Channel Fulfilment Team Leader at RMB - Rand Merchant Bank

Job Description

To provide effective and efficient management of the team within Corporate and Institutional Banking (CIB) by providing excellent customer service to both internal and external clients
To lead, coach, and develop employees towards achieving business, professional and personal development objectives and to drive the Customer Value Proposition (CVP) by providing operational support to various divisions within CIB and the Bank at large

• Manage and administer core day-to-day functions of the relevant operations area in line with relevant indicators of success i.e., stakeholder management, query resolution, process optimisation etc.
• Ensure that correct processes and procedures are adhered to within SLA standards and applicable records are maintained
• Create and implement innovative methods in banking administration aspects
• Draft written correspondence to relevant stakeholders detailing progress on operations at the relevant reporting intervals, status updates etc., that influence delivery
• Adhere to, and motivate the team to comply relevant regulations and policies; investigate non-compliance for remediation
• Collaborate with system owners and ensure that adequate resources are utilised when system upgrades or testing is required
• Compile reports that track progress and guide business to make informed decisions
• Ensure financial documentation is maintained to support accurate record keeping and future legislative requirements
• Achieve 100% assessment upon auditor reviews and ensure audit findings are closed off
• Ensure knowledge of services rendered to stakeholders and clients is technically accurate and provide clients with relevant information to keep them informed
• Assist the team in finding the most appropriate solutions to challenges that may arise by applying expertise, product knowledge and rulings
• Monitor and evaluate existing processes to create greater efficiencies, whilst maintaining/improving quality, mitigating risks and adhering to compliance requirements
• Be proactive in identifying and mitigating areas of risk within the department
• Identify and monitor errors with the intent to reduce occurrences
• Identify cost saving initiatives and opportunities for automation of processes whilst maintaining quality
• Drive innovation within the team for constant improvements
• Manage additional projects as and when required
• Meet with various stakeholders to assess needs and collaborate in identifying gaps and providing
• potential new solutions
• Ensure fulfilment of products, channels, and transactions
• Ensure completeness and accuracy of technical deliverables (at relevant handover points to other teams or business areas), and resolve escalations, disputes, and complaints accordingly
• Implement and monitor internal controls
• Display and model ethical, corporate citizenship behaviour that is aligned to the FirstRand brand promises
• Ensure that relevant stakeholders are always communicated with in a friendly and professional manner
• Build stakeholder relationships through best banking practices (internal and external).
• Use influence and negotiation to achieve win-win outcomes
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure clients’ needs are met
• Assist and support banking staff in handling clients’ requests and needs
• Ensure that there is a continuous liaison process with all relevant stakeholders to ensure that service levels are upheld
• Manage workflow, ensure capacity is managed and manage key positions as part of a retention plan for business continuity
• Ensure that the department is appropriately staffed with experienced and skilled staff
• Conduct gap analysis to assess training needs
• Coach staff and engage in knowledge sharing on a continuous basis through training and personal development plans which must be monitored regularly
• Take full responsibility for performance optimisation of all direct reports, managing their performance in relation to key performance indicators, quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management including recruitment, succession planning, performance management and reviews etc.
•   Monitor workflow ageing and SLA
• Escalate SLA delays to stakeholders
• Review SLA’s when processes are changed

Qualifications and Experience:

• Minimum Grade 12; Relevant NQF7 qualification in Management and Leadership advantageous
• Relevant degree preferred
• Minimum 5 years banking experience; supervisory experience advantageous
• Previous experience in a Corporate Banking environment
• Knowledge of Siebel and Hogan , Fintegrate , SLE Limits , Reference Validation PACS, Cashman
• Proficient in Excel reporting