Onboarding Account and Merchant Authoriser at Absa Bank Tanzania

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

• To drive a diverse team of process associates working towards pre-defined targets
• To be a SME in Client On-boarding process (Personal and Non-personal accounts), Maintaining Personal/Business Customer Accounts and Loan booking
• To assist the Team Manager in undertaking the managerial function.
• Manage day-to-day activities of the team and ensure compliance/credit to procedures and policy guidelines, encourage and motivate processors.
• To drive and deliver exceptional business performance through the excellent execution of support duties to ensure that operations are being effectively performed so as to provide World Class Customer.

Job Description

Main accountabilities and approximate time split

Receiving, assessing and reviewing all Account applications

• To perform & ensure accurate sampling of each advisor in accordance to approved process and procedures, international regulations
• To achieve the required volume of work within the established deadlines / service standards
• Identify and investigate problems specific to their area of expertise and recommend remedial action
• Adhere to quality control discipline, procedures and checks at all times.
• Day to day query resolution, with upward escalation of more complex queries to the management team
• Report issues and concerns as soon as possible to Team manager in time and with complete information, in which effort is made to prevent or limit possible damage
• Assist team manager in administration of the section, including organizing workflow, queue management & query resolution
• Responsible for driving own performance management, collating relevant documentation, preparing for and arranging team’s & self-performance reviews
• Thorough solution of queries & identify improvements to processes
• Provide advice, guidance & training to new processing staff
• Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions to contribute to team performance and development of effective working relationship with colleague
• Identify and suggest changes to enhance and improve processes, and increase productivity
• To provide support and cover in terms of knowledge management to other Process Experts as and when required ensuring effective team working across the operations floor
• Support on audit requirement in collection and sampling of data
• Operate in a high-pressure environment with focus on customer service.

Risk Management

• Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
• To manage the TEAM from process, system and control point of view
• Discuss and finalize Performance Development Plans and ratings Retail support and send the documents to Performance Analyst.
• Screening and confirmation of all applications received
• Reports faults on the day they occur
• Ensure that there is an MI to show what was his or her acceptance rate or rejection rate. He is also supposed to report on suspected fraud incidents
• Achieve operational rigor excellence in all aspects of procedures and processes personally undertake to ensure Satisfactory audit
• Allocate and review regular snap checks as stipulated in the bank procedure manual.
• Undertake snap checks accurately and timely
• Improve on Conformance findings and ensure non re-occurrences

Operations Efficient

• Support the team leader on minimization of overtime, stationery and other Operation costs.
• Provide cover for team leader as required and be a fast learner, doing wholeheartedly, communicating with passion and enthusiasm, embracing change as a way of working.
• Achieve individual and team targets for customer service targets (both internal and external)

Decision Making and Problem Solving

• Undertake enquiries duties as required in order to provide excellent customer service
• Maintain effective performance towards dynamic business circumstances, questioning procedures and proactively seeking solutions
• Identify and investigate problems and recommend remedial action

Risk and Controls Objectives

• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to ABSA policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• All mandatory training completed to deadline.

Competencies

Technical skills / Competencies

• Sound communication skills
• Excellent attention to details
• Strong numeracy

Essential And Preferred Experience

• Onboarding Process
• Fraud Prevention/Awareness
• Operational awareness
• Data privacy

Preferred

• Customer Service
• PC Skills including Keyboard skills
• Product Training

Absa Values

The values provides a framework for how we in Absa work together and how we serve our customers and the communities we are in;

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)