Manager
Company:

Standard Bank


Details of the offer

OverviewJob ID:
48669Job Sector:
BankingCountry:
South AfricaRegion/State/Province/District:
Western Cape
Location:
Cape Town

Job Details
Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
To manage and control the Trustee administration of all Management Companies
To apply the Client Service Vision for Trustee Services into actionable objectives and tactics thereby influencing the outcome of internal and external service measurements of Trustee Services
To effectively manage the Portfolio Administrators area, managing key functions such as releasing on BOL, account opening, billing, financial year end process. Thereby ensuring that a consistent and high level of quality service is provided to both internal and external customers
Maintain a customer-focussed environment to consistently deliver exceptional service
Key Responsibilities/Accountabilities
Focus attention and efforts on understanding customer requirements and proactively addressing different customer/client needsMake organisational changes when needed to address customer - client needs
Maintain a customer-focussed environment to consistently deliver exceptional service
Maintain a high level of turnaround times for query and complaint resolution
To ensure that the staff within the department understand the risks associated with dealing with customers, releasing of transactions, account opening, billing, customer queries and the dissemination of confidential information and to maintain a high level of integrity and ethical standards
Prompt and efficient resolution of all queries and complaints within SLA’s
Develop and entrench service principles and standards affecting the customer experience (query fulfilment and service recovery)
Queries and complaints analysed in order to provide input into reengineering teams to ensure solutions are found to recurring problems
Ensure and chair monthly meetings – conference calls with each client – proactively address issues concerns and new client requirements
Build lasting partnerships with all external and internal clients
Manage and control the financial year end admin process-Report any discrepancies to the Compliance Manager- Ensure financial statements are fairly represented
Plan audit meetings with clients, back office administrators and auditors prior to clients financial year end
Agree task timelines for the operational teams
Ensure that admin reporting packs are delivered to auditors as per agreed timelines
Manage audit queries and ensure timeous responses
Ensure financials are checked, discrepancies resolved
Feedback to Compliance in order for them to provide Compliance letter to the clients
Ability to make decisionsWillingness to take responsibility for decisions when under pressure
Provide the team with direction and clarity when assisting with problems
Must take prompt action to address problems
Take full accountability for decisions even when they are unpopular
Manage productivity of teamsDetermine efficiencies and improvements in processes
Prioritise improvements
Ensure fair split of work
Take control of as well as coordinate resources in the team
Manage succession plan for each key role in the team
Manage operational risk through diligent application of internal controls and ensure procedures are documented and applied
Ensure right controls are in place to avoid losses
Manage team dashboard – Volumes, Key risk indicators, Query management,
Grows capability by delegatingIdentify and assist with the planning of project tasks related to the team
Participate and give input to projects – impact assessments of system changes
Delegates tasks to all staff
Allow others to grow and learn from managing new responsibilities
Provides developmental guidance or coaching and mentoring
Manage teams performanceMaintain and build a team by recruiting and retaining the necessary resources and ensuring the optimal structuring of the team needed to deliver to our clients
Empower staff to take full responsibility and accountability for their relationships with internal and external clients
Must monitor and manage staff’s performance and development and ensure optimum efficiency and productivity is maintained at all times
Recognise and reward exceptional performance
Address non-performance, provide clear guidance on how to improve their deliverablesPreferred Qualification and Experience
Qualifications
Formal minimum qualification 1 Type of qualification: Completed secondary school/high school/A levels/Matric
Field of study: Business Commerce
Experience
Experience required 1 Job Function: Investment Banking
Job Family: Investor Services
Years: 5-7 Years
Experience Description: Custody, Back Office and Asset Manager experience
Experience required 2 Job Function: Investment Banking
Job Family: Good understanding of Collective Investment Scheme environment
Years: 5-7 YearsKnowledge/Technical Skills/Expertise
Competency Label: : Evaluation of Internal Controls
Competency Description: The ability to analyse process controls for effectiveness from a design and implementation perspective.
Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required
Competency Label: Business Administration Skills
Competency Description: The ability to coordinate multiple administrative activities in to enable the efficient operations of a department
Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required
Competency Label: Risk Management
Competency Description: Demonstrates knowledge and understanding of risk management methodologies, tools, governance structures and regulatory requirements for good management of risk
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept
Competency Label: Click here to enter text. Product Knowledge
Competency Description: Knowledge and understanding of the features, benefits and pricing of the products and services on offer to business banking customers
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept
Competency Label: Business Process Improvement
Competency Description: The identification of new and alternative approaches to performing business activities. The analysis of business processes, including recognition of the potential for automation of the processes, assessment of the costs and potential benefits of the new approaches considered and, where appropriate, management of change and assistance with implementation
Proficiency Level: BASIC - Applies elementary concepts to develop activities under supervision
Competency Label: : Service Level Management
Competency Description: Refers to the required knowledge and experience to plan, implement and control service provision using service management frameworks
Proficiency Level: PROFICIENT - Clear knowledge and application of the conceptPLEASE NOTE:All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on+27 800222050or forward to **********

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