top of page

VACANCIES

 

Job Title: Branch Service Manager
                                              
Date: 12 November 2024
​
Apply by: 22 November 2024
​
Report: Head Office Operations and Branch Services
​

                          

SUMMARY

A reputable Bank is seeking to recruit a qualified candidate for the role of Branch Services Manager to enhance the effectiveness of the branches in engaging the market and harvesting the available banking business opportunities, as well as ensuring end to end superior service delivery for multiple geographies across the Country

 

RESPONSIBILITIES INCLUDE

 

  • Develops strategies and maintains effective customer services programs across the branches to create and sustain positive customer experience of the bank’s services

  • Promotes business for the Bank by ensuring good customer relationship management and referring customers to appropriate branch personnel for new services.

  • Implements and monitors customer service delivery standards and ensures that the branches provide error free and quality customer service.

  • Reinforces the application of superior customer services at the branches with appropriate follow through with involved customers and employees

  • Leads and coordinates the effective provision of services to branch customers with focus on ensuring service excellence and timely resolution of service and operational issues

  • Coordinates the management of customer complaints through effective customer complaints resolution process

  • Monitors each branch sales process for account opening and maintenance to ensure compliance with all bank Know-Your-Customer/AML and operational standards.

  • Provides technical guidance on accounting-related responsibilities for the branch including regular cash control activities (ATM processing, current transaction system reconciliations, negotiable instruments) and general ledger account maintenance and reconciliation.

  • Monitors to ensure that branch business and operational activities comply with all applicable regulations and are in line with established customer interaction standards for every transaction

  • Oversees the management of operational and service activities in a matrix management environment ensuring coordination of activities with branch management

  • Monitors to ensure compliance, operational risk controls in accordance with the bank’s and/or regulatory standards and policies, optimizing relations with regulators by addressing any issues

  • Maintains and updates the bank’s internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators

  • Provides support to all branch operations and manages all communication with branch staff in meetings and ensures compliance to all production and finance activities 

  • Provides technical support to branch staff and serves as the point of contact for escalation of operational issues.

  • Coordinates the resolution of client complaints and errors in a timely manner, and ensures that problem resolution balances client service and risk management

  • Manages operational risk to an appropriate level to minimize losses

  • Contributes to the overall profitability of the branch through costs controls, income generation and branch marketing efforts.

  • Assists in implementing cost controls for the branches and monitors expenses to ensure compliance with budget.

  • Provides guidance to branch operations staff in processes, solving or providing answers to complex customer transactions, problems or inquiries

 

REQUIRED SKILLS

 

  • Good knowledge of Banking procedures, policy and principles 

  • Excellent customer service skills

  • Sound knowledge of banking and statutory regulations

  • Thorough understanding of the Banks products and customer mandates

  • Ability to identify, analyze and manage operation risks

  • Good knowledge of clearing operations

  • Good analytical skills to analyze, interpret, resolve and change workflow and improve productivity

  • Strong written and oral communication ability

  • Strong analytical and probing capacity

  • Good planning, control and organizing abilities

  • Be of high integrity and ethical standards


 

QUALIFICATION & EXPERIENCE 

​

  • Minimum of Bachelor degree in any business or numerate discipline 

  • A professional qualification (ACCA, CIB etc.) 

  • Minimum of 8 years relevant work experience in the banking industry, within operations

​

APPLICATION PROCESS

Interested and suitable candidates are invited to submit a CV to customer-relations@jobsearchsl.com, with Branch Services Manager as the subject, by 22 November 2024.

bottom of page