JOB PURPOSE

The role holder will be responsible for the day-to-day branch operations ensuring timely opening and closing of the branch, service to the customers for all services, keeping high level bank standards.

KEY RESPONSIBILITIES

•  Ensure proper controls, processes & procedures are always adhered to as per the laid down Caritas Microfinance bank policies. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
•  Ensure branch is opened & closed as per the approved timelines. Operations staff to be ready to serve customers.
•  Ensure that the Caritas Microfinance bank’s Policies are always adhered to when handling different products.
•  Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is always observed.
•  Together with the BM, create ownership of the branch strategy and targets, agreeing on branch business plans/ strategies and business goals for the branch aligned to the bank’s overall growth strategy.
•  Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the ruling tariff.
•  Ensure excellent customer experience is always maintained and ensuring set TAT is always achieved.
•  In conjunction with the BM, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
•  Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution and ensure set TAT on response to customer queries on phone or by letters is strictly adhered to.
•  Ensure customers are well informed of Caritas Microfinance Banks products by equipping the notice board in the banking hall with relevant and up to date information as well robust cross sell activities in the branch.
•  In conjunction with the BM, build and develop a high performing and motivated staff team in the branch by creating a sense of teamwork, a good working environment and regular duty rotations to ensure maximum productivity.
•  Provide leadership by constantly offering training and guidance on the operations expectations, ensuring adequate coaching, and mentoring of branch staff.
•  Manage performance /disciplinary issues/grievances for operations staff.
•  To perform any other duty as assigned in line with the organization goals and objective.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

•  A University degree (Holders of a Business-related degree will have added advantage).
•  Professional Banking Qualification (AKIB) or accounting qualifications will have added advantage.
•  Minimum 6 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, 3 of which should be at a management level; 2 within a branch operations role and at least two 2 within customer service role.
•  Good understanding of the bank’s systems i.e., the core banking system.
•  Proven track record of consistently meeting customer expectations and exceeding set targets.
•  Excellent Bank product knowledge.
•  Versatility, flexibility, passion, and commitment to quality Customer experience/Service delivery.
•  Ability to handle difficult situations and interactions.
•  Ability to work independently and successfully manage time and territory.
•  Excellent analytical skills and ability to sell strategically within an account.
•  Competency in Computer Knowledge (Microsoft Office).