- JOB PURPOSE
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:
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- 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.
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: THE MOST TYPICAL
- Ensure that all branch internal/suspense and expense accounts are reconciled and items resolved at all times 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. Maintain an updated asset register at all times.
- Ensure proper cash management within the branch and maintain sufficient cash reserves within approved limits for daily transactions.