Jobs at I&M Bank

JOB SUMMARY

To ensure internal controls are adhered to, provide overall leadership and direction for service delivery at the branch, coordinate operations, processes, customer services, physical structure, utilities and general administration of the Branch. To ensure a conducive business environment for staff and customers.

MAJOR DUTIES & RESPONSIBILITIES

• Participate in the development of the Bank’s corporate strategy and act as support to the Branch Manager.
• Co-ordinate and supervise all operational units and ensure strict compliance with regulatory standards and policy.
• Supervise the administration of the vault through effective treasury management and maintain cash holdings within the approved limits
• Ensure DORO reviews, transaction errors are timely resolved and are kept within the approved error rate.
• Ensure that the Branch’s 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 that the branch is open and ready to conduct business each day one time and that it’s balanced and out of the system within one hour after closing time.
• Conduct regular reviews of branch operations in order to ensure that standards are maintained and improved upon.
• Authorise transactions in line with delegated authority while ensuring the due diligence, accuracy and accountability. 
• Ensure branch commissions and fees are recovered in line with the relevant tariff guide.
• Ensure prompt settlement of all rates and dues related to the branch as well as remittance of all relevant taxes.
• Ensure proper and accurate maintenance of mandatory registers and files.
• Ensure safe custody and confidentiality of branch records and securities from unauthorized agents by enforcing strict access to rights and back office.
• Carryout review of General Ledger and submit bank report to Head Office on timely basis and without outstanding items for more than 3 working days.
• Ensure adherence to the risk management framework in identifying, controlling, and monitoring and report risk.
• Co-ordinate activities to ensure that current operations, practices and processes are in alignment with the best practices.
• Ensure ATM uptime is maintained at 95% and reconciliations are up to date.
• Being obsessive about excellent service through ensuring customer service culture amongst staff and fully embedding customer centric propositions.
• Define performance goals for teams and monitors/evaluates achievement of such goals on a regular basis.

Minimum Education Qualification:

• First degree or its equivalent in any relevant discipline
• A post graduate or professional qualification will be an added advantage

Work Experience

• Minimum of 4  years cognate experience, of which at least 2 (two) years must have been spent in a supervisory capacity

Required Competencies (Knowledge, Skills & Abilities)

• Possess excellent interpersonal skills
• Knowledge of I& M Bank Uganda ’s product and service offerings
• Ability to communicate clearly and within context
• Demonstrate an understanding of basic electronic banking trends and developments
• Receptive to alternative views, open minded, flexible and adaptable
• Knowledge of basic products and services of the Bank as well as those of competitors
• Possess understanding of key financial indicators/measures for the industry
• Highly Customer Centric
• Has intimate knowledge of the customer’s needs

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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

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PURPOSE:

The role is responsible for handling cardholder queries, correspondences and complaints on matters relating to card operations, card dispatch, Courier management and associated service offerings in line with established bank service level standards, procedures and customer service charter.

PRIMARY RESPONSIBILITIES:

• Attend to queries received from cardholders on all matters relating to all card products, account operations and associated service offerings.
• Logging in and tracking of all cardholder received queries and disputes and follow-up with respective stakeholders to ensure the issues reported therein are promptly addressed and appropriate feedback shared with cardholders.
• Face to face meeting with walk-in cardholders to discuss and address matters relating to their account operations and any other service offering.
• Management of all card account maintenance requests regarding static data maintenance and account status management as requested by the cardholder, verified, and approved by the unit supervisor
• Coordinate with respective bank stakeholders to ensure cardholder statements are properly generated on the respective card billing dates and successfully sent to cardholders through email.
• Receipt of cards from the personalization agent, package with associated cardholder stationery and distribution through the bank branch network using the established delivery channels or via bank approved courier.
• Notification and continuous engagement of cardholder to collect their cards and PINs once processed and support the Courier on the dispatch process.
• Engage branches, cardholders and systems support staff to ensure card activations are promptly processed and advised to cardholders within the established TATs
• Reconcile all cards received from the personalization vendor against embossing records as shared by the Card Production unit to ensure all and only bank approved and processed cards are personalized by the vendor.
• Ensure monthly Autopay for all credit card products is run of the stipulated date.
• Daily update of FX rates on card management system.
• Timely escalation of challenges, risks identified to the supervisor.
• And any other role assigned by Supervisor or Senior Manager Card Operations.
• Uphold the bank Imara 2.0 strategy and be a change maker as per the Pamoja narrative.

PERSON SPECIFICATIONS

Academic Qualifications

• Bachelor’s degree in a Business related field from a recognized institution

Experience

• 5 Years’ experience in Customer Service position in a financial institution

Generic Competencies

• Good business communication (written and verbal) skills
• Must have a good time management skills
• Should have a good interpersonal skill and be able to interact with all levels of personnel within and outside the Bank.
• Proficiency in the use of computers – Ms Office, relevant banking software.
• Good Problem Solving and analytical skills