Branch Operations Officer at Nawiri Sacco

Duties of a Branch Operations Officer

• Business Development
• Understand branch business growth targets as negotiated with regards to branch balance sheet and profit and loss accounts.
• Assess market conditions and identify current and prospective branch opportunities.
• Identify potential members for recruitment and cross-sell the SACCO’s products and services.
• Develop, maintain and follow through a robust pipeline of branch opportunities.
• Be proactive and build relationships with key persons of influence persons, institutions in the marketplace.
• Project the SACCO’s image and live the prescribed values.
• Teller and Member Service Tasks
• Resolving issues escalated by teller from difficult customers
• In charge of treasury at the branch
• Induction of new tellers at the branch and ongoing training of the branch tellers
• Attend to cheque encashment and withdrawals in all accepted currencies according to laid-down procedures.
• Accept cheque and/or cash deposits in all accepted currencies, according to laid down procedures.
• Attend to change transactions.
• Assist with finalizing cash transactions captured by officers who do not operate tills.
• Ensure that cheques included in deposits are checked in terms of Duty of Care obligations.
• Ensure that all items cashed are within laid-down limits and refer all transactions exceeding limits to the appropriate persons for authorization.
• Ensure that items cashed are technically correct and signed, according to laid-down instructions.
•  Attend to value transactions, e.g. Financial Transfers etc, according to laid down policies and procedures.
• Cash Control
• Comply with all KYC policies and procedures with regards to identification of members during service delivery.
• Adhere to all laid-down policies and procedures regarding the handling, locking away and security of cash are adhered to.
• Comply with cash limits at all times.
• Teller Supervisory duties
• Ensure tellers comply with safety measures and that they maintain minimum amount of teller cash.
• Interact with management to stay advanced on bank developments and initiatives.
• Approve cash withdrawals overrides on authorization limits.
• Guide teller staff on complex transactions.
• Ensure compliance of tellers with audit, bank and regulatory policies.
• Ensure tellers provide outstanding customer service.
• Ensure teller staff training in customer service, product knowledge, operations and transaction processing.
• Schedule teller shifts and lunches to guarantee branch coverage.
• Balance cash daily and report any promptly report any variation.
• Compliance
• Comply fully with legislations, rules and regulations, policies and procedures in relation to including Anti-Money Laundering and proceeds of crime, Cash handling, KYC to mention but a few. Keep abreast of new regulations, policies and procedures and trends in the market with regards to cash handling and operational risks

Customer service:

• Carry out regular survey to monitor customer/member satisfaction.
• Resolve customer/member complaints fully. In the cases of escalation seek advice from your supervisor.
• Create a communication system that transcends the organization and customers to promote conducive working relations.
• Keep an up to date complaint register and keep track of complaints in order to take appropriate action.
• Provide the members with the highest quality of sought services.
• Perform any other duty as may be directed by your supervisor.
• Human and Culture of Performance
• You will train, mentor and coach other Staff taking positions as Tellers
• Carry out your duties with integrity and promote and live the prescribed corporate values.
• Strive to achieve your negotiate performance targets at the branch.
• Management and Reporting
• Your Branch Manager is the overall lead at the Branch. The Branch
• Manager assigns you your immediate supervisor.
• Submit accurate daily and weekly performance reports as may be required and negotiated with your supervisor(s)

MINIMUM QUALIFICATIONS.

• Must be a holder of CPA Part 2.
• A Diploma in Business /Co-operative Management will be an added advantage.
• Must have attained C + (Plus) in KCSE.
• Must be computer literate.
• Must be mature and demonstrates high level of honesty and communication skills (oral and written).
• Understand Sacco policies and procedures.
• Minimum 1 year relevant experience.