Job Description
To organise, streamline and oversee the onboarding of New to Bank and Existing to Bank clients within the agreed service level agreements (SLA)

Collaborate closely with relevant business units and RMB product houses as per strategy to identify revenue opportunities
Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service... options across client base
Ensure full understanding of customer needs to deliver a quality service
Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
Communicate how customer service solution will be implemented and secures buy-in
Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
Ensure resolution of customer queries and complaints timeously and ownership of issues
Analyse customer feedback to help improve customer service
Propose ideas to 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
Communicate with the client across all onboarding stages to keep the client informed of the status
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
Research, enable and consult on improvements and opportunities to harness technology and platform enablement
Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
Monitor customer feedback reports and align processes to maximise efficiencies
Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management
Manage the growth of active customer account base
Provide input into the development of the business area tactical strategy in achievement of the overall business strategy
Develop and implement an area operational plan in achievement of Business objectives
Respond to KYC status of clients while managing the requests received to on-board all new clients to the Bank (includes client product and channel requirements)
Receive requests to facilitate on boarding or share KYC documentation with other lenders (eg. agency, syndication and distribution)
Receive requests to issue KYC confirmation certificates to 3rd parties (eg to Vistra for Plover SARL)
Prepare on-boarding documentation with existing client data and from third party sources to the extent available
Communicate outstanding requirements to client in a client centric manner
Receive responses from clients- address all queries and review returned documentation (including FATCA/CRS) within agreed SLA time (includes escalation to Compliance if required)
Conduct screening and provide risk rating to EBS KYC Fulfilment for capturing into CDS
Send complete KYC documentation to EBS fulfilment for creation of GS profile and capturing
Complete facilitation and pre-population of account documentation for account opening, account maintenance and account closure processed for new and existing clients by collating necessary documents and forms and sending documents to the respective fulfilment area for processing and enactment.
Comply with all relevant statutory, legislative, policy and governance requirements as well as set processes and procedures related to KYC and privacy.
Is the custodian for all client data within allocated portfolio, ensuring data integrity
Maintain and updating of client mandates including account signatories, resolutions and telephonic mandates.
Supports and/or facilitates the 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 utilization reporting), with input from the Relationship Manager.
Draft necessary letters as required by client from the bank, within authorized mandates (e.g. letters of good standing).
Assess own performance against competencies and skills required delivery
Identify development needs and select effective solutions to address own development need
Prepare a personal development plan with management to implement and review as required
Monitor own progress against development plan and measure impact of results
Assess own performance against competencies and skills required delivery
Identify development needs and select effective solutions to address own development need
Prepare a personal development plan with management to implement and review as required
Monitor own progress against development plan and measure impact of results
Assess own performance against competencies and skills required delivery
Identify development needs and select effective solutions to address own development need
Prepare a personal development plan with management to implement and review as required
Monitor own progress against development plan and measure impact of results more

Job Description
To create, debug, verify, maintain and update technical test scripts to run automated testing Is responsible for testing the functionality of a system designed to address business requirements to prevent errors/defects in the live system through the implementation of change control and improvement

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 fast 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.
Build and sustain collaborative working relationships with relevant peers and stakeholders in order to achieve productivity synergies.
Conduct test plans by unpacking the requirements which include regression testing, system analysis and reviews.
Create design steps from test cases, execute system validation plans and compile test scripts.
Conduct systems analyses, design, coding, program debugging, testing and security and performance assessments across user interfaces.
Comply, understand and implement all steps and methodology within IT development and meet governance in terms of legislative, audit risk and process requirements for the Test Analysis Environment
Create test scripts to effectively test enhancements and new requirements and execute automated test scripts.
Execute all test activities for allocated projects by conducting test estimation, prepare and submit test plans for sign-off and ensure alignment between test environment and production environment.
Manage testing defects and involve relevant business staff in quality assurance testing analysis.
Design content of procedure guides and manuals for business users.
Provision of an efficient service for the test analysis function through careful and timeous analysis, planning, execution, reporting and updating of all related information.
Continuously assess own performance, seek timely and clear feedback and request training where appropriate and needed. more

Job Description
To support front office teams with confirmations, settlements and reconciliations across the various product sets.

Demonstrate cost consciousness and awareness of personal contribution to costs and productivity.
Identify and escalates potential risks that may lead to increased costs.
Prevent wastage and identify process improvements to contain and reduce costs.
Adhere to... Organisational values and service standards and interact with and communicate with customers accordingly.
Ensure first time resolution of customer queries or complaints and take ownership of any requirements
and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements.
Meet set turnaround times while ensuring own availability, reliability and accuracy.
Propose improvements on internal processes that impacts service levels and customer satisfaction within
area of accountability.
Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help
improve customer service.
Establish relationships with relevant individuals and departments to deliver on work expectations.
Adhere to relevant service level agreements to build trust in the relationship.
Execute own work in accordance with the organisational values and code of ethics.
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.
Produce high quality work by adhering to predefined standards and procedures and in accordance with
compliance and governance standards.
Work with enhanced processes and procedures to maintain operational efficiencies.
Deliver work in an accurate manner to ensure consistent results.
Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.
Adhere to quality standards, turnaround times and Company policies and procedures.
Complete relevant administration, reporting and updating of information accurately and on time.
Provide timeous reports on operations, performance and audit findings.
Report on transactional activity progression within set guidelines to provide timely information for decision
making in area of accountability.
Display attention to detail in checking instructions and ensuring trades are booked correctly on source systems.
Monitor exceptions on confirmations that have been electronically generated.
Ensure confirmation processing is within KRI deadlines.
Monitor and follow-up outstanding confirmations in line with specific business requirements.
Following stakeholder confirmation, perform settlements.
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.
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 Preserves relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
Anticipates 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.
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.
Understand process flows in order to identify which systems are causing mismatches Liaise with clients, BT and or Dealers to resolve discrepancies, bugs and general issues.
Seek out regular performance feedback and put actions in place to improve and enhance performance.
Identify activities to address own development gaps.
Create own personal development plan and review plan with team leader or manager.
Understand which competencies and skills are required to be mastered to ensure personal development and performance.
Keep abreast of learning opportunities, changing products and trends.
Contribute to teamwork and inclusivity by working together to achieve team goals.
Value individual contributions and respects diversity in the team.
Share information and knowledge that benefits the team. more

Job Description
To support the Channel Support Head in leading the Channel Support department nationally

Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
Deliver against operational and... cost targets
Prioritise resource allocation to minimise and reduce wastage Monitor costs for the financial year according to the operational plan
Allocates and approves expenditure
Review cost reports and resolves or explains variances to the budget
Identify, control and escalate potential risks that may lead to increased costs
Manage costs or expenses within approved budget to achieve cost efficiencies
Deliver customer experience excellence aligned to Organisational 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
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
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
Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
Monitor customer feedback reports and align processes to maximise efficiencies
Provide input into the development of the busines area tactical strategy in achievement of the overall business strategy
Develop and implement an area operational plan in achievement of Business objectives Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
Assess own performance against competencies and skills required delivery Identify development needs and select effective solutions to address own development need
Prepare a personal development plan with management to implement and review as required
Monitor own progress against development plan and measure impact of results
Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity
Partner and collaborate with team members to achieve team success
Share information and knowledge that benefits the team more

Job Description
To support the Channel Support Head in leading the Channel Support department nationally

Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities
Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
Deliver against operational and... cost targets
Prioritise resource allocation to minimise and reduce wastage Monitor costs for the financial year according to the operational plan
Allocates and approves expenditure
Review cost reports and resolves or explains variances to the budget
Identify, control and escalate potential risks that may lead to increased costs
Manage costs or expenses within approved budget to achieve cost efficiencies
Deliver customer experience excellence aligned to Organisational 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
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
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
Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
Monitor customer feedback reports and align processes to maximise efficiencies
Provide input into the development of the busines area tactical strategy in achievement of the overall business strategy
Develop and implement an area operational plan in achievement of Business objectives Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
Assess own performance against competencies and skills required delivery Identify development needs and select effective solutions to address own development need
Prepare a personal development plan with management to implement and review as required
Monitor own progress against development plan and measure impact of results
Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity
Partner and collaborate with team members to achieve team success
Share information and knowledge that benefits the team more

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 more

Job Description
To develop innovative, reusable competitive solutions and contribute actively to a collaborative Developer community

To collaborate 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

To maintain stability of all technical platforms

Initiate dialogue to... build professional working relationships with all stakeholders displaying excellent abilities to listen, advise, influence, negotiate and present at all levels
Lead and facilitate difficult conflict situations into consensual agreements
Integrate opinions and information provided by various sources to make strategic decisions
Adapt communication styles to meet the needs of different audiences
Continually scan the industry to identify opportunities to create strategic partnerships with key individuals and bodies
Follow best practice and principles governance policy frameworks and utilisation of tools for the technology of the domain
Engage with the designated standards team for specific guidance and delivery of solution components to maximise impact
Understand and contribute to a knowledge sharing environment
Produce a well operationalised solution on time that surpasses the requirements and performance
expectations
Drive scalable and sustainable solutions built based on best development practices
Adopt a framework centric approach to prompt feasibility and reduces failure demand
Reduce the technical debt as much as possible or revisit the business expectations
Ensure technical follow up and a commit to allow for this-flexibility
Take full responsibility for performance management of all direct reports managing their performance in relation to quality standards and agreed benchmarks and objectives focusing on all aspects of sound people management
Engage in recruitment development, performance management, remuneration and rewards, career path planning, on the job training, coaching, and mentoring
Ensure appropriate levels of management and accountability
Motivate, delegate, and empower appropriately, enabling direct reports to take responsibility and display appropriate creativity and initiative
Work with the team to actively grow their skills and lead them in operational excellence
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 more

Job Description
To utilize deep, specialist knowledge and experience of the business environment to identify and assess risk and the resultant adequacy of controls.

To work and collaborate with stakeholders across the lines of defense in navigating complex risk and enhancing business assurance practices.

Understand, at a deep level of specialization, the entire breadth of the control... framework.
Develop an assurance plan through consultation with the respective management teams and various assurance providers.
Implement and maintain the Bank’s risk management framework across the First Line of Defense (1LOD) within wider bank operations, working closely with 2LOD colleagues to achieve this.
Collaborate with 1LOD colleagues to ensure that the Bank’s risk management framework is understood and adhered to, providing support where needed.
Design and ensure the execution of approved sampling techniques, testing strategies on assurance reviews.
Lead testing and evidencing of control effectiveness to give assurance that the risks are controlled in a proportionate way.
Conduct detailed investigations, for, and on behalf of team leadership to accurately identify breakdowns and resultant risk, and to understand the extent of the impact.
Actively engage in the improvement and automation of manual tasks, strengthening the control fabric and enhancing the overall control environment.
Develop, introduce and implement both new and enhanced control methods to improve the risk environment, making use of local and global leading practices.
Ensure that risk mitigation controls are embedded and assess the adequacy of the controls by quantifying a reduction of risk.
Act in alignment with operational risk management frameworks to reactively and proactively manage risk, over and above engaging in the relevant risk reporting.
Identify and assess new or emerging risks as internal activities or the external environment changes.
Anticipate potential barriers, issues, and management concerns and create action plans and recommendations to address these concerns.
Draft high-quality reports with observations which are insightful, addressing the root cause, have agreed actions that mitigate the risk and facilitate the remediation of issues until closure.
Oversee relevant regulatory reporting and monitoring, ensuring processes are current and take accountability for the production of regulatory reporting within timeframes when contacted by the regulator.
Create and update an incident playbook in the event of an incident.
Manage the audit process, facilitating audit visits, information requests and tracking outstanding actions to completion.
Complete all governance and group credit attestation and submission to center on a regular basis.
Ensure that all business review, internal audit, Operation risk, Finance, COO, Management assurance activities are closed.
Contribute to the development of overall area budget and develop tactical budget for area of responsibility that minimize expenditure and manage costs.
Control the budget for area including the authorization of expenditure and implementation of financial regulations.
Participate in 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 organizational knowledge improvement. more