Supervisor: Foreign Exchange Helpdesk (IPO Investigations and Support) – International Operations (GL7)
Introduction
• Provide an operational liaison between Bank Windhoek Clients, ITO Admin, CCMS BOPCUS Reporting, Payment Processing, Branches, Front Office, CPW and Corporate Banking teams.
• Provide a proactive problem resolution to our clients as well as guidance on legislative requirements as related to the transactions we process.
• Responsible for the overall investigations related to all Incoming Payments.
• Establish and manage an efficient internal and external network – working relations and liaison between SWIFT, Front Office as well as Branches to ensure that all objectives of the Bank are met within agreed timescales.
• Provide administrative support to the Manager Payments and/or Manager: Forex and Compliance in the attainment of their objectives.
Job description
KEY PERFORMANCE AREAS
SERVICE:
• Responsible for the management of client relationships by ensuring that clients are handled in a professional manner.
• Meet performance targets around Customer Satisfaction and productivity by supporting internal and external clients with queries and unique needs.
• To identify and resolve customer complaints.
• Provide correct information to clients in order to address their specific needs.
• Proactively manage customer issues and act as an escalation point for serious customer queries and complaints to the Manager: Payments and/or the Manager: Forex and Compliance.
• Supervision of front-line client assistance via electronic communication by means of emails and/or telephone.
• Ensure accurate product and service information are provided to customers by subordinates.
• Receiving, completing, and referring communication related to Inward Payments with subsequent follow-up where necessary.
• Negotiation of exchange rates with clients / Treasury where applicable.
• Maintains regular and a high standard of customer contact to ensure a positive perception and reputation of our Bank’s role as a quality service provider in Incoming Payments.
• Ensure 24-hour turnaround time is adhered to regarding all Customer phone call queries.
• Ensure 48-hour turnaround time is adhered to regarding all Customer email queries.
• To follow up on customer calls where necessary.
• Keep abreast with current events, changing trends, business drivers, best practices, and legislative requirements within the industry to proactively identify any possible impact on existing systems and processes to enable the payment section to re-align its operations in an effective and timely manner with the minimum impact on service standards.
• Continuously look for methods and ways to simplify workflows and maximize productivity and efficiency.
• Improvement of 10-15% y/y on annual DSQ Survey.
ADMINISTRATION:
• Responsible for effective and efficient service administration.
• Ensure immediate implementation of changes to policies and procedures applicable to Incoming payments.
• Ensuring that reports are completed and submitted timeously.
• To research required information using available resources.
• Ensuring that data analysis and reports are accurate, and feedback provided timeously.
• Understand, apply, and manage compliance requirements and internal risk policies.
GENERAL:
Must be prepared and willing to do any other reasonable and lawful instruction/task and ensure that it is carried out on time and correctly in line with the Bank’s policies
1. Key Relationship Interfaces: (Relationships with key parties on work-related issues)
Internal Relationships
• Working closely with Management and staff across Bank Windhoek.
External Relationships
• Customers
Competency
Analyzing and Interpreting
Organizing and Executing
Planning and organizing
Communicating with Impact
Adapting and Coping
Supporting and co-operating
Interacting and presenting
Delegating tasks
Lead and Motivate
Stress Tolerance
Facilitating Change
Aligning Performance for Success
Customer focus
Time Management
Attention to detail
Problem analysis and problem-solving
Judgment
Decision – making
Data collection, management, and analysis
Good management and leadership skills to interact on all levels
Good interpreting and analyzing skills
Strong people management skills
Excellent interpersonal relations skills
Excellent Planning and Organising skills
Strong verbal and written communication skills,
Problem-solving skills
Excellent business writing skills
Excellent computer literacy skills (Phoenix, SAP, Presence)
Excellent communication skills
Exceptional listening skills
Excellent networking skills
Product or industry-specific experience
Sound knowledge of Exchange Control and BOPCUS requirements
Operates with a sense of urgency, works well in an entrepreneurial culture, and performs under stress
Well-organized, dynamic, and innovative
Self-confidence, drive, and tenacity
Must be able to operate independently on a high level
Trustworthy and high level of integrity
Ability to project a professional image
Detail conscious
Calm and patient
Ability to lead and motivate others
Good training skills
Bilingual – English/Afrikaans
Minimum requirements
Job Specifications
Qualifications
• Grade 12
• Diploma / Degree in Economics or Banking (an advantage).
Experience
• 5 years of International Banking and general banking customer service experience.
• Good knowledge of International Banking products.
• Sufficient knowledge of Exchange Control and BOPCUS.
• Intermediate level of knowledge of technology, PC Hardware, and software.
• Experience in Contact Centre operations.
More Information
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Job Application Details
APPLICATION DETAILS
Interested candidates are kindly requested to apply at: https://careers.bankwindhoek.com.na/applicant/index.php?controller=Listings&method=view&listingid=d8f0d84c-c54e-47f6-a215-8dbaeff4d95b
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