JOB SUMMARY:Branch operations supervisor; authorize and supervise both teller and customer service transactions, managing branch cash levels and ensure all customer instructions are accurately executed by branch officers.KEY RESPONSIBILITIES:Operations - 40%Support succession plan by being a proxy to Assistant manager service delivery and customer serviceAuthorize all customer instructions and system related entries within the approved limits and ensure all KYC requirements are met before transactions are processed.Carry out the role of bank signatory within the approved limit.Custodian of vault, safety deposit lockers, ATM and branch keysEnsure optimum levels of cash are maintained in the branch, manage cash within authorized limits and repatriate any excess cash to CBK.Reconciliation of branch internal accounts and general ledgers on a daily basis and ensure exceptions are escalated as per policy.Ensure 100% revenue collection in the branchEnsure compliance with internal and external regulatory requirements.Accounts Management; Verification of account opening, closing and amendments of static data documents, ensuring proper filling is done and all the FDR receipts and the account opening Documents are under lock and key.Submit Risk and compliance self-assessment(RCSA) report to supervisor for ReviewCustomer Service/Experience - 30%Timely resolution of customer queries and complaints in line with the set SLA and TATLog in and Update customer enquiries on CRM portalSafeguard and promote the bank's image at all timesFacilitate preparation of balance and audit confirmation reportsAvail customer instruments such as Prepaid, Debit, and Credit PINs within agreed time lines.Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issuesSafeguard and promote the Bank's image at all times.Audit and Risk - 20%Ensure audit and risk ready environment on a daily basis to sustain branch business and prevent operational losses in the branchStrict adherence and compliance to AML guidelines of the banAdherence to product guidelines and internal operational policies and proceduresIncident reporting as per the set up escalation matrixComply with respective Money Laundering prevention procedures and be alert at all times to unusual activity and report to assistant manager, BM, Risk and Head-Branch OperationsGeneration and filing of reportsReviewing the key register, ensuring that the key register is up-to-date with corresponding key holdersPeople management - 10%Supervise tellers and customer service officer workOrganize and conduct service delivery and operations meetings in the absence of SDMTeller, Customer Experience Advisor & SDM proxy.KEY RELATIONSHIPS:Customers of this positionBranch staff, Central office staff.Service providersExternal & Internal CustomersKEY KNOWLEDGE AND COMPETENCIES:Knowledge; Skills and Experience required for this RoleJob Knowledge:Have proper training and experience in teller and customer service role.Sound knowledge of Banking Operations Best Practice and Methods.Ability to grasp new ideas & concepts quickly.Self-driven individual with the ability to work under pressure.Passion for performance, team play and achievement in a competitive and dynamic environmentExperience:At least three years' experience in a similar position in a reputable bankEducation:Graduate from an accredited University preferably in Business related course.Competencies required for this Role:Adhering to Principles and ValuesPlanning and OrganizingAchieving Personal Work Goals and ObjectivesLeading and SupervisingDelivering Results and Meeting Customer ExpectationsAnalytical & Innovative
