​

DUTIES & RESPONSIBILITIES

• Champion effective/efficient implementation of bank-wide policies with respect to branch operations in line with overall Bank policies.

• Conduct daily, weekly, and monthly as applicable GL Accounts proofs and review of aging items for timely resolution/reconciliation in line with GL Proof controls.

• Maintain strong, adequate and strict control awareness and adherence within the Branch for all bank products & processes (Including regulatory processes) and products to enable zero regulatory infractions, fraud tolerance and error rates within the Branch.

• Plan, coordinate, review and assess the activities of operations staff through day –to- day supervision & guidance, adequate allocation of resources, periodic trainings/meetings, performance reviews and feedback, motivation to enable staff productivity, efficient/timely service delivery to customers and achievement of the branch stated/set objectives.

• Authorize transactions within set approval limits and escalate those above approval limits to the TeamLead Branch Operations and COO.

• Supervise account opening process by ensuring complete documentation, prompt scanning of account mandates and tracking/follow-up on deferred documents in line with Account opening guidelines.

• Establish that Branch ATMs are functional at all times with timely escalation and resolution of faults as per ATM Management guidelines.

• Ascertain effective branch cash management with adherence to insurance limits, necessary approvals for excess, no cash outs, prompt evacuations in line with branch cash Management policy.

• Prepare and submit accurate, timely and periodic institutional and regulatory reports on

• Branch Operations in prescribed formats and intervals and submit to relevant stakeholders

• Maintain appropriate confidentiality and security of all customer transactional information and safety of customers and other bank branch assets as per the Bank’s security guidelines

• Develop and implement product cross selling techniques within the Branch to support in achieving the overall Branch business targets/objectives

KEY PERFORMANCE INDICATORS

• Level of Branch operations efficiency.

• Staff productivity index.

• Customer satisfaction index (target nil customer complaints) through direct customer feedback and other channels e.g. suggestion box, mystery shopper reports etc.

• Leadership Capability – Team morale, Staff turnover, achievement of set financial and/or productivity targets.

• No. /Value of branch processing errors, cash differences and fraud.

• Timeliness of reconciliation/liquidation of GL items (within established transit times.).

• Adherence to established transaction cycle times (TATs) for all products/services.

• Accuracy and timeliness of management /regulatory reports.

• Condition of infrastructural facilities/branch ambience.

• Level of control awareness – measured by quality of audit reports and level of deviation

• from established procedures/policies e.g. repeated audit comments, Central Bank penalties/infractions.

• Level of ATM up-time and cash availability (zero ATM service downtimes/cash outs).

• Level of defective account documentation/ un scanned mandates.

• Frequency of branch cash outs/exceeding insurance limits.

• Rate of errors in processed transactions.

• Number of policy breaches/regulatory infractions.

• List of product cross selling techniques in the Branch.