Talent Pool- Branch Sales and Service Manager

DIMENSIONS

• Limitless approval authority of cheques paid out.
• Number of staff supervised
• Branch turnover sales and profit targets
• Branch Operations Budgets
• Branch Customer Service standards

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

• At least 6 years working experience in Banking Operations and specifically in Branch Operations.
• Minimum first degree/professional qualification
• Excellent sales abilities essential for achieving Branch Sales target
• Excellent multicultural awareness and management skills, essentially people person
• Detailed working knowledge of processes and controls in all core banking activities
• Good communication and inter personal skills
• High degree of team building and supervisory skills

KEY RESULT AREAS

• To maximise profit and to supervise the operations of the Branch in conformity with the bank’s operational manual
• To deliver sales targets of the Branch
• To ensure that all sections within the Branch functions run efficiently to meet service standards for both internal and external customers
• To establish and review key operational risk indicators and formulate action plans to minimize the Branch’s exposure to fraud and losses
• To establish operational goals which are challenging in the improvement of :

-Operational Cost

-Service Quality

-Controls

-Customer Service

• To check and control hygiene of the Branch , working and safety conditions and oversee premises, building, equipment and Branch security
• To be responsible for the re-engineering of the branch processes to improve customer service and cost effectiveness and control of performance targets.
• Ensure that effective documentation is in place, in the form of user quotes and branch operating instructions, for existing systems and future systems.
• To ensure that the Branch does not obtain an adverse audit grade.
• To ensure that the Branch suspense accounts are always balanced
• To be responsible for the appraisal of operations staff in the Branch
• Keep abreast of local competitors activity and make recommendations on internal pricing, promotion and product policies
• Any other duties that will be assigned by the Head of Domestic Operations.

PEOPLE MANAGEMENT

• Supervises immediate team members to ensure that time, quality and other set standards are achieved
• Interprets Conditions of Service to immediate team members
• Appraises the performance of immediate team members and reviews those for lower level staff
• Identifies training needs of immediate team members and recommends appropriate training for them.
• Administers disciplinary measures to immediate team members in accordance with the Bank’s disciplinary code and procedures

RISK AND COMPLIANCE

• Ensure prompt and adequate compliance responses to Sanctions and AML/CFT enquiries sent in by Compliance department
• Take part in all annual mandatory refresher training organised by Compliance
• Report all suspicious or fraudulent activities to Compliance or via whistle-blowing toll free line.
• Signs off all PEP accounts and the Combined Risk Framework.

COMMUNICATIONS AND WORKING RELATIONSHIPS

• Head, Domestic Operations
• Director, Retail Banking
• Director, Banking Operations
• Deputy Managing Director
• Managing Director
• Peers in industry
• External auditors
• Central Bank

Information security responsibilities

• Abide by the bank’s ISMS (Information Security Management Systems) policies and procedures
• Safeguard the bank’s information assets in accordance with its ISMS policies and procedures