Team Leader, Customer Mandates Job at Stanbic IBTC Bank Nigeria

[Jobrib]

Job Title: Team Leader, Customer Mandates (KYC)

Job ID: 10212

Locations: Nigeria

Company: Stanbic IBTC Bank Plc (a subsidiary of Standard Bank Group)

Sector: Banking and Finance

Position Description

•To provide leadership in ensuring that all customer account opening packages received at the mandate centre is fully KYC compliant according to the Bank's procedures to mitigate risk and eliminate fraud

and processed for safe custody and easy retrieval

Key responsibilities:

Customer Service

-Control all new account opening from January 2012 received at the centre

-Ensure that communication with other business units is of a consistently high standard.

-Ensure that all business units queries are resolved within laid-down time frames

-Initiate root cause analysis and workshop it to prevent recurring queries/problems.

-Facilitate good communication between the Centre and other business units to ensure prompt resolution of queries/problems and provision of effective customer service.

Customer and Business Partner Relationship Management

•Implements initiatives to improve customer satisfaction ratings

•Engages in the Customer Value Proposition, Service Level Agreements and benchmark targets to ensure alignment to these requirements

Cost Management

•Develops and implements initiatives to reduce cost and ensures that budgets for the Account Maintenance area are met.

•Ensures that throughput is maximised throughout the Account Maintenance area by implementing principles of Lean manufacturing and Six Sigma.

Resource Utilisation

•Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies.

Performance

•Identifies and defines operational performance metrics geared towards meeting country objectives by analysing the existing gaps.

•Collaborates with other areas to ensure that best practices and a standard approach is followed.

•Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.

•Authorise outward scanned documents for own department

Control

-Identify major risks affecting the KYC compliance level and ensure that the necessary steps are taken to measure, monitor and control these risks.

-Monitor internal controls to ensure their adequacy and effectiveness.  

-Recommend revision of controls to Business Support Operations, where appropriate, to address new or previously uncontrolled risks.

-Promote staff and Customers awareness of KYC compliance through regular Knowledge sharing session and/or email communication

-Prepare detailed correspondence to Internal Audit when a special KYC investigation is required

-Attend to all KYC routine control issues

•Attend to all queries pertaining to Customer KYC issues and retrieval requests.

•Maintain  database of all KYC compliant and deficient accounts bank-wide

People management

•Drives a performance management and career development culture through mentoring and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate

-Lead and manage subordinates, providing guidance and coaching where required

-Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.

-Assist with the appointment of staff when required.

-Ensure that staff are fully trained (permanent and casual) and coached with regard to routine compliance and KYC

-Ensure KYC compliance tests are undertaken by staff concerned.

-Ensures that resources are skilled across the different processes to enable cross product and cross function workload balancing.

-Control and scrutinize the Staff Attendance Register.

-Conduct regular staff performance discussions, interim and annual appraisals.

-Attend to leave, training and Saturday schedules for own department.

-Conduct regular staff meetings and teambuilding exercises, as required.

Self Development

•Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.

•Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.

Key performance measure :

•Achievement of strategic goals

•Compliance and improvement on turn- around times (TAT) for retrieval requests

•Quantity of reworks caused by own staff

•Reduction in number of requests executed outside the stated turnaround times

•Quality of outputs and filing

•Improved customer service and satisfaction levels as per customer survey results

•Timely rendition of all required reports within the periodicity defined

•Reduction of costs and increased throughput

•Optimal and flexible allocation of resources between critical areas

•Quality of risks mitigation interventions

Qualifications:

•Basic Tertiary institution Degree

•At least 4 years experience in banking operations with a good understanding of regulatory requirement for KYC ideally within the financial service sector

Knowledge:

•Procedures and processes relating to banking transactions

•Process / project management

•Comprehensive knowledge of banking transaction processes relevant to KYC requirement of various products and services offered to customers

•Practical knowledge of how to input, access and utilize information to analyze forecast trends

•Knowledge of capacity management principles

•Knowledge of cost management principles and practices

•Knowledge of process / project management

Experience:

•Practical experience managing accounts

•Leading, managing and developing people

•Managing projects

•Building and maintaining relationships

Required Competencies:

Technical competencies

•Budgeting skills

•Risk identification and assessment skills

•People management skills

Personal competencies

•Well developed people management skills

•Excellent interpersonal and communication skills

•Strong customer focus and service orientation

•Creative, analytical with good problem solving skills

•Conflict management skills and ability to manage ambiguity

•Self driven, values based, innovative, independent adaptive and results orientated person

•High emotional intelligence

•Strong business acumen and ability to translate strategy into business plans

Problem solving, planning and decision making .

Problem solving

•The job deals with KYC requirement in opening various customers accounts. Sometimes, the branches send in account opening documents that are not fully compliant. Some of such accounts carry huge potential risks for the Bank if not executed timeously or correctly

•The job holder needs to find appropriate solutions, which will meet the needs of business, while still ensuring that risk is kept to a minimum, and internal audit requirements are met

•There are guidelines/ policies and procedures in place to be followed, but the incumbent needs to research new ways of doing things, with a view to constantly improving productivity and quality of work produced in the Account Maintenance area

•The consequences of solutions may be realised in the short, medium or long term

Planning

•The ability to engage in strategic activities and then to interpret and convert these into workable, tactical operational process plans for implementation in a changing and competitive processing/customer services environment

•Conceptual/creative thinking needs to be coupled with strong practical sensibility to ensure that strategies are effectively implemented to optimize the short, medium and long term operational needs and to support the business's objectives

•The jobholder needs to think and plan up to 2-3 years ahead, to ensure the successful delivery of outputs, particularly when preparing budgets and head count requirements

Decision making

•In providing a responsive service delivery function there is pressure to meet tight deadlines in checking and keeping in safe custody all account packages.

•The job requires the incumbent to be able to handle authority expediently, be orientated towards immediate accomplishments and to be a firm decision maker.

•Part of the challenge lies in an ability to harness appropriate advice, guidance or assistance timeously from key stakeholders.

•Requires an innovative individual who can think laterally, who has business vision and who can take an idea and move with it to conclusion.

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