Job Title Supervisor: Electronic Banking.CSSO.Customer Operations.CSSO – Banking
Location Roodepoort,ZA
Organization Name CO – Banking
Department Description
Brief Description
Mission/ Core purpose of the Job:
To oversee and supervise the use of sound financial disciplines in the Customer Operations department and to provide an electronic banking service to the company
Detailed Description
Key Performance Areas:
Task Complexity:
Operational Coordination
• Coordinate the complete debit order process ensuring completeness and financial accuracy
• Deal with electronic unpaid transactions and coordinate initial rejection reports
• Monitor the reallocation of electronic unpaid transactions to the debtor’s account
• Monitor daily electronic banking functions
• Download and distribute bank statements
• Report on debit order statistics monthly
• Evaluate situations and determine the best methods to reach defined outcomes
• Share experiences, knowledge and understanding of purpose
• Establish the most efficient use of resources, i.e. cost, people, time, etc
• Put effective methods and standards in place as required
• Coach and advise internal departments on policies, processes and procedures
• Oversee adherence to policies, processes and procedures within customer operations
• Provide support on RMS system and coordinate enhancements
• Track electronic banking performance and identify weak areas
Problem Solving
• Manage system problems
• Manage banking and unpaid electronic transactions queries
• Address problems on a case by case basis, ensuring an optimal balance between the response to the situation, the cost of that response, and the core purpose of the organisation
• Deal with problem situations that arise timeously and efficiently
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious
• Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
• Provide information and knowledge as required to resolve problems
• Generate different options for the known problem, evaluate possible methods to resolve the problem, and select the most appropriate solution in terms of enhanced effectiveness and efficiency, and reduced cost
• Tailor solutions to suit the problem (within defined parameters)
• Take action to prevent the reoccurrence of problems
• Make use of available resources to solve the problem
• Identify external parties to assist with problem solving as required
Process and Procedure Effectiveness
• Define and monitor the execution of processes and procedures for efficient execution of duties in the Finance and Banking Department
• Ensure that all processes and procedures implemented are aligned to the set operational framework for the Customer Operations Unit
• Ensure that workflow continues without interruption
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
Execution of tasks
• Provide frameworks for tasks
• Define and assign work to be done
• Control, manage and monitor all logistics
• Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc
Budget and Cost Control
• Ensure efficient use of financial resources
• Report on achievement of monthly targets
• Work within annual budget constraints
Customer Service
• Contribute towards initiating change to continually improve all aspects of service delivery
• Provide advice to staff on the best approach to reach the best results
• Ensure delivery of first time right service excellence
Quality Management
• Input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems
• Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines
• Establish and maintain quality standards that will enhance the customer experience
• Work consistently according to standard operating procedures
• Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others
• Understand and communicate the consequences of not maintaining quality focus
• Identify processes and procedures where the quality of work may be improved
• Analyse situations and take necessary action to ensure quality is maintained
• Seek feedback from clients and other stakeholders and continuously seek ways of improving on quality and customer service standards
• Gather first-hand and real time customer information and use it for improvements in services
Supervisory / Leadership / Managerial Complexity:
• Monitor and manage staff work performance
• Coach staff and identify training needs
• Ensure ongoing training and development of staff to build knowledge and skills
• Recruit suitable new staff in collaboration with HR
• Manage workflow and work schedules
• Measure team and individual performance and provide feedback
• Manage team motivation and discipline as required
• Identify peaks in complaints and bottlenecks in service and react accordingly
• Assign work as required
• Encourage a customer-centric view
• Develop supportive relationships
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information
• Assist in finding ways to improve performance
• Live the MTN Brand and values
Job Requirements
Minimum Requirements & Competencies
Education:
• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
Global Experience Standards
• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization
Training:
• Communication skills (Verbal and Written)
• Operational Procedures and Policies
• Basic accounting
• Systems Training- EPPIX, Tetra, ISIS, CAT, RMS, Access
Competencies
Head – Big Picture Focus
• Analytical Thinker – Manages the alignment and execution of tactical activities
• Problem Solver – Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator – Executes on innovative commercial practices and identifies areas for continuous improvement
Heart – Emotionally Intelligent
• Culture and Change Champion – Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager – Builds relationships with customers and teams to uphold the MTN brand
Hands – Results Focused
• Results Achiever – Drives team objectives and contributes to sustainability of results
• Operationally Astute – Clarifies priorities, plans, organizes and co-ordinates the work of others
Knowledge:
• Computer literacy
• A broad understanding of the MTN business and business processes
• MTN Value Proposition
• Telecommunications environment
• Electronic Banking
• Financial policies and procedures
Skills / physical competencies:
• Planning skills – plan, prioritise, resource allocation and deliver on time
• Technical / professional excellence
• Interpersonal skills
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Ability to control and direct to maximise performance of others and arrange logistics
• Delegation skills – allocation of tasks and coaching
• Feedback skills
• Computer literate
• Problem solving skills
• People management skills – managing and monitoring performance
• Conflict management skills
• Communication skills
• Influencing skills
• Negotiation skills
• Stress management skills
• Time management skills (specifically the ability to prioritise)
• Leadership skills
• Presentation skills
• Financial Modelling skills
Behavioural qualities:
• Team orientation – strengthening teams OR working in an integrated team environment
• Relationship builder – strong people-focus
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Flexible and adaptable – changing opinions / behaviour in the light of changing situations
• Approachable and friendly
• Assertive
• Strong detail focus – attention to detail and accuracy
• Creative
• Action-oriented – sense of urgency
• Diplomacy and tact
• Operate with integrity (high ethics) –to maintain confidentiality
• Consultative
• Perseverance
• Confident
• Rule-following
• Good listener
• Compliant
• Methodical and systematic
• Independent-minded – ability to work independently
• Reliable and dependable
Additional Details
General working conditions
• Normal working hours and conditions
• Some overtime may be worked to meet deadlines
Recruiter Name Modise, Mrs. Zanele Edna Zanele
Email [email protected]
Work Telephone 0119123000
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