To implement and manage operational policies, procedures, risk and compliance processes for a branch environment to mitigate risk and improve operational efficiencies while ensuring excellent customer experiences and satisfaction. To provide administrative support to the Branch.

Key Deliverables

Operations

• Ensure 100% compliance with KYC requirements for all new account openings at the branch, in line with regulatory and internal policy standards
• Strictly monitor branch office accounts and teller processes on daily basis to ensure frauds and losses are completely eradicated.
• Ensure 100% accuracy in year-to-date leave management for the branch operations team, keeping updates always current.
• Manage daily staff attendance levels within the branch in compliance with the bank’s HR manual
• Work closely with the branch team to achi`eve 100% satisfactory audits with no recurring audit findings
• Ensure safety of staff by putting in place good health and safety measures, e.g. Branch opening/closing procedures, fire Extinguishers, exit routes, Fire Drills
• Manage branch costs and expenses within the approved budget to drive operational efficiency and cost optimization
• Day to Day activities of Branch to be monitored closely for compliance i.e Snap checks on stationery and loose assets
• Staff claims are promptly paid
• Act as Complaints Champions by ensuring all complaints received are handled in accordance with the bank’s complaint management procedure

Branch Compliance and Audit Excellence

• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Ensure compliance with operational risk & compliance requirements e.g. Health and Safety standards, security of premises during branch opening and closure etc.
• Comply with relevant legislation e.g KYC, Job aid standards, fraud prevention and money laundering procedures

People Management

• Build, develop and motivate a high performing team committed to achieving success through each other
• Ensure that team members are developed to achieve their maximum potential whilst coaching them to build their awareness of their strengths/development needs.

Teamwork

• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Provide cover for other team members as required
• Deputise for the branch Manager as and when required
• Support and adopt the implementation of change initiatives within the branch

Education And Experience Required

• Degree Graduate/Relevant Equivalent Professional Qualification
• At least three years Operations Management Experience
• Some previous experience in a Sales and Service-type role would be beneficial

Knowledge & Skills

• A good understanding of the Branch’s objectives/relevant legislation – service levels, risk, cost control, income contribution, KYC, money laundering, banking code, service standards, health and safety standards etc
• A sound knowledge of banks internal departments, systems and procedures with a good understanding of technical systems eg. Teller ops systems, T24, etc…
• Good knowledge of operational risk and rigour requirements and standards applicable to the relevant processes and procedures.
• A broad awareness of Retail products and services
• A high level of drive and determination
• Must be an expert in the prevention of fraud and time management required.

Competencies

• Good communication skills
• Good interpersonal, networking and relationship skills
• Good Numeracy, Keyboarding and PC skills
• Good personal organization skills
• Entrepreneurial and commercial thinking
• Good adaptation and response to change.
• Creative and innovative.