Job Purpose
Provide strong management and operational support to the Manager, GMO & SBGS Operations by taking responsibility of driving and coordinating best quality client service standards, in alignment with the strategic direction of the organization to achieve business goals alongside Client value and relationship management. The job holder will be charged with the responsibility to develop and implement bank- wide standards that include: –
Driving a client-centric culture.
Enhance the focus on client experience and implement collaborative action plans that support the identification, design and definition of value-based customer experience initiatives.
Risk Management
Key Responsibilities
Efficient and Effective Delivery in business unit
Understanding the overall Bank Strategy and how GMO & SBGS Operations – fits into the overall Bank’s strategy;
Monitor work volumes and processes and continually recommend improvements and adaptations to existing systems, processes and structures to ensure current and future sustainability of quality service;
Implement client instruction processing standards within GMO & SBGS department;
Carry out supervisory responsibilities in accordance with bank’s policies and applicable guidelines;
Keep abreast of best practices (locally and internationally) and make appropriate recommendations within the teams;
Communicate job expectations to direct reports; planning, monitoring, appraising and reviewing job contributions to the wider Bank Strategy;
Develops and implements tactical initiatives to reduce cost and ensures that budgets for the area are met;
Ensures effective, efficient and optimal utilisation of the resources (human capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies;
Analysing and converting client complaints and queries to service improvement initiatives.
Effectively manage queries and complaints that are received within the units ensuring adherence to set service levels.
Ensure appropriate procedures are followed for processing all transactions types within the units.
Optimize the risk profile in the business units
Identify the major risks faced by the units and apply existing controls to monitor and reduce exposure.
Champion a high level of risk awareness in the unit aimed at upholding a high, risk culture amongst unit staff that fosters responsiveness, confidence, courage and doing the right things all the time (zero tolerance for non-adherence to Bank policies, procedures and guidelines;
Inculcate a culture of “Get it Right First time” – zero errors and no customer complaints;
Ensure the operational risk framework, standards and other risk principles are adopted by the units i.e. Risk and Control Self Assessments (RCSA’s), Key Risk Indicators (KRI’s), Business Continuity Management (BCM), Information Risk, IT Risk and Risk Assurance;
Identify major risks affecting the unit and take necessary steps to measure, monitor and control accordingly noting to implement appropriate remedial action;
Ensure compliance with approved limits and levels of authority;
Limit potential losses to the bank by ensuring that laid-down processes and procedures are adhered to;
Ensure all suspense and operational accounts under assigned units are reconciled at required frequencies and that reconciling items are dealt timely and correctly;
Ensure that revenue recoveries are done in a timely manner for services provided;
Ensure detailed analysis of incidents is conducted and remediation actions implemented to prevent recurrence;
Review and evaluate internal controls and propose appropriate recommendations for any changes and/or enhancements to the existing control framework;
Ensure agreed remedial actions adequately address internal control deficiencies and thereafter ensure regular follow up to ascertain execution and effectiveness;
Ensure Satisfactory audit ratings and track to closure all action plans arising from risk assessments, ops risk reviews, internal and external audits and regulatory inspections to improve the control environment.
Change Management and Continuous Improvement
Support business process re-engineering to ensure that processes are lean, efficient, and effective through the elimination of non-value adding activities and identification of opportunities that support/drive the migration of transactions to economically viable alternative electronic delivery channels.
Aid in identifying high impact projects/programs/initiatives within the line of business with a view to continuous improvement.
Ensure value adding assessments of projects/programs/initiatives are conducted to ensure identified risks are appropriately mitigated prior to the projects/programs/initiatives going live.
Compliance Management
Ensure that service standards provided for in the Banking Sector Charter are adhered to.
Ensure implementation and adoption within assigned portfolio of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.
People Management
Ensure continuous evaluation of productivity of assigned staff is undertaken to determine optimal resourcing.
Evaluate and manage the performance of direct reports to achieve a high standard of competence, motivation and service orientation, focusing on the development and retention of talent.
Drives a performance management and career development culture through proactive coaching and mentoring of staff and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate.
Ensure succession plans are in place for within assigned units by ensuring appropriate training and development programs are implemented with a view to capacity building;
Identify strengths and development areas and ensure that staff receive adequate training intervention aimed at ensuring staff are appropriately skilled to do their jobs.
Stakeholder Management
Builds and maintain credible and value adding relationships with stakeholders, including executives, peers, internal and external partners.
Partners with unit manager and Business Heads to identify customer service expectations, agree SLAs and align to the Customer Value Proposition in order to deliver an appropriate client service
Collaborates with other areas through continuous interactions to ensure that best practices are implemented, and a standard approach is followed.
Reporting to various governance committees
Provide relevant, accurate and timely reporting to senior management, governance committees and the regulator.
Partner with business units to oversee the optimization of business processes to increase operational efficiency.
Identify, implement and evaluate projects that have a medium to high impact on customer experience.
Quality Management System in line with ISO Standards– ISO 9001:2015
Ensure that the quality management system conforms to the requirements of the International and local Standards.
Ensure that processes are delivering their intended output by monitoring at every stage in the value chain.
Report on the performance of the quality management system and on opportunities for improvement.
Ensure the promotion of exceptional client experience throughout the organisation.
QUALIFICATIONS
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Other Qualifications: ACI Certificate
Experience Required
Business Support
Operations
3-4 years
At least three years of experience at middle/senior level management within a front-line function preferably Corporate Banking and Operations functions. Practical and deep knowledge of at least Global Markets or Stock Broking and must be fully conversant with its associated risks and process improvement concepts.
ADDITIONAL INFORMATION
Behavioral Competencies:
Articulating Information
Checking Details
Documenting Facts
Embracing Change
Following Procedures
Generating Ideas
Interacting with People
Interpreting Data
Managing Tasks
Meeting Timescales
Producing Output
Upholding Standards
Technical Competencies:
Data Analysis
Data Management (Administration)
Deal or Trade Life Cycles
Exception Handling
Local Market Knowledge
Product and Services Knowledge
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