Fresh Opportunities at RMB - Rand Merchant Bank

Job Description

Responsible for developing innovative, reusable competitive solutions and contribute actively to a collaborative Developer community

Works closely with BDMs and Delivery Heads to make recommendations on the use of new and emerging technologies, which provide the competitive advantage and a clear technical roadmap

Maintain stability of all technical platforms

• Increase operational efficiency and suggest solutions to enhance cost effectiveness
• Deliver exceptional service that exceeds customers expectations through proactive, innovative and appropriate solutions by resolving queries quickly and effectively.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME's, project managers and senior staff members by providing input to business requirements and being able to present and sell concepts to clients
• Produce program specifications and implement system enhancements by addressing specific business needs and resolving queries
• Code, compile, test and implement applications in compliance with the Systems Development Life Cycle (SDLC)
• Support development environments
• Responsible for coding standards and peer reviews Comply, understand and implement all steps within IT development

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Job Description

Agricultural Trader - To grow and optimize desk performance and profitability through integrated and innovative product optimization, risk mitigation and enabling processes and technologies.

Macro Environment

• Understand key competitors, global trends, industry dynamics and key macro environmental forces to analyze and identify desk opportunities and threats
• Understand the impact of economic and fundamental indicators (Local and international Supply & Demand, Import & Export parity, exchange rates, emerging markets and global influences) to establish a best-fit position for the desk to effectively trade risk

Desk Profitability

• Manage desk profitability in line with the desk mandates (including all relevant limits). This includes ensuring that profit and loss (P&L) positioning is reviewed and that submitted predictions are reliable
• Develop and explore new markets and products to expand the current product offering to clients within the desk’s mandate

Client

• Understand and stay close to the needs, wants, motivational perceptions and trading behaviors of desk client groups to ensure solution relevance
• Provide new product offering according to clients’ needs where possible
• Act speedily to resolve problems queries and complaints
• Adapt communication styles to meet the needs of different audiences

Internal stakeholders

• Build and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialogue listen advise influence and negotiate to achieve win win outcomes
• Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are delivered
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts

Personal

• Maintain a positive attitude and respond openly to feedback
• Handle stress in ways that do not negatively impact others
• Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time frames and according to quality standards
• Take ownership of personal career development leveraging formal and informal opportunities
• Act in an ethical transparent and morally defensible manner including highlighting unethical practices
• Share debate and communicate learnings
• Flag and debate issues constructively
• Promote a friendly cooperative climate

Requirements:

• Minimum Qualification
• Degree - BSc, BCom, with mathematics, agricultural economics, economics, or stats
• Completion of required legal registrations - registered persons and JSE/SAFEX exams
• Minimum years of experience: 5 - 10 years minimum in a similar role
• Preferred Industry
• Multinational agricultural companies
• Co-operations
• Banking

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Job Description

Design, development and maintenance of the knowledge, information management and business intelligence by looking at document requirements and validating with stakeholders, design and generate reports to give analytical and quantitative insight to business in order to make improved operational, tactical and strategic decisions to improve efficiencies in the business.

• Business Intelligence Data Management.
• Manages risks in own area of responsibility.
• Ensure development and continuous value add improvement to operational processes.
• Compile reports that track progress and guide business to make informed decisions.
• Participate in planned activities that are appropriate for own development.
• Display and encourage an appreciation of teamwork and inclusivity.
• Develop, encourage and nurture collaborative relationships across area of specialisation.
• Control expenditure and identify process improvements to contain and reduce costs.
• Deliver customer experience excellence in own service delivery aligned to Organizational values and service standards.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
• Manage Business Intelligence Report and Dashboards.
• BI Data Analysis for Business Improvements.
• BI Operational Execution BI Analyst.
• BI Project Implementation and Ad-hoc Service Projects.
• Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are delivered.
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
• Anticipate consequences and adapts problem solving based on continual feedback.
• Adapt communication styles to meet the needs of different audiences.
• Verbalise in written form the user requirement so that the user is able to track and signoff the requirement.
• Engage with the business to understand their strategic goals and what reports are required to enable them to monitor and track performance and guide future decision making Identify interesting trends.
• Use problem solving skills to challenge outdated or inefficient processes where possible with as little impact on the end user as possible.
• Display persistence and problem solving in resolving bottlenecks and obstacles.
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Maintain a positive attitude and respond openly to feedback.
• Handle stress in ways that do not negatively impact others.
• Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time frames and according to quality standards.
• Take ownership of personal career development leveraging formal and informal opportunities.
• Review client transacting behaviour regarding Products, Processes and Services (including the fulfilment of it) in order to identify product gaps and to close the gaps.
• Utilising various reporting tools to analyse the clients’ previous transacting behaviour and seeking suitable and effective solutions accordingly.

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Job Description

To drive Transactional Banking growth and product penetration via business development and cross sell in the organisation’s target customer sectors with existing clients.

• Foster strong relationships with existing clients to understand the clients objectives, and market relevant product-based solutions to the clients’ needs to enable them to maximise their cashflow position, i.e., optimise their payables and receivables
• Develop and implement plans to promote transactional banking products and services within target customer sectors
• Identify the opportunities to optimise the businesses working capital and cash management requirements more broadly and bring in other specialists as necessary 
• Focus on assisting all corporate clients to interact more efficiently with the bank, as well as the promotion of new products and solutions where appropriate. 
• Identify existing and developing trends within the client’s environment and anticipate queries that may arise
• Implement defined Service Action Plans, use data driven insights and performance monitoring
• Action cash management reports to avoid loss of revenue by ensuring that all new and existing accounts are correctly linked
• Incorporate potential client queries into sound client service plans aligned to the client’s business needs.
• Lead all proactive transactional banking related matters with the client
• Identify cross-selling opportunities within the existing client base and collaborate with internal stakeholders to execute cross-selling initiatives and strategies
• Promote bundles banking solutions to clients to maximise revenue and deepen client relationships
• Collaborate closely with Coverage as the escalation point for clients’ transactional banking related matters
• Work closely with the client service suite to derive insights into the types of queries being raised by the client, and act as an escalation point for the client when queries logged by the client are not resolved accurately and timeously.
• Support and/or facilitate documentation requirements to execute the client’s credit-related activities (including, but not limited to credit application, credit facilities loading or reduction, commitment fees age analysis and invoicing, excess reports and general facilities utilisation reporting), with input from the Relationship Manager Leverage existing client relationships to drive initiatives, ensuring optimal utilisation of banking products and services to meet client needs while maximising revenue generation
• Conduct regular portfolio reviews to assess profitability and identify areas for improvement
• Ensure compliance with regulatory requirements and internal policies related to transactional banking activities
• Maintain and update client mandates including account signatories, resolutions, and telephonic mandates
• Set the client service engagement plan for managing the Clients within the allocated portfolio, distinguishing the sub-segments and their unique requirements (e.g., priority Clients) 
• Set specific goals and objectives for each customer and develops a roadmap of meeting these goals and objectives per client
• Forecast and assess the Client’s volume of business transactions and ensure the maintenance of these volumes each month

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Job Description

To seek, identify and exploit business opportunities for the Bank and growing the portfolio through the acquisition of new clients and the retention thereof and responsible for portfolio management of 0 to 10 million turnover clients

• Enhance business performance and profitability
• Actively coach team through providing advice about subject matter, solutions, principles and processes and personal progression with the aim to improve performance
• Plan and manage performance, talent, succession and culture of team in order to improve performance
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate
• Set tactical goals and optimise the use of the people, finances and technologies in order to realize those goals
• Compile reports that track progress and guide business to make informed decisions
• Ensure compliance to legislative and audit requirements and adherence to relevant processes
• Develop and manage key stakeholder relationships that enable achievement of operational objectives
• Ensure growth and increase in customer base by ensuring the management of existing clients, generates new leads and grows active customer account base
• Drive customer service delivery goal achievement in line with predefined standards and in support of sales objectives
• Manage cost to income to increase profitability and efficiencies for the business
• Contribute to the development of a budget aligned to operational delivery plans, monitor effectiveness and report on variances

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Job Description

To support the RMB business units in the analysis, improvement and redesign of core and support business processes from current state assessments to postimplementation support to deliver an improvement in efficiency, high levels of standardisation and straight through processing with defined exception management

• Build and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialogue listen advise influence and negotiate to achieve win win outcomes
• Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are delivered
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts
• Anticipate consequences and adapts problem solving based on continual feedback
• Act speedily to resolve problems queries and complaints
• Adapt communication styles to meet the needs of different audiences
• Conduct in depth process analysis ensuring that work instructions in the applicable process tool is included
• Model and sign off processes as required
• Identify manual process that consume large amounts of time, and establish automated process designs ensuring that process automation and business activity monitoring are covered
• Implement automated process design using bank BPM technology
• Quantify the problem statement by liaising with stakeholder and Business SMEs
• Conduct a quick dipstick test to test the business problem assumptions if there is available data
• Apply Lean Six Sigma defined phase analysis by defining process flow and value stream and measuring process performance
• Quantify business case by conducting a value stream or pain point analysis together with initial indepth analysis to validate the business problem
• Define charter by using the Lean ot Six Sigma methodology
• Conduct Rapid Improvement Event training for line managers
• Identify RIE using Lean method, test and implement RIE
• Track benefits via the Performance Improvement Forum
• Gain an understanding of BU ir FA KPIs by identifying and analysing the metrics that measure the business process
• Define processes required, establish appropriate process KPIs, and sign off metrics for KPIs
• Establish analytics
• Source data from relevant source systems and publish onto Spot Fire or equivalent.
• Demonstrate pride in the organisations brand services and products by consistently delivering on the brands promise
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Stay relevant and up to date with legislations and new development
• Maintain a positive attitude and respond openly to feedback
• Handle stress in ways that do not negatively impact others
• Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time-frames and according to quality standards
• Take ownership of personal career development leveraging formal and informal opportunities
• Read situations and organisational realities
• Set aside personal agenda for the greater good
• Act in an ethical transparent and morally defensible manner including highlighting unethical practices Continually share debate and communicate learnings
• Flag and debate issues constructively
• Promote a friendly cooperative climate

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Job Description

To perform complex work tasks that support front office teams with the fulfilment of the processing functions of confirmations, settlements, and reconciliations across the various product sets and in understanding the processes support with the management of query remediation in the trade life-cycling and other day-to-day processing, ensuring timely escalation, to minimize risk

• Display accuracy and attention to detail in ensuring settlements are correctly processed in line with minimum standards
• Monitor system alerts to confirm that settlements occurred successfully
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of work
• Ensure adherence to the established procedures, ensures accuracy and validity of all details of each trade transaction executed by a trader
• Ensure transactions not executed by a trader are accurately reflected in the system
• Facilitate timely and accurate communication/notification of trades to the relevant parties.
• Ensure all trades executed in the trading system are processed in the company’s internal accounting system to prevent incorrect transaction or position data from being sent to various internal systems or reflected on reports which use data from the accounting system.
• Analyse previous day's Exception Report and attend to any open items Investigate and resolve open exception items and escalate to relevant stakeholder(s) for resolution
• Perform various daily reconciliation’s and investigate reconciliation breaks.
• Perform mapping needed in order to reconcile across systems.
• Responsible to reconcile positions daily and follow-up with Front Office if there are any issues.
• Understand process flows in order to identify which systems are causing mismatches and propose possible solutions
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
• Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity
• Establish relationships with relevant individuals and departments to deliver on work expectations
• Adhere to relevant service level agreements to build trust in the relationship
• Compile reports that track progress and guide business to make informed decisions
• Partner and collaborate with team members to achieve team success
• Share information and knowledge that benefits the team
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared
• Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies
• Participate in specialist communities of practice and contribute positively to own and organisational knowledge improvement
• Ensure skills are transferred in specific functions
• Provide on the job coaching and guidance

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Job Description

To originate flow business within a sector, including activities targeted at new prospective clients and at existing clients through origination and cross sell banking solutions To participate in client processes such as account planning and deal escalation for flow activities and to be the primary point of contact for the client and internal stakeholders which enables effective and efficient alignment and management of flow activities. To work closely with the Sector Head and/or Lead Bankers on Flow activity client strategies and tactics for top/sector clients To partner with a cross functional team which includes relevant sector heads, sponsors, sector, and product bankers working with the lead banker to drive desired client outcomes

• Identify and utilise opportunities for revenue growth to deliver on sales targets
• Engage with customers to understand their unique requirements, drive value optimisation, and advise best options for product integration and wealth management
• Maintain expert knowledge on specific products, pricing, application procedure and processes to drive and achieve relevant sales targets
• Be aware of, and responsive to local conditions within geographical area of responsibility
• Retain and grow the existing client portfolio to ensure sustainability and profitability
• Acquire profitable clients and grow active account base by generating new leads and cross-sell across internal and external networks
• Identify and manage credit risk and/or business risk and implement rectification actions
• Provide appropriate client value proposition with positive returns
• Manage the growth of active customer account base
• Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
• Analyse, structure and solution/negotiate complex deals with clients
• Provide guidance to team on resolution of customer queries
• Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self-service options across client base
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
• Participate in the Client Action Planning process for clients within the ambit of responsibility, within assigned sector portfolio as part of a cross-functional team
• Create solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards
• Provide input into the development of the business area tactical strategy in achievement of the overall business strategy
• Network and participate in client and business information sharing and decision making forums where required

Minimum Requirements:

• Experience working with Insurance companies (Life, Short Term, Heath and reinsurance)
• Complex high volume collections and payments
• Detailed knowledge of the regulated FSP universe, incl Insurance, Banks, DFIs, Asset Management, Collective Investment Schemes, Third Party Payment Providers, Consumer Finance providers, Fintech, Insuretech, Exchanges, Clearing Houses and brokers
• Detailed knowledge of Insurance industry, including Cell Captives and UMAs
• Comfortable with complex regulated environment and experience with the SARB, Prudential Authority, PASA, JSE, BESA, STRATE, FSCA and other regulating entities in the market
• Knowledge of financial markets products specific to Insurance industry
• Knowledge of Global Security Services industry, incl Custody, Clearing, Prime Broking and Securities Lending

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Job Description

To review, evaluate and analyse user needs to document system requirements and create system specifications that drive system development and implementation of overall business objectives

• Prevent wastage and identify process improvements to contain and reduce costs!
• Assess, analyse and optimise end-to end business processes to improve business efficiencies, customer/employee experience and remove inefficient processes to meet new requirements.
• Facilitate and coordinate the end-to-end implementation of prioritised and approved projects.
• Analyse business processes and workflows to identify improvement or automation opportunities and facilitate implementation.
• Develop, encourage and nurture collaborative relationships within business and/or across the FRG.
• Assess own performance through seeking timely and clear feedback and request training where appropriate.
• Develop new insights into situations and apply innovative solutions to make organisational improvements.
• Ensure compliance to legislative and audit requirements and adherence to relevant processes.
• Compile reports that track progress and guide business to make informed decisions.
• Compile reports that track progress and guide business to make informed decisions relating to building technical equipment.
• Focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.

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Job Description

To build and maintain a client base in line with its growth objectives

• Build and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialogue listen advise influence and negotiate to achieve win win outcomes
• Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are delivered
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts
• Anticipate consequences and adapts problem solving based on continual feedback
• Act speedily to resolve problems queries and complaints
• Adapt communication styles to meet the needs of different audiences
• Make cold calls and obtain leads and referrals from stakeholders
• Be creative in generating new leads
• Identify opportunities through different sources and stakeholders
• Meet with potential clients and understand their needs
• Provide and propose solutions around the requirements, and assist with the implementation of the deal
• Identify credit requirements from the client
• Submit GM credit requirements to a Credit Analyst for submission to the Credit Committee
• Attend credit forums and provide support to the presenter as required
• Assist with relationship pricing
• Make regular visits to clients to maintain relationship and business
• Create calling plan and entertainment plan
• Review pricing constantly to ensure pricing is competitive
• Understand the clients business and identify opportunities to cross sell and introduce new products or additional solutions
• Review pricing to maximise revenue
• Keep abreast of changes to clients business
• Interrogate reasons for loss of client
• Gather all required documentation from client and submit to KYC team
• Originate the need for KYC, and inform the client of completion of KYC process
• Continue with the additional take on process
• Oversee this process and handle concerns or obstructions and resolve issues
• Oversee loading of client on the system
• Demonstrate pride in the organisations brand services and products by consistently delivering on the brands promise
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Stay relevant and up to date with legislations and new developments
• Maintain a positive attitude and respond openly to feedback
• Handle stress in ways that do not negatively impact others
• Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time frames and according to quality standards
• Take ownership of personal career development leveraging formal and informal opportunities
• Read situations and organisational realities
• Set aside personal agenda for the greater good
• Act in an ethical transparent and morally defensible manner including highlighting unethical practices
• Share debate and communicate learnings
• Flag and debate issues constructively
• Promote a friendly cooperative climate

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Job Description

To perform the trustee oversight functions in respect of a Collective Investment scheme in order to protect the unit holders

• Deliver against operational and cost targets.
• Prioritize resource allocation to minimize and reduce wastage.
• Monitor costs for the financial year according to the operational plan.
• Allocates and approves expenditure.
• Identify, control and escalate potential risks that may lead to increased costs.
• Deliver customer experience excellence aligned to Organizational values and service standards.
• Build professional long-term relationships with customers based on trust that builds the brand.
• Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service.
• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application.
• Provide customers with relevant information to keep them informed of products and service options.
• Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service.
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in.
• Engage in cross-functional relationships to obtain and to provide work support.
• Read, interpret and apply trust document language to specific situations, overseeing the frequent distributions of cash or assets by the management company.
• Conduct comprehensive reviews of account activity and terms of all types of accounts following relevant policies/procedures.
• Identify customer needs and offering solutions.
• Proactively oversee fiduciary risk exposure within the Collective Investment Schemes for which we are appointed.
• Oversee client accounts in order to create, expand, and serve relationships.
• Perform internal audits to verify compliance with established standards and partners directly with risk partners.
• Provide CIS fiduciary oversight and answers difficult or complex questions regarding collective investment schemes and portfolio fiduciary risk and compliance oversight.
• Review documents and works with team members to ensure proper documentation of management company actions, policies and procedures.
• Make decisions in complex situations requiring excellent understanding of the function, policies, procedures, and compliance requirements that influence and lead broader work team to meet deliverables and drive new initiatives.
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability.
• Ensure implementation of relevant policies, governance and practice standards across the business.
• Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements.
• Ensure compliance is adopted in terms of systems and procedures as laid out by organization and review in response to audit findings and changes.
• Develops an understanding of risks and risk management approaches.
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialization and identify risks.
• Educates others and makes suggestions for improvements.
• Networks and participates in specialist risk forums where required.
• Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability.
• Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map.
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement.
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data.
• Provide timeous reports on management company conduct and oversight, scheme audit reporting and processes as well as regulatory reporting required from time to time.

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Job Description

In partnership with the relevant executive / manager, drive the growth of the business by assisting to shape and deliver on strategy, project manage various strategic activities, and ensure delivery of the manager / function’s key objectives. Play a key role in supporting the internal communications function.

• Interact with various business units across the group and agency partners displaying excellent abilities to present, advise, influence, facilitate and communicate at all levels
• Co-ordinate and run various meetings and boards on behalf of the relevant manager / executive
• Lead by example in building partnerships and encouraging teams to take collective accountability
• Manage internal communications projects
• Identify appropriate industry forums and opportunities to leverage own personal network
• Prepare for and facilitate workshops to develop strategies
• Develop and roll-out strategy and business plans
• Action items and key issues requiring resolution by assisting the business to address strategic problems and answer strategic questions; monitor to ensure actions are completed by the right people at the right time
• Monitor and adjust strategic frameworks as required
• Take responsibility for the end-to-end management of projects, setting out the scope of work, developing a project plan, project-managing internal and external resources and driving the initiative to completion
• Liaise with internal and external advisors on strategic projects, including management, the board, RMB shareholders, FirstRand Ltd and FRG
• As required by specific projects, create governance structures and dashboard metrics to monitor progress against strategy and highlight initiatives / risks
• Collaborate with Finance and Marketing and Communications Heads on budgets/ spend in relation to effectiveness and strategy
• Conduct local and international research, e.g. competitor analysis, sector research, etc.
• Benchmark research against peers and global best practice
• Cut to the core of a vast volume of information and prioritise what is relevant to understanding specific issues and trends in the broader environment; know who to contact for specific information
• Handle documentation that requires the attention of the relevant manager and prepare reports on various matters
• Write / co-ordinate strategy documents, presentation material, speeches, briefing documents, minutes of meetings, business emails, regulatory, financial and compliance reports and other relevant documentation as required
• Keep the relevant executive / manager informed of various activities within and outside the group
• Analyse, review and/or assist with issues of an operational or technical nature
• Follow-up on assignments / tasks delegated by the executive / manager

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Job Description

To develop innovative, reusable, competitive solutions and contribute actively to a collaborative developer community
To work closely with key business stakeholders to make recommendations on the use of new and emerging technologies, which provide the competitive advantage and a clear technical roadmap
To maintain stability of all technical platforms

• Increase operational efficiency and suggest solutions to enhance cost effectiveness
• Deliver exceptional service that exceeds customer expectations through proactive, innovative, and appropriate solutions by resolving queries quickly and effectively
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members by providing input to business requirements and being able to present and sell concepts to clients
• Product program specifications and implement system enhancements by addressing specific business needs and resolving queries
• Code, compile, test and implement applications in compliance with the software development life cycle (SDLC)
• Support development environments
• Engage in the development of coding standards and peer reviews
• Comply, understand, and implement all steps within IT development

go to method of application »

Job Description

To provide high quality service to clients to retain and enhance the client experience, responding to queries sent via the relevant communications / messaging channels

• Deliver service that exceeds customer expectations through proactive, innovative, and appropriate solution selection and application
• Provide customers with relevant information to keep them informed of products and service options
• Attend to client requests, incidents, and queries, acting speedily to reach resolution within the stipulated SLA, and capturing query details accurately for future reference
• Remain cognisant of other relevant benchmarking metrics to meet or exceed client expectations through service delivery
• Collate and produce relevant information in a timely manner for review
• Analyse dashboards/Management Information to identify trends within clients, and to inform possible improvements
• Provide required reporting to clients on a regular basis and on ad hoc occasions
• Implement findings from client satisfaction surveys to better manage client needs
• Adhere to and assist with the development of client retention policies.
• Participate in a service culture, building rewarding relationships, proposing innovations, and allowing others to provide exceptional client service
• Maintain static data for existing accounts
• Open, modify and close clients’ Rand Accounts as required
• Engage in the maintenance of current client accounts and prepare for the onboarding of new clients
• Clear the NPS suspense account daily
• Provide clients with ad hoc daily cash prediction reports as required, and assist clients with ad hoc audit confirmations
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence, and negotiate to achieve win-win outcomes.
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders’ requirements are delivered.
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
• Anticipates consequences and adapts problem solving based on continual feedback.
• Implement, monitor, and control business processes according to quality standards, policy, and compliance and governance requirements in area of accountability
• Ensure the development, alignment, mapping, and implementation of end-to-end processes aligned to the customer journey map
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy