Team Lead: Client On-boarding

7 months ago

Johannesburg, South Africa FirstRand Full time

Job Description

To supervise a team across Client On-Boarding processes ie. Documentation and KYC so that Client documentation and information is completed accurately and timeously
- Deliver against operational and cost targets
- Prioritise resource allocation to minimise and reduce wastage
- Monitor costs for the financial year according to the operational plan
- Allocates and approves expenditure Review cost reports and resolves or explains variances to the budge
- Identify, control and escalate potential risks that may lead to increased costs
- Manage costs or expenses within approved budget to achieve cost efficiencies
- Deliver customer experience excellence aligned to Organisational values and service standards
- Build professional long-term relationships with customers based on trust that builds the brand
- Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service
- Deliver service that exceeds customer expectations through proactive, innovative
- Provide customers with relevant information to keep them informed of products and service options
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
- Monitoring daily operations to ensure adherence to client SLA
- All instructions are correctly actioned within agreed time-lines
- Adherence to reporting requirements, market time-lines are met, 100% compliance with all relevant rules and directives applicable to the specific market for example STRATE and JSE
- Enquiries are accurately processed within agreed time-frames
- Provide guidance to the team to resolve problems
- Review quarterly PMM report with the Settlements Manager and the Settlements team and follow-up on agreed actions
- Ensure all legal requirements are fulfilled before draw-down can occur, Operations
- Specialists have settled all instruments on the correct systems daily
- Ensure reconciliation and exception report items are cleared within SLA time-frames
- Check and approve correspondence to clients
- Continually look for ways to enhance efficiencies
- Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
- Ensure implementation of relevant policies, governance and practice standards across the business
- Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements
- Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findigns and changes
- Develops an understanding of risks and risk management approaches
- Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
- Educates others and makes suggestions for improvements
- Networks and participates in specialist risk forums where require
- Ensure that the team responds to client or internal stakeholder requests or queries for documentation or KYC information timeously.
- Provide support to ensure that the client requests and query is understood and that the correct documentation or details are selected
- This includes the confirmation of correct resolution details for different legal entities
- Ensure that client information is verified and documentation pre-populated before forwarding to the client this includes ensuring that there are quality checks in place to vet documentation for correctness and secure the relevant approvals
- Ensure that updated documentation and client details are loaded on the relevant trade systems timeously and accurately
- Look for opportunities to refine processes and improve workflows across the team, this includes the investigation of disputes or discrepancies
- Manage small operational projects, under management guidance that are clearly defined, focussed and short-term in nature
- Encourage effective team performance by establishing clear links between performance measures and function objectives
- Provide timely and constructive performance feedback against performance goals
- Deliver accurate and timely reporting as required and ensure team adherence to relevant policies and processes
- Provide on-the-job training to Operations Team, Provide input on operational aspects of new
- deals and structures
- Once a deal is signed, provide support in implementing legal agreements
- Manage operational breakdowns and resolve escalated queries Promote teamwork and inclusivity amongst team members and demonstrates behaviours that respect diversity
- Partner and collaborate with team members to

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