Position Goal
National Banking Corporation has an ambitious growth strategy to become a full-service commercial bank. It is driving transformational change across its business with a strong focus on innovation and diversification. The bank aims to deliver a leading-edge customer service experience to more individual and small-medium business customers that will positively impact the financial services sector and help drive Papua New Guinea’s economic prosperity.

Reporting to Senior Manager International Operations, the role will be responsible to ensure that the service levels for daily international processing & settlements are
delivered in all aspects of customer service, risk management and regulatory compliance.

The role will also be managing the forex workflow that provide back-office support to the Treasury team. Ensure efficient and accurate processing of transactions, maintaining high-quality service levels, and implementing best practices to support the Treasury team, our nationwide Branch network & the Relationship Managers in achieving its objectives.

Key Result Areas
National Banking Corporation has a 5-year strategic plan that involves significant whole-of business transformation.

• The role is the initial point of contact regarding customers international payments &
  transactions processing. Provide 1st level of customer service, ensure to deliver within the agreed Service Level requirements.
• This role requires exemplary customer service, adherence to establish policies and procedures and ability to keep error and losses to minimum zero. Know and understand the risks management and control processes to help protect the Bank’s assets and reputation.
• The role will be working closely with Treasury team, Branch network, Relationship
  Managers as well as external customers (as required) to help facilitate international payments & transactions.
• A high level of consistency, accuracy and quality is required to avoid Customer
  Complaints, Non-Lending Loss [NLL], potential breaches/fines, or further penalties.
• The role ultimately ensures we have robust compliance governance in our operations risk management when processing customers’ international payments, forex and trade finance transactions.

Accountability:

• Operational Effectiveness
  • A high level of customer service and adherence to internal
    processing requirements. Minimization of rework.
  • Effective stakeholder management for both internal and external
    stakeholders ensuring issues, complaints, concerns, or requests
    are managed within the agreed service levels.
  • Be receptive, flexible, and proactive to any urgent business request
    outside of service level agreements.

• Shareholder return
  • Achievement of expenditure objectives and revenue targets. Nil
    compliance breaches.
  • Ensure effective cost management by monitoring expenses. Nil
    Non-Lending Loss [NLL].

• People
  • Build & maintain the rhythm of teamwork.
  • Establish and maintain customer relationships.
  • Serve as an organization's culture builder, having a high-quality
    output within agreed service levels.

• Customer
  • Maintain operational efficiency to drive superior customer service
    and conduct support sales drive campaigns to boost income
    targets.
  • Develop and maintain a requisite level of knowledge on regulatory
    requirements and standards across each of the relevant regulatory
    regimes.
  • Report any suspicious matter or malicious activity concerning
    customers account/transactions to Risk & Compliance team.

Qualifications and experience

• Tertiary qualification in business administration, management, or a related field.
• Minimum of 2-3 years of relevant experience in international operations processing & procedures within banking or financial services industry.
• Strong understanding of international banking compliance & regulatory
  requirements, and the best practices.
• Excellent communication, negotiation, and interpersonal skills, with the ability to work effectively with people at all levels of the organization.
• Having exceptional attention to detail, the ability to work under pressure and to meet tight deadlines while managing a high volume of work.
• Proficiency in MS Office applications and banking software systems.

Skills and abilities

• Critical thinking and the ability to think strategically of data and distil key points to assist management to analyze risk.
• Exceptional interpersonal skills, incorporating oral and written communication and negotiating skills demonstrating the ability to interact effectively with others and influence outcomes.
• Keen business acumen – sound business and financial judgment combined with problem solving abilities.
• The ability to deal with a multitude of issues yet remain objective and be able to call issues, challenge and be direct when needed.
• Have an active communication and knowledge sharing style.

Knowledge

• Knowledge of how value is created for employees and stakeholders.
• Knowledge of the regulatory environment.
• Knowledge of relevant industry standards and practices.