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