Position: Premier Service Manager
Job Purpose:
• To deliver excellent client service and advice to our
Corporate (Corporate & Institutional Banking) &
Commercial Banking clients in all interactions for their
post transactional enquiries, complaints, and other
service-related issues.
• Responsible for serving as the primary contact person
for clients and internal staff for advice, enquiries,
complaints and any other service issues.
• Deliver excellent service against agreed service
standards.
• As a service partner, work together with RMs, Product
Sales, Operations and other key internal stakeholders to
solve client issues and identify opportunities to improve
overall service for the clients.
• Build relationships and rapport with identified ‘premier’
clients at the transactional / operational level (Premier
Service Manager).
• Facilitate Channels on boarding, on-going maintenance
activities including training and post implementation
service support to our Straight2Bank clients
Key Responsibilities
Client Service
• Primary point of contact for external clients for
professional advice, inquiries, complaints, resolving of
discrepancies and transactional errors.
• Provide the highest standard of client service in
response to client inquiries and complaints, so as to
create improved, lasting relationships with our clients.
• Responsible for client satisfaction with service
arrangements and delivery.
• Work with internal stakeholders to provide end-to-end
query resolution to client satisfaction.
• Responsible for effective service recovery process
through complaint logging and handling.
• Maintain a professional SCB image through all
interactions with clients.
• Continually identify opportunities to improve client
efficiency and performance, through e.g. optimizing
channel usage, identifying service improvements, product
solutions, and cross-sell opportunities.
• Manage non-complex implementations and standard
maintenance requests end to end.
• Work closely with Transaction Banking Implementation
Manager for complex implementations as per agreed
process.
• Token management & delivery to client.
• Provide Straight2Bank training to client for non-complex
implementations via phone, web-ex, face to face.
Risk & Control.
• Comply with Operational Risk Framework set out for CSG
including but not limited to client identification,
complaints and enquiry handling.
• Comply with applicable Money Laundering Prevention
Procedures and, in particular, report any suspicious
activity to the Unit Money Laundering Prevention Officer
and Line Manager.
• Adhere to policies including escalation and compliance
requirements, and follow any other relevant internal
controls and procedures as they relate to process,
products, policies and regulations.
People Management
• Encourage and foster a friendly working environment
within the team to achieve teams’ objectives through
teamwork and operational efficiency.
• Support the Head of Client Services Group to plan and
control staffing, deployment, training, appraisals, and all
other personnel matters relating to staff in the team.
Operational Excellence
• Assist in implementation of service and efficiency
improvement initiatives in CSG and facilitate transfer of
best practice.
Premier Service Management (applicable to PSM only)
• Participate in annual Service Reviews for identified
‘premier’ clients.
• Reviewing service performance with the clients and
generate ways to continuously improve service standards.
• On a selective basis, attend sales calls with RMs to sell
our service capabilities and/or to resolve clients’
operational and service issues.
• Provide pro-active client updates.
• Leverage on metrics and client insights to understand
client’s needs, and identify opportunities for
improvements in service, product solutions, utilisation
and optimising channel usage, up-selling and cross-selling
etc.
• Make proactive calls on clients to improve the utilisation
level of facilities, increase transaction volume, and
identify opportunities for channels and referrals for the
business.
• Build trusted partnerships with clients at the daily
transactional / operational level.
Solution Activation Team Activities (applicable to SAT
CSM only)
• Manage non-complex implementations and standard
maintenance requests end to end (i.e. those
implementations without a TB Implementation Manager
assigned).
• Complex Implementations are co-managed with
responsibilities shared with TB Implementation as per
agreed process with Product teams.
• Receipt of client documentation for both new
implementations & S2B admin / maintenance requests
Log all On boarding & Maintenance requests that flow
through CSG in GEMS.
• Referral / clarification discussions with Client (IM / TBS /
RM as applicable) regarding documentation/setup form
deficiencies.
Click here to apply.
Position: Customer Support Analyst
Job purpose:
• To be accountable for accurate local /international mail,
visa electron and credit cards dispatch to various
branches within stipulated SLA.
• Effective processing of bill requisitions for various
service providers managed in the unit and ito as a whole.
• Ensuring quality service is provided in your preparation
of customer’s audit reports.
• Effective and quality monthly reconciliation of
statements.
Key responsibilities:
• Dispatch to intended locations, all local and
international mail received from courier mail man by
09:00hrs daily.
• Ensure that advice letters received from branches via
courier vendor are dispatched for processing timely and
within stipulated tat.
• Ensure visa cards are reconciled and dispatched within
24hrs from receipt.
• Ensure all bills received are verified and timely
processed in the payment system for payment by finance
within the vendor credit terms.
• Ensure a reconciliation of all vendor bills is performed
monthly.
• Make recoveries for personal couriered items by
debiting concerned staff.
• Ensure no disruption in service as regards telephone
lines and courier facilities due to non/late payment of
bills.
• Review and reconcile ‘RTS’ mail.
• Reconciliation of statements weekly and on a monthly
basis raise and post Nostro entries in the straight 2 bank
system daily.
• Consolidate the ATM bank of Zambia monthly return.
• Attend to other duties as directed by line manager.
• Ensure you remain alert to the risk of money laundering
and assist in the bank`s efforts in combating it by
adhering to key money laundering principles in relation
to: Identifying your customer, knowing your customer;
monitoring of accounts; reporting suspicious
transactions/ unusual activities; safe guarding records
and not disclosing suspicions to customers.
Knowledge, skills & experience:
• Minimum qualification 5 ‘O’ levels.
• Two years banking experience.
• Knowledge of bank operational procedures.
• Basis understanding of anti money laundering and
terrorist financing procedures.
Click here to apply.
Position: Technical Verification Officer
Job Purpose:
• To be accountable for prompt and efficient handling of
unpaid cheques.
• To be able to process cheques cleared through Sybrin
and bilateral (manual clearing).
Key Responsibilities:
• To validate all cheques and internally raised vouchers.
• To ensure all inward cheques images are validated in
Sybrin.
• To ensure unpaids are returned through Sybrin to Zechl.
• To ensure technical verification is performed on cheque
images and that amounts match in both words and
figures.
• To ensure unpaids are processed in ebbs through ICRS
and sent to Zechl through Sybrin system.
• To ensure timely acting to perform call backs on
cheques above threshold limits.
• To ensure there are no missing cheques by checking and
comparing totals against items received from clearing
department.
• To ensure cheques validated agree in both the amounts
in words and in figures.
• To ensure YUFIG messages are sent promptly for
cheques unpaid with technical reasons.
• To ensure YUGIGs from other banks are acted on
promptly and accounts debited.
• To ensure timely acting on YUFIG messages received
from other banks.
• To reconcile suspense accounts and ensure no items
above life span.
• To ensure no cheque inwards cause excesses on
customer accounts.
• To ensure all inwards received for the day are validated
and work balanced before end of day.
• To investigate and attend to queries pertaining to
customer accounts.
• To prepare entries to be posted in EBBS.
• To ensure work and in coming cheques conform to
money laundering regulations.
Knowledge & experience required:
• 5 ‘O’ Levels.
• Degree in banking and financial or equivalent from
recognised university.
• 2 years banking experience.
• Knowledge of clearing rules and operation of Sybrin
system.
• Computer literate.
• Customer focused.
• Ability to interpret instructions.
• Good communication skills.
• Ability to plan, monitor and control effectively.
• High organizational skills.
• Strong interpersonal skills to build relationships with
staff.
Click here to apply.
Position: Loan Processing Officer, Retail Assets Operations
Job Purpose:
• To manage the loan
application process
ensuring quality of
service.
Customer service management.
• To ensure compliance
with local Credit Policy,
national legal regulatory
and government bodies
requirements.
• First level of appraisal
for all applications
received must be done.
Key Responsibilities:
• Ensure timely and
accurate document
processing to GSSC for
data input.
• Manage and achieve all
defined and agreed
service quality measures.
• Ensure compliance to
credit policy guidelines.
• Ensure the FIFI queues
are promptly executed
as per credit policy.
• Ensure a Credit
Reference bureau check
is conducted and
analyzed on all
processed applications.
• Manage application
process to achieve
agreed loan turnaround
times and maximize
approval rates.
• Maintain healthy work
relations with Credit
Initiation, GSSC CI and
GSSC Operations with
view to harmonize
workflows and quality of
service.
• Fully comply with all
policies and procedures
and KCS to achieve
satisfactory audit grades
in local & Group audits.
• Ensure you remain alert
to the risk of money
laundering and assist in
the Bank’s efforts in
combating it by adhering
to the key principles in
relation to: identifying
your customer, knowing
your customer,
reporting suspicions,
safeguarding records
and not disclosing
suspicions to customers.
Knowledge & Experience
required:
• Degree / Diploma (or
equivalent) in banking
related field.
• Minimum two years
work experience.
• Credit assessment skills.
• Good interpersonal and
communication skills.
• Excellent team building
qualities.
• In-depth knowledge of
products, services and
customer service issues.
• Well-informed of the
market competitive
structure, industry
practices and
regulations for credit
delivery.
• Excellent interpersonal
and networking skills,
internally and externally.
• Computer literate (Word,
Excel, Power Point, and
the use of other
spreadsheets).
• Sound knowledge of
banking practice and
theory.
Click here to apply.
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