At Stratostaff, we design, implement, and manage workforce solutions for large, specialized, or routine staff complements. We are seeking an Officer, Production Operations to join our team. The role focuses on receiving and processing customer instructions, ensuring accuracy, and maintaining compliance with banking regulations and quality management systems.
Key Responsibilities
Receive and perform duty of care on customer Instructions
Receive instructions from internal and external clients for processing financial and non-financial transactions via authorized bank channels.
Verify and validate customer instructions against documentation on file to ensure accuracy and authenticity including callbacks where applicable.
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.
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 to meet Service Level Agreements (SLAs).
Prioritize and organize work based on risk/severity and processing requirements to ensure deadlines are met.
Reconciliation and safe keeping of customer/processed transactions
Validate and confirm that all transactions allocated have been processed and authorized by end of day.
Ensure all entries in suspense accounts are accounted for or processed within the agreed turnaround time.
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 procedures.
Responding to customer queries
Prompt response to customer queries as per documented procedures and policies.
Provide information that the customer may require in consultation with the line manager.
Escalate any queries that are outstanding beyond SLA to the team leader or line manager.
Complying with client Policies and Standards
Ensure that service standards provided for in the Banking Sector Charter are adhered to.
Implement and adopt Compliance, Anti-Money Laundering (AML), and Sanctions related requirements.
Identify material compliance-related breaches and escalate them to line management.
Ensure compliance with the agreed levels of authority to minimize operational losses.
Support implementation of Audit, Risk, and Compliance recommendations.
Operate within budget with regards to taxi usage, stationary, telephone, and overtime costs.
Compliance with Quality Management System - ISO 9001:2015
Ensure that the quality management system conforms to international and local standards.
Ensure processes deliver intended output by monitoring every stage in the value chain.
Report on performance and opportunities for improvement.
Promote exceptional client experience throughout the organization.
Key Competencies
Pursuing Goals and Taking Action
Completing Tasks and Producing Outputs
Team Work and Meeting Timeliness
Following Procedures and Showing Composure
Data Management, Workspace Management, and Records Archive Management
Qualifications and Experience
A Bachelor’s degree in Business Commerce.
Computer knowledge and data entry skills.
1-2 Years of experience in business support and banking.
How to Apply
Interested and qualified candidates should apply online via the Stratostaff recruitment portal: Apply Here.
How to Apply
Interested and qualified candidates should apply through the following link: Stratostaff Career Portal. Ensure you provide all required information and documentations as specified on the platform.
 Kenya.png){kind=logo}