Job Description
JOB PURPOSE:
- Complete GTB cash and channel setups as a Maker in various bank systems such as FabOnline, iBanking, RCD and RCP etc.
- Complete the complex set-up on LMS, VAM, EDDS in collaboration with Implementation Managers, Product leads, Product Sales and Client
- Interact with clients for complex set-ups to obtain clarity on the complexity to ensure the set-ups are done right the 1st time.
- High quality and efficient processing of new and maintenance requests in bank systems, at minimal errors (first-time-right setup)
- Systematically obtain signature verification from client services on all the maintenance requests received from the clients
- Setup and maintain paper and electronic filing systems for records, correspondence and other material
- Ensure that all the original documents are sent to Group operations/Record Management Team twice a week for document scanning & archival process as per bank standards
- Review & handle the group mailbox and manage it appropriately to process queries within 24 to 48 hours
- Create maintenance tickets on Tatbiq upon receiving the client requests and allocate the same to contract handling team members
- Improve the turn-around time, reduce operational errors while process set-ups both new and maintenance.
ACCOUNTABILITIES:
- Ensure that all requests received are attended promptly and efficiently and there is no breach of service agreements
- Maintain necessary service logs / operation dashboard wherever applicable to ensure that turnaround time are meeting agreed service levels
- Establish effective / efficient communications with internal / external communications throughout the setup process
- Ensure all forms/contract, received from internal stakeholders, are validated, before any action in the bank systems is performed, within the agreed service levels
- Ensure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank
- Setup and maintain paper and electronic filing systems for records, correspondence and other material
- Attention to detail and comfort dealing with completing administrative work associated with client onboarding
- Ensure 100% adherence to compliance rules and support all audit protocols as appropriate
- Ensure that turnaround time of setup requests are meeting agreed service levels
- Focus is on all CIB clients (inclusive of Business Banking)
- Close liaison and working relationship with staff from GTB Implementation, Contract Handling Team, Advisory, PM, Client Services, Channel Support, (Global) branch network, Relationship Managers, IT Desk, Operations and other relevant stakeholders in the implementation process
- Participate in review of service standards and service quality to ensure that we meet and exceed the expectations of our clients
- Carry out the functions with full integrity to ensure that all requests received are attended promptly and efficiently and there is no breach of service agreements
- Establish effective / efficient communications with internal / external communications throughout the setup process
- Ensure all forms/contract, received from internal stakeholders, are validated, before any action in the bank systems is performed, within the agreed service levels
- Carry out all types of GTB cash and channels activity as per approved service level arrangements
- Attention to detail in dealing with completing administrative work associated with client implementations
Qualifications
Knowledge:
- Solid understanding of documentation interdependencies between account structures, payments, collection and electronic banking solutions
- Good knowledge of Microsoft applications
- Fair understanding of administrative functions
- Language proficient: fluent (business) English
Key Attributes:
- A self-starter, motivated, with aptitude and willingness to undertake self-learning
- Able to handle confidential information
- High standards on accuracy and completeness
- Tenacity and follow-through on agreed action items
- Taking initiative
- Must demonstrate a keen interest to learn the business and its processes, in order to best support management, the teams and clients
Experience:
- At least three years’ experience in a similar role or competencies in their recent career
Skills:
- Good communication skills
- Good organizational and planning skills