Stanbic IBTC Recruits Team Leader (Customer Mandates,KYC)

• Control all new account opening from January 2012 received at the centre
• Ensure that communication with other business units is of a consistently high standard.
• Ensure that all business units queries are resolved within laid-down time frames
• Initiate root cause analysis and workshop it to prevent recurring queries/problems.
• Facilitate good communication between the Centre and other business units to ensure prompt resolution of queries/problems and provision of effective customer service.

• Implements initiatives to improve customer satisfaction ratings
• Engages in the Customer Value Proposition, Service Level Agreements and benchmark targets to ensure alignment to these requirements

• Develops and implements initiatives to reduce cost and ensures that budgets for the Account Maintenance area are met.
• Ensures that throughput is maximised throughout the Account Maintenance area by implementing principles of Lean manufacturing and Six Sigma.

• Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies.

• Identifies and defines operational performance metrics geared towards meeting country objectives by analysing the existing gaps.
• Collaborates with other areas to ensure that best practices and a standard approach is followed.
• Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.
• Authorise outward scanned documents for own department

• Identify major risks affecting the KYC compliance level and ensure that the necessary steps are taken to measure, monitor and control these risks.
• Monitor internal controls to ensure their adequacy and effectiveness.
• Recommend revision of controls to Business Support Operations, where appropriate, to address new or previously uncontrolled risks.
• Promote staff and Customers awareness of KYC compliance through regular Knowledge sharing session and/or email communication
• Prepare detailed correspondence to Internal Audit when a special KYC investigation is required
• Attend to all KYC routine control issues
• Attend to all queries pertaining to Customer KYC issues and retrieval requests.
• Maintain database of all KYC compliant and deficient accounts bank-wide

• Drives a performance management and career development culture through mentoring and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate
• Lead and manage subordinates, providing guidance and coaching where required
• Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.
• Assist with the appointment of staff when required.
• Ensure that staff are fully trained (permanent and casual) and coached with regard to routine compliance and KYC
• Ensure KYC compliance tests are undertaken by staff concerned.
• Ensures that resources are skilled across the different processes to enable cross product and cross function workload balancing.
• Control and scrutinize the Staff Attendance Register.
• Conduct regular staff performance discussions, interim and annual appraisals.
• Attend to leave, training and Saturday schedules for own department.
• Conduct regular staff meetings and teambuilding exercises, as required.

• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.

• Basic Tertiary institution Degree
• At least 4 years experience in banking operations with a good understanding of regulatory requirement for KYC ideally within the financial service sector
• Practical experience managing accounts
• Leading, managing and developing people
• Managing projects
• Building and maintaining relationships