Group Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
Ensure that all transactions sitting in HASP and problems/queries relating to transactional queries received from CIB, PBB CCC, customers, branches, Small and Medium Enterprise (SME) centers and Priority suites are resolved efficiently within the required time frames. Ensure that all Suspense for OSS are actioned within prescribed times. Understand the risks associated with dealing with reconciliation of suspense accounts, queries and dissemination of confidential information. Maintain a high level of integrity and ethical standards
Key Responsibilities/Accountabilities
- Ensure that all queries and problems relative to Suspense accounts and transactional are resolved efficiently within the set turnaround times (TATs)
- Ensure accuracy of information when resolving queries/complaints and auctioning of Suspense Accounts. .
- Ensure that the Code of Banking Practice is adhered to.
- Undertake root cause analysis to prevent recurring problems/queries.
- Ensure that confidentiality of customer information is maintained at all times.
- Limit potential losses to the bank by ensuring that laid-down instructions are adhered to at all times.
- Ensure that an effective control structure is maintained.
- Ensure that revenue recoveries are affected on a daily basis for services provided.
- Support migration initiatives and generate sales leads
Preferred Qualification and Experience
- Diploma or IOB Certificate.
- 1 – 2 Back office experience or 1 Year branch experience, with exposure to transaction processing
Knowledge/Technical Skills/Expertise
- Sound knowledge of transaction processing as it relates to channels for accounts products and transaction types.
- Understanding of the relationships between the various entities involved, e.g OSS, POD, PBB Client Services, CIB Client Service and Branch network.
- Knowledge of bank products and services applicable to the market served.
- Knowledge of service standards.
- Knowledge of the Code of Banking Practice.
