Branch Operations Officer at I&M Bank

JOB SUMMARY

To supervise and manage  branch operations  in order to achieve the Financial, Customer Service, People and Control objectives of the bank in accordance with the set policies and procedures.

MAJOR DUTIES & RESPONSIBILITIES

• Ensure branch operations staff  achieve their financial targets as detailed in the individual KPI’s.
• Encourage operations staff to cross sale and refer business deals to the business team.
• Administer the day to day running of the branch operations in line with bank policies and procedures.
• Systems management i.e. provide systems rights approval, ensure all transactions are authorized timely.
• Conduct regular review of the branch control environment, and make recommendations as per findings to the Branch Operations Manager.ie conduct teller snap checks, checks on blank forms etc.
• Supervise the administration of the vault through effective treasury management and maintain cash holdings within the approved limits.
• Supervise the administration of the ATM and ensure that it’s up and running & also well reconciled on a daily basis.
• Supervise all activities within the till area and ensure that teller’s tills are balanced and closed off at zero
• Achieve an acceptable audit rating for the branch by ensuring that controls are being adhered to.
• Ensure 100% KYC compliance on all accounts opened and account updates
• Ensure control lapses highlighted during the branch checks are regularized
• Ensure that daily General Ledger reconciliations at the branch are accurately prepared, submitted and outstanding items cleared within the business rules.
• Follow up on and ensure closure of all customer service, administration and IT issues raised by the branch team are resolved in a timely manner.
• Ensure adherence to the risk management framework in identifying, Controlling, monitoring and reporting risk.
• Ensure that all branch assets and other infrastructural facilities are adequate, functional, safeguarded and able to support the business objectives as well as complement the corporate image/identity.
• Ensure effective and efficient service delivery to customers .
• Ensure that all systems(Money transfer, Utility payments, Card registration and generation ,Biometric Banking, Core Banking system etc) required for effective service provision are up and running and follow up to closure if any is missing.
• Ensure customer complaints are captured in Navision, reported and promptly addressed .
• Ensure staff optimization for effective service delivery.

Minimum Education Qualification:

• First degree or its equivalent in any discipline.

Experience

• At least 2 years in branch operations
• Experience in sales and cash handling will be an added advantage

Required Competencies (Knowledge, Skills & Abilities)

• Possess good interpersonal/communication skills
• Demonstrate an understanding of basic electronic banking trends and developments
• Receptive to alternative views, open minded, flexible and adaptable
• Basic accounting knowledge
• Willing to delight customers, above and beyond the call of duty
• Has intimate knowledge of the customer’s needs
• Has empathy for the customers situation
• Must be courteous, attentive, and patient in dealing with the public
• Excellent communication skills (is able to communicate clearly, both written and in speech)
• Possess a strong numerical skill.
• Feels comfortable handling large amounts of cash and working with computers and video terminals