Administrative Officer

Administrative Officer

Level 5.1

Schedule: Monday to Friday 8:30AM-5:30PM/Saturdays 4 Hours upon request

Purpose 

Contributes to the overall success of the GBS-DR team, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are incompliance with governing regulations, internal policies and procedures. 

Accountabilities  

• Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. 

• Provides administrative and processing support by: 

• Daily review and completion of assigned tasks for accuracy and completeness and documenting of any errors to be returned/escalated as corresponds.  

• Provides daily regulatory oversight and reporting to specified teams ensuring adherence to the effectiveness of Operational Risk, Know Your Customer, Regulatory Compliance Risk, Anti Money Laundering/Anti-Terrorist funding risk and Conduct risk for corresponding departments and documenting any deficiencies for escalation. 

• Completing all assigned tasks with a high level of accuracy and attention to detail to ensure defect trending statistics are accurate requiring minimal support. 

• Demonstrates thorough knowledge of policy, process and regulatory relating to role, including the identification and resolution of non-compliance issues.  

• Conducting thorough investigations to resolve exception situations, ensuring all issues are addressed promptly and accurately. When necessary, escalating to management for further review and resolution. Preparing and responding to case correspondence with internal Bank partners, as required, ensuring all communications are clear, accurate, and comply with organizational standards. 

• Providing guidance, support and training to other team members. 

• Ensure strict adherence to Bank security procedures, including assigned authorities and Limits.  

• Performing related sundry duties as assigned, including providing coverage on a variety of jobs within a unit as determined by operational requirements. 

• Completing remediation activities for assigned team-initiated transactions, in alignment with bank policy and process, including but not limited to outbound client calls, completion and correction of client documents, updating information within bank applications, and uploading corrected documents to bank repositories. 

• Ensures customer service is consistent with our values by: 

• Participating in regular and on-going collaboration with stakeholders. 

• Timely completion of all assigned queues and defects adhering to KPI measurements, and compliance with SLA timelines 24-to-48-hour Operational Performance Commitment timelines 

• Proactively identifying issues/deficiencies/trends and reporting to the Manager of the team. Identifying potential processing efficiencies, automation opportunities or system enhancements. 

• Maintaining the confidentiality of customer information. 

• Provide optimal client servicing through potential interactions to create a relationship of mutual trust and confidence with customers and employees. 

• Ensuring Quality Control benchmark is met.