Manager, Administration

Closing Date: May 30 2017

Country: Botswana
Region/State/Province/District: South-East
Location: Gaborone

Retail & Business Banking
Job Purpose

Oversee the day-to day running of the Work Place Banking Support Centre with a view to provide a consistently high level of compliance to governance and control standards.

Effective management of relationships with Corporate / Business Banking customers within the WPB portfolio to facilitate efficient collections processes thereby, improving the health of the WPB lending book.

Ensure that adequate and robust Management Information (MI) reports are produced, analysed to inform key decision making.

Key Responsibilities/Accountabilities

Routine compliance

Ensure that the day to day running of the Unit is smooth, addressing any work flow bottle necks as and when they occur.

Ensure that procedures and policies are documented, communicated and implemented in line with country and group expectations.

Ensure compliance to any regulatory and group requirements across all disciplines.

Ensure all system controls as well as functionalities supports the value proposition and the delivery of the WPB offering.

Manage the audit programme ensuring that any issues are effectively addressed and closed.

Manage the daily MI ensuring that regular reporting timelines are achieved at all times. This includes analysis of results and development of actions to address any performance gags identified.

Liaise with employers on a regular basis to create a working relationship which will enable a seamless flow of collections on a monthly basis. This includes coordination of internal stakeholders to participating in this process to achieve desired outcomes.

Drive and achieve an improved IT capability to be able to run the WPB offering effectively and efficiently.

Customer Service

Execute the Customer Service Strategy in line with country and Functional requirements
Manage and Monitor turnaround time (TAT) to ensure customer service requirements are met.
Manage the overall Unit error rate and achieve a gradual improvement on accuracy and quality of output.
Inform staff of service standards and best practices and ensure these are adhered to.
Educate Internal and where required External customers on processes and procedures
Ensure procedures are in place to meet and maintain quality service levels.
Retention of satisfied well-informed Internal and External customers
Ensure availability and accessibility of required systems in order to deliver quick service
Increase profitability per customer.

Problem Resolution

Understand and manage the risks associated when dealing with customer queries and avoid dissemination of confidential information.
Undertake Root Cause Analysis to prevent reoccurring problems/queries
Ensure that all queries and problems are resolved efficiently, effectively and with in the said Turn- around times.
Work within set policy, procedures, system parameters and internal controls
Re-enforce the importance of service and servicing in terms of Customer Evaluation Branch System (CEBS)
Use existing procedures to maintain quality of service levels and turn –around times
Have the ability to deal with customers (Internal /External) on a Human Level through difficult situations.

Risk Management and Profitability

Limit potential losses to the bank by ensuring that laid –down instructions are adhered to at all times
Ensure that an effective Control structure is maintained
Ensure that revenue recoveries are affected on a daily basis for services provided.
Ensure that all relevant processes are fit for purpose.

People Management

Manage and regularly evaluate the performance of sub-ordinate to achieve high standards of competence, motivation and service orientation.
Identify training gaps and determine the development needs of sub-ordinates and arrange appropriate training courses
Ensure that sub-ordinates are kept up to date regarding changes/ enhancements to processes that impact customer service.

Legislative compliance

Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.

Preferred Qualification and Experience


Business Degree, Bankers Degree or Diploma.

– Minimum 5 years in a banking environment.

– Credit Risk management exposure

– Operational Risk management

– People management.

Business/ Technical Knowledge

In depth knowledge of the Group Schemes, Bank Systems and Procedures
Knowledge of the Financial Advisory and Intermediary Services Act.
Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.

Knowledge/Technical Skills/Expertise


– Banking Operations

– Credit Risk Management

– Operational Risk Management

– People Management.
Personality Attributes

Detail conscious – methodical, accurate, precise and systematic.
Conscientious – perseveres with tasks, completes job.
Remains calm under pressure, avoids outbursts.
Maintain relationships with Internal customers, despite having to communicate disagreeable information.
Effective verbal communication skills, diplomatic, tactful and tolerant in relaying and receiving information.
Integrity and honesty.