Job Description
JOB SUMMARY
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 TASKS AND RESPONSIBILITIES
KEY MEASURABLE GOALS
- 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
- Personal Development
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.
SKILLS, KNOWLEDGE & COMPETENCIES
Knowledge Skills
- 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
- Analytical thinking
- Decisiveness & Judgement
- Personal Organization
- Meeting customer needs
- Managing relationships
- Self-development
- Adaptability
- Working with others
- Banking Certifications
QUALIFICATIONS & EXPERIENCE
- A University Degree in Finance/Accounting/Commerce or related field from a recognized university.
- Two years working experience in Bank operations
ANTI-MONEY LAUNDERING (AML) EXPECTATION
The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.Performs simple clerical duties by applying office procedures including answering calls, managing basic financial transactions and recording, typing or word processing, filing, and other ad-hoc activities to increase efficiency.
Responsibilities
Administration
Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
Document Management
Create, organize, and maintain files containing the correspondence and records of a senior colleague.
Document Preparation
Prepare routine letters, memoranda, reports, and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.
Work Scheduling and Allocation
Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
Operations Management
Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
Internal Client Relationship Management
Help manage internal client relationships by supporting others to build effective working relations.
Operational Compliance
Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Data Collection and Analysis
Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
