Job Details

Description

Job Purpose: Assist the Service/Branch Manager to effectively manage processes, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and strategy.

Job Responsibilities:

Branch Operations (50%)

• To ensure actioning of customer instructions (salaries, backing sheets, address amendments, standing orders, stopped cheques, RTGS/ TTs etc.) is within SLA.
• To timely authorize transactions and verify signatures for system transactions and customer instructions brought in e.g. in-house cheques in Sybrin queues etc.
• Monitor workflow on the system to ensure transactions pending, Assigned, Unassigned are cleared to facilitate the running of EODM successfully. Clear all assigned and pending transactions in workflow before 17:00 hours daily according to the time the transaction was assigned.
• To ensure mandate management is happening with customers and up to date information maintained (end to end KYC management).
• To ensure sampling on call over of Teller vouchers and subsequent filing is happening as per guidelines.
• To ensure call over of ALL GL vouchers as well as the other vouchers is happening daily as per Bank procedure.
• To conduct and review snap check findings, audit findings, and risk events and ensure all findings are closed within agreed timelines.
• To raise incident reports in the branch and ensure they are conclusively timely addressed and closed. Escalate if required.
• To own, manage and test the business continuity plan for the branch and raise any issues that may come up during periodic testing.
• To ensure that all members of staff comply with all policies and procedures required by the Bank including operational risk and control procedures such as KYC, anti-money laundering security of premises and that necessary controls are enforced and maintained.
• To manage maintenance aspects of the branch e.g. furniture, fixtures, premises or equipment to ensure branch ambiance requirements are maintained and that staff operate in a safe environment and escalate where need may be.
• To ensure that all branch systems are operational and report any failures to IT helpdesk for quick resolution.
• To ensure cash assets are properly secured, limits observed for both vault/ATM, reconciled daily, differences reported daily and that dual control is always observed.
• To ensure that team members reconcile working stock of controlled stationary daily e.g. cards.
• To ensure that all returns are submitted to stakeholders as per agreed timelines.
• To ensure daily call over of vouchers and meticulous record keeping system is in place in accordance with Bank procedures and to make such documents/ records available for review or control purposes when required.
• To ensure proper management of Suspense and GL Accounts so that reconciliations are done timely and entries to GL accounts are duly authorized and posted correctly.
• To ensure unpaid items are attended to within timelines to avoid items being rejected (Too Late for Acceptance) or accounts becoming overdrawn.
• To ensure Branch Risk Control assessments are updated monthly and returns provided to Risk/Compliance.
• To ensure snap checks are conducted according to procedure to maintain a healthy control environment.
• To ensure that branch has the required working tools.
• To ensure that there is adequate physical security at the premises and functional internal external alarms and that system security is maintained.
• To Manage branch expenses in liaison with the Branch Manager.
• To prepare the branch for audits and Cluster Manager checks, making sure there is end-to-end compliance with all processes as laid down in the OPM.
• To deputize as Service/Branch Manager, when required.
• Perform any other duties as may be delegated.

Customer Service (25%)

• To interact with customers to direct them to appropriate points of service and to use the interaction as an opportunity to enhance their banking experience with us.
• To ensure customer retention through cross-selling, queue walking, sales promotions, out-marketing calls, presentations and in-branch management of the customer service function.
• To set and monitor Branch Service Standards using the 5 Non-Negotiable to ensure delivery of high service quality to customers.
• To track service performance regularly and rectify any deficiency to maintain high service standards.
• To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to.
• To drive closure of pain areas identified during NPS survey and ensure no recurrence.
• To monitor customer touch point standards.
• Ensure working queue management strategies are in place.
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
• To ensure constant engagement with the Central Customer Service team for service improvements.
• To ensure that the weekly/monthly/quarterly customer service returns are completed and submitted timely.
• To work with the Customer Service Officer in completing quarterly service action plans.
• To work with the Customer Service Officer in addressing all issues raised in the branch assessment reports.
• To ensure that counters are manned according to demand.
• To ensure customer waiting time is less than 15minutes.
• To ensure timely payments of outstanding online/interbranch cheques.
• To ensure adherence to all SLAs.
• To facilitate resolution of customer complaints and track the turnaround time of query resolution for queries relating to the back-office function and the number of queries outstanding at the end of each day to ensure that the branch keeps the number of outstanding items to a minimum.
• To conduct a query trend analysis, at least monthly, to determine the nature and cause of queries so that staff can be coached on how to prevent recurrence of queries where appropriate.
• To ensure that performance of the branch complies with the service standards set by the Business.
• To provide monthly feedback on the performance of SLAs relating to back-office function
• To ensure that customer instructions are carried out within agreed turnaround times (e.g. maintenance of standing orders, stopping cheques, money transfers, cheque book ordering and card replacement, etc.).
• To ensure ATMs are stocked with quality notes to enhance up time and improve response time to ATM alerts is within the SLA.

Sales (5%)

• To encourage back-office staff to provide sales leads and referrals to sales staff in line with the targets set.

People Management (20%)

• Provide clear and consistent guidelines on vision and strategic goals.
• Promote desirable and effective team culture at the branch.
• Working in conjunction with the Service/Branch Manager, conducting in-branch training in areas of concern e.g.  product knowledge, complaints handling, process, operations, controls etc.
• To agree on targets with team members, monitor performance and performance reviews for each team members as per stipulated guidelines through close working relationship with the Service/Branch Manager.
• To ensure quarterly 1-on 1 session is held for each employee.
• Reward employees and the team based on exceptional performance.
• To coach staff as required and maintain coaching registers for tracking.
• To manage daily attendance and leave programs in compliance with relevant Human Capital policies and procedures.
• To ensure career sheets are completed for each staff member with support provided by supervisor on developmental areas, rotations effected, talent management and regular discussion happening on personal development for team members.
• To share knowledge and experience and best practice with team members to ensure that team performance complies with set service standards.
• To engage the team on issues raised in the ESS with a view to resolving them.

Contact:

• External: Local Regulators on statutory matters.
• Internal: Corporate Banking Departments, Retail Banking Departments, Treasury Departments, Information Technology.

Requirements

Qualifications & Experience:

• Grade 12 Certificate with 5 credits; including English and Mathematics.
• Degree in a related field.
• 5 years in the banking industry.

Job Core Competencies:

• Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements.
• Understanding of relevant legislation e.g. KYC, Anti Money Laundering (AML), Banking code.
• Understanding of People policies and processes.
• Demonstrated complaint handling and resolution.
• Developing talent.
• Analytical thinking.
• Interpersonal skills.
• Customer service.
• Accountability.
• Drive for results.
• Rule orientation.
• Practical execution management.
• Problem solving.
• Teamwork.