Operations Officer

hace 2 meses

Acacia, Guayas Absa Group

Empowering Africa's tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary
To deliver exceptional operational business performance through excellent customer service delivery and control.

To ensure optimization of operational processes and efficiency in the branch of operation.

To fully take charge of all operational duties including servicing.

Job Description
Operational Management – 45%

  • Deliver exceptional operational performance by identifying and meeting customer needs through servicing and control.
  • Own customer queries and complaints around loans and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Regional Branch Operations Manager. Build relationships with internal service providers (Operations, Retail, Corporate, IT and the KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
  • Participate in specific performance improvement advocated by Performance Team. Maintain own performance statistics for management information usage.
  • Own and manage your team performance contracts and well-fare.
  • Identify when & where to refer customers to an appropriate area of delivery for specialist product help or advice.
  • Build effective relationships with sales staff to ensure that non-sales duties are referred to sales team.
  • Provide coaching continuously to the team in order to bridge any skills gaps
  • Motivate staff and ensure they are recognised through the Absa recognition scheme
  • Take full charge of branch Customer Service & Servicing
  • Own and manage customer queries and complains by taking ownership and resolving in a timely manner
  • In conjunction with the other team leaders, participate in system administration and ensure adherence to the Group IT Security Policy
  • Manage staff attendance levels and ensure procedures are followed

Provision of Customer Service – 30%

  • Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, drop boxes, etc.
  • Participate fully to ensure that the Magnificent 7 criteria are met in the branch by team members
  • From time-to-time conduct Magnificent 7 checks and feed results back to the Branch Operations & Servicing Manager
  • Deliver world class customer service practices and adhere to all Absa Service standards.
  • Take full charge of queue walking to ensure excellent customer service is effected
  • Manage Card & Pin production process effectively

Operational Rigour and Compliance with KYC requirements & other Compliance Policies – 10%

  • Ensure accuracy on completion of loan documents. Branch Operations & Servicing Officers are held personally accountable for accuracy and quality of these supporting documents that they complete and submit.
  • Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
  • Comply with general Absa operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
  • Undertake appropriate snap checks, taking remedial action where necessary
  • Authorise T/Ts on E-box and authorise withdrawals and deposits on FOS
  • Confirm cheques and cash in excess P10k anf P50K respectively
  • Authorise and sign entries and cash transfers ensuring that they have been logged as required.

Team Working – 10%

  • Share knowledge and experience with the team.
  • Contribute to the overall big picture in supporting the sales team with leads
  • Provide cover for other Branch Operations & Servicing Officers in the area where the need arise.
  • Deputise for the Branch Operations & Servicing Manager when required.
  • Work with all stakeholders to promote ownership of risks and control.
  • Work with Learning and Development to up-skill your team
  • Provide honest, direct and constructive feedback to others

Personal Development – 5%

  • Agree annual performance objectives with the Regional Branch Operations Manager, including specific Operational & Servicing targets.
  • Pursue continued improvement in personal development by participating in development programmes and training.
  • Ensure you take keen interest in your personal development

Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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