KEY RESPONSIBILITIES:

       Operational efficiency:

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines in processing of transactions.
• Ensure support to the MSQC to achieve timely resolution of all operational audit issues at the branch.
• Ensure adherence to approval limits for processed transactions.

Service quality:

• To offer seamless customer satisfaction through operational efficiency/accuracy and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.

Branch administration:

• Provide supervisory support and continuity to the Manager Service Quality and Compliance.
• Coach, train and develop skill sets of direct reports.
• Ensure that branch service providers are properly introduced, verified and monitored.

Business growth:

• Generate and give leads to the Branch sales team from daily transactions or engagements to support business growth.

• DAILY RESPONSIBILITIES: THE MOST TYPICAL
• Carry out all branch internal/suspense and expense accounts reconciliation and ensure that items are resolved at all times as guided by reconciliation procedures.
• Monitor and implement adherence to all defined authorization and/or cash holding limits as well as other communicated limits within the branch.
• Perform custodial duties as stipulated by Standard Operating Procedures.
• Ensure timely authorization of customer transactions and collection of all revenue due to the Bank.
• Ensure timely call over of all branch transaction reports, immediate corrections of errors and appropriate archiving of related documents.
• Ensure proper cash management within the branch and maintain sufficient cash reserves within approved limits for daily transactions.