Theincumbent is responsible for leading the Operations team supporting the CIBG& FI business, covering all processes related to Client Onboarding &KYC, Middle Office (MO), Account Maintenance(CCAM) and Online Banking (MMU).
This covers all applicable geographies under Centerof Excellence Model.
Key Result Areas
Design,implement and execute all necessary actions to assure high quality service deliveryfor CIBG customers
Toeffectively manage day to day planning, operation and problem solving.
Develop standardized processes for CIBGOperations to ensure quality andeffectiveness.Drive standardizationacross processes from various countries.
Responsible for driving higher STP andautomation.
Ensure partnerships with business to drivesolutions for better customer experience, efficiency and delivery.
Supportsystem enhancement and work with Product Development Team to implement CIBGProjects and Programs.
Optimize staff productivity and providingcoaching and counseling whenever required. Job rotation and training needs andother related staff matters.
Develop simplified E2E work flows for majorproducts and deliver to the agreed SLA / TATs.
Ensure that division’s procedures are capableof controlling and minimizing the operational risks.
Manageand process work to ensure time and quality standards are met in accordancewith / SOP / OPM / APPM / local rules and within standard turnaround time and zeroerror.
Ensurethat the Division functions in a controlled environment and achieves / maintainssatisfactory Audit Rating.
Ensureclarity among staff on the KPIs and the job competency needed to achieve thebusiness goals
Co-ordinatewith division head to ensure training of team members in products, proceduresand rules to achieve standard quality and productivity standards.
Train staff on product, services, solutionsof the Bank’s offering, as well as on problem resolution, escalation processesand problem tracking.
Effectively manageoutsourcing processes and agreements with 3rd party providers
Knowledge, Skills and Experience
Mastersdegree holder with a thorough and in depth understanding of all functionalityof Corporate Banking Operations
Aminimum of 12 years’ experience.
Abilityto develop and manage optimal work flowsand resource allocation.
Excellentcommunication and conflict managementskills.
Astrong business and operational background or a clear understanding of how theback office operates
Strongteam management skills
Sep 16, 2020