Officer, Account Maintenance at Standard IBTC Bank

Standard IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

The Operations division of Standard Bank is at the very centre of all the bank’s procedures, enabling and optimising our Corporate and Investment Banking activities. We develop prototype concepts into robust, reliable solutions, constantly evolving our existing product range to help the bank maintain a competitive lead with our global clients. We are also in demand as internal consultants to the business, helping to manage the Bank’s assets through effective risk management and control systems. As part of this role we now seek an experienced professional, who will help guide our work to fulfill our ambitious growth strategy

We are recruiting to fill the vacant position of:

Job Title: Officer, Account Maintenance

Job ID: 12674
Location: Lagos, Nigeria

Position Description
To primarily provide Account Maintenance duties on customers’ accounts within agreed SLA and in line with bank’s procedures and ethical standards

Key responsibilities
Maintenance of customers’ accounts

• Execution of instructions by customers to provide a high level of customers satisfaction and quality output
• Proactively attending to requests and proffering alternatives that will suit the customer’s needs while working within the control policies of the bank
• Daily capturing of activities on metrics web page

Strategic
Assists to implement and continuously improves the Account Maintenance area in co-ordination with the Team leader, Account Maintenance , with a view of ensuring efficient and effective functioning and high level of service within the Account Maintenance area.

Customer and Business Partner Relationship Management

• Suggests and implements initiatives to improve customer satisfaction ratings
• Engages in the Customer Value Proposition and processing within Service Level Agreements and benchmark targets to ensure alignment to these requirements
• Ensure that assigned tasks are executed promptly

Cost Management

• Provides cost reduction initiatives and and ensures that budgets for the Account Maintenance area are met.
• Provides suggestions on how throughput can be maximised throughout the Account Maintenance area by noting processes that could be improved applying the 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.
• Maintain a cooperative supportive working relationship with other team members

Performance

• Implements defined operational performance metrics geared towards meeting country objectives by analysing the existing gaps.
• Collaborates with other areas to ensure that best practices and a standard approach is followed.
• Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.
• Provides accurate and timeous reports as required to line manager

Control

• Identifies and assesses the risks facing both systems and business processes thereby providing effective loss and risk management and so minimising the operational risks.
• Liaises with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk.
• Check risk implications and in need, refer to Compliance or Operations Control
• Keep abreast with new policies and procedures at all times and educate team members accordingly

Required Skills and Qualifications
Qualifications

Minimum qualifications

• B.Sc/B.Ed/B.Eng (second class upper/lower)

Certifications
No mandatory but ACIB/ACA is an advantage

• Procedures and processes relating to banking transactions
• Systems used to process transactions for various accounts
• Process / project management
• Comprehensive knowledge of banking transaction processes relevant to products and services offered to customers
• Practical knowledge of how to input, access and utilize information to analyze forecast trends
• Knowledge of capacity management principles
• Knowledge of cost management principles and practices
• Knowledge of process / project management

Experience At least 2 years of cognate experience in branch/bank operations. Finnacle user knowledge is required.

Technical competencies

• Budgeting skills
• Risk identification and assessment skills
• Team playing skills

Required Competencies
Technical competencies

• Risk identification and assessment skills

Personal competencies

• Well-developed team playing skills
• Excellent interpersonal and communication skills
• Strong customer focus and service orientation
• Creative, analytical with good problem solving skills
• Conflict management skills and ability to manage ambiguity
• Self-driven, values based, innovative, independent adaptive and results orientated person
• High emotional intelligence

Problem solving, planning and decision making Problem solving

• The job deals with various customers’ accounts. The job is always pressurising as customers submit various instructions that need to be executed urgently. Some of the instructions carry huge potential risks for the Bank if not executed timeously or correctly
• Some of the instructions from the customers are unreasonable and not in line with the Bank’s procedures. The job holder needs to be able to explain the impracticality to the customer without causing an upset
• The job holder needs to find appropriate solutions, which will meet the needs of business, while still ensuring that risk is kept to a minimum, and internal audit requirements are met
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs to research new ways of doing things, with a view to constantly improving productivity and quality of work produced in the Account Maintenance area

Planning

• The ability to engage in strategic activities and then to interpret and convert these into workable, tactical operational process plans for implementation in a changing and competitive processing/customer services environment
• Conceptual/creative thinking needs to be coupled with strong practical sensibility to ensure that strategies are effectively implemented to optimize the short, medium and long term operational needs and to support the business’s objectives
• The jobholder needs to think and plan up to 2-3 years ahead, to ensure the successful delivery of outputs, particularly when preparing budgets and head count requirements

Decision making

• In providing a responsive service delivery function there is pressure to meet tight deadlines and to satisfy customer requirements in an environment with a wide variety of problems and unexpected challenges which requires the skill to identify, prioritise and resolve issues at the customer interface.
• The job requires the incumbent to be able to handle authority expediently, be orientated towards immediate accomplishments and to be a firm decision maker.
• Part of the challenge lies in an ability to harness appropriate advice, guidance or assistance timeously from key stakeholders.
• Requires an innovative individual who can think laterally, who has business vision and who can take an idea and move with it to conclusion.

Application Closing Date
6th August, 2014

Method of Application
Interested and qualified candidates should
Click here to apply online