Job Purpose
The job holder will be responsible for supporting the
Operations Manager and the Branch Manager to deliver best in class customer
service to customers to maximize relationship building through managing the
Service Delivery function (Customer Service and Tellering) in the branch to
ensure the delivery of quality service to customers, the projection of a
professional and warm image, maintenance of operational controls and continuous
improvement in operational efficiency.
Key Responsibilities
Branch controls, processes, procedures
and Custodian
Sales & Customer Service
Branch Operations
Risk & Compliance
Branch controls, processes and procedures custodian:
Overall responsibility for management
of branch cash transactions up to a limit of 5 M and transfers i.e. RTGS, TTs
and internal transfers up to 3M including call backs.
Customer service management,
supervision of individual account opening documents prior to being generated by
the customer service team, authorization of debit card issuance and E pin
allocation to customers.
Branch compliance audit and control of
operational losses
Human resource management at the
branch level
Business continuity, administration,
branch controls and physical security maintenance of the branch
Financial controls at the branch
End of day teller cash confirmation
and balancing
Sitting in for the Operations Manager
Supervision of Teller Transactions
during the day and managing bulk transactions
Complies with bank operations and
security procedures by participating in all dual-control functions, maintaining
customer traffic surveys, auditing other tellers’ currency, assisting in
certification of proof of funds by customer.
Maintains customer confidence and
protects bank operations by keeping information confidential
Sales
& Customer Service
Ensure cash transactions, customer
queries, requests or complaints are handled within the defined Service
Level Agreements (SLAs) and Turn Around Time.
Endeavors to increase deposits by new
and existing clients by identifying and evaluating client needs’ through
observation, listening and questioning techniques through tele sales.
Maintains a complete understanding of
all products and services offered via Sidian distribution channels, with
knowledge sufficient to discuss product attributes fully and confidently.
Calls new and existing customers to
cross sell and upsell bank products.
Contributes to the efficient operation
of the branch through the accurate and timely processing of all transactions
and account maintenance, including customer instructions, account information
requests, account instruments etc.
Influencing customer’s decision making
so that they transfer their ‘main bank’ transactional banking to Sidian and
utilize Sidian range of non-term deposit products, which assists the branch
meet its funding margin objective.
Contributes to the promotion of the
branch by preparing displays, coordinating and distributing promotional
materials and organizing functions.
Develops and maintains relationships
with new and existing clients to capitalize on opportunities to cross-sell
Sidian products and services to existing and potential clients.
Responsible for making referrals to
Relationship Officers and Bancassurance for uptake and utilization of bank
products, services and channels.
Responsible for ensuring that all
accounts opened in the branch are signed up to at least one digital channel.
Ensure that customer tools are stored
safely and are delivered to the customer as per the set SLA
Branch
Operations
Ensures up-to-date information for all
branch customers at all times.
Ensures the accurate and timely
processing and delivery of all certificates, account information, and
statements to clients.
Contributes to the flow of
communication within the team, by actively participating in staff meetings.
Provides information and reports as
requested.
Ensure proper documentation and filing
is done for all transactions.
Risk
& Compliance
Submit accurate and up-to-date
Operational risk and control self-assessments (RCSA/ ORSA) on time.
To ensure implementation and
compliance with operational policies and procedures.
Closure of identified deficiencies
from concluded audits, correction within stipulated timelines, and ensure no
repeat findings.
Ensure that all customers onboarded to
the bank meet the minimum criteria and are screened adequately considering the
Bank’s AML/CFT/CPF guidelines.
Continuously monitor customer
transactions in the context of their profile, properly document the background
and purpose of all complex, unusual, large transactions, and all unusual
patterns of transactions, which have no apparent economic or visible lawful
purpose.
Responsible for immediately alerting
the MLRO on suspicious transactions or activities noted in
customers’ accounts escalated by the branch staff. Any inconsistent activities
or transactions, any suspicious accounts, any attempted accounts or
transactions, must be investigated and reported to the compliance function
immediately, placing a clear basis of suspicion.
Ensure that customer accounts are
suitable for purpose e.g. avoid opening children’s accounts for normal day to
day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure
that a potential client has been screened, account opening form is duly
completed and all required documentation as per the account opening policy
obtained.
Ensure that verification is done as to
the identity of the customer, documentation used to open an account, and
conducted transactions during the customer journey.
Identify any high risk accounts such
as Politically Exposed Persons (PEP) at point of account opening and at
execution of transaction continuously, given the dynamic nature of such high
risk accounts. Forward the details of such high-risk customer(s) and any
PEP/PEP Related persons noted to senior management for approval.
Ensure that such accounts have all the requisite documents such as updated
annual EDDs, are marked as high risk in the system and the reason for high risk
rating properly indicated.
Recommend revision of controls, where
appropriate, to address new or previously uncontrolled risks.
Ensure compliance with agreed limits
of authority and levels of access to systems and information.
Decision
Making Authority
To authorize/approve a customer’s
request.
Limited scope for decision making as
the role is extensively guided by policy and guidelines.
Qualifications
Academic
Background
University degree or above in a
relevant business discipline e.g. business administration or finance.
Work
Experience
At least 4 years in banking
operations, of which 2 years should be at a supervisory level.
Skills
& Competencies
Interpersonal skills to effectively
communicate with and manage customer expectations (internal and external), and
other stakeholders who impact performance.
Knowledge of relevant products and
services.
Knowledge and effective application of
all relevant banking policies, processes, procedures and guidelines to
consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development
of open communication, teamwork and trust that are needed to support
performance and customer-service oriented culture.
Professional
Certifications
Diploma in Banking – AKIB (added
advantage)
How To Apply
