African Development Bank (AfDB) - the premier pan-African development institution, promoting economic growth and social progress across the continent. 

POSITION : Infoline Desk Assistan

The Hiring Department  

The primary purpose of the Banks’s administrative expenses is to provide efficient transaction processing services with respect to the capital and administrative expenses of the Bank and of all bilateral funds.

The Division not only ensures that expenses incurred are in accordance with Bank policies but also actively seeks opportunities for savings for the Bank in the management of expenses.

Ensure the Banks’s financial rules and regulations are respected and all working procedures are adhered to in processing payments related to administrative expenses.

The Info Line Desk Assistant - Financial Control Department  will;

• Manage the administration of the Banks’s Administrative Expenses Division Infoline Helpdesk, respond to the different categories of information requests in a standardized, professional and timely manner in order to provide greater level of customer satisfaction;
• Manage time effectively by ensuring that requests are timely and properly routed to appropriate persons to enable the Banks’s administrative expenses Division staffs to become more effective in their core function of payment processing.

Responsibilities

• Liaise with the Information and Technology department and resolve all SAP technical issues encountered in utilization of the different SAP modules used within the division;
• Keep self and the team abreast of continuous changes and interpretations in policies and procedures governing administrative expenses and payment processing and disseminating using available appropriate media;
• Ensure full compliance with the Bank's information security and confidentiality policy in dissemination of payment information and ensuring proper management of sensitive information;
• Problem solving skills in order to match with the Banks’s Administrative Expenses Division client needs;
• Perform any other duties assignment by the Supervisor or Manager.
• Organize, supervise and effectively handle queries from clients (users from all the banks) regarding payment requests and justifications of payment requests, policies and procedures guiding the payment process;
• Analyze logs and follow through on queries until they are closed by the person handling them, and based on client feedback and report findings make proposals as appropriate in order to improve internal procedures to provide greater client satisfaction;
• Utilize information from analysis of requests received as a basis to develop and maintain a comprehensive set of documentation which is easy to find, access, interpret and act upon, regarding recurring matters of interest in respect of account payables and other payment requests such as documentation of Frequently Asked Questions and other relevant documents on the division’s intranet Web page;
• Assist to in providing first level technical /operational support to new and existing staff in implementation of new system enhancements, policies and procedures for all types of payments..
• Monitor and correct anomalies on any items on SAP for the Banks’s Administrative Expenses Division different sub-sections including External Vendors, Trust Funds, Travels and Missions, Field Offices, this to ensure successful injection of accounting entries in the system;
• Generate SAP Reports on payment and other requests managed by FIFC2 division and follow-up on;
• Supervise and control the implementation of the relevant client service and quality procedures by the team, and recommend improvements in the service to clients in quality of the deliveries, procedures and tools for the helpdesk;
• Participate in the design, testing and implementation of all relevant SAP system enhancement projects for the division and other programs in order to reach and further exceed set standards;

Accountabilities common to Individual Contributors:

• Maintain a good communication with colleagues within his/her section, from the Banks’s Administrative Expenses Division and across the Bank to facilitate the work and the achievements of every one's responsibilities and objectives;
• Comply with his/her function's control and reporting procedures, inform his/her management frequently about work progress, current and anticipated issues, and propose actions to address them;
• Adhere strictly to all ethics, health, safety, fire prevention, security, environment and hygiene policies and procedures, keeping his/her work area and equipment clean, tidy and in safe condition, and by adopting and encouraging colleagues to adopt the appropriate behavior.
• Organize own work, Anticipate and inform superior and relevant colleague-s of any risk of delay or mis-achievement, and take or recommend action to avoid it as per operating procedure;
• Participate in defining manpower needs for the helpdesk, and in the implementation of the approved recruitment; training and development actions, in order to ensure that the helpdesk is adequately staffed with well trained personnel;
• Coach a more junior staff member, explain  tasks, follow up and control the professionalism and quality of work, and help him/her to use time effectively and take initiatives within his/her responsibilities area;
• Check the quality and client service of his/her activities, highlight mis-alignment and issues in achieving this and request superior support as needed,  in order to ensure the client service and quality of his/her deliveries in line with the Banks’s Administrative Expenses Division specifications;
• Organize his/her work to deliver most efficiently, identify and report on areas for improvements in procedures and tools used, propose and introduce such improvements.

Selection Criteria

• Experience in the implementation of business process enhancement projects;
• Report Writing  and analytical Abilities;
• Good communication and interpersonal skills working in a multicultural diverse environment.
• Ability to plan work schedules effectively in a busy work environment;
• Professional and courteous approach to working with clients including over the telephone;
• Strong verbal and written communication skills in English or French. Preferably with working knowledge of the second language;
• Competence in the use of Bank standard software (Word, Excel, Access and PowerPoint).
• Hold at least a Bachelor's Degree in Computer Information Systems or equivalent relevant field. Other IT certifications or proven SAP trainings and certifications will be an advantage;
• Have a minimum of five (5) years of relevant experience gained in a similar environment. Any professional relevant experience above 6 years will be an advantage;
• Experience gained in working in information/call centers or in client service centers;
• Proficiency in the utilization of SAP ERP system, especially FI/MM/Travel/workflow and Microsoft office Software with proven ability to train others in the utilization of the programs;