Team Leader, Client Due Diligence

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Overall purpose of job:

• To supervise and lead the team in providing a service to internal and external customers.
• Effectively liaising with internal and external customers and ensure a timeous and professional service delivery to the clients and internal stakeholders.
• Maintain a high level of integrity and ethical standards.
• Agreed service levels met or above standard.
• MIS updated daily and provided on time and accurately.
• Reduction of queries and complaints.
• Turnaround times as per Service Level Agreements.
• People management practices.
• Minimise costs.
• Improve internal and external Customer satisfaction levels.
• People management QA to be done.
• Deadlines and targets are met.
• Minimal error rate.
• Fraud and risk prevention.
• Plan for and ensure the development and training of staff against clearly defined work standards and Service Level Agreements.
• Set staff KRA’s in line with Service Level Agreements.
• Manage subordinate’s performance and productivity.
• Internal Audit and Compliance report findings.
• Reduction in the number of queries and complaints as a result of efficient service and effective root cause analysis.
• Effective maintenance of network with customers.
• Always produce quality work outputs.
• Complete the KYC process for the client, timeously and professionally.

Operational Management
• Manage the team by ensuring customer service levels are met and SLA’s are met and above standard.
• Comply with operating processes to ensure that quality and operational targets are met.
• Ensure error rate is kept at a minimum.
• Identify risks and inconsistencies regarding systems and processes
• Identify gaps in the application process by highlighting incidents and providing input into trend analysis.
• Remedy service breakdowns and to maintain the highest level of service thereafter.
• Control and manage risks and costs.
• Ensure that all controls are understood and followed
• Build collaborative and cohesive relationships with all stakeholders that have a direct influence on the success of our business.
• Ensure benchmark is maintained and monitor daily figures.
• Ensure appropriate and accurate MIS is produced.
• Understand and assess the risks associated with Out of SLA functions and maintain an effective system of control to ensure effective management of available resources.
• Introduce preventative measures to manage out of SLA.
• Responsible for overall performance of the team ensuring they are steered in the right direction to achieve all targets and goals.
• Assist with escalated queries by providing efficient and accurate guidance to resolve the queries.
• Ensure relevant reports have been actioned and signed off by subordinates.
• Daily checks of staff productivity and benchmarks.
• Monitoring of feedback and quality controls of all queries, escalations and complaints

Derive actionable and sustainable conclusions from trend analysis; provide recommendations, as well as execution.
• Scope, plan, implement and conclude operational tasks within specified timelines.
• Prepare and present team Scorecards and Process Charts.
• Proactively make recommendations to system/process/people/customer service enhancements.
• Actively participate in team leader forums to ensure blueprint adherence and standardised leadership practices.
• Maintain confidentiality and integrity of customer.
• Conduct daily connects sessions with staff to review performance, inform staff of changes in systems or procedures, and other matters that affect the production line.

Risk and Compliance
• Ensure compliance with agreed levels of authority for own area and with all applicable laws, regulations, group policies and procedures.
• Check of risk implications and in need, refer to Compliance.
• Always keep abreast of new policies and procedures.
 

People Management
• Conduct staff performance appraisals and manage the staff training and development plan, for direct reports, resulting in a well-trained and motivated team.
• Assist with recruitment and selection when required.
• Discuss and agree on staff personal and career development plans.
• Facilitate team building exercises.
• Conduct performance discussions.
• Provide the necessary mentoring and coaching to subordinates on performance gaps relating to technical, interpersonal and conceptual skills.
• Draft and set staff performance contracts and Key Result Areas in line with business objectives and Service Level Agreements. Address individual performance gaps, formally and informally.
• Drive and direct all tactical decisions to team, within own levels of authority.
• Manage staff issues in accordance with established policies and procedures.
• Prepare performance contracts, KRA’s and performance targets in line with business and market changes proactively.
• Conducts daily connect sessions with staff to review performance, inform staff of changes in systems or procedures, and other matters that affect the section.
• Lead, influence and coach others to help them achieve desired results whilst keeping the organization’s Visions and Values in the frontline.
• Actively incentivise subordinates in line with business needs.

Legislative Compliance
• Ensure adherence to sections of the Banking Act, FIAMLA and Bank of Mauritius Guidelines on AML/CFT that are relevant to the function.
• Keep abreast of new legislation and its impact.

Customer Interaction
• Ensure that subordinates maintain a good rapport with all customers in a professional manner.
• Maintain a cooperative supportive working relationship with other team members and business partners
• Build sustainable relationships with business partners and stakeholders within span of control. 

• Good rapport with internal and external customers is required while maintaining a professional image.
• Maintain a supportive, co-operative working relationship with other team members.
• Build and maintain a working relationship with all, showing respect always and provide quick, efficient service to all.
• Maintaining relationships with Compliance Department to support AML strategies and minimise fraud risk.

• Degree Holder 
• Have least 3 to 4 years general banking experience with exposure to Client Onboarding and Reviews.
• Knowledge of the Banking Act, FIAMLA and Bank of Mauritius Guidelines on AML/CFT
• Prior experience in leading a team
• Basic knowledge of Operations management principles.
• Understand the broader business environment from a sector, organization, and business unit and role perspective.
• A thorough understanding of operational risk.
• Sound understanding of MIS