​

Key Accountabilities (Duties and Responsibilities)

• Reduction on Financial loss due to fraud/cash differences.

• Assume ownership of branch initiatives that will focus on increasing effectiveness in the controls thereby reduce operational losses.

• Come up with strategies aimed at cost minimization whilst ensuring service standards are not compromised.

• Implementation of appropriate cost control measures to manage identified cost centres at the branches.

• Review and approve all write offs/loss arising from operation transaction processed in all branches as per assigned limit.

• Adherence to the budget vs spend for Branch Business.

• Standard Operating Model - Develop a robust Model/Design that encompasses the best practises to be adopted by NCBA.

• Branch Resource Optimization –Develop the branch model that will result in optimal use of all resources. This is through development of productivity tools for branch operations staff

• Track all channels performance including branches, ATMs. Continuously engage branch leadership to ensure maximum utilization of all the channels.

• CRM Monitoring and utilisation – in conjunction with customer experience, track and monitor usage of CRM for all client interactions.

• SLA Management and TAT Management – Assist in monitoring and tracking SLAs and TAT in conjunction with the Customer experience team. Aggressively follow up branches lagging in these two key areas.

• Tools Management - this is to ensure that branches keep proper records, make returns and carry out destruction where overdue.

• Processes and procedures - Continuously update processes and procedures to be used in branch operations and have this published in the policy hub.

• Audit Management – assist in closing issues raised during audit and help branches achieve a satisfactory rating. Also, share audit findings to all branches and ensure no repeat incidents that have already been captured in previous audits.

• Operational Risk Management – Continuously liaise with branches and operational risk department to ensure that the branches are operating within the agreed framework at all times.

• AML and KYC – key contact for AML/KYC issues emanating from operations in the branches. Escalate and respond within acceptable TAT.

• Safety and Security – liaise with Security Department and commercial services on matters affecting security and safety at the branches.

• BCP – follow up branches to ensure that they have BCP in place

• Regulatory Requirements – Liaison for issues with BOT

• Approval/Management of CIT functions

• Operations monitoring and tracking - ensure that normal branch operations are tracked and daily/weekly/ monthly reports are submitted in a timely manner.

• Develop a strong customer service culture in the branch operations team aimed at customer retention and maximizing on every relationship.

• Leverage on customer research and competitor bench marking on customer service and customer loyalty /advocacy metrics including;

•  Net Promoter Score

•  CSI/RSI

•  ENPS (channels and products

•  CES (Channels products and process

•  Customer life time value

• Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements.

• SLA Adherence for Account Opening, Payments (RTGS, TTS), CRM Tool tracking (PINS, DEBIT & CREDIT CARDS, CHEQUE BOOKS)

• Approves KYC and other control requirement exceptions referred from all branches in the network.

• Ensure customer issues are promptly addressed and resolved including attending any customer meetings if required.

• Use customer interactions as opportunities to market/cross sell Bank products.

• In liaison with commercial services, encourage proper maintenance of branch premises and equipment in line with the corporate image.

  
  

People management, Learning and growth

• Employee satisfaction

• Employee retention

• Provide clarity of vision, direction and pace to the operations team aimed at achieving all round operational efficiencies and success.

• Build, develop and motivate high performance team committed to achieving success through each other.

• Ensure E learning & training for self and direct reports as per policy.

• Liaise with Human resource department to ensure identified training and development needs addressed targeting Branch Operations staff.

• Performance management for branch operations staff) in the branch network.