JOB PURPOSE

The Customer Service Manager is responsible for the overall success of the branch’s business and operations. He/she must be committed to ensuring that the business processes, procedures, and standards that have been defined by the Bank are adhered to by all branch staff.

JOB CONTEXT

Responsible for the effective performance of the Branch, including its operational efficiency, Regulatory, Statutory, and Policy compliance, Business Continuity, and Disaster Recovery.

KEY RESPONSIBILITIES

1. Process, Controls & Branch Operations

• Supervise account opening process and ensure complete documentation and prompt scanning of account mandates as well as tracking/follow-up on deferred documents.
• Ensure that the unit has adequate allocation of resources to enable it to meet stated objectives – liaise with EBS/IT and supervisors as applicable.
• Ensure branch GL/Suspense Accounts (Clearing, WU, ATM, RT, MC, CIT, etc.) are proofed daily, weekly, and monthly (as applicable) and ageing items reviewed for timely resolution. (Any item from daily reconciled accounts that cannot be cleared after five days should be escalated to the Head, Retail Ops and copy Head Ops & Head, O & T).
• Ensure the ATMs installed or attached to his/her branch are always supplied with enough cash and service status is regularly monitored by designated staff, with non-functionality immediately reported for further actions.
• Ensure Zero Regulatory Infractions.
• Daily review of the Branch EOD reports/Transactional Journals to be sure there are no unexplained entries/debits into the branch books.
• Ensure call-over of previous day’s transactions is done on the following day.
• Ensure effective cost containment and adherence to agreed budgets.
• Ensure the branch receives a Very Good (or its equivalent) Audit Rating/Comments whenever branch operations are subjected to an Audit Exercise (Internal, External, Regulatory, Group, etc.).
• Monitor performance of Head Tellers and Tellers to ensure established policies and procedures are being followed.
• Ensure cash overages/shortages are resolved on time and reported.
• Compile reports required by management.

2. Sales & Marketing

• Maintain target market, customers, product, and service discipline.
• Benchmark operational efficiencies against best practices in the industry, local standards, and Group standards to make internal adjustments for maximum effectiveness.
• Responsible for strict cost management, including review of both direct and indirect costs generated by the branch to achieve the branch cost/income ratio.
• Establish relationships with key clients and business influencers in the local community.
• Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs, and all relevant performance indicators on a daily, weekly, monthly, quarterly, and annual basis including reconciliation with financial control.

3. Risk & Compliance

• Review and update Branch structure, process, and staff numbers in liaison with the Head of SME.
• Ensure compliance with operations risk e.g., KYC and anti-money laundering measures plus any other Group controls.
• Operate within the set expense budget on a customer-by-customer basis.

4. People & Teamwork

• Maintain customer profiles and files.
• Appraise subordinates on their performance.

5. Strategic Initiatives

• Expanding and advising new controls based on operational risk.
• Increase customer satisfaction and process TAT.
• Develop/Implement supply chain strategy.
• Implement personal planning process.

JOB PROFILE

Experience & Qualifications

• Good knowledge of the business environment, the banking industry, its direction, trends, and regulations.
• Excellent knowledge of banking operations, technology, and products.
• 5 years exposure in the Banking Industry.
• Multi-disciplinary disposition.
• Multi-tasking disposition.
• Strategic thinking and problem-solving ability.
• Satisfactory customer service disposition.
• Attention to detail.
• Ability to perform under pressure.
• Independent minded.
• Healthy interpersonal relationships.

Skills, Capabilities & Personal Attributes

• Commercial acumen
• Sales experience in a Financial Environment
• Excellent interpersonal skills
• Quick thinking and excellent problem-solving capabilities
• Excellent team management and coordinating skills
• Leadership and people development skills
• Capacity for strategic thinking
• Results-oriented and driven

• Supervise account opening process and ensure complete documentation and prompt scanning of account mandates as well as tracking/follow-up on deferred documents.
• Ensure that the unit has adequate allocation of resources to enable it to meet stated objectives – liaise with EBS/IT and supervisors as applicable.
• Ensure branch GL/Suspense Accounts (Clearing, WU, ATM, RT, MC, CIT, etc.) are proofed daily, weekly, and monthly (as applicable) and ageing items reviewed for timely resolution. (Any item from daily reconciled accounts that cannot be cleared after five days should be escalated to the Head, Retail Ops and copy Head Ops & Head, O & T).
• Ensure the ATMs installed or attached to his/her branch are always supplied with enough cash and service status is regularly monitored by designated staff, with non-functionality immediately reported for further actions.
• Ensure Zero Regulatory Infractions.
• Daily review of the Branch EOD reports/Transactional Journals to be sure there are no unexplained entries/debits into the branch books.
• Ensure call-over of previous day’s transactions is done on the following day.
• Ensure effective cost containment and adherence to agreed budgets.
• Ensure the branch receives a Very Good (or its equivalent) Audit Rating/Comments whenever branch operations are subjected to an Audit Exercise (Internal, External, Regulatory, Group, etc.).
• Monitor performance of Head Tellers and Tellers to ensure established policies and procedures are being followed.
• Ensure cash overages/shortages are resolved on time and reported.
• Compile reports required by management.
• Maintain target market, customers, product, and service discipline.
• Benchmark operational efficiencies against best practices in the industry, local standards, and Group standards to make internal adjustments for maximum effectiveness.
• Responsible for strict cost management, including review of both direct and indirect costs generated by the branch to achieve the branch cost/income ratio.
• Establish relationships with key clients and business influencers in the local community.
• Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs, and all relevant performance indicators on a daily, weekly, monthly, quarterly, and annual basis including reconciliation with financial control.
• Review and update Branch structure, process, and staff numbers in liaison with the Head of SME.
• Ensure compliance with operations risk e.g., KYC and anti-money laundering measures plus any other Group controls.
• Operate within the set expense budget on a customer-by-customer basis.
• Maintain customer profiles and files.
• Appraise subordinates on their performance.
• Expanding and advising new controls based on operational risk.
• Increase customer satisfaction and process TAT.
• Develop/Implement supply chain strategy.
• Implement personal planning process.

• Good knowledge of the business environment, the banking industry, its direction, trends, and regulations.
• Excellent knowledge of banking operations, technology, and products.
• Multi-disciplinary disposition.
• Multi-tasking disposition.
• Strategic thinking and problem-solving ability.
• Satisfactory customer service disposition.
• Attention to detail.
• Ability to perform under pressure.
• Independent minded.
• Healthy interpersonal relationships.
• Commercial acumen
• Sales experience in a Financial Environment
• Excellent interpersonal skills
• Quick thinking and excellent problem-solving capabilities
• Excellent team management and coordinating skills
• Leadership and people development skills
• Capacity for strategic thinking
• Results-oriented and driven

• Good knowledge of the business environment, the banking industry, its direction, trends, and regulations.
• Excellent knowledge of banking operations, technology, and products.
• 5 years exposure in the Banking Industry.
• Multi-disciplinary disposition.
• Multi-tasking disposition.
• Strategic thinking and problem-solving ability.
• Satisfactory customer service disposition.
• Attention to detail.
• Ability to perform under pressure.
• Independent minded.
• Healthy interpersonal relationships.
• Commercial acumen
• Sales experience in a Financial Environment
• Excellent interpersonal skills
• Quick thinking and excellent problem-solving capabilities
• Excellent team management and coordinating skills
• Leadership and people development skills
• Capacity for strategic thinking
• Results-oriented and driven