Job Purpose
Support BBG Operations and relevant stakeholders in accordance with bank policies and procedures, regulatory requirements, and agreed service standards.
The role is responsible for processing day-to-day BBG Operations transactions while maintaining operational quality, efficiency, and compliance. It also requires sound knowledge of credit risk, banking products, and market practices, as well as contributing suggestions to improve processes and customer service.
Key Responsibilities
Service Delivery
- Process BBG Operations activities accurately and within the approved turnaround times and service-level agreements.
- Ensure all requests are handled promptly, efficiently, and with full integrity.
- Review and validate documents received from Client Services and Onboarding before processing.
- Maintain service logs and operational dashboards, where applicable.
- Communicate effectively with internal and external stakeholders.
- Process all activities in accordance with bank policies, procedures, and legal and regulatory requirements.
- Manage high-volume and bulk requests for BBG clients while maintaining accuracy and service quality.
- Prioritize critical cases and coordinate with internal teams to ensure timely resolution.
- Manage the BBG Help Desk by responding to stakeholder and business-unit queries professionally and promptly.
- Provide clear guidance and escalate issues when required.
- Update transaction statuses and rejection reasons through email or the relevant workflow system.
- Prepare standard operating procedures for new or undocumented processes.
- Process the activation of BBG dormant and unclaimed accounts.
- Perform additional responsibilities assigned by management to avoid service disruption.
Risk and Compliance
- Manage daily workflows without compromising operational risk or service quality.
- Identify and escalate compliance, legal, credit, and operational risks.
- Recommend and support the implementation of appropriate mitigating actions and controls.
- Protect the bank’s interests and reputation when communicating with internal and external stakeholders.
- Analyse recurring issues and enquiries to identify potential risks.
