Channel Fulfilment Team Leader page is loaded Channel Fulfilment Team Leader Apply locations Johannesburg time type Full time posted on Posted 3 Days Ago job requisition id R12512 Job DescriptionTo provide effective and efficient management of the team within Corporate and Institutional Banking (CIB) by providing excellent customer service to both internal and external clientsTo lead, coach, and develop employees towards achieving business, professional and personal development objectives and to drive the Customer Value Proposition (CVP) by providing operational support to various divisions within CIB and the Bank at largeManage and administer core day-to-day functions of the relevant operations area in line with relevant indicators of success i.e., stakeholder management, query resolution, process optimisation etc.Ensure that correct processes and procedures are adhered to within SLA standards and applicable records are maintainedCreate and implement innovative methods in banking administration aspectsDraft written correspondence to relevant stakeholders detailing progress on operations at the relevant reporting intervals, status updates etc., that influence deliveryAdhere to, and motivate the team to comply relevant regulations and policies; investigate non-compliance for remediationCollaborate with system owners and ensure that adequate resources are utilised when system upgrades or testing is requiredCompile reports that track progress and guide business to make informed decisionsEnsure financial documentation is maintained to support accurate record keeping and future legislative requirementsAchieve 100% assessment upon auditor reviews and ensure audit findings are closed offEnsure knowledge of services rendered to stakeholders and clients is technically accurate and provide clients with relevant information to keep them informedAssist the team in finding the most appropriate solutions to challenges that may arise by applying expertise, product knowledge and rulingsMonitor and evaluate existing processes to create greater efficiencies, whilst maintaining/improving quality, mitigating risks and adhering to compliance requirementsBe proactive in identifying and mitigating areas of risk within the departmentIdentify and monitor errors with the intent to reduce occurrencesIdentify cost saving initiatives and opportunities for automation of processes whilst maintaining qualityDrive innovation within the team for constant improvementsManage additional projects as and when requiredMeet with various stakeholders to assess needs and collaborate in identifying gaps and providingpotential new solutionsEnsure fulfilment of products, channels, and transactionsEnsure completeness and accuracy of technical deliverables (at relevant handover points to other teams or business areas), and resolve escalations, disputes, and complaints accordinglyImplement and monitor internal controlsDisplay and model ethical, corporate citizenship behaviour that is aligned to the FirstRand brand promisesEnsure that relevant stakeholders are always communicated with in a friendly and professional mannerBuild stakeholder relationships through best banking practices (internal and external).Use influence and negotiation to achieve win-win outcomesInitiate meetings with key stakeholders to track progress, manage expectations and ensure clients’ needs are metAssist and support banking staff in handling clients’ requests and needsEnsure that there is a continuous liaison process with all relevant stakeholders to ensure that service levels are upheldManage workflow, ensure capacity is managed and manage key positions as part of a retention plan for business continuityEnsure that the department is appropriately staffed with experienced and skilled staffConduct gap analysis to assess training needsCoach staff and engage in knowledge sharing on a continuous basis through training and personal development plans which must be monitored regularlyTake full responsibility for performance optimisation of all direct reports, managing their performance in relation to key performance indicators, quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management including recruitment, succession planning, performance management and reviews etc. Monitor workflow ageing and SLA Escalate SLA delays to stakeholders Review SLA’s when processes are changed Qualifications and Experience: Minimum Grade 12; Relevant NQF7 qualification in Management and Leadership advantageous Relevant degree preferred Minimum 5 years banking experience; supervisory experience advantageous Previous experience in a Corporate Banking environment Knowledge of Siebel and Hogan , Fintegrate , SLE Limits , Reference Validation PACS, Cashman Proficient in Excel reporting  Job Details Application Closing Date13/05/24 All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals 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. Introduce Yourself Introduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match. Should you have any queries, please log it via MyQ . About UsFirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa.The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo, DirectAxis and MotoVantage. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group.The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses.The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.#J-18808-Ljbffr