Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
To ensure that Import Letters of Credit and Documents are well scrutinized, captured, processed and released accurately within the required time periods with minimum risk and cost to the Bank, thereby providing a high standard of professionalism and customer service.
Key Responsibilities/Accountabilities
KEY RESPONSIBILITIES/ACCOUNTABILITIES
Providing Excellent customer service. Following up and contacting clients- Customer Care Centre (CCC) and CIB Client Services in a timely and need basis. Processing transactions accurately within turnaround times Assessment of customer needs, so as to provide effective solutions to customer queries and problems. Educating/ updating customers continuously regarding the ITC products and services as and when required. Ensuring excellent telephone standards are adhered to at all times. Representing the customer’s needs to an internal third party in the best way possible.
Transaction Processing and Minimizing Risk. Meeting agreed turnaround times on trade products. Ensuring 100% product knowledge. Ensuring that Import Letters of Credit and Documents are captured accurately. Following of laid down procedures, checking documentation for correct completeness and ensuring compliance with the ICC rules and regulations of GRG. Prioritizing high-risk issues. Reporting tools (such as workflow) that are not functional. Effective decision making in terms of reporting and referring any potential losses/ problems to the Team Leader or Trade Manager. Processing transactions timely within set turnaround times. Educating (recording new events regarding transactions) and creating fraud awareness. Ensuring that due diligence checks are conducted and special instructions are complied with.
Controlling/Monitoring Costs Ensuring that losses are reduced by adhering to laid down procedures. Ensuring that correct revenue is recovered. Ensure effective stationery and telephone management. Ensuring that productivity targets are met per product specified Ensuring Import Bills and maturities are monitored and settled promptly
Personal Development Up skilling and keeping abreast of new developments within International Trade. Discussing above with team leader and ITC manager for purposes of agreeing on the way to improvement Visit to other departments of interest for purposes of appraising my knowledge in other departments. Identifying areas of training
KEY PERFORMANCE MEASURES Routine Implement and monitor routines to ensure optimal efficiency thereby containing losses.
Losses Ensure that losses are kept to a minimum through strict adherence to policy and procedures.
Customer Service Provide excellent customer service, ensuring timely delivery of products and attention to queries in terms of service level agreements/ laid down procedures.
Documentation Conduct due diligence checks in terms of laid down procedures and fraud detection.
Productivity To monitor the workflows to ensure that productivity is in line with set targets
Revenue Recovery Ensure that revenue recovered and tracked for Guarantees and Export Trade Bills.
IMPORTANT RELATIONSHIPS It is essential to maintain a close working relationship with the Team Leader , Manager Trade, Treasury Front Office Staff, TPS product Head , Credit Department, CIB, PBB, Head- Global Operations, Head of Operations and rest of Trade staff so as to ensure that service/ support and strategic objectives of the bank are consistently met and exceeded.
Preferred Qualification and Experience
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level University Graduate.
Professional Qualifications Banking examinations desirable. Experience in Foreign Trade and funds transfers is mandatory Exposure to banking operations is desirous
Knowledge/Technical Skills/Expertise
PROBLEM SOLVING, PLANNING AND DECISION MAKING
Problem Solving The ability to identify and understand the business needs, strategies and then to support the implementation of these in terms of requirements. Problem solving will generally follow precedent, but the incumbent is required to recommend changes to established policy when considered necessary and challenge the status quo to influence the shaping of improvements to business performance. Resolve customer, foreign bank and Nostro/ Vostro queries ensuring that ITC’s image and in general, the bank’s image and reputation in the market place remains high. Construct solutions and create new methods within the context of the product when dealing with customer queries and complaints.
Planning The job requires the incumbent to be orientated towards strategic thinking and immediate accomplishments. Part of the challenge lies in the ability to harness appropriate advice, guidance or assistance in a timely manner from all business units and Head office Johannesburg. Requires an innovative individual who can think laterally, who has understanding of the business vision and who can take an idea and move with it to conclusion. Identify opportunities for improvements in effectiveness and efficiency in the workplace, customer relations, and risk/ loss management.
Decision Making Probe information from various sources to aid decision-making and solution development. Be flexible despite having to work within set rules and regulations in order to accommodate customers.
Skills Planning and organizing ability Time management skills Team player Ability to meet deadlines Ability to work under pressure Good verbal and written communication skills Good interpersonal skills Ability to communicate openly and regularly at all levels Ability to understand change and adapt effectively to change Champions a client ethic by building and maintaining credible relationships with internal and external clients Be proactive and have initiative Customer orientated.
Knowledge/Experience Knowledge of documentary credits, including International Rules and Regulations such as UCP 600, URR 525, Incoterms, SWIFT, Standby practices ISBP 928 and URDG. An understanding of the role of the Frontline Offices A basic understanding of the role of credit division and credit aspects A basic understanding of Nostro and Vostro Accounts An in depth knowledge of Bank Guarantees, Letters of Credit and the implications/ risks therein An in depth knowledge and understanding of indemnities Working knowledge of IBSNET and T24 systems are important
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