Officer, Production Operations at Stratostaff

KEY RESPONSIBILITIES

Receive and perform duty of care on customer Instructions


Receive instructions from internal and external clients for processing financial and non financial transactions via the authorized bank channels
Verify and validate customer instructions against documentation on file to ensure accuracy and authenticity, including callbacks where applicable.
Indicate or advise on any special handling instructions as dictated by the client; print and forward information as appropriate for processing.
Keep informed on all changes to products and services, rules and regulations to ensure accurate processing of instructions and perform accurate quality checks.


Processing of customer Instructions


Capture transactions in the system as per the documented procedures
Escalate non-conforming instructions to the Team Leader or Line Manager for further guidance or action
Remit and/or settle funds in the system as per client requests
Strive to meet high customer service levels by processing incoming requests efficiently and in accordance with procedures and policies to meet Service Level Agreements
Prioritize and organize work based on risk/severity and processing requirements to ensure deadlines are met according to policies and procedures and service level agreements.


Reconciliation and safe keeping of customer/processed transactions


Validate and confirm that all transactions allocated have been processed and authorized by the end of the day.
Ensuring all entries in suspense accounts are accounted for and/or processed as per the agreed turnaround time and any variances explained and escalated to the team leader or line manager
Compile and file records of transactions processed and other activities.
Maintain and update filing of customer or other internal instructions in line with bank document management procedure and policies.


Responding to customer queries


Prompt response to customer queries as per documented procedures and policies
Providing information that the customer may require in consultation with the line manager and as per the bank policies and procedures
Escalate any queries that are outstanding beyond SLA to the team leader or line manager for further guidance or action.


Complying with client Policies and Standards


Ensure that service standards provided for in the Banking Sector Charter are adhered to.
Ensure implementation and adoption within assigned portfolio of all Compliance, Anti- Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.
Ensure compliance with the agreed levels of authority for own area and with all applicable laws, regulations, group policies and procedures to minimize operational losses.
Look out for risk implications arising from the day-to-day work and if need be, refer to the relevant team.
Support implementation and compliance to Audit, Risk and Compliance recommendations
Operate within budget with regards to taxi usage, stationary, telephone and overtime costs


Compliance with Quality Management System - ISO 9001:2015


Ensure that the quality management system conforms to the requirements of the International and local Standards.
Ensure that processes are delivering their intended output by monitoring at every stage in the value chain.
Report on the performance of the quality management system and on opportunities for improvement.
Ensure the promotion of exceptional client experience throughout the organization.


Requirements


A Bachelor's degree in a Business Commerce
Computer knowledge and data entry skills
1-2 Years in business support and banking.


KEY COMPETENCIES


Pursuing Goals
Taking Action
Completing Tasks
Producing Outputs
Team Work
Meeting timeliness
Following Procedures
Showing Composure
Data Management
Workspace Management
Records and Archive Management