Responsible for leading the business and customer services objectives of the Department with a view to achieving/exceeding the budgetary targets and complying with the customer services norms and service level agreements.
- Participate in preparing branch business plans and budgets.
-Forecasting business volumes, set performance standards based on overall growth, prepare business case for capital expenditure, request additional human resources, monitor actual performance against targets and actual performance in previous year and identify main variances, shortfalls and areas to be improved.
- Achieve business goals and yearly budgeted targets.
-Achieve all the targets like, asset products, liability products, fee and exchange income, cost control via review all branch financial statements, NPA in coordination with RM office, and Consumer loan recovery department, achieve E-channels targets, Branch profitability, identify and refer business opportunities to other department (SME, Corporate baking, Priority Banking).
- Improve customer service levels at the branch.
-Monitor customer service standards and branch service level agreements to maintain high standards of customer service and take corrective actions as appropriate.
-Control and prepare for the mystery shopping, complain tracking.
-Meet VIP customers of branch individually and in group and address their requirements/suggestions
- Ensure all branch activities/transactions are executed in line with the Bank’s operational policies/procedures.
-Check All assigned operational reports
-Ensure surprise checking of cash, ATM, CDM.
-Ensure reconciliation of GL accounts and security stationery.
-Ensure Audit rating of the branch is Green.
-Ensure all suspicious transactions/customers are reported to compliance Dept. as per AML polices.
- Approve transactions in the system within assigned authorization limits
-Overdrafts, Consumer loans, Credit Cards, Auto loans, Housing loans, Insurance products, Reversal entries.
- Perform various human resource management and administrative activities.
-Assign KRA and targets to branch employee.
-Provide periodic performance review and feedback.
-Conduct annual performance appraisals and feedback.
-Complete competency gap analysis/learning needs analysis to develop staff.
-Ensure leave planning (as per HR polices).
- Liaise with RM office and HO department.
-Timely submission of reports/information to RM/HO departments.
-Participate in periodic meetings with RM/HO dept.
-Proper communication of bank polices/circulars/memos to branch staff.
-Organize and manage monthly meetings with branch staff.
- Maintain safety and security of all tangible assets of the branch.
-Ensure smooth running of the branch and its equipped with all resources.
-Ensure upkeep of the branch furniture, vehicle, equipment, ATM, CDM,..etc
-Ensure proper maintenance of the branch keys.
- Represent the Bank in local community
-Maintain cordial relations with governmental and other regulatory agencies in the local area to project the right image of the bank and grow business.
-Identify and organize events and promotions
* COMPUTER:
* MANAGEMANT