KEY RESPONSIBILITIES:

Operational efficiency:

Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines in processing of transactions.

Ensure support to the MSQC to achieve timely resolution of all operational audit issues at the branch.

Ensure adherence to approval limits for processed transactions.

Service quality:

• To offer seamless customer satisfaction through operational efficiency/accuracy and acceptable turnaround time on all transactions.


• Timely customer complaint resolution so as to ensure seamless customer experience.

Branch administration:

• Provide supervisory support and continuity to the Manager Service Quality and Compliance.


• Coach, train and develop skill sets of direct reports.


• Ensure that branch service providers are properly introduced, verified and monitored.

Business growth:

Generate and give leads to the Branch sales team from daily transactions or engagements to support business growth.

ESSENTIAL SKILLS REQUIRED

• A university degree in relevant business discipline, any professional Qualification in General Banking is an added advantage.


• At least 3 years’ experience in Teller, customer service, Back office and sales.


• 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

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines in processing of transactions.
• Ensure support to the MSQC to achieve timely resolution of all operational audit issues at the branch.
• Ensure adherence to approval limits for processed transactions.
• To offer seamless customer satisfaction through operational efficiency/accuracy and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.
• Provide supervisory support and continuity to the Manager Service Quality and Compliance.
• Coach, train and develop skill sets of direct reports.
• Ensure that branch service providers are properly introduced, verified and monitored.
• Generate and give leads to the Branch sales team from daily transactions or engagements to support business growth.

• Strong people management skills
• Thorough knowledge of banking products and services
• Wider understanding of the general consumer banking universe
• Leadership capacity
• Strong communications skills
• Negotiations skills
• Interpersonal skills
• Ability to motivate staff
• Passion for Performance
• Self - Drive
• Flexibility
• Focus
• Attention to detail
• Open to New Ideas in a rapidly changing Business Environment

• A university degree in relevant business discipline
• Any professional Qualification in General Banking is an added advantage