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Team Leader, Global Markets Operations and SBG Securities Operations

Job Purpose 

Provide strong management and operational support to the Manager, GMO & SBGS Operations by taking responsibility of driving and coordinating best quality client service standards, in alignment with the strategic direction of the organization to achieve business goals alongside Client value and relationship management. The job holder will be charged with the responsibility to develop and implement bank- wide standards that include: – 

• Driving a client-centric culture.
• Enhance the focus on client experience and implement collaborative action plans that support the identification, design and definition of value-based customer experience initiatives.
• Risk Management

Key Responsibilities

Efficient and Effective Delivery in business unit

• Understanding the overall Bank Strategy and how GMO & SBGS Operations – fits into the overall Bank’s strategy;
• Monitor work volumes and processes and continually recommend improvements and adaptations to existing systems, processes and structures to ensure current and future sustainability of quality service;
• Implement client instruction processing standards within GMO & SBGS department;
• Carry out supervisory responsibilities in accordance with bank’s policies and applicable guidelines;
• Keep abreast of best practices (locally and internationally) and make appropriate recommendations within the teams;
• Communicate job expectations to direct reports; planning, monitoring, appraising and reviewing job contributions to the wider Bank Strategy;
• Develops and implements tactical initiatives to reduce cost and ensures that budgets for the area are met;
• Ensures effective, efficient and optimal utilisation of the resources (human capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies;
• Analysing and converting client complaints and queries to service improvement initiatives.
• Effectively manage queries and complaints that are received within the units ensuring adherence to set service levels.
• Ensure appropriate procedures are followed for processing all transactions types within the units.

Optimize the risk profile in the business units

• Identify the major risks faced by the units and apply existing controls to monitor and reduce exposure.
• Champion a high level of risk awareness in the unit aimed at upholding a high, risk culture amongst unit staff that fosters responsiveness, confidence, courage and doing the right things all the time (zero tolerance for non-adherence to Bank policies, procedures and guidelines;
• Inculcate a culture of “Get it Right First time” – zero errors and no customer complaints;
• Ensure the operational risk framework, standards and other risk principles are adopted by the units i.e. Risk and Control Self Assessments (RCSA’s), Key Risk Indicators (KRI’s), Business Continuity Management (BCM), Information Risk, IT Risk and Risk Assurance;
• Identify major risks affecting the unit and take necessary steps to measure, monitor and control accordingly noting to implement appropriate remedial action;
• Ensure compliance with approved limits and levels of authority;
• Limit potential losses to the bank by ensuring that laid-down processes and procedures are adhered to;
• Ensure all suspense and operational accounts under assigned units are reconciled at required frequencies and that reconciling items are dealt timely and correctly;
• Ensure that revenue recoveries are done in a timely manner for services provided;
• Ensure detailed analysis of incidents is conducted and remediation actions implemented to prevent recurrence;
• Review and evaluate internal controls and propose appropriate recommendations for any changes and/or enhancements to the existing control framework;
• Ensure agreed remedial actions adequately address internal control deficiencies and thereafter ensure regular follow up to ascertain execution and effectiveness;
• Ensure Satisfactory audit ratings and track to closure all action plans arising from risk assessments, ops risk reviews, internal and external audits and regulatory inspections to improve the control environment.

Change Management and Continuous Improvement

• Support business process re-engineering to ensure that processes are lean, efficient, and effective through the elimination of non-value adding activities and identification of opportunities that support/drive the migration of transactions to economically viable alternative electronic delivery channels.
• Aid in identifying high impact projects/programs/initiatives within the line of business with a view to continuous improvement. 
• Ensure value adding assessments of projects/programs/initiatives are conducted to ensure identified risks are appropriately mitigated prior to the projects/programs/initiatives going live.

Compliance Management

• Ensure that service standards provided for in the Banking Sector Charter are adhered to.
• Ensure implementation and adoption within assigned portfolio of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.

People Management

• Ensure continuous evaluation of productivity of assigned staff is undertaken to determine optimal resourcing.
• Evaluate and manage the performance of direct reports to achieve a high standard of competence, motivation and service orientation, focusing on the development and retention of talent.
• Drives a performance management and career development culture through proactive coaching and mentoring of staff and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate. 
• Ensure succession plans are in place for within assigned units by ensuring appropriate training and development programs are implemented with a view to capacity building;
• Identify strengths and development areas and ensure that staff receive adequate training intervention aimed at ensuring staff are appropriately skilled to do their jobs.

Stakeholder Management

• Builds and maintain credible and value adding relationships with stakeholders, including executives, peers, internal and external partners.
• Partners with unit manager and Business Heads to identify customer service expectations, agree SLAs and align to the Customer Value Proposition in order to deliver an appropriate client service
• Collaborates with other areas through continuous interactions to ensure that best practices are implemented, and a standard approach is followed.

Reporting to various governance committees

• Provide relevant, accurate and timely reporting to senior management, governance committees and the regulator.
• Partner with business units to oversee the optimization of business processes to increase operational efficiency.
• Identify, implement and evaluate projects that have a medium to high impact on customer experience.

Quality Management System in line with ISO Standards– ISO 9001:2015

• Ensure that the quality management system conforms to the requirements of the International and local Standards.
• Ensure that processes are delivering their intended output by monitoring at every stage in the value chain.
• Report on the performance of the quality management system and on opportunities for improvement.
• Ensure the promotion of exceptional client experience throughout the organisation.

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: First Degree 
• Field of Study: Business Commerce 
• Other Qualifications: ACI Certificate 

Experience Required

• Business Support 
• Operations
• 3-4 years
• At least three years of experience at middle/senior level management within a front-line function preferably Corporate Banking and Operations functions. Practical and deep knowledge of at least Global Markets or Stock Broking and must be fully conversant with its associated risks and process improvement concepts.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Articulating Information
• Checking Details
• Documenting Facts
• Embracing Change
• Following Procedures
• Generating Ideas
• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Producing Output
• Upholding Standards

Technical Competencies:

• Data Analysis
• Data Management (Administration)
• Deal or Trade Life Cycles
• Exception Handling
• Local Market Knowledge
• Product and Services Knowledge

Officer, Asset Management Operations

Job Purpose 

• Provide operational support to the Team Leader, Asset Management Operations, Specialised Units by taking responsibility of execution of transactions in Asset Management in Kenya while ensuring: –
  • Accurate and efficient Service.
  • Accurate processing
  • Nil Losses

Key Responsibilities

Efficient and Effective Delivery in business unit

• Understanding the overall Bank Strategy and how Asset Management, Specialised Operations – fits into the overall Bank’s strategy;
• Ensure that we meet clients’ requirements, as stipulated in their ‘Service Level agreements’, by maintaining flexibility where necessary, but also taking risks into consideration, at all times.
• Set clearly defined standards based on KRA’s, in conjunction with line Team Leader and continuously monitor, control, and update procedure manuals, Job Descriptions, process flows and Risk Framework.
• Keep abreast of best practices (locally and internationally) and make appropriate recommendations within the production area
• Collaborates with other areas to ensure that best practices and a standard approach is followed.
• Getting the basics right always.
• Providing timely response to all the queries received in order to help meet client expectations.

Optimise the risk profile in the business units

• Apply existing controls to reduce risk exposure.
• Uphold a high, risk culture that fosters responsiveness, confidence, courage and doing the right things all the time (zero tolerance for non-adherence to Bank policies, procedures and guidelines);
• Adopt a culture of “Get it Right First time” – zero errors and no customer complaints;
•  Adopting operational risk framework, standards and other risk principles i.e. Risk and Control Self Assessments (RCSA’s), Key Risk Indicators (KRI’s), Business Continuity Management (BCM), Information Risk, IT Risk and Risk Assurance;
• Limit potential losses to the bank by ensuring that laid-down processes and procedures are adhered to;
• Reconcile all suspense and operational accounts under assigned units at required frequencies and that reconciling items are dealt timely and correctly;
• Recover revenue in a timely manner for services provided;
• Raising of incidents timely;

Change Management and Continuous Improvement

• Support business process re-engineering to ensure that processes are lean, efficient and effective through the elimination of non-value adding activities and identification of opportunities that support/drive the migration of transactions to economically viable alternative electronic delivery channels.

Compliance Management

• Adhering to service standards as provided for in the Banking Sector Charter.
• Adoption within assigned portfolio of all Compliance, Anti-Money Laundering, and Sanctions related requirements contained in policies, procedures and processes. This includes identifying any material compliance related breaches and escalating them to line management and the Compliance Office.

Stakeholder Management

• Builds and maintain credible and value adding relationships with stakeholders, including executives, peers, internal, and external partners.
• Partners with Team Leader, unit manager, and Business Heads to identify customer service expectations, agree SLAs and align to the Customer Value Proposition in order to deliver an appropriate client service
• Collaborates with other areas through continuous interactions to ensure that best practices are implemented, and a standard approach is followed.

Reporting to various governance committees

• Provide relevant, accurate and timely reporting to senior management, governance committees, and the regulator.
• Partner with business units to oversee the optimization of business processes to increase operational efficiency.

Quality Management System in line with ISO Standards– ISO 9001:2015

• Ensure the promotion of exceptional client experience throughout the organisation.

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Business Commerce 

Other qualifications 

• Understanding of Asset Management.
• Knowledge of the Securities Market and related entities viz., NSE, Central Depository, Custodians and Stockbrokers, etc
• Banking operations experience.

Experience Required

• Settlements
• Operations
• 1-2 years
• Experience in a busy operations processing environment with specific experience in processing of investments related client transactions

ADDITIONAL INFORMATION
Behavioral Competencies:

• Articulating Information
• Checking Details
• Documenting Facts
• Embracing Change
• Examining Information
• Generating Ideas
• Interacting with People
• Managing Tasks
• Meeting Timescales
• Producing Output
• Team Working
• Upholding Standards

Technical Competencies:

• Client Servicing
• Continuous Improvement
• Manual Deal or Trade Processing
• Product and Services Knowledge
• Query Resolution
• Settlement Process
• Settlement Systems

Manager, Reconciliations

Job Purpose

• To manage the reconciliations team, oversee the various reconciliation portfolios and processes, and manage any complicated breaks, queries or escalations, to ensure resources are effectively allocated, all entries are matched and breaks are timeously resolved.

Key Responsibilities 

• Conduct an investigation of all long outstanding item breaks to understand underlying causes and query the relevant banks and /or dealing desk to assist in resolving unmatched items.
• Extract data and upload / capture the information into required systems to generate reports (e.g. Procon report) to effectively highlight key recon issues.
• Maintain advanced knowledge and stay abreast of the various asset classes and complex trade instruments, as well as recon procedures, risks, systems and processes to effectively manage and oversee the recons process and liaise with key stakeholders to resolve queries.
• Maintain an advanced understanding of the trade life cycle (from entry to exit) including roles and responsibilities, relevant recon systems (e.g. Intellimatch, Murex Core), and expected outputs that informs the recons process to effectively manage and execute the recons value chain.
• Manage escalated item breaks by liaising with relevant teams and stakeholders to resolve disputes and ensure items breaks are timeously resolved.
• Oversee cases and complete spot checks to ensure procedures are followed, and where required follow up on long outstanding item breaks and monitor high risk / high value items to ensure that all breaks are timeously resolved.
• Provide guidance and support to the recons team where required to ensure the recon is accurately marked up and breaks are identified.
• Provide training and on the job guidance to new team members to build capability and enhance skills to perform day-to-day operation duties.
• Review and validate all recommendations and engage with relevant stakeholders to implement all viable recommendations aimed at optimising relevant processes and procedures to ensure that the function performs in an optimal and efficient manner.
• Stay up to date and understand the regulatory environment in which CIB and IPSS operate to provide insights and input into internal policy and process updates.
• When required conduct spot checks and manage any escalated queries to ensure item breaks are timeously resolved.

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: First Degree 
• Field of Study: Business or related 

Experience Required

• Reconciliations
• Operations
• 5-7 years
• Intermediate knowledge and experience at a financial institution, including an understanding of Payments and Trade products, processes, and procedures. Knowledge of the foreign exchange market and processing cross border payments, as well as and understanding of the risks associated with managing transactions in multiple jurisdictions. Relevant recon experience within IPSS and a thorough understanding of systems, processes and procedures to perform and manage recons.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Articulating Information
• Checking Details
• Directing People
• Documenting Facts
• Embracing Change
• Empowering Individuals
• Interacting with People
• Making Decisions
• Managing Tasks
• Taking Action
• Team Working
• Valuing Individuals

Technical Competencies:

• Banking Process & Procedures
• Cash Reconciliation
• Data Management (Administration)
• Financial Accounting
• Reconciling Financial Records
• Root Cause Analysis

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