Customer Fulfilment Analyst

Job Purpose: 

• Ensure timely and accurate handling of customer requests and AECB reporting while providing exceptional service
• Develop databases, dashboards, and automation solutions using VBA and Power BI to enhance operational efficiency
• Maintain adherence to Anti-Money Laundering regulations, internal controls, and promptly escalate any risks or irregularities        

Key Responsibilities / Accountabilities:

• Ensure delivery of quality service to internal and external customers, by adhering to TAT, SLA & internal (Operating Procedures) and external (Central Bank / AECB) guidelines laid down for all Customer requests
• Ensure Correct and timely reporting of AECB for corporate facilities and Operational tasks with high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate process and procedures
• Action on customer Queries and Complaints related to their AECB reporting within TAT
• Support Other Units across Customer Fulfilment to achieve automation savings using VBA Macro
• Develop database and dashboards on Power BI for activities outside the system
• Escalate promptly if any irregularities/incident that may lead to risk or financial loss
• Ensure all day-to-day activities are following Anti-Money laundering and other regulatory requirements laid down internally and by Central Bank
• Ensure no operational losses happen due to errors or lapse in laid down controls and highlight any discrepancies that may lead to risk or financial loss to assistant manager
• Be proactive in a wide range of customer enquiries and issues, resolving these or escalating as appropriate
• Maintain awareness of the department's Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption