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