Location: Johannesburg, Gauteng, South Africa
Business Segment: Group Functions
Job Type: Full-time
Job Reference ID: 80448064A-0002
Role Overview
The Coordinator, Operations, RIM is a critical operational role responsible for the efficient coordination, scheduling, and allocation of work across analyst teams. The role ensures that workloads are balanced, deadlines are met, and all regulatory, legal, and stakeholder requirements are adhered to.
Operating within a high-volume, compliance-driven environment, the incumbent systematically manages incoming requests, reviews and resolves queries, and ensures that all completed work is distributed accurately to relevant internal and external stakeholders. The role also plays a strategic part in enhancing operational processes through automation, artificial intelligence, and data-driven reporting.
This position is ideal for an experienced operations or workflow professional with strong analytical capabilities, a structured approach to work management, and a solid understanding of banking operations and compliance requirements.
Key Responsibilities and Functions
The Coordinator, Operations, RIM is accountable for ensuring seamless workflow management and operational effectiveness across the function. Core responsibilities include:
Work Allocation and Scheduling
- Execute and maintain a structured scheduling framework to ensure compliance with regulatory timelines, court orders, subpoenas, and law enforcement requests.
- Ensure all incoming work is correctly classified and routed to appropriate internal queues, distinguishing between different legal and regulatory request types.
- Apply a strategic approach to work allocation, considering daily, weekly, and monthly analyst productivity.
- Balance workloads in line with analyst capacity, skills, and current work in progress to maximise efficiency and service delivery.
Automation and Process Optimisation
- Apply automation tools such as Power Automate and relevant artificial intelligence solutions to improve operational workflows.
- Identify, assess, and recommend opportunities for automation and AI integration across business processes.
- Design, develop, deploy, and monitor automation solutions to enhance turnaround times and reduce manual intervention.
- Continuously optimise the performance of automation and AI tools to support operational scalability and compliance.
Stakeholder Engagement and Query Resolution
- Review and resolve queries received via shared mailboxes from both internal and external stakeholders.
- Communicate proactively with stakeholders regarding work progress, timelines, and completion status.
- Deliver completed cases through appropriate channels, ensuring all finalisation steps are completed accurately.
- Engage requestors to negotiate delivery timelines where necessary, ensuring adherence to Service Level Agreements (SLAs) and court deadlines.
Management Information and Reporting
- Identify management information (MI) and reporting requirements to support effective operational oversight.
- Prepare and maintain capacity dashboards and performance reports for management review.
- Analyse volume trends and provide forecasts to support planning for leave periods, overtime requirements, and peak demand cycles.
- Present insights, findings, and recommendations to support informed decision-making at management level.
Risk Management and Continuous Improvement
- Proactively identify operational deficiencies, adverse trends, and risks related to scheduling, workload distribution, and work finalisation.
- Provide input into the transition towards case management and other digitisation tools.
- Identify product, process, or business rule constraints that negatively impact stakeholder experience and recommend practical improvements.
- Ensure all activities align with Standard Bank’s compliance standards, governance frameworks, and regulatory obligations.
Qualifications and Experience Requirements
To be considered for the Coordinator, Operations, RIM role, candidates should meet the following minimum requirements:
Qualifications
- Diploma in Business Commerce or
- First Degree in Risk Management or a related field
Experience
- 3–4 years’ experience in a workflow coordination or operations support management role within an operational environment
- 3–4 years’ experience within a banking environment, with sound knowledge of Standard Bank products and services
- 3–4 years’ experience in automation, business process design, and continuous improvement
- Demonstrated ability to work with automation tools such as Power Automate
Skills and Competencies
Behavioural Competencies
- Adopting practical and solution-oriented approaches
- Strong attention to detail and quality checking
- Ability to interpret data and examine information critically
- Openness to change and innovation
- Strong interpersonal and stakeholder engagement skills
- Ability to meet tight deadlines and manage competing priorities
- Proactive decision-making and accountability
Technical Competencies
- Compliance and regulatory awareness
- Continuous process improvement methodologies
- Workforce and operational data analysis
- Automation and workflow optimisation
Why Join Standard Bank?
Standard Bank offers a dynamic and inclusive work environment where innovation, integrity, and excellence are valued. Employees benefit from exposure to complex and meaningful work, opportunities for continuous learning, and the chance to contribute to initiatives that protect the integrity of the financial system.
The Coordinator, Operations, RIM role provides an opportunity to work at the intersection of operations, compliance, and technology-making it a compelling career path for professionals passionate about efficiency, governance, and digital transformation in banking.