Trading Support Specialist

4 days ago

Sandton, South Africa FirstRand Bank Limited Full time

Job Summary

The Trading Support Specialist will be responsible for providing end-to-end production and project support for all applications in production to ensure the smooth running of day-to-day activities and to optimize the efficient performance of the applications and related processes.

Key Responsibilities

  • Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence, and negotiate to achieve win-win outcomes.
  • Initiate meetings with key stakeholders to track progress, manage expectations, and ensure stakeholders' requirements are delivered.
  • Preserve relationships despite airing conflicting views and seek mutual gains when addressing conflicts.
  • Anticipate consequences and adapt problem-solving based on continual feedback.
  • Act speedily to resolve problems, queries, and complaints.
  • Adapt communication styles to meet the needs of different audiences.
  • Analyze the business need and current process and identify where there is waste or risk and where processes could be improved.
  • Understand how systems relate to each other and to other systems and processes in the bank.
  • Analyze and reconcile differences between different systems.
  • Recommend improvements and use influence to get stakeholder buy-in.
  • Physically log the request for change to the relevant development team and advise the stakeholder of its status and need for priority.
  • Follow up with the business to encourage them to push for priority.
  • Track user requests and incidents, identify commonalities and trends, and create reports to stakeholders that highlight trends, risks, and mitigating actions.
  • Support users with daily requests and incidents in line with agreed SLAs for responses and repairs.
  • Analyze root causes of system failures and resolve these in conjunction with relevant stakeholders.
  • Track user requests and incidents and perform trend analysis to identify where processes could be further improved.
  • Ensure training documentation is provided and readily available, and if not, with the assistance of the subject matter expert, create documentation and facilitate handover to users and the IT Applications team.
  • Update documentation to enable cross-skilling, enhance knowledge sharing, and reduce key man dependencies.
  • Demonstrate pride in the organization's brand, services, and products by consistently delivering on the brand promise.
  • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
  • Stay relevant and up to date with legislations and new developments.
  • Maintain a positive attitude and respond openly to feedback.
  • Handle stress in ways that do not negatively impact others.
  • Plan and manage own workflow, anticipating obstacles, juggling priorities, and following through on objectives within agreed time frames and according to quality standards.
  • Take ownership of personal career development, leveraging formal and informal opportunities.
  • Read situations and organizational realities.
  • Set aside personal agenda for the greater good.
  • Act in an ethical, transparent, and morally defensible manner, including highlighting unethical practices.
  • Share debate and communicate learnings.
  • Flag and debate issues constructively.
  • Promote a friendly, cooperative climate.

Requirements

The ideal candidate will have a strong understanding of the banking industry and its operations, as well as excellent communication and interpersonal skills. They will be able to work effectively in a team environment and have a strong attention to detail.

What We Offer

FirstRand Bank Limited is an equal opportunities employer and welcomes applications from all qualified candidates. We offer a competitive salary and benefits package, as well as opportunities for career growth and development.

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