Regional Branch Operations Manager Job at SBM Bank

Strategy Implementation – 20%

• Participate in the development branch operations strategy aligned to the overall Bank’s operations strategy.
• To develop annual plans for operations support functions in line with the banks strategic objectives.
• Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
• Reviewing operations within the region and report all events that have risk exposure potential.
• Ensure branches to uphold high operational standards through total compliance to policies and procedures.
• Ensure branches implement the key deliverables in new initiatives relating to branch operations and service delivery.
• Compile and report on all frauds and forgeries in branches in the region within the agreed timelines in accordance to policy.co-ordinate the regional branch network resources and ensure optimum utilization.
• Ensure total implementation of operations policies in the branches and 100% compliance with the same.
• Implement the approved framework for SBM Bank – Branch Operations.
• Formulate policies and procedures for new products and review the obsolete processes and procedures to support business.
• Ensure 100 % compliance in Revenue collection and operational cost management.

Service Delivery – 30%

• Ensure the branch network support by head office units to deliver excellent customer experience and work towards bridging the gaps through improved processes, procedures and service delivery standards.
• Staff training within the region on the impact and responsibilities related to compliance and customer service requirements.
• Ensure assigned branches comply with operations and service delivery procedures, standards and controls in line with the bank policy guidelines.
• Consult with the region to provide feedback and opinions with regard to new projects/processes/initiatives based on various requirements in specific areas and customer needs/feedback.
• Provide customer satisfaction through operational effectiveness, efficiencies and complaints resolution.
• Ensure all branches are adequately staffed and assist in handling grievances and disciplinary cases within the region.
• Initiate and organize meetings for regional branch operations management with a focus to ensure service standardization, collect feedback, address complaints and enhance team work.
• Drive and monitor the branches operations’ setup and performance.
• Ensure implementation and strict adherence of the approved Standard Operating procedure and processes.
• Monitor and ensure strict adherence to Bank SLAs’ and stipulated TAT and ensure to achieve high level of customer satisfaction as per the Bank’s customer service standards and guidelines.
• Co-ordinate with Central Operations and other support units to ensure seamless processing and uniform customer experience across all branches.
• Ensure braches have up to date tools and equipment to support seamless operations and service delivery.
• Monitor and ensure system uptime ,more so ATM ,Core banking and other alternate channels and escalate, follow up and ensure resolution as per SLA.
• Drivers of uptake and usage of customer relation management systems (CRM)in branches.
• Ensure timely resolution of CRM cases and advise customer experience on branch operations procedures, train ne staff on CRM.
• Root cause analysis on issues raised across the branches through customer relation management system(CRM).

Compliance – 30%

• Ensure Zero non-compliance to banks processes and procedures across the branches on all compliance and audit parameters.
• Advise bank management on appropriate action in relation to non-compliance (To address the gaps).
• Ensure Zero Operational Loss.
• Ensure 100% collection of income.
• Ensure review of the transaction journal on a daily basis.
• Coordinate and ensure risks are proactively managed through embedded process of identifying. Assessing. Mitigating. controlling, monitoring and reporting events that have risk exposure potential.
• Ensure all internal accounts are reconciled in a timely manner and in line with the bank policy.
• Maintain focus on ethical conduct in the branch operations at all times in order to safeguard and enhance the banks reputation for integrity transparency and accountability.
• Ensure compliance to anti-money laundering policies and procedures as guided by the operations and AML/KYC guidelines.
• Conduct branch compliance assessments on a monthly basis.
• Branch surprise checks and reviews to ensure continuous adherence to bank policies and procedures.
• Develop and Review branch risk self-assessment tools, monitor and ensure closure of risk exposure raised.
• Advise to management on emerging threats and risks for corrective action or possible actions to mitigate this.
• Thorough the branch management ensure adherence to policies and processes and procedures to enhance internal controls to reduce fraud and forgeries on day to day basis.
• Prepare and submit required management reports in a prompt manner.
• Coordinate collation and submission of ad hoc reports to Senior Management.
• Ensure branch opening and closure is done as per the set guidelines.
• Ensure safe keeping of bank documents, through development and implementation of document archival and retrieval process.

People Management – 20%

• Manage and supervise the Service Delivery Managers.
• Set performance objectives for branch operations staff.
• Monitor performance and appraise operations in tie with the set objectives.
• Manage non performing staff through performance improvement programme and make recommendations to senior management and HR on appropriate action.
• Identify top talent and create a talent pool.
• Advise HR on optimal staff requirements based on specific branch needs.
• Manage Staff Rotation.
• Develop a training curriculum for branch operations staff i.e. tellers, senior operations officers, service delivery managers and customer service teams.  Ensure continuous and refresher training for branch staff both classroom and online.
• Develop all branch operations staff through on the job training and coaching.
• Motivate branch operations staff to achieve high levels of performance.
• Review all disciplinary issues and in liaison with branch management make appropriate recommendations to HR to ensure effective fair and timely disciplinary resolutions.
• In liaison with training managers ensure to undertake quality assurance on implementation of training.
• Ensure staff work place is safe and work with the relevant departments to address any concerns raised.

REQUIREMENTS

Other Skills and Competencies

• Planning and Organizing.
• Deciding and Initiating Action.
• Leading and Supervising.
• Adhering to Principles and Values.
• Analyzing.
• Delivering Results and Meeting Customer Expectations.
• Following Instructions and Procedures.
• Coping with Pressures and Setback.

Supervision required in the job, if applicable:

• Plans the work of subordinates
• Assigns work to subordinates
• Monitors reportees work performance
• Appraises/evaluates reportees performance
• Developing processes that support changing customer needs and advancement in technology.
• Staff redeployment, matching skills with available job opportunities and roles for high staff productivity.
• Staff performance appraisal.
• Monitor and queries/feedback raised on Customer relationship management system(CRM).

Contacts and Relationships

Internal Contacts (e.g: other jobs within the organization etc):

• Branch Managers
• Customer Experience advisors in the region
• Business Development staff in the region
• Central office support Staff;HR ,Finance,IT,Treasury,Payments ,Clearing,Cash Centre
• Compliace, Risk & Audit

External Contacts (e.g: suppliers, contractors, industry stakeholders etc):

•  Security-G4S Security team
• Archival Team-Metrofile