The role will be responsible for offering customer satisfaction through operational effectiveness, efficiencies, and efficient customer compliant resolution.
Ensure compliance with laid down policies and procedures.
Key Responsibilities
Operational efficiency:
– Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
– Ensure effective and timely resolution of all operational audit issues at the branch.
– Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.
– Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.
Service quality:
– To offer customer satisfaction through operational effectiveness, efficiencies, and acceptable turnaround time on all transactions.
– Timely customer complaint resolution to ensure seamless customer experience.
Branch administration:
– Provide an administrative support role to the Branch Manager.
– Motivate, coach, and develop a high performing team.
– Ensure that Branch service providers are properly introduced, verified, and monitored.
– Ensure Business Continuity and optimal resource allocation/utilization.
Business growth:
– Generate leads from Back Office transactions to support Business growth.
Daily Responsibilities
– Ensure that all branch internal/suspense and expense accounts are reconciled, and items always resolved as guided by reconciliation procedures.
– Ensure adherence to all defined authorization and/or cash holding limits as well as other communicated limits within the branch.
– Perform custodial duties as stipulated by Standard Operating Procedures.
– Ensure authorization of customer transactions and collection of all revenue due to the Bank.
– Ensure timely call over of all branch transaction reports and immediate corrections of errors.
– Ensure adequate security of Bank’s assets, premises, and staff. Always maintain an updated asset register.
– Ensure proper cash management within the branch and maintain sufficient cash reserves within approved limits for daily transactions.
Requirements.
– At least 2 years’ experience in Teller, customer service, Back office, and sales.
– Section Head/MLA at least 3 years
– Strong people management skills and thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.
– Leadership capacity, including strong communications, negotiations, and interpersonal skills, with the ability to motivate staff.
– Strong communications, negotiations, and interpersonal skills.
– Passion for Performance.
– Self – Drive, Flexibility, Focus and attention to detail.
– Focus and attention to detail and Open to New Ideas in a rapidly changing Business Environment.
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