JOB VACANCY: Operations Officers - All levels

• Job ID: 20072
• Business Line: Enabling Functions
• Division: Group Operations (EF)
• Job Sector: Banking

• Country: Isle of Mann
• Region/State/Province/District: IOM
• Location: IOM
• Salary Grade: SBG12

Job Details

Group Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible

Job Purpose

• Effective and timely execution of tasks within own team(Team dependant – see below) to ensure service levels are achieved/exceeded
• Promote the “uncompromising service” ethos by demonstrating a client focused approach at all times
• Comply with processes and procedures to maximise “Right First Time” rate and minimise operational losses
• Support continuous improvement activity to create capacity and/or improve the client experience

Key Responsibilities/Accountabilities

• Adopt a “right first time culture”,  with a clear line of sight to end client
• Validate, if appropriate authorise, and then process instructions in accordance with personal authority
• Prioritise own workload, ensuring productivity targets are achieved
• Embrace the “uncompromising service” ethos and adopt a client centric approach to tasks and problem resolution
• Support the drive for continuous improvement with active involvement in process improvement exercises as required
• Meet “Right First Time” targets
• Support UAT and sales campaigns as and when required
• Demonstrate personal flexibility by supporting other teams/colleagues as required
• Assist with the coaching and training of less experienced colleagues when required
• Maintain an awareness and comply with all anti-money laundering legislation, regulations, policies and procedures relevant to the Standard Bank Group
• Comply with all policies and procedures relevant to the role
• Report operational incident and complaints in a timely manner

Service, Internet Banking & Debit Card Support  (a combination of some or all of the below – role dependant)

• Undertake callbacks to clients and/or respond to queries as and when required in accordance with documented procedure
• Process instructions for the following tasks:
• Process debit card instructions, including create/amend/delete/authorise cards, limit increases, etc
• Undertake Internet Banking administration including registration, password and profile changes, token management, etc
• Process all requests for ancillary services including cheque book ordering, statements, certificates of interests, etc
• Provide training to other colleagues where appropriate
• Perform other tasks as required

Service, Maintenance and Payments (a combination of some or all of the below – role dependant)

• Validate and, if appropriate authorise, instructions in accordance with personal authority and documented procedures
• Process GBP inwards/outward cheque clearing in accordance with procedures
• Process CCY cheque collections both inwards/outwards in accordance with procedures
• Process returned cheques in accordance with procedures
• Process draft/cheque requests in accordance with procedures
• Process stop cheques and other locks in accordance with procedures
• Process unpaid cheques on day of receipt of SWIFT notification in accordance with procedures
• Process internet payments in accordance with procedures
• Process account closures in accordance with procedures
• Process static data amendments in accordance with procedures
• Process notice account management requests in accordance with procedures
• Process fees and charges in accordance with procedures
• Process structured product applications and account opening, including new client set up and liaison with KYC/DD team.
• Manage structured product related queries and requests via telephone, E-mail, fax and any other channels as appropriate
• Ensure a right first time approach to all work, and the accurate and timely completion of all databases and systems used to drive MI and business reports
• Generate and despatch client advices for structured products
• Process all Fixed Term Deposit instructions in accordance with procedures
• Perform other tasks as required

• Process outward and internal payments in accordance with procedures

• Provide indication/booked rates for FX deals as required
• Ensure SWIFT queues are clear, and all failures/NAK’s are corrected and sent
• Provide training to other colleagues where appropriate

Preferred Qualification and Experience

Experience in a similar banking/financial organisation role would be beneficial

• An understanding of SWIFT, CHAPs etc would be beneficial
• 5 GCSE’s including English and Maths grade C or above

Knowledge/Technical Skills/Expertise

• Demonstrate the required volume and depth of specialist knowledge in order to deliver effectively in the role
• Continually improve on own level of knowledge