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
Gmail
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