Senior Manager, Branch Service and Operations at HF Group

Overall Job Purpose

The Senior Manager, Branch Service and Operations will be responsible for overseeing Branch Business operations, service standards, risk management, process implementation and reviews

Principle Accountabilities

• Cash control /management across the branches- Monitor branch cash holding trends, ensure daily cash limits remain within approved limits consistently and are balanced, ensure cash incidents from branches are responded on time.
• Branch operations expense management.
• Performance Management- Ensure targets are achieved for key Branch Operations related metrics (e.g Frauds, Operations, Loss, Audit reviews etc)
• Overall Branch Net Promoter Score (NPS).
• Development and Re-evaluation of Branch operations manuals and process improvements.
• Central reconciliation’s, checks and management of branch suspense accounts.
• Regulatory and compliance reporting of Branch Operations related activities.
• First escalation contact for portfolio branch emergencies /incidences e.g offline, blackout, IT issues etc -follow up with the responsible departments to provide speedy solutions.
• As a custodian of the BCPs for branches – Work with Business Continuity coordinator to formulate recovery strategies (Disaster Recovery & BCP plans), raise awareness of BCP within branches and coordinate periodic tests of the BCPs for branches.
• Handle routine requests from branches seeking confirmation and oversee authority for destruction of obsolete items/ records/ cards.
• Approve daily requests for cash holding limit breaches for branches.
• Responsible for monitoring of service level agreements between branches and internal departments, manage cases of non- compliance to internal SLA’s and escalate to Head of Branch Business

Minimum Qualifications, Knowledge and Experience

• A business related university degree from a reputable institution.
• A Master’s degree in a business related field will be an added advantage.
• At least 10 years experience in service and operations 
• Have a proven performance track record
• Have good knowledge of Bank products and services.

Key Competencies and Skills

• Excellent selling and  Negotiation Skills,
• Basic accounting skills and other professional qualifications such as AKIB
• Good Communication skills
• Management and leadership ability:
• Have excellent interpersonal and people management skills.
• Computer skills: Ability to use Ms Word, Excel, Access, power-point, Internet and email.
• Evidence of the ability to prioritize, organize and deliver results in a demanding environment.
• High levels of professionalism and Integrity.