Manager: Onboarding Support

Job Mission / Objective:

To effectively manage the centralised onboarding and quality assurance (QA) functions of the Business Support: Centralised Onboarding in the Business Shared Services Department, ensuring operational efficiency and internal and external customer satisfaction. To provide streamlined processes regarding onboarding, customer profile maintenance, customer profile data cleanup and offboarding of customers within Access Bank’s policies and procedures and South Africa’s legislations.

CUSTOMER SERVICE:

• Overall supervision and control ensuring that a high quality of service is provided
• Ensure retention of existing clients by providing excellent service
• Handle internal and external customer complaints quickly and efficiently
• Provide regular feedback on the level of service, highlighting good and positive performance and taking remedial action where necessary
• Must be well spoken and presented
• Present written material clearly and effectively
• Good positive 360-degree feedback from internal stakeholder

DELEGATING/PLANNING:

• Delegate work effectively
• Give clear instructions/explanations of what is expected
• Plan and schedule work ahead of time
• Set and review priorities regularly
• Provide relief support where needed
• Organize support staff so that the suite runs effectively in own absence

ADMINISTRATION AND CONTROLS:

• Supervision and control of the routine running of the business support team in accordance with laid down processes and controls
• Continuous supervision of the direct reporting staff; Responsible for the full account opening and closing process of accounts acquired by the business suite
• Responsible for all maintenance on customer accounts, including customer records, mandates, data cleanup, UBO Remediation, FICA etc.,
• Manage and perform all general admin duties as per laid down procedures
• Ensure correct workflow of eliminating procrastination of support officers
• Monitor and follow up on instructions given and outstanding queries
• Supervise and control:

1. Staff Attendance Register
2. All Projects received from Head Office to meet deadlines
3. Submission of the monthly reports namely: Dormancy report, Inactive accounts report (to Manager Operations), Term Deposits report, Account Opening Monthly statistics, all these to be submitted by the 05th of every month or before the set date

KNOWLEDGE/PROFESSIONALISM:

• Recognize importance of continual self-development to have the ability to master new technical/procedural skills relevant to own job
• Consider effect of own actions on Bank’s image
• Understand how own function relates to others in the suite
• Continuously improving processes to ensure cost is managed for the bank.

TRAINING AND SUPERVISION OF SUPPORT STAFF:

• Work with staff to solve problems
• Ensure training and development of staff (all frontline support staff should be able to perform each other’s duties for relief purposes)
• Share knowledge/experience with others willingly
• Build team spirit and co-operation
• Be accountable for your own development, whether on the job upskilling or external learning to enhance skills (Personal Development Plan)

RISK MANAGEMENT:

• Control security measures
• Ensure that all revenue due to the Bank is collected and ensure maximum savings on cost items
• Preventing operational losses
• Monitor and control Revenue & Expenditure against financial plans (budget)
• Ensure zero tolerance of errors due to capturing
• Ensure accounts are activated by communicating this to the Manager Operations via the inactive report monthly to minimize revenue leakage

ACADEMIC REQUIREMENTS:

• Matric
• Bachelor's degree in Commerce, Finance, Banking, Economics, Accounting, Business Management, Bachelors` Degree in Business Administration, Bachelor of Commerce in Law, Risk Management or Financial Risk degree or a related field.

WORK EXPERIENCE:

• Minimum 5 - 8 years banking experience.
• 5-8 years of leadership or people management experience

All appointments will be made in line with Access Bank’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals living with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

• Medical Aid
• Pension Fund
• Staff Rates