Coordinator, Operations, RIM at Standard Bank Group

Job Description

• To efficiently and systematically manage the allocation and assignment of work to various analysts ensuring adequate balancing of work allocated to each analyst.
• Review and resolve all queries sent to the mailbox from both internal and external stakeholders to ensure timely and accurate completion of all tasks.
• Distribute to internal and external stakeholders all completed work ensuring that all finalisation of work steps have been completed.
• Provide the required management information to be use

Essential Functions:

• Execute a scheduling framework for requests to ensure timeline adherence and compliance to all law enforcement and regulatory requests.
• Ensure that all work sent through is directed to the correct internal queues (e.g. differences between courts orders vs. subpoenas)
• Apply a strategic approach to work allocation taking into consideration daily/ weekly/ monthly productivity per analyst
• Ensure that workload is compatible with each team member’s capacity and current work in progress
• Apply the use of automation tools (such as Power Automate), artificial intelligence tools in order to improve processes associated with this function
• Identify and assess opportunities for automation and AI integration across the different business processes within this function.
• Design, develop, and deploy automation solutions using tools such as Power Automate
• Monitor and optimize the performance of automation and AI solutions.
• Identify MI and reporting requirements (for and from relevant stakeholders) to enable successful management at the right level of execution.
• Deliver through various methods all completed cases to various internal and external stakeholders.
• Respond to internal and external stakeholders' queries with respect to work progress and other matters as required
• Prepare capacity dashboards for Management Information and reporting purposes. Present findings and recommendations to support decision-making
• Proactively identify operational deficiencies, adverse trends and risks with respect to work scheduling, stakeholder engagements and work finalisation
• Provide input for transitioning into case management other digitisation tools. Identify opportunities for improvement or operational amendments required to processes for stakeholder experience related matters
• Provide volume trends and forecasts to support leave periods and overtime periods if required and all other agreed reporting requirements.
• Engage internal and external requestors as required to negotiate delivery timelines in order to enable achievement of all related SLA’s and external court dates
• Identify where product and business rules/processes negatively affect stakeholder experience across SBSA and the associated value chain and provides relevant recommendations.

Qualifications

• Type of Qualification: Diploma
• Field of Study: Business Commerce
• Type of Qualification: First Degree
• Field of Study: Risk Management

Experience Required

• Group Anti Financial Crime
• Compliance
• 3-4 years
• 3-4 years In a Workflow or Operations Support management role within an operational environment
• 3-4 years In a banking environment Knowledge of Standard Bank products and services
• 3-4 years In an automation and business process design and improvement. Ability to work with automation tools, Power Automate

Additional Information

Behavioural Competencies:

• Adopting Practical Approaches
• Checking Things
• Convincing People
• Embracing Change
• Examining Information
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Interpreting Data
• Meeting Timescales
• Producing Output
• Taking Action

Technical Competencies:

• Compliance
• Continuous Process Improvement
• Workforce Data Analysis