Introduction:
Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developedour Shared Growth Ambition – our approach to citizenship and the sustainability of the business model we operate.The aim is to make decisions and do business that provides our clients and customers, and the communities whichwe serve, with access to a prosperous future
What will you be doing?
• Ensure all transactions are processed within SLA. Touch base with AVP for any assistance.
• To be agile and comprehend given set of instructions by rational judgement and apply the same for day to daytransaction processing
People Management (30%)
• Responsible for performance management of the team through individual performance plans, setting ofobjectives and regular reviews
• Develop a high performing team culture through regular communication, coaching, team building andperformance management.
• Maintaining up to date skills matrix to ensure training needs of individuals and the team are met.
• Development of teams core skills to enable them to complete all the task of the team and work with and coachteam members to identify and work toward achieving future career objectives.
• Apply the formal HR processes as appropriate to deal with cases of poor or inappropriate conduct-DC&G, H&S,Sickness.
• Ensure the team is fully resourced and equipped to handle work flow at all times.
• Apply the principles of Equality and Diversity in Managing people fairly.
• Recognise exceptional performance and be a champion of local incentive schemes and reward activities as theyapply.
• Provide annual bonus recommendations to operations managers within parameters given and own the deliveryof the message to team members as they relate to the bonus award given.
• Responsible for making Trade a great place to work, seeking out staff feedback and addressing issues that need
Workflow Management (20%)
• A full understanding of the systems used to process Trade Instruments – TradeManager / Tradeflow and Swift .
• Own the team capacity planning and forecasting both short and long term to enable effective manpower andresourcing requirements.
• Responsible for coordinating holiday, sickness and absence leave to ensure that the team has sufficient cover atall times.
• Identifying overtime requirements and managing the team effectively to meet needs.
• Identify and analyse errors, complaints and loss trends to ensure processes follow best practice and defects areminimised.
• Take ownership for considering all request for flexible working and change of hours and providing robustfeedback on decisions to decline/accept based on operational capacity.
Customer Focus (15%)
• Deliver Customer SLAs and KPIs & drive a ‘Right First Time’ culture
• Build relationships with customers and stakeholders, recommending and responding to process improvementsuggestions to ensure that we are the ‘Go to Bank’
• Maintain / improve customer satisfaction scores in line with KPIs taking action to address issues identified infeedback
• Lead customer visits and proactively offer education sessions to customers where required.
• Build a sound understanding team’s position in the overall workflow/value chain within the team.
• Take ownership for managing quality levels and complaints to ensure targets in these areas are met.
• Role requires regular communication verbally and in writing requiring full Product knowledge technicalities withTrade Product, Trade Sales, Relationship Directors and customers at all levels up to Multi National Corporations.
Business Results (15%)
• Responsible for identifying, driving in and accepting process change and customer servicing improvements.
• Drive a culture of continuous improvement being responsible for monitoring and reviewing processes togenerate ideas and improvements as appropriate
• Own the Management Information (MI) as it related to the team or process and ensure that any MI used orsubmitted for use is accurate, fit for purpose and relevant.
• Present MI to senior managers as required, answers questions and own actions resulting.
• Own team budgets and costs, taking responsibility for cost centre budget management and spend.
• Develop team members understanding of results and performance MI through regular communication andawareness sessions.
What we’re looking for:
• Graduate from a reputed Institute or University in any discipline (BA, BSc, B.Com, BBM, BHM etc.)
• Preferably Certified Documentary Credit Specialist (CDCS), CSDG and ACAMS certified
• Experience in SQL and reports will be an added advantage
• Fair understanding of UCP and ISP concepts
Skills that will help you in the role:
• Trade operations transaction processing/vetting
• Project management
• Migration of new products