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 primary purpose of this role is to receive and perform duty of care on customer instructions, process financial and non-financial transactions via authorized bank channels, and ensure the accuracy and authenticity of all operations in compliance with banking regulations and quality management systems.
Key Responsibilities
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 performing callbacks where applicable.
Advise on special handling instructions as dictated by the client; print and forward information as appropriate for processing.
Stay informed on all changes to products, services, rules, and regulations to ensure accurate processing and quality checks.
Processing of Customer Instructions
Capture transactions in the system according to 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 Service Level Agreements (SLAs).
Prioritize and organize work based on risk/severity and processing requirements to ensure deadlines are met.
Reconciliation and Safe Keeping
Validate and confirm that all allocated transactions have been processed and authorized by the end of the day.
Ensure all entries in suspense accounts are accounted for and processed within the agreed turnaround time; explain and escalate variances.
Compile and file records of transactions processed and other activities.
Maintain and update filing of customer or internal instructions in line with bank document management procedures.
Customer Query Management
Respond promptly to customer queries as per documented procedures and policies.
Provide necessary information to customers in consultation with the line manager and according to bank policies.
Escalate queries that are outstanding beyond the SLA to the team leader or line manager.
Compliance and Standards
Adhere to service standards provided in the Banking Sector Charter.
Ensure implementation of all Compliance, Anti-Money Laundering (AML), and Sanctions related requirements.
Monitor and identify material compliance breaches and escalate them to line management and the Compliance Office.
Support implementation and compliance with Audit, Risk, and Compliance recommendations.
Operate within budget regarding taxi usage, stationery, telephone, and overtime costs.
Quality Management (ISO 9001:2015)
Ensure the quality management system conforms to international and local standards.
Monitor processes to ensure they deliver intended outputs at every stage in the value chain.
Report on the performance of the quality management system and opportunities for improvement.
Promote exceptional client experience throughout the organization.
Requirements
A Bachelor’s degree in Business Commerce.
Strong computer knowledge and data entry skills.
1-2 years of experience in business support and banking.
