Customer Service Jobs – Officer, Investor Services at Stanbic Bank

Organisation: Stanbic
Duty Station:  
Kampala, Uganda
Job ID: 9302
About US
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It
offers a full range of banking services through two business units; Personal
and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Officer,
Investor Services will deliver first class client service and advice to our
custody Investors and Intermediary clients in all interactions for transactional
enquiries, reporting requirements and other service-related issues. He /s she
will also deliver first class service against agreed service standards (SLA).
As a Service Partner, work together with Relationship Managers (RM),  Operations and other key internal
stakeholders to solve client issues, identify opportunities and deliver on new
initiatives. The incumbent will be tasked to build relationships and rapport
with all clients at the transactional / operational level. The Officer will
ensure that agreed service standards are maintained within their group and act
as the initial point of escalation. The job holder will actively contribute to
the delivery of key projects and internal initiatives.
Key Duties and
  • Act as a primary point of contact for
    external clients for day-to-day account and transactional enquiries,
    reporting requests, discrepancy resolution and any other ad-hoc
  • Maintain a professional image through all
    interaction and communication with clients,
  • Makes proactive calls to clients to build
    the relationship and ensure client satisfaction
  • Maintain updated Facility Bible
    highlighting key items in the Agreement including interest rate
    determination methodologies, applicable interest periods, repayment plans,
    Agreement milestones and checkpoints, reporting requirements, mandatory
    notifications and Agent Roles.
  • Create schedule of Facility and Fiscal
    Agent activities in compliance with the appropriate agreement.
  • Ensure compliance by all Finance parties
    with the Facility or Fiscal Agreement.
  • Schedule and implement periodic
    reconciliation process with Registrar, depository and/or the stock
    exchange to ensure up-to-date holdings.
  • Ensure accuracy and compliance for all
    Facility/Fiscal agency related payments – both inward and outward
  • Actively facilitate account opening for
    new clients
  • Ensures that all reportable incidents are
    reported within 48hours from the time of discovery.
  • Identifies opportunities to improve client
    efficiency, processes and overall team performance.
  • Ensures daily, weekly and monthly
    portfolio reconciliation is done as per agreed SLA.
  • Ensures that repatriations are done on due
    date to avoid unnecessary interest claims.
  • Ensures all Fees are collected within the
    stipulated timeframe as set out on the SLA and Custody Agreements.
  • Ensure service levels are maintained
    through timely and appropriate response to queries
  • Ensure that depositories (Uganda
    Securities Exchange) are updated with regard to Bonds where a principal
    payment has been made so that the holdings can be updated.
  • Ensure computation schedules are sent to
    borrowers to facilitate payments
  • Ensure follow up is made to the lenders to
    confirm settlement of funds is made.
  • Ensure review of Agreement and Pricing
    supplement with regard to next applicable rate is done on a regular basis.
  • Ensure that advice slips are sent to the
    participants, Lenders and other Custodians advising re-priced rate and
    advising what has been paid.
  • Ensure that after a Corporate Bond
    payments ensure WHT is recovered where applicable by the respective
  • Ensure that WHT Certificates to Custodians
    and Note holders are done timely                                          
Qualifications, Skills and
  • The ideal candidate for the Stanbic Bank
    Officer, Investor Services should hold a relevant University Qualification
  • Detailed working knowledge of Investor
    service Operations –Fiscal and Facility.
  • Past experience in Investor service
    Operations –Fiscal and Facility.
How to Apply: 
All candidates who wish to join the one of Africa’s biggest Banking
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 30th April,
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