Summary
Date Posted: Tuesday, January 10, 2023 , Base Salary: Not Disclosed

JOB DETAILS:

JOB SUMMARY:
To ensure the effective implementation and administration of branch operations policy and process framework by implementation of the Banks operations strategy as assigned. The direct compliance of all branch activities with the bank regulations, code of conduct, standards of practice, adherence to internal policies and procedures with the highest standards as well as ensure effective and efficient coordination of the banks operations processes to deliver excellent customer service while mitigating operational risks.

KEY RESPONSIBILITIES:
Strategy Implementation - 20%
• Participate in the development branch operations strategy aligned to the overall Bank’s operations strategy.
• To develop annual plans for operations support functions in line with the banks strategic objectives.
• Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
• Reviewing operations within the region and report all events that have risk exposure potential.
• Ensure branches to uphold high operational standards through total compliance to policies and procedures.
• Ensure branches implement the key deliverables in new initiatives relating to branch operations and service delivery.
• Compile and report on all frauds and forgeries in branches in the region within the agreed timelines in accordance to policy.co-ordinate the regional branch network resources and ensure optimum utilization.
• Ensure total implementation of operations policies in the branches and 100% compliance with the same.
• Implement the approved framework for SBM Bank – Branch Operations.
• Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
• Ensure 100 % compliance in Revenue collection and operational cost management.

Service Delivery - 30%
• Ensure the branch network support by head office units to deliver excellent customer experience and work towards bridging the gaps through improved processes, procedures and service delivery standards.
• Staff training within the region on the impact and responsibilities related to compliance and customer service requirements.
• Ensure assigned branches comply with operations and service delivery procedures, standards and controls in line with the bank policy guidelines.
• Consult with the region to provide feedback and opinions with regard to new projects/processes/initiatives based on various requirements in specific areas and customer needs/feedback.
• Provide customer satisfaction through operational effectiveness, efficiencies and complaints resolution.
• Ensure all branches are adequately staffed and assist in handling grievances and disciplinary cases within the region.
• Initiate and organize meetings for regional branch operations management with a focus to ensure service standardization, collect feedback, address complaints and enhance team work.
• Drive and monitor the branches operations’ setup and performance.
• Ensure implementation and strict adherence of the approved Standard Operating procedure and processes.
• Monitor and ensure strict adherence to Bank SLAs’ and stipulated TAT and ensure to achieve high level of customer satisfaction as per the Bank’s customer service standards and guidelines.
• Co-ordinate with Central Operations and other support units to ensure seamless processing and uniform customer experience across all branches.
• Ensure braches have up to date tools and equipment to support seamless operations and service delivery.
• Monitor and ensure system uptime ,more so ATM ,Core banking and other alternate channels and escalate, follow up and ensure resolution as per SLA.
• Drivers of uptake and usage of customer relation management systems (CRM)in branches.
• Ensure timely resolution of CRM cases and advise customer experience on branch operations procedures, train ne staff on CRM.
• Root cause analysis on issues raised across the branches through customer relation management system(CRM).

Compliance - 30%
• Ensure Zero non-compliance to banks processes and procedures across the branches on all compliance and audit parameters.
• Advise bank management on appropriate action in relation to non-compliance (To address the gaps).
• Ensure Zero Operational Loss.
• Ensure 100% collection of income.
• Ensure review of the transaction journal on a daily basis.
• Coordinate and ensure risks are proactively managed through embedded process of identifying. Assessing. Mitigating. controlling, monitoring and reporting events that have risk exposure potential.
• Ensure all internal accounts are reconciled in a timely manner and in line with the bank policy.
• Maintain focus on ethical conduct in the branch operations at all times in order to safeguard and enhance the banks reputation for integrity transparency and accountability.
• Ensure compliance to anti-money laundering policies and procedures as guided by the operations and AML/KYC guidelines.
• Conduct branch compliance assessments on a monthly basis.
• Branch surprise checks and reviews to ensure continuous adherence to bank policies and procedures.
• Develop and Review branch risk self-assessment tools, monitor and ensure closure of risk exposure raised.
• Advise to management on emerging threats and risks for corrective action or possible actions to mitigate this.
• Thorough the branch management ensure adherence to policies and processes and procedures to enhance internal controls to reduce fraud and forgeries on day to day basis.
• Prepare and submit required management reports in a prompt manner.
• Coordinate collation and submission of ad hoc reports to Senior Management.
• Ensure branch opening and closure is done as per the set guidelines.
• Ensure safe keeping of bank documents, through development and implementation of document archival and retrieval process.

People Management - 20%
• Manage and supervise the Service Delivery Managers.
• Set performance objectives for branch operations staff.
• Monitor performance and appraise operations in tie with the set objectives.
• Manage non performing staff through performance improvement programme and make recommendations to senior management and HR on appropriate action.
• Identify top talent and create a talent pool.
• Advise HR on optimal staff requirements based on specific branch needs.
• Manage Staff Rotation.
• Develop a training curriculum for branch operations staff i.e. tellers, senior operations officers, service delivery managers and customer service teams. • Ensure continuous and refresher training for branch staff both classroom and online.
• Develop all branch operations staff through on the job training and coaching.
• Motivate branch operations staff to achieve high levels of performance.
• Review all disciplinary issues and in liaison with branch management make appropriate recommendations to HR to ensure effective fair and timely disciplinary resolutions.
• In liaison with training managers ensure to undertake quality assurance on implementation of training.
• Ensure staff work place is safe and work with the relevant departments to address any concerns raised.

Other Skills and Competencies
• Planning and Organizing.
• Deciding and Initiating Action.
• Leading and Supervising.
• Adhering to Principles and Values.
• Analyzing.
• Delivering Results and Meeting Customer Expectations.
• Following Instructions and Procedures.
• Coping with Pressures and Setback.

Supervision required in the job, if applicable:
• Plans the work of subordinates
• Assigns work to subordinates
• Monitors reportees work performance
• Appraises/evaluates reportees performance
• Developing processes that support changing customer needs and advancement in technology.
• Staff redeployment, matching skills with available job opportunities and roles for high staff productivity.

Staff performance appraisal.
• Monitor and queries/feedback raised on Customer relationship management system(CRM).
• Contacts and Relationships
• Internal Contacts (e.g: other jobs within the organization etc):
• Branch Managers
• Customer Experience advisors in the region
• Business Development staff in the region
• Central office support Staff;HR ,Finance,IT,Treasury,Payments ,Clearing,Cash Centre
• Compliace, Risk & Audit

External Contacts (e.g: suppliers, contractors, industry stakeholders etc):
• Security-G4S Security team
• Archival Team-Metrofile
• Expiry Date: Jan 23 2023


Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

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