Associate Vice President Swift Payments

Purpose

The Ops Manager is responsible for the safe and efficient delivery of a number of time critical processes investigation files and payments that adhere to cut-off times

This will include supporting the team via people leadership and overseeing the workflow to ensure it is dealt with efficiently and accurately, in accordance with policies and procedures to ensure cost effective and best practice service. In addition to payments processing, the role is also responsible for supporting enquiries and resolution of payments for all CIB customers settling transactions for these products.

The ability of the team to meet internal and external service level agreements and requirements

Quality/Speed of work/productivity

Understanding of concepts and hence the ability to problem solve

Evidence of improved customer experience

Evidence of continuous improvement in processes and value-add services.

Key tasks; accountabilities and challenges of this role

Lead teams to oversee and deliver daily workload ensuring transactions are completed in accordance with customer service level agreements and external time frames;

Key point of contact for escalation, support/direction, service/performance analysis, problem resolution, appraisal, coaching, mentoring, provision of information, support and facilitation of ideas.

Work with teams to oversee and ensure all client instructions are processed in accordance with their wishes and that exceptions are escalated in accordance with established policies and procedures

Lead team and liaise with partners and team, and HO/Manager when required, to resolve and rectify service delivery issues

Ensure team is correctly resourced through utilisation of capacity management frameworks

Demonstrate processional and ethical behaviour in all actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

Experience

8+ years Operations knowledge in payments, SWIFT payments exposure.

People leadership and coaching experience, preferably in an operations environment

Workforce Management Skills