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Job Summary

Support the end to end processing and maintenance of retail and SME assets products such as loans, cards, overdraft, excesses (including assessment and disbursement of retail loans, new/renewal of overdraft, handling of insurance renewal and expired securities, Bancassurance, vetting for KYC compliance, customer file tracking and filing, monitoring and control of account in excess ) as offered by the Bank from an operational perspective.

Job Description

Operations

• Assessment, approval and disbursement of retail and SME assets products such as non-scored loans /credit scored loans/card applications / overdraft facilities as per mandate/framework

• Support the day to day monitoring and control of all lending ( both authorized and unauthorized ) to the Consumer Sector including all related activities such as daily monitoring of out of order retail savings and current accounts as per policy rules, FOS authorizations, auctioning of all excesses report.

• Apply operational rigour and comply with operational risk and standards at all times

• Support in achievement of set team targets

• Attend to queries from branches

• Plan, organize & complete tasks and activities aligned with performance objectives

• Consistently updated on processes and procedures

• Process proposal forms Insurance related with associated entries to process payments

• Attend to end-to-end process of insurance operations (which includes and is not limited to-sending of renewal notices, sending of chasers to customers in arrears, liaise with insurance companies, keep updated filing and set instructions in place as well as amend or cancel standing order.

• Attend to end to end process MCIB(new credit facilities and replacement cards as well as write off accounts) Oversight on the overall performance of the Squads-track & measure

• Team allocation of work-with attention to Priority

• Manage capacity planning of the team

• Embrace change and contribute to the overall success of the tribe.

• Attend to MCIB queries & requests and update Bank of Mauritius daily.

Teamwork

• Ability to work in a team

• Support colleagues where required with a view to impact on overall performance

• Conduct  filing activities where required

• Upskilling & share knowledge with other peers

Customer Obsession

• Think customer in all interactions

• Focus on customer experience

• Build trust with the customers  through  quick decisioning & disbursement

• Complaint -Escalation & resolution

• Provide solutions to resolve customer complaints

• Track & measure complaints as per existing SLA.

Risk Management

• Follow  the Risk procedures & policies of the Bank

• Conduct RACI /CPA/control related testing for the department

• Embed new guidelines

• Comply to Regulatory policies

• Coach team on policies

• Compile documentation  for reviews such as Bank of Mauritius ,BIA and others

Mandatory Risk and Control Objective

• Ensure all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and Internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

MI & Analytics

• Perform MI duties

Project Management

• Support and work on some key projects within the Consumer operations space

• Drive process improvements in the team

• Work on Process improvements along with the team to improve efficiency in the Consumer Ops space

Knowledge, Expertise and Experience

Essential

• Knowledge of the bank’s customer service standards

• Good knowledge of the Personal Credit Policy

• A good understanding of the bank’s lending policies, principles and procedures

• A good knowledge of the bank’s lending criteria across all segments and the products and services relating to them

• A general knowledge of the Retail Risk Policy & standards , Unsecured loans/Personal Overdraft/Mortgage/Cards and any other retail products User manual and Guide to management of risk

• In-depth knowledge of the full ABSA Retail product set, with special attention to the product suite available to Premier / Prestige customers.

• Understanding of ABSA Retail strategy, operating structure and interface with other functions

• Good understanding of Risk and Credit policies and procedures

• Detailed understanding of people policies and procedures

• Principles of lending

• Basic Risk Management Techniques

• Knowledge of Insurance products

• Understanding of technical support systems

Preferred:

• Operational Awareness

• Degree with minimum 4 years relevant experience or equivalent of 7 years bank related experience

 

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)