JOB DETAILS:
Job Purpose:
The role will be responsible for offering customer satisfaction through operational effectiveness, efficiencies and efficient customer compliant resolution.
Ensure compliance with laid down policies and procedures.

Key Responsibility:
Operational efficiency:
• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines.
• Ensure effective and timely resolution of all operational audit issues at the branch.

• Prepare and submit all operational reports as required, including the daily cash register, end of month reports and ensure timely reporting of suspicious transactions.

• Ensure Branch risk registers & KRIs are up to date, and event/loss incidents are maintained/reported as per stipulated timelines.

Service quality:
• To offer customer satisfaction through operational effectiveness, efficiencies, and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.
• ECRM utilization and closure of customer Issues.

Branch administration:
• Provide an administrative support role to the Branch Manager.
• Motivate, coach and develop a high performing team.

• Ensure that Branch service providers are properly introduced, verified and monitored.
• Ensure Business Continuity and optimal resource allocation/utilization.

Business growth:
• Generate leads from Back Office transactions to support Business growth.