Career Opportunities at Standard Bank Group

Job Purpose

Ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.

Ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost-effective channels.

Pro-actively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure. Maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities

Customer service
Ensure that customer service standards are set and maintained in line with the requirements of each market segment.
Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.
Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
Ensure that opportunities to migrate customers to more appropriate, cost effective channels are identified and actioned.
Ensure efficient, customer-orientated switchboard and telephone procedures.

Legislative compliance
Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping.

Risk management
Ensure that laid-down instructions are adhered to by all areas under control.
Identify major risks affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risks.
Ensure maintenance of an effective control structure, with control activities. defined at each level and duties appropriately segregated.
Monitor internal controls to ensure their adequacy and effectiveness. Recommend revision of controls to Operations, where appropriate, to address new or previously uncontrolled risks.
Maintain a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
Ensure that all routine controls relating to new business are applied effectively, with particular emphasis on routine compliance.
Ensure effective compliance with agreed limits of authority and levels of access to systems and information.

Sales management
Develop micro market sales plans to achieve responsive sales budgets/targets for branch (MLM).
Gain a sound understanding of the different local market segments in the branch’s area of operation.
Keep up to date with changes and developments in the local market/area.
Manage the sales tracking system and provide coaching and feedback to the team.
Coach the sales team on product knowledge and making the most of cross-selling opportunities.
Assist subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
Ensure effective use of lead generation system as lead management tool.

Preferred Qualification and Experience

Relevant University degree
Institute of Bankers or related qualification would be an advantage.

Experience A seasoned banker with about 7 years branch banking experience.
Experience in managing a diverse range of people and activities is essential.

Knowledge/Technical Skills/Expertise

Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
Knowledge of the Retail Banking value proposition.

Knowledge and understanding of the Area sales and service strategies.

Thorough knowledge and understanding of local target market profiles.

Thorough knowledge of the products and services applicable to the local market/s.
Knowledge of the socio-political and economic dynamics affecting the local market/s.
Knowledge of the Code of Banking Practice.

Knowledge of Managing Local Market sales principles. Knowledge of business economics and financial management principles and practice. Knowledge of risk management and credit principles, including an understanding of the terms and conditions of sanction.
Knowledge of branch accounting and transactional procedures, systems and processes.
Knowledge of Human Resources management principles, including group dynamics.

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Job Purpose

• Handle Domestic payments, Liabilities while ensuring efficiency in execution as per set standards
• Manage Workflow within Domestic Payments to meet agreed TAT & SLA
• To Manage staff and to maintain a high quality in overall performance of Payments while supporting the Domestic Manager & Team Leaders within Payments
• To ensure stability of processing systems to meet the required workload and schedules and to obtain the optimum utilization of all-available equipment and resources in the provision of centralized processing services.

Key Responsibilities/Accountabilities

Duties:

• Monitors the submission and processing of all Payments processing work from all originating units as per service level agreements.
• Ensures that a checklist for all jobs to be processed is maintained and query where issues arise
• Monitoring of daily Payments processing workflow, special instructions and system updates.
• Deal with 3rd party service providers where system support is required to timeously resolve equipment breakdowns.
• Maintain a record of all system faults and solutions provided
• Keep Management informed on issues that may hinder or cause late execution of Clients instructions.
• Responsible to keep all team members up-to-date on any changes to procedures or schedules or systems and updating and recording any such changes ensure that all problems/ incidents relative to the shift are addressed, resolved and updated timelessly.
• Supports maintenance of the Bank and Client database in the clearing systems as may be required from time to time
• Undertakes quarterly appraisal and counsel discussions with Direct Reports.
• Monitor procedural moves such as start and end of day for the Electronic Payment Systems
• Monitor and ensure all Incoming transactions are in balance and are applied as required.
• Ensuring that all the necessary applications are up and running as per milestone targets and within service level agreements.
• Follows escalation procedures on issues and reporting and be able to explain the situation on Payments processing and processing systems as they arise within Payments processing windows to facilitate on time action
• Administering direct reports development within the team (hands on training) as well as in carrier enhancement (systems, standards and concept training).
• Co-ordinate and give necessary hands on training to operators to ensure tasks are carried out in accordance with laid down procedures.
• Team maintenance and motivation in all aspects of staff with regards to a high standard of development, competence and performance, the supervision of Direct Reports
• Key Result Areas (KRA’s), quarterly appraisal and counsel discussions with Direct Reports, ensures all Direct Reports have a development plan in place and the relevant training is scheduled for each individual.
• Formal structuring and co-ordination of leave, overtime and travel claims.
• Responsible for the implementation and adoption of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.

Key Performance Measures: -

• Effective use of systems and processes to generate desired results
• Effective communication on issues arising in received work
• 100% reconciliation of items outstanding in the accounts T24 within acceptable reconciliation periods as per procedure
• Number of improvement initiatives registered and implemented.
• Effective team training and application of concepts.
• Team management, motivation and growth
• Effective expenditure use as per set budgets

Important relationships
Internal

Maintain a co-operative working relationship with other Team members.
Manager Clearing - Feedback/discussions/Information dissemination/instructions
Team leader Inwards Processing –Feedback/discussions/Information dissemination
Team leader EFTS payments –Feedback/discussions/Information dissemination
Team Leader Foreign Exchange payments - Feedback/discussions/Information dissemination
Head of Production – discussions, information dissemination, feedback.

External

• Heads Service Support, Customer Consultants, - processing issues, feedback.
• IT Staff System support issues
• Operations support Manager/ Head of Operations – Operational issues/feedback/instructions.
• Human resources - Staff issues
• Good relationships required with related internal units such as PBB, CIB, GIO, Customer Consultants, Customer Care Centre, Validation Teams and other Banks.

Preferred Qualification and Experience

• Working knowledge relating to organizational and Electronic Payments process management in a service oriented environment is an added advantage
• University Graduate. Upper Second Class Hons or equivalent

Professional Qualifications

• Banking qualifications an added advantage
• Basic Accounting

Knowledge/Technical Skills/Expertise

• Organization skills and management
• Banking qualifications
• Electronic Payments process and Record Management
• Computer Literate
• A working knowledge of the Clearing environment and cycle

IT Skills

• Good verbal and written communication skills
• Organizational skills
• Leadership skills