Client Fulfilment Operations Specialist

• Receive, review, and validate documentation for product and channel requests from clients or internal stakeholders, ensuring alignment with the bank’s fit-for-processing standards.
• Vet documentation for accuracy and completeness and execute approved requests.
• Maintain proactive communication with clients, providing regular updates on activation status, managing expectations, and ensuring timely resolution.
• Accurately process new and existing client requests for channel onboarding (e.g., online platforms, host-to-host integrations) and product activations.
• Verify and manage client information, ensuring accurate updates in internal systems and maintaining detailed records of all setup processes for audit and reporting purposes.
• Engage in document management by indexing validated documentation, archiving outdated records, and ensuring the most current documentation is maintained.
• Interpret legal and banking documentation across various entity types to support request resolution and ensure regulatory compliance.
• Act as the first point of contact for resolving product or channel-related issues during setup, liaising with internal teams such as IT, Risk, and Compliance to ensure seamless delivery.
• Collaborate with Product Managers to understand product requirements and timelines, ensuring efficient and timely delivery to meet client deadlines.
• Conduct regular reviews of fulfilment processes to identify opportunities for improvement, maintain accuracy, and ensure compliance.
• Identify and escalate potential risks within processes and contribute to continuous improvement initiatives based on client feedback.
• Build and maintain strong relationships with clients and stakeholders, adhering to service level agreements to foster trust and satisfaction.
• Take accountability for accuracy and error-free deliverables and ensure that encrypted client data (e-mails) is sent to clients.
• Engage in the execution and support of product and channel-related fulfilment processes, including processing client requests for channel setups and product activations.
• Ensure accuracy, compliance with regulatory requirements, and timely completion of tasks, directly contributing to client satisfaction and operational efficiency.
• Support onboarding and training of new team members on product and channel fulfilment processes.
• Ensure timely and efficient delivery of requested channels and products to meet client deadlines.
• Gather client feedback on product/channel setups and incorporate improvements into processes.

• a Bachelor of Commerce in a related field
• 2 to 5 years' experience in Client Experience and Value Management

• Opportunities to network and collaborate
• Challenging Working
• Opportunities to innovate
   

• Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough to.
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.
   

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