Head, Reconciliation and Resolution Unit at Stanbic IBTC

Job ID: 34942
Location: Lagos Island
Job Sector: Financial Services
Region/State/Province/District: Lagos

Job Purpose
To coordinate and supervise all reconciliation activities of all contribution inflows and outflows through:

• Supervision of Reconciliation, Resolutions & Enquiry activities
• Supervision for the resolution of all uncredited contributions
• Supervision and coordination of regulatory reporting requests
• Supervision of enquiry management process

Key Responsibilities
Coordinate reconciliation activities of all contribution inflows and outflows to deliver a consistently superior customer experience

Deliver a consistently acceptable superior quality of customer experience:

• Ensure Conclusion of daily tasks and valuation advice sent by 4:30pm
• Prompt resolution of TCF through visitations and communication (emails, SMS and letters)
• Prompt response to internal and external customer enquiries
• Establishment of SLA that seeks to delight both internal and external customers
• Building and maintaining key stakeholder relationships, through effective collaborations with partners.
• Ensuring the necessary Service Level Agreements (SLAs) are well defined and agreed to and that the service levels are monitored for exceptions and where found, corrective measures are promptly employed.

Supervise and Coordinate the Resolution of all Uncredited Contributions to Guard Against Customer Complaints and Regulatory Infractions:

• Ensure daily and prompt resolution of TCF to RSA
• Ensure fresh inflows not uploaded are communicated to employers for immediate resolution (CRA/TCF Resolution)
• Ensure No schedule and schedule with issues items are communicated to employers to enable credit of clients’ accounts.
• Ensure all schedules received are sent to Custodian within 24hrs of receipt and same is reported for upload immediately except there are issues
• CRA Cleanup & CRA Credit interest resolution within 30days of accrual
• Weekly/Monthly visits to clients and ensure Outflows from TCF exceed daily inflows

Supervision and Coordination of Regulatory Reporting Requests:

• Ensure achievement of satisfactory audit reviews (internal and external)
• Ensure efficient management of “Risk Logs” – Incidents, Complaints, Errors, Pending Issues, etc; including prompt escalation of MUD items and prompt resolution of all issues.
• Maintain records/tracker of all contribution requests received within the unit (enquiries, requests, pension applications, complaints etc) and submit activity report to the HoD on a daily basis.
• Ensure appropriate tracking/monitoring and reports are made available to allow for informed decisions and early identification of adverse trends.
• Recommend and implement approved strategic business initiatives, changes to operational processes and procedures in alignment with the Company’s business strategy.

Supervision of Enquiry Management Process:

• Ensure efficient management of “Risk Logs” – Incidents, Complaints, Errors, Pending Issues, etc; including prompt escalation of MUD items and prompt resolution of all issues.
• Drive proactive management of operational risk items and incidents, reducing operational losses and upholding reputation.
• Ensure documentation, periodic review and update of checklist of specific processes / transactions that are prone to errors, including respective preventive measures.
• Drive the implementation of “customized” capacity building for staff who handle critical error-prone processes / transactions.
• Drive the identification and appropriate feedback/PIP for staff who frequently commit errors.
• Ensure effective root-cause analysis, complaints management and reporting; as well as awareness creation on learning points, including trend and target monitoring.

Preferred Qualification and Experience

• A First Degree or equivalent in a Business related Degree
• Basic MS Office Suite, excel and word knowledge, Compliance Training

Knowledge/Technical Skills/Expertise

• Reconciling Financial Records:
• The ability to check financial entries in multiple systems to ensure that transactions and records are kept in sync and that they have been recorded appropriately.

Attitude of Customer Experience /Industry knowledge:

• Within the Bank Customer Experience Framework, the ability to represent the values of Standard Bank, take ownership and show passion for customer service and expertise on the pension industry that is covered by the role.

Query Resolution:

• The ability to handles queries effectively and formulate appropriate responses..

Transaction Case Management:

• The ability to understand the nature of the transaction, gather required information and channel transaction into correct direction
• Can manage the progression of the transaction and update clients on progress and problem solving. Able to recommend process improvements and enhancements.