Title:  Specialist: Onboarding and Maintenance

Job Purpose

To execute and manage end-to-end product onboarding and maintenance requests, ensuring accurate, compliant and timely delivery across relevant banking products and systems. The role coordinates client and stakeholder requirements, documentation, dependencies and case progression through to completion, while proactively managing SLA, risk, quality and client experience. The role is also responsible for identifying opportunities to simplify processes, reduce rework and improve turnaround times

Job Responsibilities

Own and coordinate product onboarding and maintenance requests end-to-end,

• Proactively managing requirements, dependencies, hand-offs, exceptions and escalations through to completion.
• Support internal and external stakeholders with product applications, account and client profile opening, product onboarding and maintenance requests.
• Capture, process and track onboarding and maintenance requests accurately on the relevant systems.
• Coordinate documentation requirements, including document completion, signing, vetting and provisioning, where applicable.
• Verify client and application information in accordance with applicable banking policies, procedures, FICA requirements and regulatory standards.
• Ensure requests are complete, accurate and right-first-time to minimise rework, delays, operational risk and negative client impact.
• Monitor requests through to completion, ensuring effective management of hand-offs and dependencies across relevant stakeholders and functions.

SLA, Pipeline and Service Delivery

• Manage assigned requests within agreed Service Level Agreements (SLAs) and turnaround times.
• Monitor SLA, turnaround time and ageing across assigned requests, proactively identifying bottlenecks, outstanding requirements and dependencies that may impact delivery.
• Escalate exceptions, anomalies, delays and unresolved dependencies through the appropriate channels to enable timely resolution.
• Maintain accurate case and workflow information to support visibility of pipeline, ageing, volumes and service performance.
• Provide relevant operational information and Management Information (MI) to support monitoring of workload, service delivery and business performance.

Client and Stakeholder Experience

• Deliver a positive client and stakeholder experience through responsive, accurate and professional service.
• Provide proactive communication throughout the onboarding or maintenance journey, ensuring stakeholders have appropriate visibility of progress, outstanding requirements, dependencies and potential delays.
• Respond to stakeholder queries timeously and take appropriate ownership of requests through to resolution.
• Collaborate effectively with internal teams and stakeholders to resolve issues, remove bottlenecks and facilitate timely delivery.

Risk, Quality and Control

• Minimise financial, operational and reputational risk by ensuring accuracy, completeness and compliance in all processing activities.
• Apply applicable policies, procedures, FICA requirements, governance standards and controls throughout the onboarding and maintenance process.
• Verify and authenticate relevant client information, documentation, reports, data and transactions as required.
• Identify and escalate discrepancies, missing information, processing exceptions and control concerns through the appropriate channels.
• Maintain accurate records and appropriate audit trails across relevant systems.

Job Responsibilities Continue

Operational Excellence and Continuous Improvement

• Identify opportunities to simplify and improve onboarding and maintenance journeys, reduce manual intervention and rework, and improve turnaround time, quality, controls and client experience.
• Recommend enhancements to processes, systems, tools, policies and procedures and support the implementation and adoption of agreed improvements.
• Contribute to initiatives that improve workflow efficiency, digital enablement, operational capacity and service delivery.
• Apply data and operational insights to identify recurring issues, bottlenecks and improvement opportunities.
• Support effective utilisation of resources and minimise unnecessary operational expenditure.

  Capability and Knowledge

• Develop and maintain proficiency across relevant products, processes and systems to enable multi-product capability and operational flexibility.
• Maintain current knowledge of banking products, onboarding and maintenance processes, applicable systems, policies and regulatory requirements.
• Keep abreast of relevant legislation, regulatory requirements and industry developments that impact the role.
• Share knowledge, learnings and process updates with team members to strengthen collective capability and consistency of execution.
• Complete required learning, development and certification activities within agreed timeframes.
• Seek feedback and development opportunities to continuously improve technical and professional capability.
• Demonstrate Nedbank values through interactions with clients, colleagues and stakeholders and contribute positively to the achievement of team and business objectives.
• Participate in and support relevant corporate and business initiatives.

Essential Qualifications - NQF Level

Preferred Qualification

Relevant tertiary qualification, including:

• LLB
• Financial Management
• Business Administration
• Commerce
• Finance
• Banking or related field

Essential Certifications

• As required for the specific product, regulatory or operational environment.

Preferred Certifications

• Relevant banking, regulatory, risk, compliance, operational excellence or process-improvement certification would be advantageous.

Minimum Experience Level

Relevant experience in banking operations, product onboarding, product maintenance, client servicing, transactional processing or a related operational environment.

Experience in the following would be advantageous:

• Managing onboarding or maintenance requests end-to-end.
• Working across multiple banking products, processes and systems.
• Case or workflow management.
• Client and stakeholder engagement.
• SLA, turnaround-time and ageing management.
• Risk, quality and control processes.
• Identifying and implementing operational or process improvements.

Technical / Professional Knowledge

• Banking knowledge and procedures.
• Banking products and services.
• Product onboarding and maintenance processes.
• Administrative and transactional processing procedures.
• End-to-end case and workflow management.
• Relevant banking and workflow systems.
• FICA and relevant regulatory requirements.
• Governance, risk and controls.
• SLA, turnaround-time and ageing management.
• Data analysis and Management Information.
• Client and stakeholder management.
• Business terms and definitions.
• Business writing and professional communication.
• Documentation and information management.
• Process improvement and continuous improvement principles.
• Strong administrative and organisational capability.
• Ability to develop proficiency across multiple products and systems.

Behavioural Competencies

• Customer Focus
• Communication
• Collaborating
• Accountability and Ownership
• Initiating Action
• Managing Work
• Work Standards
• Attention to Detail
• Problem Solving
• Continuous Improvement Mindset
• Adaptability
• Open to Continuous Learning