Job Description

Role & responsibilities 1. Branch Operations Management: Oversee all daily branch operations, including cash management, customer service, and account transactions. Ensure that all operational processes and systems are running efficiently, accurately, and within the bank's policies and guidelines. Monitor and improve service delivery to customers by ensuring high standards of customer service. Supervise the functioning of various departments, including tellers, customer service officers, and support staff. 2. Compliance and Risk Management: Ensure that all activities within the branch are compliant with internal policies and legal/regulatory requirements (e.g., KYC, AML). Identify and mitigate risks related to branch operations, ensuring adherence to security protocols. Implement and monitor internal controls to prevent fraud, theft, and errors. 3. Staff Management: Supervise, mentor, and train branch staff, ensuring they are well-equipped to perform their tasks effectively. Assign tasks and responsibilities to different team members based on workload and branch needs. Conduct performance evaluations, provide feedback, and implement corrective actions where necessary. Ensure the team provides excellent customer service and resolves issues promptly. 4. Financial Management: Ensure accurate and timely processing of financial transactions, including cash handling and reconciliation. Oversee the branchs cash flow management to ensure adequate cash availability and minimize excess cash. Prepare and submit reports on branch performance, including transaction volumes, operational costs, and other key performance indicators (KPIs). 5. Customer Relationship Management: Act as a point of escalation for any complex customer complaints or concerns. Promote and maintain strong relationships with clients and potential customers to drive business growth. Ensure the branch provides exceptional customer service by addressing issues promptly and efficiently. 6. Sales and Business Development: Collaborate with the branch sales team to achieve business targets, such as opening new accounts, cross-selling bank products, and services. Identify opportunities for business growth within the branch's territory. Monitor and support sales efforts to ensure goals are met and customer satisfaction is maintained. 7. Branch Administration: Ensure that the branch is properly equipped with necessary materials, resources, and technology for daily operations. Manage branch inventory, including forms, equipment, and supplies. Ensure that the branch maintains a clean and organized environment, with a focus on security and operational efficiency. 8. Reporting and Communication: Prepare and submit reports on branch activities, including financial performance, operational issues, and customer service metrics. Communicate regularly with senior management regarding branch performance and operational concerns. Implement and ensure effective communication of new policies, processes, and changes from the bank's head office to the branch staff. 9. Strategic Planning: Develop and implement operational strategies to achieve branch goals, improve customer satisfaction, and meet revenue targets. Support the implementation of new banking products or services at the branch level. 10. Technology Integration: Oversee the effective use of banking technology, ensuring systems are operating correctly and efficiently. Address any technical issues that may affect branch operations. Preferred candidate profile 1. Branch Operations Management 2. Compliance and Risk Management 3. Staff Management 4. Financial Management 5. Customer Relationship Management 6. Sales and Business Development 7. Branch Administration 8. Reporting and Communication 9. Strategic Planning 10. Technology Integration