Supervisor: Foreign Exchange Helpdesk (IPO Investigations and Support)

Description

• Provide an operational liaison between Bank Windhoek Clients, ITO Admin, CCMS BOPCUS Reporting, Payment Processing, Branches, Front Office, CPW and Corporate Banking teams
• Provide a pro-active problem resolution to our clients as well as guidance on legislative requirements as related to the transactions we process
• Responsible for the overall investigations related to all Incoming Payments
• Establish and manage an efficient internal and external network - working relations and liaison between SWIFT, Front Office as well as Branches to ensure that all objectives of the Bank are met within agreed timescales
• Provide administrative support to the Manager Payments and/or Manager: Forex and Compliance in the attainment of their objectives
• International Operations (GL7)

Duties

• Responsible for the management of client relationships by ensuring that clients are handled in a professional manner
• Meet performance targets around Customer Satisfaction and productivity by supporting internal and external clients with queries and unique needs
• To identify and resolve customer complaints
• Provide correct information to clients in order to address their specific needs
• Proactively manage customer issues and act as an escalation point for serious customer queries and complaints to the Manager: Payments and / or the Manager: Forex and Compliance
• Supervision of front-line client assistance via electronic communication by means of emails and / or telephone
• Ensure accurate product and service information are provided to customers by subordinates
• Receiving, completing, and referring communication related to Inward Payments with subsequent follow up where necessary
• Negotiation of exchange rates with clients / Treasury where applicable
• Maintains regular and a high standard customer contact to ensure a positive perception and reputation of our Bank’s role as a quality service provider in Incoming Payments
• Ensure 24-hour turnaround time is adhered to regarding all Customer phone call queries
• Ensure 48-hour turnaround time is adhered to regarding all Customer email queries
• To follow up customer calls where necessary
• Keep abreast with current events, changing trends, business drivers, best practices, and legislative requirements within the industry to proactively identify any possible impact to existing systems and processes to enable the payment section to re-align its operations in an effective and timely manner with the minimum impact on service standards
• Continuously look for methods and ways to simplify workflows and maximise productivity and efficiency
• Improvement of 10-15% y/y on annual DSQ Survey
• Administration:
• Responsible for effective and efficient service administration
• Ensure immediate implementation of changes to policies and procedures applicable to Incoming payments
• Ensuring that reports are completed and submitted timeously
• To research required information using available resources
• Ensuring that data analysis and reports are accurate, and feedback provided timeously
• Understand, apply, and manage compliance requirements and internal risk policies
• General:
• Must be prepared and willing to do any other reasonable and lawful instruction/task and ensure that it is carried out on time and correct in line with the Bank’s policies
• 1. Key Relationship Interfaces: (Relationships with key parties on work related issues)
• Internal Relationships:
• Working closely with Management and staff across Bank Windhoek
• External Relationships:
• Customers

Requisites

• Qualifications:
• Grade 12
• Diploma / Degree in Economics or Banking (an advantage)
• Experience:
• 5 years International Banking and general banking customer service experience
• Good knowledge of International Banking products
• Sufficient knowledge of Exchange Control and BOPCUS
• Intermediate level of knowledge with technology, PC Hardware and software
• Experience of Contact Centre operations
• Competencies:
• Analysing and Interpreting
• Organising and Executing
• Planning and organising
• Communicating with impact
• Adapting and Coping
• Supporting and co-operating
• Interacting and presenting
• Delegating tasks
• Lead and Motivate
• Stress Tolerance
• Facilitating Change
• Aligning Performance for success
• Customer focus
• Time Management
• Attention to detail
• Problem analysis and problem solving
• Judgement
• Decision – making
• Data collection, management, and analysis
• Good management and leadership skills to interact on all levels
• Good interpreting and analysing skills
• Strong people management skills
• Excellent interpersonal relations skills
• Excellent Planning and Organising skills
• Strong verbal and written communication skills,
• Problem solving skills
• Excellent business writing skills
• Excellent computer literacy skills (Phoenix, SAP, Presence)
• Excellent communication skills
• Exceptional listening skills
• Excellent networking skills
• Product or industry-specific experience
• Sound knowledge of Exchange Control and BOPCUS requirements
• Operates with a sense of urgency, works well in an entrepreneurial culture and performs under stress
• Well organized, dynamic and innovative
• Self-confidence, drive and tenacity
• Must be able to operate independently on a high level
• Trustworthy and high level of integrity
• Ability to project a professional image
• Detail conscious
• Calm and patient
• Ability to lead and motivate others
• Good training skills
• Bilingual – English/Afrikaans

Notes

• Only shortlisted applicants will be contacted