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 so as to ensure seamless customer experience.
- ECRM utilization and closure of customer Issues.
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.
- A university degree in relevant business discipline, any professional Qualification in General Banking is an added advantage.
ESSENTIAL SKILLS AND QUALIFICATIONS
- 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.
- Open to New Ideas in a rapidly changing Business Environment
