The job holder is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures.

• Vault and ATM/CDM Custodianship – Ensure ATM downtimes are kept at a minimal, and ATM and Vault limits are maintained
• Cash Management: Ensure branch cash holding limits are adhered to, excess overnight cash holding is covered, any cash differences reported and resolved, cash deposited via the CDM is retrieved and posted within the timelines as guided and coordinate cash repatriations
• Custodianship: Act as the second custodian of all bank payment instruments i.e. cheque books, Debit cards.
• Ensure the branch undertakes the various snap checks as guided by Head office operations and Quality assurance functions
• Deputize the branch manager by growing the business Actively promoting customers to uptake and utilization of all bank channels.
• Lead the branch operations team in supporting the branch to achieve its customer retention objectives, acquisition and growth goals.
• Implement audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction.
• Ensure availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met.
• Conduct daily, weekly and monthly review of branch operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
• Approve new accounts in line with KYC procedures: Ensure correct and accurate completion of all customer instructions and approve them for further processing at CAM.
• Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is always observed.
• Review and/or monitor transactions i.e. withdrawals, deposits, transfers and ensuring that any money laundering and fraudulent activities are identified. Ensuring all accounts transacting above reporting threshold fill in the large cash forms and provide any other documentation as required
• 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.
• 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.
• Ensure branch is opened & closed as per the approved timelines. Operations staff to be ready to serve customers.
• Perform and support the bank on any other checks that improve our operational effectiveness and efficiency.

Skills, Experience and Competencies

Knowledge; Skills and Experience required for this Role

• 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 5 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, and customer service role.
• Good understanding of the bank’s systems i.e., the core banking system-iMAL
• Excellent Bank product knowledge.
• Proficiency in core & other banking System
• Proficiency in Microsoft Office Suite