Strate (Pty) Ltd: Service Desk Support Specialist
Strate (Pty) Ltd
Johannesburg, Gauteng, ZA
3d ago
source : GovNet

A position has become available for a Service Desk Specialist to join our dynamic team. Job Purpose : To ensure continuity of the settlement process across all Markets and Exchanges within agreed service level agreements.

Duties & Responsibilities Operational responsibility Ensure continuity of settlement process across all Markets Risk management processes and procedures to be reviewed on a continuous basis Facilitate effective negotiations within Strate and external participants to ensure that most appropriate business processes and solutions are established Ensure directives are adhered to by market participants Ensure Service Level Agreements are adhered to by the team Perform operational duties that are related to Equities, Bonds and Money Market Ensure transgressions are reported to Strate Supervision Ensure proper Exception Management and Reporting Assist in solving settlements and Master File Administration queries and prioritizing actions thereby ensuring customer satisfaction Provide operational contingency services to market participants Identify and analyse system problems and issues Ensure that raising of incidents or changes is compliant with the agreed change control process Ensure proper on the job training of team members Interactive action with Strate Supervision and all market participants Ensure open line of communication between Settlement Services and wider market Conflict resolution between business areas and external participants Coordinate and participate in all Disaster Recovery & Business Continuity Process Tests with market participants Updating of settlement and Master File Administration procedure manuals Building team spirit by assisting colleagues as and when required Possess a good knowledge of company policies, procedures and standards Ensure that actions comply with all such governing requirements Compute analyse and process routine and complex exceptions and client queries Provide Operational expertise to other departments when requested Perform other duties as assigned for the efficient operation of the department Assist management in achieving the division’s goals by ensuring that a cost effective, high quality service is provided to all clients (internal and external) through effectively controlling tasks within the settlement section to ensure accurate and timeous response to queries Action allocated tasks and adhoc duties according to deadlines set Review finance reports to ensure that all fees are correctly charged Engage with clients in a client centric manner (Client Services) Ensure that queries are resolved efficiently and speedily to enhance client service delivery Contribute to client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service Ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets Provide expertise and advice to clients and stakeholders Build and maintain relationships with clients and internal and external stakeholders Ensure o-going relationship building and training with external stakeholders Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed Make recommendations to improve client service and fair treatment of clients within area of responsibility Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client services Self-management and teamwork(People) Develop and maintain productive and collaborative working relationships with colleagues, peers and stakeholders Continuously develop own expertise in terms of professional, industry and legislation knowledge Contribute to continuous innovation through the development, sharing and implementation of new ideas Ability to work proactively and independently to deliver precise and accurate work Self-development to perform at optimal level and to live and adhere to the Strate values Take ownership for driving personal career development Be responsible and supportive Contribute to financial controls and planning (Finance) Identify solutions to enhance cost effectiveness and increase operational efficiency.

Responsibly managing financial and other company resources under your control. Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

General Analytical and conceptual thinking Logical reasoning Learning orientated Excellent Communication skills (written and verbal) Documentations skills Advanced Excel skills Desired Experience & Qualification Diploma / Degree in Commerce Passed Strate compliance exams 2 years’ experience in the securities industry Knowledge of the legislative impact on the CSD will be an advantage.

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