Career Opportunities at Standard Bank Group

Job Details

Risk Management: understanding all risks – from the economic to the political – that could affect our global business, and offering guidance to all parts of the bank

Job Purpose

Manage and control the arrears portfolio in respect of IPF that are showing extreme distress or delinquency so as to facilitate the rehabilitation of customer arrears , or take the necessary steps to minimize the bank losses by terminating insurance policies in a timely manner and realise the highest possible value whilst ensuring that there is zero tolerance for IPF provision.

To attend to all administrative functions emanating from the Debt Management and Credit Control Officers from the rehabilitation of customers in arrears in the pre lock-up categories.

Key Responsibilities/Accountabilities

Manage and control the arrears portfolio in respect of IPF that are showing extreme distress or delinquency so as to facilitate the rehabilitation of customer arrears. Maintain and enhance customer service while attending to customer queries in regard to IPF and other bank products. Issuing timely terminations notices upon default of premium payment. Aggressively chasing Insurance companies for refunds. To control and manage the flow of incoming mail. The preparation and capturing the relevant credit and debit entries. Daily tracing of customers and update of the clients demographics. Attending to the account reconciliation of customers account and customers queries. Receipt of cheque payments and forwarding for banking. Rehabilitation &Recovery (R&R) Metrics report. End of month provision Risk grading. Extraction of listing data and sending to the CRBs-full file listing. Dispatching letters for listing. Updates and delisting excel updates. Bulk set offs-SFIs. Accounts with funds report generation. Small Balance reports. Risk grading-weekly. Monthly preparation of raw agents report. Ensure compliance with statutory regulatory and supervisory requirements to protect the reputation of group and to avoid legal action /sanction in respect of regulatory and operational compliance matters. Provide and submit comprehensive reports and/ or documentation to management on all insurance refunds made. Prepare and control the posting of required R&R letters and notices. Facilitate the internal tracing of customers under the management and control of R&R Accounts write-offs and Restructures. Self-development.

SUCCESS INDICATORS

KEY PERFORMANCE MEASURES The timeous distribution of incoming and outgoing mail. Daily tracing of customers and update of the clients demographics. The timeous preparation and capturing the relevant credit and debit entries. Attending to the account reconciliation of customers account and customers queries. Internal and external Customer Service ratings. Achievement of monthly set target in arrears balances and number of accounts. Daily preparation and submission of requests for termination and notice to terminate. Zero tolerance to IPF provision. Comprehensive and accurate completion of all documents relating to insurance terminations and notices. Customer complaints to be handled effectively. Consistent maintenance of filling systems. Internal and external customer service rating. Self-development. Timely submission of all CRB Reports.

IMPORTANT RELATIONSHIPS INTERNAL

Maintain a supportive working relationship with all stakeholders internally. Maintain a supportive working relationship with all service providers Report to ADMIN –Customer debt management. Liaise with other CMD Arrears officers, VAF unit and other administrative staffs.

EXTERNAL Staff members of all stanbic bank branches and outlets. Clients ( key to this post ) Insurance companies and insurance brokers. External service providers e.g. Insurance companies repossesses , lawyers and collection agents

Preferred Qualification And Experience

• Degree holder from a recognised University

Professional Qualifications

• Diploma in banking is an added advantage Professional training in credit management

Knowledge/Technical Skills/Expertise

Good knowledge of the banks internal processes and loan recovery process in Kenya. 3 years general Credit experience. Strong personality with well developed communications and inter-personal skills. Negotiation skills. Understanding of Accountancy and Bookkeeping. Sufficiently computer literate to prepare and record documents and returns, with knowledge of the following being an advantage:

MIS T24 MS EXCEL MS Word PowerPoint

Display a strong and convincing personality to succeed in the recovery of arrears payment. Well developed communications and inter personal skills to be able to deal with difficult and sometimes rude customers. Apply knowledge to Credit Control Procedures to ensure that appropriate steps are taken when dealing with arrears accounts.

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Job Details

 

Real Estate: identifying new premises, locations and buildings, leasing real estate, buying and selling property, construction and maintenance.

 

Job Purpose

 

Develop, implement and drive the Facilities and Logistics function in order to enable the achievement of the country’s overall business strategy and goals; ensure alignment with the Bank’s central Group Real Estate Services & Physical Security (GRES) strategy

 

Take overall accountability for the leadership, management and delivery of all in-country facilities and logistics functions and services; ensure that all functions and services meet the in-country business requirements

 

Deputize the Manager Group Real Estate Services and Physical security (GRES)

 

Key Responsibilities/Accountabilities

 

Strategic Execution Assist the Manager GRES in defining the Facilities and Logistics Management specific strategies and goals as they relate to overall operations strategy Implement and drive the Facilities and Logistics strategy and its goals; monitor the effectiveness of the implemented strategy, plans, processes, and standards and revise them on an on-going basis

 

Customer Service & Stakeholder Management Ensure that the Facilities and Logistics team is effective and efficient in delivering practical, timeous and cost effective services that meet business needs and enable improved business performance Support in the receipt of feedback on the service provision of the external service providers, and management of the feedback to ensure compliance Evaluate the perceptions of the GRES functions and services to ensure that the services are positively reflected with both internal and external stakeholders; collate feedback and integrate it into the development of new and enhanced services and behaviours Build sustainable relationships with all relevant external stakeholders in order to secure the necessary customer relationships and benefits Identify, implement and monitor all key related metrics and performance measures across the team, this includes the delivery and monitoring of SLA’s (internal and external providers)

 

Operational Performance: Logistics management of the banks motor vehicles. Support services management i.e. receptionist, tea services, cleaning, mailroom. Maintenance of the various equipment of the bank including the following;

 

Note counting machines Printers Photocopiers Scanners Shredders Air Conditioners Fire equipment Electrical equipment UPSs Generators Lifts Signage Fumigation services provision

 

Carry out regular inspections and Audits to the various bank facilities to ensure they comply and meet the corporate Identity standards Energy management Provide oversight for the helpdesk management and ensure SLA is adhered to. Keep abreast of the relevant occupational, health and safety and other GRES related legislation and regulations and ensure that they and their teams integrate and adhere to these in the delivery of their services – translate the Central Bank guidelines, in-country

 

Reporting and Cost Management Report on actual expenditure against budget, including variance reporting and providing commentary on variances when necessary Develop and monitor relevant Capex and Opex budgets, ensuring that all services are delivered within the estimates defined in the Budgets Ensure the appropriate billing and payment of external service providers is as per work done, and mandate

 

Resource Utilisation Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies Drive and facilitate the appropriate recruitment, training and development

 

Control Service provider evaluation and review, to enable compliance to SLA Compliance with the security and access standards in respect of the facilities and logistics premises Proactively and regularly report critical and exceptional Facilities and Logistics related information to the Manager GRES, as well as to the Head of Operations Ensure that quality assurance processes are implemented and the monitoring of quality assurance is carried out across all in-country Facilities and Logistics services Ensure that plans are efficiently implemented within approved budgets and timelines. Quality control to ensure value for money.

 

Compliance Responsible for the implementation and adoption within (indicate Department, Branch, or Section as appropriate) of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of customers including those that require being subjected to Enhanced Due Diligence for on-boarding and continued business. Compliance to regulatory requirements governing banking and GRES practices.

 

Self Development Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.

 

People Management Provide guidance to and manage the performance and behaviours of their teams, ensuring high levels of motivation, competence and service orientation Identify appropriate training and development courses and initiatives to enable the team’s on-going growth and development Performance Management, including recognition, reward and poor performance management

 

Key performance measure Achievement of Facilities and Logistics strategic objectives Delivery of Facilities and Logistics services and projects – quality (in line with GRES standards), timelines and cost. Timeous and accurate variance reporting Cost management – reduction of operating costs, resource optimisation, contract savings Satisfied customers – measured by internal surveys and meeting of SLA’s Skills development (workshops, training) Stakeholder feedback on own performance Risk Management. Personal and team effectiveness. Sustainable win-win supplier relationships

 

Internal and external relationships Develop, enhance and sustain strong internal working relationships with the various managers and the business heads across the various functions in the bank (e.g. Finance, HR, Legal, Marketing, Risk, IT, PBB, CIB etc), Regional Heads and direct reports. Build and maintain effective working relationships with external contractors, vendors, service providers (e.g. engineers, architects), suppliers, industry bodies, property developers, agents, landlords, regulatory bodies, Regional operators, etc.

 

Preferred Qualification And Experience

 

• A Degree in Building Economics or construction management or Electrical or Mechanical Engineering.
• Good understanding of the banking industry.
• Certification or Training in facilities management.
• Certification or Training in OHS management.
• A minimum of 5 years doing similar works or in a similar position in the banking industry.

 

Knowledge/Technical Skills/Expertise

 

Extensive experience in management of real estate, ideally within the financial service sector. Experience in management of security function, systems and processes Experience in management of service providers, negotiation and implementation of service level agreements Practical process and project management experience Experience in managing people (direct and indirect reports) and relationship building across multiple locations and geographies Experience in working in multi-discipline teams, fostering collaboration, team work and the delivery of improved business performance Contractor and vendor management Budget and cost management