The Executive Receptionist is responsible for delivering professional and efficient front-office services at the Bank's Head Office. The role serves as the primary point of contact for visitors, customers, and stakeholders, ensuring excellent customer experience, effective visitor management, professional communication, and compliance with the Bank's security, confidentiality, and operational procedures. The position contributes to the Bank's corporate image and service excellence through a welcoming, responsive, and well-managed reception environment.
DUTIES AND RESPONSIBILITIES
Executive Reception Management
- Manage the reception area of the executive office and ensure it is professional, organized and welcoming at all times. The role will also serve as a reliever for the other reception areas.
- Receive and appropriately welcome the executive office guests, directors, senior executives, regulators, customers and other high-profile visitors.
- Screen and direct visitors to the appropriate person while maintaining appropriate access controls.
- Manage visitor registration and ensure compliance with the Bank's security and visitor management procedures.
- Coordinate waiting arrangements and provide appropriate hospitality to visitors.
Telephone & Communication Management
- Receive, screen and appropriately route telephone calls to the executive office.
- Respond to routine enquiries professionally and ensure confidential information is not disclosed.
- Take accurate messages and ensure urgent matters are escalated promptly.
- Manage general correspondence received at the executive office.
Diary and Appointment Support
- Support the management of appointments and meetings involving senior executives.
- Coordinate visitor appointments and ensure meeting rooms are available and properly prepared.
- Confirm meetings and appointments and communicate any changes promptly.
- Assist in coordinating the executive daily schedule where required.
Executive Office Administration
- Provide administrative support to the executive office, including photocopying, scanning, filing and document preparation.
- Maintain accurate records of visitors, correspondence and other administrative documents.
- Assist in preparing meeting materials, refreshments and other requirements for executive meetings.
- Coordinate incoming and outgoing documents requiring the attention of the executive office.
- Support travel, meeting and event arrangements when assigned.
Confidentiality & Information Management
- Maintain strict confidentiality of information accessed through the executive office.
- Handle sensitive documents and correspondence with discretion and professionalism.
- Ensure confidential documents are appropriately stored, distributed and disposed of.
- Comply with the Bank's information security, data protection and confidentiality policies.
Customer & Stakeholder Service
- Provide exceptional service to internal and external stakeholders visiting the executive office.
- Handle enquiries professionally and ensure visitors receive timely assistance.
- Maintain a positive image of the Bank through professional appearance, communication and conduct.
- Escalate sensitive or complex matters to the appropriate executive or department.
- Liaise with Security, Facilities, Administration, Executive Assistants and other departments to ensure smooth operations of the executive office.
- Coordinate executive visitors and official delegations.
- Assist with arrangements for Board, management and other high-level meetings when required.
- Support corporate events, executive engagements and official visits.
- Degree or Diploma in Front Office Operations, Hospitality Management, Business Administration, Customer Service, or a related field.
- At least 5 years' experience in reception, customer service, front-office administration, preferably within a bank or financial institution at an executive office.
- Good knowledge of office administration and customer service practices.
- Experience in handling customers and visitors in a professional environment is desirable.
- Additional training in customer service, office administration, or telephone etiquette will be an advantage.
- Proficiency in Microsoft Office applications and basic office systems
- Entrepreneurship - Successful execution of business opportunities with the willingness to take responsibility for the probable consequences.
- Innovation - Designs and implements new and/or Cutting-edge programs/processes.
- Customer centric -Drive the execution of processes, procedures and initiatives aimed at creating excellent customer service experience at Sidian.
- Problem solving - Develop and implement internal systems to take advantage of the opportunities as well as address existing work challenges.
- Developing others - Conveys performance expectations for the team, evaluates skill gaps, guides development and fosters development through deployment of initiatives such as training and coaching.
- Excellent communication and interpersonal skills.
- Professionalism and executive presence.
- High level of confidentiality and integrity.
- Attention to detail.
- Excellent organizational and time-management skills.
- Ability to remain calm under pressure.
- Good judgement and discretion.
- Customer-focused approach.
- Ability to interact confidently with senior executives and high-profile stakeholders.