Senior Officer, CCB & IB Reference Data Group

Role overview

This position supports the account services function by acting as a dependable first point of contact for service desk queries and complaints. The role is focused on delivering prompt resolutions, supporting stakeholders, and helping prevent repeat escalations through effective first-time issue handling.

Key responsibilities

The Senior Officer works closely with the team leader to maintain a strong service delivery standard across the team. The role involves following established operating procedures, keeping service activities aligned with agreed timelines, and helping ensure that work is completed with the required volume and quality expectations.

Service desk and issue resolution

• Provide front-line support to stakeholders through a high-quality service desk experience.
• Address complaints and service issues quickly, with the goal of resolving them at the first point of contact whenever possible.
• Track unresolved cases, follow up on pending items, and make sure open complaints are closed within the required time standards.
• Support the team in reducing escalations by handling issues effectively and accurately from the start.

Team support and process compliance

• Work according to the assigned SOPs for the role and ensure daily activities are completed in line with SLA requirements.
• Assist the team leader in monitoring turnaround time, output volume, and quality performance.
• Help resolve routine operational challenges and contribute to the rollout of continuous improvement initiatives across the team.