Full Time Branch Operations Manager
Develop and manage the customer service area and cash area, provide advice / solutions based on thorough analysis of customer needs; supervise day to day functions as per the procedures laid down in the Branch Operations Manual of the Bank to ensure the delivery of quality service to customers.
Duties and Responsibilities:
Log in to the branch system and ensure that Tellers are in position at teller counters before 8:00 am each working day.
Authorize teller transactions both local and foreign currency as per delegated authority.
Ensure that cash is balanced for the tellers as well as total cash holding at the Bank at the end of the working day. Check entries passed for cash excesses or shortages if any.
Ensure optimum cash management.
Exercise joint custodianship of cash held by tellers and cash held in ATM with the main vault custodian.
Ensure that cash in ATM located in the branch is balanced and replenished with sufficient cash and that the ATM is operational at all times.
Ensure Physical checking of ATM is done daily.
Act as custodian of Cash Safe in the Vault, Pin mailers.
Act as custodian of Returned cheques and captured cards in branches with no Chief Tellers.
Deal with the assigned security company regarding delivery / collection of cash from the Central Bank and / or other branches.
Ensure that soiled notes are deposited at the Central Bank at regular intervals.
Arrange new notes stock for festive seasons.
Ensure that all staff follow the non negotiable values of the branch- greet, smile & thank.
Ensure that the branch achieves 98% on phone pick up within 3 rings and / or that the voice mailbox feature is activated; return customers calls.
Ensure that all applications are checked to achieve 95% error free status with Loans, credit card, accounts opening & fixed deposit.
Ensure that all complaints are escalated to the Customer Care Department.
Ensure staff is sent for training to upgrade their product & skills standards.
Ensure that the branch follows all established guidelines & procedures.
Ensure that staff are trained on any changes & amendments in procedures & forms.
Ensure ATM & Credit Cards & PIN codes are maintained & delivered as per procedures.
Ensure weekly balancing of Pin Mailers, IB tokens captured cards, Cheque Books credit card & return Cheque.
Ensure that procedures laid down in Operations Manual and Central Bank guidelines are followed while processing bank / customer transactions.
Monitor branch service standards in order to give quality service to customers.
Retain customers with personal efforts in the areas of complaint resolution, account operations inquiries and delivery.
Provide VIP services to all selected customers and authorize opening of all types of accounts after ensuring that all details furnished are verified.
Ensure that a control mechanism is in place
Ensure that Cheque books, Pin Mailers application requests are processed in time and monitor timely delivery.
Follow up on un-delivered Pins, Cheque books, captured cards etc
Perform any other duties or responsibilities consistent with the role as assigned by management
Desired Candidate Profile
University degree / Higher Diploma or equivalent Qualification
Professional / Technical Qualifications / Diplomas:
Banking Diploma preferred
Minimum 5 years experience in the Customer Service department of a bank.
Other Skills Required for the Job:
Knowledge of the bankrsquos operating procedures
Knowledge of Banks products and services.
Awareness of Central Bank guidelines and regulations
Communication skills in English and Arabic (verbal and written)
Customer Care skills
PC skills (MS Office, banking software)
Planning and organizing skills
Keyword: Branch Operations Manager