CFC Stanbic Bank - Team Leader, Back Office Support

ROLE	TEAM LEADER, BACK OFFICE SUPPORT
REPORTS INTO	MANAGER, BACK OFFICE SUPPORT
DEPARTMENT/UNIT	IPC, BACK OFFICE SUPPORT
GRADE	SBG  8
NO. OF POSITIONS	1

 

KEY RESPONSIBILITIES/CHALLENGES

SCOPE OF ROLE To manage and coordinate quality services to customers through exceptions management, sound record management practices, oversight on customers statements production and distribution and audit confirmation process. To assist the Back Office Support Manager in business support, change process, projects and other business focused operations with the overall responsibility of back office support section and its functions in line with the organization’s goals and service level agreements in place.   Exceptions Management: a)      Plan and conduct quality assurance assessment for continued improvements in exceptions management by proactively identifying such risk prone areas in consultation with the manager back off support. b)      Authorize any maintenance on Group Parameters in regard to product set up and pricing ensuring that this is done accurately and in required timelines without fail. c)      Originate reports to critical stakeholders to assess the performance and monitor areas that may need attention and inline with the organization’s expectations. d)      Evaluate and come up with controls to mitigate against risk Statements Printing and distribution a)      Monitor and control the customers statements production process to ensure timely delivery of customer statements b)      Support rendition of other mails which require auto-mailing services from other departments within the bank. c)      Ensure strict observance of data and information confidentiality while handling customer statements. Audit confirmations Supervise the audit confirmation duties to ensure provision of requested information within the laid down procedures to effectively support client needs. Record management a)      Develop sound record management policies in line with the bank and group standards b)      Revise and adopt the best record management practices to support the banks storage and retrievals needs. c)      Ensure strict adherence to the regulatory and legal requirements in as far as records management is concerned. d)      Forecast business needs to ensure proper filing systems are place to support storage and retrieval requests. Query management a)      Ensure query resolution within the agreed TAT’s. b)      Evaluate and implement permanent solutions after considered analysis of the root cause of the repeated queries to ensure non-recurrence. c)      Engagement with business partners to identify avenue of improvement of client query management. Quality Assurance: ·        Ensure all errors and resolved as arrested/picked by exceptions management team as well as quires from business. ·        Ensure SLA’s and TAT’s are observed.   Risk Management: Ensure proper validation of transactions to ensure that all necessary duty of care requirements have been exercised, and deter any fraudulent transaction. Ensure compliance to all routine control procedure. Attend to routine control check for own unit. Ensure that laid-down policies and procedures are adhered to by exceptions management team. Monitor internal controls to ensure their adequacy and effectiveness. Recommend revision of controls to the management, where appropriate, to address new or previously uncontrolled risks. People Management: Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates. Monitor and manage the performance and development of subordinates to ensure, compliance with the Code of Banking Practice, internal controls and overall well-being of staff. Visibly assist by providing consistent encouragement and guidance to the subordinates. One- on-one sessions should be done on frequent basis. Ensure that equity requirements are met and transformation initiatives supported. Ensure team members attend all training relevant for the function of exception Management and that staff are well trained to handle the functions.

 KEY PERFORMANCE MEASURES

Laid-down policies and procedures followed for all functions by the back office support section.. Prompt turn-around times for validation, reporting and efficient service. Low error rating. Positive Internal Audit and Compliance report findings. Identification of Revenue leakage avenues. Cost Reductions that has a positive effect in influencing achievement of the banks cost to income ratio. Frustration of all fraudulent activities in regard to processed transactions. Support adherence to AML and requirements set from time to time.

IMPORTANT RELATIONSHIPS

Maintain a supportive, co-operative working relationship with: ·        Compliance Department ·        Processing and Clearing Department ·        Sales Fulfilment Centre ·        IT department ·        Branch Staff ·        Customer Care Centre. ·        Risk Department. ·        Operations integrity. ·        Operations support-administration.

PROBLEM SOLVING, PLANNING AND DECISION MAKING

Problem solving The ability to identify and understand the business needs as related to processed transactions and then to interpret and convert these into operational reality to realize the full potential of exceptions management. Ensuring that all problems relating to unresolved issues raised by exception management team are well addressed to conclusion. Be able to handle authority expediently, be orientated towards immediate accomplishments and to be a firm decision-maker especially when raising issues of transactions not done as per the laid down policies and procedures. Ability to harness appropriate advice, guidance or assistance from all support functions as regards management of Exceptions management team to effectively interrogate processed instructions. Creatively adapts within Quality Operations principles, and Customer value proposition parameters to best meet customer needs with minimal risk to the Bank. Planning To meet tight deadlines and satisfy customer service requirements in an environment laced with a wide variety of problems and unexpected challenges to handle all exceptions. Required to interpret, analyze, evaluate and formulate plans manage the team. Able to plan and manage the flow of vouchers/transactions instructions from PORs to Archives. Able to plan leave days for staff so as not to affect service delivery from the exceptions management team. Build in the provision for adjustment in planning and ensures plans are practical and in line with business objectives. Decision making Consider all the facts, options and possible outcomes prior to making decisions in relation to interrogating transactions. Quick to act upon potential opportunities to mitigate risks involved in processing transactions and take the initiative to own of addressing the same. Ability to make decisions on handling exceptions by proactively perceiving risky areas and how to handle such. Develop an information-rich environment in which to make decisions. Required to analyze and critically evaluate information, and make sound decisions after considering all the facts presented by multiple sources of information. This involves probing for facts, identifying disadvantages and challenging assumptions by liaising with other units involved in processing transactions.

KEY COMPETENCIES

Skills and knowledge KYC policy Anti Money Laundering policy Sound knowledge of the Bank’s processes and procedures. Knowledge of core banking system and associate 3rd party systems Familiarity with exceptions handling/validation knowledge ·        Good communication Skills. ·        Ability to spot and interrogate suspicions transactions. Experience At least 5 Years Banking experience preferably in operations or branches Core Personal Competencies ·        Able to convey factual information clearly when communicating verbally. ·        Assertive – able to stand by principles despite opposition. ·        Resilient – able to retain optimism despite setbacks and not take criticism personally. ·        Methodical, accurate, pays attention to detail. ·        Ability to remain calm and focused under pressure. ·        Results-orientated, adheres to turn-around times/deadlines. ·        Team player – ability to share with others. ·        Self-motivated, energetic and proactive to seize opportunities in mitigating risks. ·        Interrogation and investigation skills ·        Firm decision maker. ·        Fraud awareness knowledge and AML knowledge.

 SELECTION CRITERIA

Education Level Degree holder from a recognized University (min – 2nd class upper or equivalent). Professional Qualifications ·        Banking examinations desirable but not a must. §  Computer literate

Customer Commitment Drivers

THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS: Simplified banking Banking that is simple to use and simple to understand, or a simple account for all my needs Competence Competent and reliable staff that are honest and trustworthy. High customer regard Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me fee proud of who I am and how I choose to do things”. Understanding and appreciating the effects of any errors in processing to the customers and to the reputation of the bank. Promptness Prompt service performed right the first time and prompt query/complaint resolution.  Bank leadership ·        Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive. ·

 APPLICATION PROCESS

If you feel you are the right candidate and wish to be considered for the Job, please submit a written application (not through e-mail) in sealed envelopes together with the latest (updated) copy of your CV to reach Head of HR on or before 30th December 2010. Drop it at CFC STANBIC Headquarters  along Chiromo Road or send to : CFC STANBIC BANK, P.O BOX 72833 – 00200 nAIROBI KENYA