that only certain qualifications can give you entry into top management positions. Consumer banking is more about attitude than qualifications.

    However, a financial or business degree like a B Com, a National Diploma in Business Management or a qualification from the Institute of Bankers would be an advantage and any university degree will stand you in good stead.
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    The Bankseta (Bank Services Sector Education and Training Authority) offers several learnership programmes ranging from NQF 3 to NQF 6, as well as bursaries and scholarships that enable people from previously disadvantaged communities to rise to senior banking positions.

    Banks generally encourage their staff to take part in ongoing in-house training programmes and also offer bursaries for employees who want to further their tertiary studies.

    Where to train: Universities and universities of technology offer financial and business degree and diploma courses, and the Bankseta offers various industry specific programmes.

    Expected earnings: Income varies enormously depending on the bank you work for and whether they offer incentive programmes for good performance.

    What does your job entail? This business combines state-of-the-art banking and contact centre technology. Unlike the usual commercial banks, our customers never come into the bank.

    Business is conducted on-line or by telephone with the "wired warriors" in our contact centres.

    I manage the staff so that they can fulfil their roles to the best of their ability. I try to clear the clutter so they can function optimally.

    I deal with group policies and procedures, ensuring everything runs as smoothly as possible. I also keep an eye on business trends and maximise new opportunities.

    Average work day: I catch up with email correspondence and telephone calls in the mornings.

    I prefer walking around and chatting to people than holding formal meetings about specific topics. Issues often come up in casual conversation and it is relatively easy to sort out problems without formal interventions.

    This is an international bank, and I take part in regular conference calls with managers in other centres. Once a month, thousands of employees take part in or listen to a conference call with the chief executive, who provides updates on the state of the business, new policies and procedures, and specific issues.

    Best part of the job: It's a great opportunity to learn new things. Since I joined, there have been several changes, which make my job challenging and interesting.

    Worst part of the job: Bureaucracy kills me. I'm a great believer in systems, but when the system doesn't work it can be frustrating.

    Why did you choose this career? I originally joined 20/20 in 2001 just after it started. Before that I was in my own business with partners. I was very involved in the internet in the early days and loved the idea of an online bank, so I jumped at the chance of working here.

    Through all the changes it has got even more interesting with too many customers at one time, then the curatorship of Saambou when we weren't allowed to take on new customers. It was challenging to motivate staff to stay on when there was no certainty that the business would continue.

    I also completed a masters degree in executive coaching, which allowed me to broaden my field of expertise from programming to HR. When the new company took over the business I recruited staff to rebuild the organisation.

    Early this year I was offered the chance to run the Cape Town centre, which is a great opportunity to make a success of the business.

    What else would you have liked to do? I have a pilot's licence and would like to do more flying, and I still keep a small executive coaching practice.

    Are you paid enough? I am well-rewarded for my effort and expertise.

    Rate your work stress on a scale of 1 to 10: Stress levels vary all the time but things don't upset me too much - probably around 3 or 4.

    What do you do in your leisure time? I enjoy yoga and running in the mountains, and I spend time with my wife and children.

    Travel opportunities? This group offers opportunities for travel all over the world and staff are encouraged to spend time in Singapore, the UK, other African countries - wherever the group has a centre.

    Contact: Dale Williams on 021 4281 8200 or Dale.Williams@za.standardchartered.com; Bankseta on 011 805 9661 or www.bankseta.org.za

      • This article was originally published on page 1 of Cape Times on September 11, 2005
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