Responsible for support of clients who use Anthos Digital Platform, the day-to-day operations of Anthos Payment Support, support the APS-users and for (preparing) opening and closing accounts for clients at partner banks. The team also fills in the product owner role for both ADP and APS.
Key Responsibilities:
Support clients who use Anthos Digital Platform
First-line support for clients
Dispatch of support cases to specialists in the Family office
Monitor progress of support cases
Analyse cases, detect possible improvements and implement them where possible.
(Preparing) Opening / closing client accounts at partner banks
Frequent communication with Client Advisors / Client Advisor Assistants
Submitting requests to and working with partner banks
Channelling flow of documents (PoA, customer adherence form, account form document)
Making modifications and changes in TRAX
Verifying that data are displayed correctly in databases and on the Anthos Digital Platform
Manually executing tasks that cannot (yet) be automated:
Technical checks and approvals of transaction
Maintaining static data
Monitoring and checking static data regularly
Removing static data that are no longer used
Reconciling payments not processed automatically
Maintaining operational contact with:
Colleagues within the country organisations who:
Are involved in the support of clients who use the ADP.
Initiate payments and / or approval through FIS and ALOS
Partner banks
TheMoneyer
Development team ADP
Kyocera/RecSolution (ALOS)
Co-workers responsible for TRAX and SWIFT
Main point of contact for colleagues in relation to:
ADP
Operation of APS
Use of APS
Controlling and monitoring ADP and day-to-day operations of APS and accounts for clients at partner banks.
Detect issues in both the payment flow and ADP.
Solve issues or make sure issues are solved by internal and/or external parties
Flagging, posting and securing improvements to both ADP and the payment process (by automation, improving processes etc)
Participating in projects that might affect ADP and/or APS
Key Requirements:
Practical/Technical knowledge:
Less important for the junior-role but an advantage if relevant knowledge and experience (as mentioned below) is available.
At least 3 (medior-role) or 7 (senior-role) years’ experience in financial transactions
Experience in a digital service organisation
Experience with applications associated with APS (ALOS, TRAX, TheMoneyer, SWIFT) is a plus
Experience in one of the following disciplines: marketing, IT, customer/client service, client relationship management or market research
Experience of working in an international organisation
Affinity with a process-based approach
Experience with LEAN is a plus
Experience with AGILE is a plus
Planning, organising and integrating managerial knowledge:
Shows strong commitment to own work and achieving objectives
Action on decision-making; commits himself/herself by expressing opinions, taking action
Sets high standards regarding the quality of products and services and acts accordingly. (Curiosity, reliability, credibility, continuous improvement.)
For senior-role: Excellent planning and organisation skills; flexible and stress-resistant by nature and able to proactively reprioritise tasks as needed
Communication and influencing skills:
Demonstrates the ability to convey thoughts and express ideas effectively using speech in individual or group situations; attends to and fully comprehends what others are saying
Establishes relationships with people easily; develops and maintains a network of contacts that can provide information, help and access to others
For senior-role: Is able to act and communicate at all levels in the organisation – from employees to family and board members
Freedom to act:
This role is filled by an independent self-starter, not adverse to taking ownership and accountability, but also knowing when it is critical to engage with internal stakeholders to ensure alignment of approach. This role will work with key stakeholders, such as the Head of ADP/APS and other specialists.
Scope:
Accountable for the successful day-to day operation of ADP and APS, focused on the services described in the key result areas.
Impact:
This role has a degree of direct and indirect influence:
Direct impact: Satisfaction of Head of ADP/APS
Indirect impact: Anthos Family Office department.
Competencies/Behavior:
Collaboration (team, cross-functional and cross-border)
Team player
Quality driven
Strong eye for details combined with helicopter view