RE- ADVERTISEMENT

Job Title: Officer, Production Operations

Contract: 1 Year

Location: Nairobi

PROFILE INTRODUCTION

Our client, a top-tier commercial bank and one of Africa’s largest financial institutions, operates as a
universal bank offering personal, business, corporate, and investment banking services. The bank is
well regarded for its strong presence in corporate and high-net-worth banking, as well as its advanced
digital banking capabilities.
The client is currently seeking to recruit Officer, Production Operations to join its team. The role
will be responsible for providing operations support services, payments processing, Settlements,
Record/documents management functions, Account opening, Channels activation and Maintenance
Functions, Card and Cash Functions, Payments Risk Mitigation function and Reconciliations in
coordination with the Manager/ Team leader Production Operations.
The officer will also be accountable for processing of transactions of a financial and non-financial
nature. The overall objective of the role is to provide day-to-day operations support in alignment with
bank policies and procedures.

KEY RESPONSIBILITIES

1. Receive and perform duty of care on customer Instructions
Receive instructions from internal and external clients for processing financial and non financial
transactions via the authorized bank channels
Verify and validate customer instructions against documentation on file to ensure
accuracy and authenticity, including callbacks where applicable.
Indicate or advise on any special handling instructions as dictated by the client; print
and forward information as appropriate for processing.
Keep informed on all changes to products and services, rules and regulations to ensure
accurate processing of instructions and perform accurate quality checks.
2. Processing of customer Instructions
Capture transactions in the system as per the documented procedures
Escalate non-conforming instructions to the Team Leader or Line Manager for
further guidance or action
Remit and/or settle funds in the system as per client requests
Strive to meet high customer service levels by processing incoming requests efficiently
and in accordance with procedures and policies to meet Service Level Agreements
Prioritize and organize work based on risk/severity and processing requirements to
ensure deadlines are met according to policies and procedures and service level
agreements.
3. Reconciliation and safe keeping of customer/processed transactions
Validate and confirm that all transactions allocated have been processed and authorized
by the end of the day.
Ensuring all entries in suspense accounts are accounted for and/or processed as per the
agreed turnaround time and any variances explained and escalated to the team leader
or line manager
Compile and file records of transactions processed and other activities.
Maintain and update filing of customer or other internal instructions in line with bank
document management procedure and policies.
4. Responding to customer queries
Prompt response to customer queries as per documented procedures and policies
Providing information that the customer may require in consultation with the line
manager and as per the bank policies and procedures
Escalate any queries that are outstanding beyond SLA to the team leader or line
manager for further guidance or action.
5. Complying with client Policies and Standards
Ensure that service standards provided for in the Banking Sector Charter are adhered
to.
Ensure implementation and adoption within assigned portfolio of all Compliance, Anti-
Money Laundering and Sanctions related requirements contained in policies,
procedures and processes. This includes monitoring and identifying any material
compliance related breaches and escalating them to line management and the
Compliance Office.
Ensure compliance with the agreed levels of authority for own area and with all
applicable laws, regulations, group policies and procedures to minimize operational
losses.
Look out for risk implications arising from the day-to-day work and if need be, refer to
the relevant team.
Support implementation and compliance to Audit, Risk and Compliance
recommendations
Operate within budget with regards to taxi usage, stationary, telephone and overtime
costs
6. Compliance with Quality Management System – ISO 9001:2015
Ensure that the quality management system conforms to the requirements of the
International and local Standards.
Ensure that processes are delivering their intended output by monitoring at every stage
in the value chain.
Report on the performance of the quality management system and on opportunities for
improvement.
Ensure the promotion of exceptional client experience throughout the organization.

Requirements

QUALIFICATIONS AND EXPERIENCE
​
A Bachelor’s degree in a Business Commerce
Computer knowledge and data entry skills
1-2 Years in business support and banking.

KEY COMPETENCIES

Pursuing Goals
Taking Action
Completing Tasks
Producing Outputs
Team Work
Meeting timeliness
Following Procedures
Showing Composure
Data Management
Workspace Management
Records and Archive Management