To deliver exceptional business performance by providing operations support and excellent customer service to clients. Key Accountabilities (Duties and Responsibilities) Financial 8% - Introduce new business to the bank through cross selling - Ensure no income leakage by collecting the necessary bank charges Internal business processes 62% - Ensure completeness of applications, KYC verification and thorough searches are done for all applications under review. - Ensure CRB and other relevant checks are done for all applications and customers and their respective relationship managers are notified the same day the application is received or reviewed. - Zero tolerance to data capture errors, Searches errors, or failure to input all mandatory fields resulting to send backs - Achieve set turnaround time to ensure customers and dealers are satisfied. The overall TAT target for initiation phase is 0.1 days. - Ensuring effective management and requisition of the department’s stationery requirements. Ensure that there is adequate supply of the necessary stationery at all times. - 100% adherence to policies, procedures and statutory guidelines. - Audit, Compliance and Risk Rating = Satisfactory. - Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter. - Nil repeat findings. - Policy and procedure knowledge. Customer 25% - Update customers, dealers & RMs on the pending documents for each application on the same day. - Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values - Deliver Exceptional customer service to all stakeholders. Learning and growth 5% - Achieve at least 40 hours of learning/training through E-learning, Internal & External training activities. - Ensure compliance with the leave policy on block leave and minimum carry over. - Maintain own high performance. - Own up-to-date and action based competency assessments and development plans for self.