CHANNELS OPERATIONS TEAM LEADER

• Resolve Queries and Complaints from various sources including BOC, Absa branches and Contact Centre within SLA
• Support projects related to Channels Operations
• Undertake and review User Acceptance and Testing (UAT), draft procedure manuals and process maps, outline new risks and operational controls
• Filing and archiving of Channels records in accordance with the records management policy
• Ensure snap checks are properly done, reviewed and submitted on time
• Timely review and release of accurate performance MI to stakeholders
• Ensure all returns are reviewed and circulated within stipulated time lines
• Submit timely self -MI
• Review the attendance register on a daily basis and sign off
• Effectively plan and manage own leave and ensure capable successor is in place
• Drive own cross training
• Manage costs within budget and come up with cost saving initiatives
• Raise concerns if suspicious or in doubt
• Manage the relationship between Absa Bank and the various mobile service providers including Safaricom, Orange and Airtel
• In case of absence, hold fort for the Channels Operations Manager and / or give support to the acting manager ensuring service levels are maintained as per Absa standards
• Oversee work stream operations by ensuring proper planning of day to day activities and absence by team members. Regularly consult with the Channels Manager to improve efficiencies in the teams operations
• Follow laid down processes and policies to ensure protection of assigned bank assets especially when working away from office
• Review relevant operations manuals and ensure they are duly updated and reviewed at least once every 2 years
• Circulation of Quarterly signatures to all stakeholders
• Facilitate the development of a high performing team through embedding performance development and coaching
• Create an empowering environment for team members, encouraging individual ownership and initiative
• Learn team leadership skills to enhance the qualities required in running a dynamic and highly motivated team
• Manage own leave and support succession for other team members
• Ensure leave is duly approved before proceeding on leave
• Ensure constant and open performance discussions with the Channels Ops Analyst and Channels Operations Manager
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development
• Be flexible to work outside normal working hours whenever called upon
• Develop a service culture throughout the function by liaising with branches / other functions / other team members / third party suppliers to ensure the needs of the customer are at the center of all activities
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Support and adopt the implementation of change initiatives.
• Participate in local events to support local needs, develop individual and team skills and raise the Absa profile in the local community.
• Ensure handover / take over certificates are in place and signed for all staff going on leave
• In case of absence, hold fort for the Channels Operations Manager and / or give support to the acting manager ensuring service levels are maintained as per Absa standards Live the Absa Values
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards.

Understand and manage risks and risk events (incidents) relevant to the role.

• Ensure Green outcome on all control checks
• Ensure snap checks are issued, done and reviewed within SLA
• Ensure handover / take over certificates are in place and signed for all staff going on leave
• Ensure manuals are updated and signed off whenever there are changes in process or at least once every 2 years
• Ensure annual staff attestations for all manuals
• Ensure call over process is duly adhered to as per laid down processes
• Ensure daily review and sign off of U726 report
• Ensure daily review of the attendance register
• Ensure the name tag is well displayed while in the bank premises
• Personal Drive and Organization
• Attention to Detail
• Excellent Computer skills
• Advanced Numerical and analytical capability
• Good Communication and interpersonal skills
• Telephone skills
• Ability to work under dynamic environment
• Productivity Management
• Planning and workflow management
• Ability to work under pressure
• Detailed knowledge of Banks policies and procedures, in particular the procedures.
• Expert working knowledge of the Banks processing systems
• Performance management review
• KYC and Suspicious Transaction Monitoring
• Anti-Money Laundering
• Risk Awareness
30+ days ago