<a href="https://mg.co.za/special-reports/2021-03-03-add-more-to-your-mobile-banking-experience/" target="_blank">Add more to your mobile banking experience</a>&nbsp;&nbsp;<font color="#6f6f6f">Mail and Guardian</font>

Add more to your mobile banking experience - Mail and Guardian

<a href="https://www.dailymaverick.co.za/article/2021-03-02-add-more-to-your-mobile-banking-experience/" target="_blank">Elevating Banking Apps: How Standard Bank is leading the way</a>&nbsp;&nbsp;<font color="#6f6f6f">Daily Maverick</font>

Elevating Banking Apps: How Standard Bank is leading the way - Daily Maverick

University of KwaZulu-Natal

St. Charles College

Head Digital, eCommerce and Voice at Standard Bank South Africa

Developed a digital strategy to attract customers, increase engagement and reduce cost across the 15 geographies SBG operates in on the African continent. Building an E-commerce practice for the CHNW segment across all geographies to increase digital sales, deepen customer engagement and lifetime value and attract new customers to the bank at low customer acquisition cost. Moved the product and feature development process from a waterfall type approach to continuous value to compete in a digital world. Supported the go to market plan of wallet based services to increase financial inclusion on the continent. Provide guidance, mentoring and operational support to all local in country teams to build digital and product based skills and meet the digital and E-commerce vision.

Standard Bank Group

Head Digital eCommerce and Housing platforms for Consumer and High Net Worth

Provide inspirational leadership to multidisciplinary and agile digital product teams to streamline existing digital platforms with more than 3M active customers. Oversee the digital product e-commerce practice to shape the digital vision and OKR’s of Standard Bank of South Africa. Oversee full life cycle management of multifaceted digital programs to build a future-facing platform team. Lead the delivery of innovative cloud native digital banking platforms to promote exceptional across-the-board performance. Build positive rapport with key stakeholders through identifying and addressing individual needs.

A selected set of key achievements:

►Improved clients’ experience by 15 NPS points on digital platforms by revitalising underperforming areas and capturing new opportunities for improvement.
►Headed a cultural transformation of 1400 team members within the voice branch by transitioning from a ‘factory’ to customer centric mind-set. 
► Restructured the digital teams to become platform teams enabling more than 100% increase in releases of value to customers from 2019 to 2020.
►Optimised platform reliability by ~30% through increasing focus on continuous integration / delivery.
►Drove the growth of digitally active customers by 18% YOY with app downloads up by more than 20%.

Standard Bank South Africa

Head Digital, e-Commerce and Voice

Spearheaded the end-to-end management of home loans business with R330B in assets and over R3.5B in annual earnings while leading a highly skilled team. Supervised and mentored teams to drive pricing, sales and collections of the home services business. Headed funding and strategic asset acquisitions / partnerships to translate the business mission statement into commercial drivers. Functioned in collaboration with industry and regulatory bodies to influence and align property markets in South Africa. Built the first empowers product agile teams in Standard Bank in South Africa to continually iterate and solve customer problems in a way that also meets the business needs.

A selected set of key achievements:

► Established the first multidisciplinary agile empowered product teams in Standard Bank to envision and maintain home services products as well as build ecosystem of solutions to meet customers’ requirements.
► Oversaw the development of new mortgage lending products comprising ±80% of all mortgage products taken up and maintained the book market share of 34% within a highly competitive market environment.
► Planned and built an innovative digital mortgage platform that positioned Standard Bank at the forefront of identifying and addressing multifaceted customer problems.
►Drove the growth of annual earnings over 7% per year within a mature market.

Head: Home Loans

Managed all areas of the affluent customer value propositions while adhering to corporate policies and procedures. Conducted extensive research to structure new segments and appropriate products for meeting customers’ needs. Instituted impactful plans for smooth execution of service and sales models for defined segment.
 
Selected set of key achievements:

►Improved financial performance and key OKR’s for the affluent segments while deepening revenue per customer, reducing customer attrition and reducing overall cost to service.
► Built a first to market always available value proposition in 2015/2016 that enabled affluent customers a 24/7 chat service for all requirements and needs.

Head: Relationship Banking Financial Solutions (Personal and Business Banking SA)

In May 2011 and true to the business manager secondment lasting approximately 18 months I moved into a business role looking after the personal lending portfolio.Developed the personal unsecured lending portfolio to more than R16B in assets and R700M in annual earnings. Introduced results-driven risk and return strategies while adhering to customer requirements. Led a dedicated team, assessed performance, evaluated training needs, and devised effective plans to optimise productivity and efficiency. Generated incremental revenue streams through establishing 3rd party distribution channels. Steered the end-to-end management of operations, credit, servicing, and collections functions within personal lending business while adhering to applicable regulatory guidelines.

A selected set of key achievements:

► Provided vision and leadership to the team that doubled the book size and headline earnings by seven times in two years while maintaining risk appetite.
► Managed the unsecured lending portfolio through a period of very high-growth and industry turmoil.

Head Personal Unsecured Lending

In December 2009 I was approached to become the Business Manager to the Director and Head of Personal Markets. This was a 12/18 month secondment at the end of which I was placed back into a role within the business. This position has provided me with broad level exposure to all functions of the retail bank and offered me the opportunity to learn more about how to run a large organisation (with revenues in excess of R20bn per annum). I reported directly into the Director and Head of Personal Markets and I was responsible for strategy formulation and cross-functional strategic initiatives for the Director and Head of Personal Markets and the Personal Markets Executive team (comprising of 6 senior directors and an annual operating income of close to R20bn).
Key activities included:
Defining and supporting the heads to define the strategy of the personal markets business unit.
Conducting researching, building opinions and recommending investment and capital allocation decisions.
Enabling all directors/heads to be on the same page with regards to strategy and execution plans.
Fulfilling strategic projects on behalf of the Head Personal Markets.
Supporting the Head in preparing presentations and strategic thinking.

Business Manager: Personal Markets

In June 2006 I took up a permanent position as an Analyst in the Customer Insights Unit within Customer Strategy for the Standard Bank of South Africa. However, over the course of the next 3 years I moved into various management positions within the Customer Business Unit. From 2008 I managed a team of 2 members (analysts) which increased to a team of 4 by the end of 2009.
This role honed my analytical and customer understanding skills.
I was responsible for supporting the various customer segment managers in building analytical strategies and conducting research as well as financial insights.

Andrew van der Hoven