Job purpose

The officer, Production is responsible for providing operations support services, including but not limited to; client payment instructions processing, processing of settlement transactions, record/documentation maintenance, storage and retrieval of records, account maintenance, imaging and opening of accounts in coordination with the Manager, Operations- Core Services. The officer will be accountable for processing of transactions of a financial and non-financial in nature. The overall objective of the role is to provide day to day operations support in alignment with bank policies and procedures.

Key Responsibilities

• Receive instructions from internal and external clients for processing financial and non-financial transactions via the authorised bank channels
• Sorting of Customer instructions by order of priority and categorization by units for execution
• Verify and validate customer instructions against documentation on file to ensure accuracy and authenticity
• Indicate or advise on any special handling instructions as dictated by the client; print and forward information as appropriate for processing.
• Keep informed on all changes to products and services, rules and regulations to ensure accurate processing of instructions and perform accurate quality checks

Processing of customer Instructions

• Capture transactions in the system as per the documented procedures
• Escalate non-conforming instructions to the Team Leader or Line Manager for further guidance or action
• Remit and/or settle funds in the system as per client requests
• Strive to meet high customer service levels by processing incoming requests efficiently and in accordance with procedures and policies to meet Service Level Agreements
• Prioritize and organize work based on risk/severity and processing requirements to ensure deadlines are met according to policies and procedures and service level agreements

Reconciliation and safe keeping of customer/processed transactions

• Validate and confirm that all transactions allocated have been processed and authorised by end of day.
• Ensuring all entries in suspense accounts are accounted for and/or processed as per the agreed turnaround time and any variances explained and escalated to the team leader or line manager
• Compile and file records of transactions processed and other activities.
• Maintain and update filing of customer or other internal instructions in line with bank document management procedure and policies.

Responding to customer queries

• Prompt response to customer queries as per documented procedures and policies
• Providing information that the customer may require in consultation with the line manager and as per the bank policies and procedures
• Escalate any queries that are outstanding beyond SLA to the team leader or line manager for further guidance or action.

Complying with Bank Policies and Standards

• 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.
• Ensure compliance with the agreed levels of authority for own area and with all applicable laws, regulations, group policies and procedures to minimise on operational losses.
• Look out for risk implications arising from the day to day work and if need be, refer to the relevant team.
• Support implementation and compliance to Audit, Risk and Compliance recommendations
• Operate within budget with regards to taxi usage, stationary, telephone and overtime costs

Compliance with Quality Management System – 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

Experience Required
Service Management

• Operations
• 1-2 years
• Ideally previous experience within a banking operation position however it is not essential.

Additional Information

Behavioral Competencies:

• Challenging Ideas
• Embracing Change
• Examining Information
• Following Procedures
• Interacting with People
• Making Decisions
• Managing Tasks
• Meeting Timescales
• Showing Composure
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Business Intelligence
• Client Relationship Management
• Continuous Improvement
• Creative Problem Solving
• Operations Commercial Acumen
• Operations Risk Management