Branch Operations Manager

You will be responsible for managing service delivery by observing queue time and length, taking necessary actions to capacitate serving counters and managing customer traffic. You will ensure that branch premises are maintained to the specified standard and manage or recommend workflow changes for greater efficiency and improved turnaround time. Monitoring customer satisfaction survey ratings, net promoter score, or any other feedback ratings taken from customers will be crucial to ensure continuous improvement if below benchmark and sustain better quality service. Additionally, you will be involved in general reconciliation and compliance activities, which may include dual control of cash functions, control of security stationary and deliverables, review of processing entries and vouchers, follow-up with customers for returned deliverables, review of reconciliation proofs for daily control, preparation of service quality and productivity management reports, rectification of internal control issues, and ensuring satisfactory ratings in all internal/external audits conducted at the branch. You will also be responsible for ensuring compliance with all Operations health documents, performing regular KCS checks, reporting KRIs and teller productivity, submitting returns both internal and statutory for sales and service, maintaining proper control of keys, combination settings, and passwords, ensuring accurate and timely processing of all customer instructions, and being fully aware of all policies and procedures related to ORMA, Group Code of Conduct, KYC/CDD/EDD, and money laundering prevention. Moreover, you will supervise staff, organize workflow and breaks, manage staff levels, provide coaching and training where necessary for improved performance, identify prospects for cross-selling, achieve high employee engagement and satisfaction, ensure optimum teller productivity, and contribute to branch performance through referrals, efficient customer service, and effective operations controls. You will also monitor and track transaction volumes, ensure effective transaction migration to alternate channels of banking, be aware of banks Mis-selling & Sales Policies, manage premises in areas of merchandising, housekeeping, store management, and be responsible for health and safety guidelines. This includes ensuring health and safety for all, reporting accidents and incidents, and taking reasonable care for the health and safety of co-workers and those affected by your actions or omissions. Additionally, you will own the archival portfolio for the branch, liaise with external vendors for archival and retrieval as per policy document, and maintain MIS regarding documents archived with due acknowledgement from the vendor for each file. Key Responsibilities include monitoring transaction volumes, ensuring effective transaction migration, adherence to Mis-selling & Sales Policies, premises management, health and safety responsibilities, and ownership of the archival portfolio. Skills and Experience required for this role include being diligent, punctual, having banking knowledge, team management skills, strong communication skills, customer orientation, sales focus, and good interpersonal skills. Qualifications for this position include being a Graduate or Post Graduate from a recognized institution with at least 4+ years of overall experience, banking knowledge, understanding of front and back office processes and procedures, good interpersonal skills, strong communication skills, team-playing ability, customer orientation, and sales focus. Role Specific Technical Competencies include communication skills, product knowledge, and market knowledge.,