Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the primary goals and standard of excellence we intend to achieve in the medium term
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Standard Bank Group Kenya Programme Advert
- Location: Kenya
- Company: Standard Bank Group
- Closing Date : 15 March. 2023
Job purpose
- Create effective partnerships with chosen vendors.
- Ensure the effective operations of Vendor output
- Drive communication between vendors and line manager
- Ensure that the targets are achieved by your vendors
- To effectively work all Written off accounts to contribute towards increasing the recovery rate and diligently update control registers, outsourced files and supply of demographic information when required.
Key Responsibilities
RELATIONSHIP MANAGEMENT
- Manage a select portfolio of Vendors on the Vendors out-put measures.
- Account level monitoring
- Weekly high balance exposure reporting
- Responsible to form part of weekly performance engagements via. email, telephone as well as face to face. (Performance Metric supplied).
- Internal stakeholder management in regard to vendor admin.
PROBLEM MANAGEMENT
- Ensure that all escalated problems or service complaints are resolved within the agreed SLA time.
- Report all these complaints on a weekly and monthly basis in connect sessions.
- Monthly Reporting & Monitoring of Key Metrics:
- Monitor key measurements that were agreed to as per Service Level Agreements and frequency to ensure that vendors are achieving operational excellence and meeting agreed processing targets.
CUSTOMER SERVICE
- Ensure that vendor complaints are logged, and root cause analysis undertaken to prevent recurring problems.
- Ensure that all queries and problems are resolved promptly.
- Ensure accuracy of information when resolving queries
INTERNAL PROCESS AND SB POLICIES AND PROCEDURES
- Supply data or information to compile monthly dashboard for submission for meeting.
- Validate data within the dashboard to ensure accurate reporting.
- Communicate vendor issues proactively which could impact on customer service to Line Manager.
- Action various reports where necessary to manage vendor performance and risk on Account Level
- Identify risks and report to appropriate line.
- Ensure Service Levels are met at all times.
OPERATIONAL EFFECTIVENESS
- Manage the validity and integrity of all information (including MIS) received from the various vendors prior to any inclusion in any report for publication either internally or externally or both.
- Ensure that the service levels are maintained to ensure that service level agreements with internal and external customers are always adhered to.
RISK MANAGEMENT
- Limit potential losses to the bank by ensuring that laid-down instructions are adhered to within the Vendor’s operations.
- Assist stakeholders with the identification of risks and reported to line
Qualifications
Minimum Qualifications Type of Qualification: Degree
Field of Study: Finance and or Accounts or Business related degree
Experience Required
- Experience Required: 5–6 years
- Banking experience, particularly in operations / banking / project management / business analysis
