Perform Operational Management duties:

• Develop, maintain and implement Tactical and Operational plans to achieve the Company’s Strategic Goals and Objectives.

• Monitor and review the performance of the Tactical and Operational plans to ensure continued achievement of the Company’s Strategic Goals and Objectives.

• Review and authorise Client instructions, payments and transfers.

• Make decisions on complex/exceptional Client Service instructions / queries.

• Manage and resolve Client complaints when necessary.

• Compile reports and analyse findings as well as other relevant data.

• Liaise with internal support functions (Finance, Risk & Compliance, Special Projects, Marketing, etc)

Perform Operational Optimisation duties:

• Ensure effective and efficient use of all resources in order to meet both Client Service standards and Financial objectives.

• Continuously review policies, processes, procedures, productivity and performance against agreed standards.

• Continuously review and implement innovative solutions to optimise capabilities and deliver excellent Client Service.

Perform Management and Leadership duties:

• Manage and lead employees according to the Company’s Vision, Mission and Values.

• Instilling a culture of Client centricity.

• Manage employee performance to ensure quality Client Service is delivered and the Company’s Strategic Goals and Objectives are achieved.

• Provide coaching and mentoring.

• Implement and manage change effectively and efficiently.

• Manage poor performance effectively and efficiently according to Company policies.

• Manage absenteeism effectively and efficiently according to Company policies.

• Ensure employee wellness and engagement is managed and maintained at the required standards.

• Encourage initiatives to enhance Service capabilities.

• Ensure that training needs are accurately identified, planned for and provided.

• Empower employees to be self-managed and self-motivated.

• Empower employees to make decisions and use mistakes as opportunities for growth and development.

Perform Risk and Compliance duties:

• Ensure that risks are managed and monitored effectively according the Company’s Risk Management Framework.

• Implement, manage and monitor compliance requirements.

Support Business Development and Client Relationship Management:
Together with the Client Relationship Managers, develop and maintain positive relationships with Clients by:

• Handling and managing the onboarding process of new Clients effectively and efficiently;

• Handling and managing Client queries and complaints effectively and efficiently;

• Communicating all relevant information that is necessary for Clients to be empowered and adequately informed.

Contribute to Strategic decision-making together with Senior Executives, Management and other relevant Stakeholders.

Active participation and contribution at Senior management level.

Will be required to participate and/or report back at Management committees and related forums.

Perform project and adhoc tasks as and when required.

Perform back up duties as and when required.