Supervisor: Customer Service Omaruru Branch - FTC (RB5)
Listing reference: capbw_002530
Listing status: Under Review
Apply by: 19 June 2025
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Omaruru
Contract: Fixed Term Contract
Remuneration: Market Related
EE position: No
Introduction
PRIMARY PURPOSE OF THIS POSITION
• Responsible for developing and implementing smooth and customer centric processes and procedures to ensure
customer satisfaction and operational excellence within International Banking and relevant areas in the Bank
providing foreign exchange payment services.
• Establish and manage an efficient internal network and working relations and liaison between SWIFT, Treasury,
Corporate, Retail Branches to ensure that all objectives of the Bank as well as other stakeholders are met within agreed
timelines, as well as support of Internal and external clients with queries and unique needs.
• Provide administrative support to the Manager: Customer Service & Financial Institutions in the attainment of his/her
objectives.
Job description
KEY PERFORMANCE AREAS (KPA’s)
1. Strategic Alignment
- Responsible for the effective management and control over workflow processes, Regulatory Compliance and other related risks, across all foreign exchange payment service areas.
- Ensure operational excellence and customer satisfaction through, improved turnaround times, reduced queries and complaints and monitoring STP rates.
- Responsible for identifying barriers to business development that emanate from sales and service delivery dissatisfaction, and develop
- strategies to overcome these problems by engaging with the client and relevant stakeholders to address these issues.
- Proactively research and implement improved processes and procedures within IBS, International Operations and other relevant areas of the bank to ensure optimum customer experience.
- Responsible for developing an intimate understanding of the Banks systems, coupled with knowledge of client requirements and a strong awareness of competitor offerings to ensure that the Bank meet the needs of the Client and stay abreast with best practice.
2. Business Acumen and Market Understanding
• Contribute towards the innovation and utilization of technology systems to enhance the operation of the
• Contribute towards the innovation and utilization of technology systems to enhance the operation of the
department;
• In-depth knowledge of IBS products, as well as Regulatory and Compliance requirements in order to accurately
• In-depth knowledge of IBS products, as well as Regulatory and Compliance requirements in order to accurately
advise clients and ensure both the client and the bank fully comply with all laws and Regulations e.g. AML, Exchange
Control and BON Determinations;
• Awareness of competitor’s activities and clients ‘changing needs.
• Awareness of competitor’s activities and clients ‘changing needs.
3. Risk Management and Compliance
• Ensure adherence to all local and international Regulatory requirements including BoN Determinations, AML and
Exchange control requirements;
• Ensure bank adheres to AML requirements of the Regulators as well as Correspondent banks;
• Ensure staff adheres to all strategies, policies, plans and limits relevant to the bank, specifically regulatory, liquidity
• Ensure bank adheres to AML requirements of the Regulators as well as Correspondent banks;
• Ensure staff adheres to all strategies, policies, plans and limits relevant to the bank, specifically regulatory, liquidity
and market risk;
• Monitor, manage and report on all risks in accordance with Policies, guidelines and tolerance levels;
• Identify potential risks (credit, market, counterparty) and set risk mitigating measures in place to ensure minimum
• Monitor, manage and report on all risks in accordance with Policies, guidelines and tolerance levels;
• Identify potential risks (credit, market, counterparty) and set risk mitigating measures in place to ensure minimum
possible risk to the Bank;
• Ensure mandates and other documents are in place with all banks and clients as required to mitigate risk and
• Ensure mandates and other documents are in place with all banks and clients as required to mitigate risk and
increase capacity to trade; and
• Contribute towards addressing and correcting all internal Audit and Bon assessment findings within given deadlines.
• Contribute towards addressing and correcting all internal Audit and Bon assessment findings within given deadlines.
4. Client and Stakeholder Engagement, Service Delivery
• Maintains regular and a high standard customer contact to ensure a positive perception and reputation of our
Bank’s role as a quality service provider in International business by doing the following:
• Establish and nurture existing or previous client relations to attract new business.
• Keep abreast with current events, changing trends, business drivers, best practices and legislative requirements
• Establish and nurture existing or previous client relations to attract new business.
• Keep abreast with current events, changing trends, business drivers, best practices and legislative requirements
within the industry to proactively identify any possible impact to existing systems and processes to enable the
division to realign its operations in an effective and timely manner with the minimum impact on service standards.
• Manage all customer queries and complaints.
• Provide feedback regarding customer concerns to specific product features, pricing, and new product development
• Manage all customer queries and complaints.
• Provide feedback regarding customer concerns to specific product features, pricing, and new product development
needs.
• Monitor customer requirements and solutions delivery as well as optimising IBS customer service standards with
• Monitor customer requirements and solutions delivery as well as optimising IBS customer service standards with
regards to the entire foreign exchange products
• Develop supportive relationships across all functional levels in an effort to develop a credible and relevant network
• Assist by liaising with international Financial Institutions to ensure that BW is the recipient of a commensurate share
• Develop supportive relationships across all functional levels in an effort to develop a credible and relevant network
• Assist by liaising with international Financial Institutions to ensure that BW is the recipient of a commensurate share
of global trade activity undertaken by our clients through correspondent banking relationships;
• Enhance IBS and other in-house people skills and competencies to ensure highest level of service.
• Enhance IBS and other in-house people skills and competencies to ensure highest level of service.
5. Processes, Systems and Functional
• Ensure processes and procedures are reviewed and updated regularly;
• Develop new systems and methods to ensure optimal functioning and manageable risk
• Supporting branches, clients, other relevant departments as well as assisting with correspondent banks queries and
unique needs.
• Ensure the transfer of skills and effective training of all relevant staff
• Continuously look for methods and ways to simplify workflows and maximize productivity and efficiency and
• Ensure the transfer of skills and effective training of all relevant staff
• Continuously look for methods and ways to simplify workflows and maximize productivity and efficiency and
effectively manage poor performance.
• Identify, implement, revisit and manage proper risk control processes, international regulatory practices.
• Review and scrutinize applications for overseas transfers submitted to ensure compliance with EXCON, FIA, FIC,
• Identify, implement, revisit and manage proper risk control processes, international regulatory practices.
• Review and scrutinize applications for overseas transfers submitted to ensure compliance with EXCON, FIA, FIC,
BOPCUS and any other regulatory requirements.
6. Financial Management
• Sustainable increase in profitable growth i.e. contributing towards total foreign exchange income;
• Growth through increase in new business and from existing clients and referrals;
• Assist International Operations with efforts to reduce revenue leakage
7. People Management
• Talent management of direct reports, including career developments and paths for all staff and succession planning
• Talent management of direct reports, including career developments and paths for all staff and succession planning
and retention of key positions;
• Manages and monitors the performance of direct reports and provide guidance and assistance, measuring
• Manages and monitors the performance of direct reports and provide guidance and assistance, measuring
performance against agreed goals and dealing with non-performance accordingly;
• Ensure adequate staffing and skill levels and up skilling of succession staff as required;
• Provide staff with continuous feedback, support, guidance and growth opportunities including performance
• Ensure adequate staffing and skill levels and up skilling of succession staff as required;
• Provide staff with continuous feedback, support, guidance and growth opportunities including performance
contract assessments and PDP updating and implementation;
• Implementation and management of the 5 C’s performance development contract.
• Implementation and management of the 5 C’s performance development contract.
8. General
• Maintains and nurture sound relationships with heads of management of departments within the bank and other
entities within CIH group to facilitate cross-selling opportunities, knowledge sharing and identification of business
opportunities.
• Must be prepared to perform any other reasonable and lawful instruction or task as instructed by Line Manager,
• Must be prepared to perform any other reasonable and lawful instruction or task as instructed by Line Manager,
Head of Sales, Chief Treasurer or EMT member, ensuring it is carried out on time and correctly.
• Assist Branches and other departments offering FX services as and when required.
• Assist Branches and other departments offering FX services as and when required.
9. Competencies:
9.1 Core
9.1 Core
• Deciding and Initiating Action
• Relating and Networking
• Excellent persuasion and negotiation skills
• Learning & Researching
• Delivering Results and Meeting Customer Expectations
• Coaching and mentoring skills
• Entrepreneurial and commercial thinking skills
• Excellent inter-personal and customer relations skills
• Exceptional Planning and organizing skills
• Sound time management skills
• Strong verbal and written communication skills, both internally and externally to the firm
• Steadfast professional maturity skills
• High level of numeracy and analytical skills as well as problem solving skills
• Strong leadership skills with ability to interact and influence at all levels
• Relating and Networking
• Excellent persuasion and negotiation skills
• Learning & Researching
• Delivering Results and Meeting Customer Expectations
• Coaching and mentoring skills
• Entrepreneurial and commercial thinking skills
• Excellent inter-personal and customer relations skills
• Exceptional Planning and organizing skills
• Sound time management skills
• Strong verbal and written communication skills, both internally and externally to the firm
• Steadfast professional maturity skills
• High level of numeracy and analytical skills as well as problem solving skills
• Strong leadership skills with ability to interact and influence at all levels
9.2 Necessary
• Resilience
• Drive
• Flexible
• Resourceful
• Critical
• Observant
• Time Management
• Integrity
• Responsible
• Self-motivated and self-driven
• Work well under pressure
• Trustworthy
• Committed
• Customer focus
• Loyalty
• Reliability
• Assertive
• Drive
• Flexible
• Resourceful
• Critical
• Observant
• Time Management
• Integrity
• Responsible
• Self-motivated and self-driven
• Work well under pressure
• Trustworthy
• Committed
• Customer focus
• Loyalty
• Reliability
• Assertive
Minimum requirements
10. Experience/Knowledge & Skills
- Knowledge and understanding of the Bank’s products, systems and procedures
- At least 5 Years banking experience, specifically within the Treasury and International Banking environment.
- Good knowledge and understanding of banking financial services mechanisms and the entire range of products and services useful to corporate organisations, with knowledge of their mechanisms, client benefits, limitations, profitability to the bank, and value in developing strategically long term business relationships.
Utilise this knowledge to identify cross selling opportunities and identify the relevant resources within the Bank to optimise these selling opportunities - Relationship management principles and practice.
- Group dynamics and team building skills.
- Experience in high level management.
- Good communication and relationship facilitation skills
- Professional image and grooming
- Good calculation skills
- Good problem solving skills
- Self-confidence and interpersonal skills
- Computer literate (Excel and internal systems)
- Be able to handle confidential / sensitive information with discretion.
10.1 Qualification
- Matric (Grade 12)
- Certificate in Banking (IOB) / Treasury & International Banking Certificate