Job Description

The role holder is responsible for processing payments effectively and efficiently within alternate channels and ensures the required Operations contracts, guidelines, policies, and procedures are adhered to. He/she ensures adherence of data integrity and compliance while carrying out the day-to-day duties

KEY PERFORMANCE INDICATORS (KPIs)

• BAU delivery within set policies, procedures, processes, operating instructions, and standards
• Customer Service Improvement-Enhanced TAT, accuracy in processing and continuous improvement
• Financial Performance improvement, cost reduction and efficiency
• Operational Risk Controls- adherence and minimization

KEY RESPONSIBILITIES

• Undertake accurate alternate channels transaction processing within set policies, procedures, guidelines and operating instructions and within the agreed service level agreements.
• Ensure to collate all alternate channels transactions and related documentation related to the transactions processed between the Bank and the customers involved.
• Carry out processing of alternate channels exception transactions and ensure it is done as per approved Service standards of Operations and escalate where required.
• Monitor and respond to all queries relating to alternate channels received, carry out investigations, and close within set controls and service level agreements.
• Management of claims investigations and perform all related activities to facilitate and keep an up-to-date claims register.
• Compliance to operational risk management framework within the team and facilitate periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls and highlighting issues discovered.
• Ensure timely submission of daily productivity, balancing of books of all accounts and reconciliations.
• Provide adequate support to stake holders on requests raised that are within alternate unit within service level agreements.
• Any other duties that may be assigned by the Line Manager from time to time.

RELATIONSHIPS

Internal

• Bank Business Divisions
• Bank support Divisions

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

Education

• A University Degree in Finance/ Accounting/Commerce or related field from a recognized University.

Knowledge & Experience

• Two years working experience in Bank operations
• Analytical and problem-solving skills
• Planning and organization skills
• Interpersonal, communication and negotiation skills
• Excellent writing and presentation skills
• Knowledge of the bank’s products, services and policies
• Excellent Customer Experience skills

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Analytical thinking
• Decisiveness & Judgement
• Personal Organization
• Meeting customer needs
• Managing relationships
• Self-development
• Adaptability
• Working with others
• Banking Certifications

Skills

Analytical Thinking, Communication, Continual Improvement Process, Excellent organizational, planning and prioritizing skills, People Management, Problem Solving