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Duties & Responsibilities

• Monitor and coordinate the operations across the branch network through the Branch Operations teams.

• Ensure strict compliance to policies/controls (regulatory and institutional) within UBAU Branch Operations.

• Ensure that branches get adequate attention from support functions (IT, Corporate Services, Domestic Operations, HCM and others) to ensure smooth running of the branches and minimal customer service issues.

• Prepare management reports detailing performance of branch operations and give recommendations to management as appropriate.

• Develop and cascade targets/objectives for Branch Operations teams in line with UBAU strategy and conduct regular performance reviews for Branch Operations Managers and ensure they undertake the same for the branch operations teams across the network.

• Ensure minimal operational loss (within defined target) for the branch bank.

Challenges

• Inadequacy of human and material resources.

• Dealing with knowledge gaps amongst staffs.

• Unrealistic expectations and unjustified interference from management.

Planning

• Macro: one year; Micro: One week.

Key Performance Indicators

• Customer Satisfaction levels (by number of customer complaints and customer satisfaction surveys)

• Process Cycle Time (TAT)

• Number of penalties arising from infraction of regulatory policies/reporting.

• Morale and Loyalty levels displayed by all staff

• Staff turnover rate

• Audit and Inspection Report ratings of branches.

• Operational loss level

• Adherence to Cash on Premises limits