Position Description
To support and assist IBC team by providing efficient and effective transaction processing that
enhances quality service delivery, promotes the possibility of exceeding customers’ expectation at all times. In addition to minimizing operational losses as well as ensure good customer relationship at all times.
REPORTING STRUCTURE
Reports to Team Leader, Liaison and Due diligence
KEY PERFORMANCE MEASURE
•Consistent achievement of high levels of customer service and satisfaction
•Compliance and improvement on turn- around times (TAT)
•Reduction of costs and increased throughput (output)
•Compliance to regulatory requirements governing banking practices
•Effective management and mitigation of operational risks
§Constant feedback and support to Team Leader, Liaison and Due diligence
§Error free processing-zero errors
§Proactive approach to work, willing to take responsibility, ownership and throughput.
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2. Job Title: Officer, Invisible Payments
Position Description
To support and assist Team leader by providing efficient and effective transaction processing so as to provide a simpler better and faster customer service, minimize operational losses as well as ensure good customer relationships.
AUTHORITY LIMITS
No action to be taken outside group standards, procedures, approved objectives and policies without the prior approval of the Head, IBC
REPORTING STRUCTURE
Reports to Team Leader – FX Payments
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3. Job Title: Trade Officer (GMT)
Position Description
•To optimise International Business Centre(IBC) fulfilment resources to achieve business objectives inline with the Business Support strategy and the Bank’s vision & values as a whole.
•Maintain an International Business centre(IBC) team with focus on Business Support, with the aim of providing a level of service which is of high quality and consistent with the standard of service delivered by other members of the Standard Bank Group.
•Maintains a proactive means of identifying customers’ needs and service preferences
REPORTING STRUCTURE
Reports toTeam Leader, Liaison & Due Diligence
KEY PERFORMANCE MEASURE
•Consistent achievement of high levels of customer service and satisfaction
•Compliance and improvement on turn- around times (TAT)
•Improved customer service and satisfaction levels as per customer survey results
•Reduction of costs and increased throughput
•Compliance to regulatory requirements governing banking practices
•Effective management and mitigation of operational risks
•Management of relationships with suppliers and stakeholders
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4. Job Title: Officer, Corporate Client Care
Position Description
Purpose of Job
To optimise Corporate Client Care fulfilment resources to achieve business objectives inline with the Business Support strategy and the Bank’s vision & values
Maintain a corporate customer care team with focus on sales support, account opening and documentation, with the aim of providing a level of service which is of high quality and consistent with the standard of service delivered by other members of the Standard Bank Group.
Ensure successful after sales service of all solutions delivered by Client Services and maintain a proactive means of identifying customers’ needs and service preferences
KEY RESPONSIBILITIES
Customer and Business Partner Relationship Management
•Identifies customer service expectations, applies SLAs and aligns to the Customer Value Proposition in order to deliver an appropriate service.
•Investigates customers’ complaints relating to payments by continuously interacting with the various customers to ensure high service levels by Payment function
Cost Management
•Implements tactical initiatives to reduce cost to ensure that budgets for the Payments function are met
•Ensures that throughput is maximised throughout the payments function by implementing principles of Lean manufacturing and Six Sigma
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
Operational Performance
•Support the head of unit to develop and deploy operational strategy to integrate, improved and innovate through uniformity of processes and optimal utilization of technology platforms to improve service, turnaround times and improved customer satisfaction.
•Provide efficient and effective service by ensuring that customer queries are Managed effectively and we utilize customer feedback to enhance our offering.
•Understanding industry trends relating to telephone banking and query handling capabilities
•To understand and mould the Client Account Management area, ultimately driving the desired CIB and the teams business objective business objectives.
•Improving performance by raising efficiency through technology opportunities available.
Control
•Compliance with processes and procedures in place within the region and align with benchmark Risk Management practices and the Corporate Client Care broader risk policies and procedures
•Ability to identify, accurately access and appropriately act on all aspects of risk associated with their specialist area, division and interdependent projects/ areas (including their client base, products, systems and services).
Self Development
•Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications
Key Performance Measure
•Consistent achievement of high levels of customer service and satisfaction
•Compliance and improvement on turn- around times (TAT)
•Improved customer service and satisfaction levels as per customer survey results
•Reduction of costs and increased throughput
•Compliance to regulatory requirements governing banking practices
•Effective management and mitigation of operational risks
•Management of relationships with suppliers and stakeholders
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5. Job Title: Officer, Due Diligence
Position Description
To support and assist IBC team by providing efficient and effective transaction processing that enhances quality service delivery, promotes the possibility of exceeding customers’ expectation at all times. In addition to minimizing operational losses as well as ensure good customer relationship at all times.
KEY PERFORMANCE MEASURE
•Consistent achievement of high levels of customer service and satisfaction
•Compliance and improvement on turn- around times (TAT)
•Reduction of costs and increased throughput (output)
•Compliance to regulatory requirements governing banking practices
•Effective management and mitigation of operational risks
§Constant feedback and support to Team LeaDer, Liaison and Due diligence
§Error free processing-zero errors
§Proactive approach to work, willing to take responsibility, ownership and throughput.
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6. Job Title: Officer Trade Returns
Position Description
Job purpose
To produce timely and accurate regulatory /compliance returns, ensuring that Stanbic IBTC stays in step with the statutory requirements of Central Bank and other regulatory bodies. Automating the end-to-end workflow of regulatory reporting -- from data capturing to validation (at our end) viz-a-viz report delivery to CBN with zero error tolerance.
Key responsibilities
DAILY RETURNS
• Spools the daily FX trading from Calypso.
• Import the transaction onto an excel sheet.
• Classify transactions on excel into different categories.
• Ensure that the Closing Positions (from Market Risk Report & Returns) agree.
• Prepares the daily (DTRs)
• Fill CBN’s Data Submission System/eFASS and generate an XML file.
• Generate jar file from XML file.
• Upload the jar file via eFASS to CBN.
MONTHLY RETURNS
• Consolidate the daily DTRs to generate the month end returns(MTRs)
• Fill CBN’s Data Submission System/eFASS and generate XML files for each of the returns (listed above).
• On DSS, generate the jar file for all the reports
• Upload the jar file to CBN (on or before the 5th day of the succeeding month or the next working day if 5th falls on a weekend)
• Back-up for other Exchange Control Officers (FECD)
• Any other duties that may be assigned from time to time.
Back up functions
• Back up for CCI desk
Customer Service
• Enhance the bank’s image through effective customer service.
• Maintain a good service relationship with Treasury/GMO
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
Operational Performance
• Identifies and defines tactical operational performance metrics geared towards meeting units objectives by leveraging opportunities.
• Collaborates with other areas to ensure that best practices and a standard approach is followed.
• Provides accurate and timely MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.
Control
• Identifies, assesses and mitigates the risks facing both systems and business processes thereby minimising the operational risks.
Problem-solving
• Required to follow laid-down policies and procedures at all times.
• Deal with a wide range of customer queries, showing sensitivity to customers’ individual requirements as well as the bank’s laid-down operational/procedural limitations.
• Refer problems falling outside of parameters to the supervisor for resolution.
• Able to take the initiative within limits of authority.
• Proactive end to end query management
Self Development
• Identify appropriate formal and occupational (informal) training needs and courses (internal/external) to develop yourself under discussion with Team Leader.
• Up-Skill yourself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.
• Share knowledge acquired from courses and apply knowledge gain for value added to job role performance
Key performance measure
• Consistent achievement of high levels of customer service and satisfaction
• Compliance and improvement on turn- around times (TAT)
• Reduction of costs and increased throughput (output)
• Compliance to regulatory requirements governing banking practices
• Effective management and mitigation of operational risks
• Constant feedback and support to Team Leader, Regulatory Reporting & CCI.
• Error free processing-zero errors
• Proactive approach to work, willing to take responsibility, ownership and throughput.
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7. Job Title: Reconciliation Officer
Position Description
The reconciliation of all Acquiring and Issuing transactions between foreign and local banks as well as in house accounts which are governed by the associations, namely, Visa and MasterCard
Prompt reconciliation as well as skills in ensuring that there are no long outstanding items is required.
Reconciliation of all card transactions with relevant reports form card association and internal generated reports
Ensure cleanliness and Integrity of all card GLs under the coverage of the team through daily review of the accounts
Maintain a culture within the Bank that emphasizes and demonstrates to all the importance of reconciliation and its corresponding effect on service excellence
Ensures that exceptional transactions are adequately identified and reported to the team leader on a timely basis for further actions.
Responsible for ensuring that existing internal controls policies on suspense accounts are strictly adhered to
Apply correct entries to relevant Expense or Revenue accounts daily.
Follow up on all unmatched and outstanding items by generating written queries to the applicable unit / branch.
Maintain files in a neat and orderly manner.
Uploading of MasterCard rate on the Postillion server.
Timely submission of all reconciliation report such as the Dashboard, recons reports as well as the finance monthly reports.
MIS reporting
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8. Job Title: Settlement Officer
Position Description
Purpose of Job
To support the Team Leader, Settlements and confirmations, and Head, Custody Operations, in providing quality service to clients in the areas of trade matching and settlements of trades.
Key Responsibilities
Clear understanding of MasterCard and Visa settlement process and procedures.
Understanding of governing principles and rules of card settlement
Ensure timely Settlement of Card transactions
Responsibilities for card suspense accounts (to be cleared daily)
Balance incoming and outgoing transaction reports against settlement values received from the associations.
Apply correct entries to relevant Settlement, Expense or Revenue accounts daily
Responsible for ensuring that existing internal controls and regulatory policies over the settlement process are strictly adhered to
Ensure that merchant transactions are posted into appropriate GL and accounts
Prompt funding of Nostro account in conjunction with Global market team
Ensure appropriate bills/credit from MasterCard and Visa also are processed daily to Expense and Revenue account appropriately
Ensure Reconciliation Dashboard is properly produced and submitted timely to the appropriate units
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