Assist the customers in completing the required formalities.
Ensure continued compliance.
Ensure the CSAs are calling the customers as part of marketing.
Ensure the control function checklists are completed daily by jobholder.
Ensure completion of all financial and non-financial transactions / amendments.
Ensure the fax instructions are received in good order by the Fund Transfer Unit and forwarded all the original instructions
Responsible for premises issues and control branch registers (Key, physical, dispute & dispatch registers)
Custodian of vault cash, managers cheques & rechecking of teller activities -Responsible for branch opening and closing.
Promotion of self-service channels by educating customer to use ATMs, POS, Call Centre, SMS, IVR, Bank Direct etc.
Receive customer complaints and liaise with appropriate departments and ensure resolution
Monitor incidents of Money Laundering while opening the new accounts and daily transactions.
Supervision of Subordinates
Organise and supervise the activities and work of subordinates to ensure that all work within a specific area of the activity is carried out in an efficient manner which is consistent with operating procedures and policy.
Provide on-the-job training and constructive feedback to subordinates to support their overall development.
Budgets and Plans
Contribute to the preparation of the budget and monitor financial performance versus the budget so that the business is aware of anticipated costs / revenues and areas of unsatisfactory performance are identified.
Branch Value Proposition
Check, monitor branch literature displays / branding instrument, and request installation of new materials (if necessary), in order to ensure compliance against set CBQ branch guidelines.
Recommend manpower staffing for branch team under this position’s area of responsibility based.
Manage and supervise all operational activities occurring within branch premise.
Review and recommend credit facilities within the bank policy.
Branch Performance Management
Motivate employees and ensure their performance is evaluated according to policies and procedures, in order to drive performance culture within CBQ branch team.
Branch Customer Service
Receive, allocate and inspect CBQ branch customer complaint and query management.
Implement branch initiatives to promote self-service channels by encouraging staff to educate customer use of alternative channels.
Branch Capability Building
Conducting recruitment for new employees when needed and arrange trainings.
Coach, give feedback and review capability of branch staffs.
Create periodic and or ad-hoc reports for branch manager, in order to provide visibility on the team’s achievement against established business target.
Lead and direct the management of change through continuous improvement of departmental systems.
Policies, Systems, Processes and Procedures
Develop and oversee the implementation of functional policies, procedures and controls.
Quality, Health, Safety, and Environment
Ensure compliance to all relevant quality, health, safety and environmental management policies, procedures and controls across the department.
MIS and Reports
Ensure that all departmental reports are prepared timely and accurately and meet CBQ department requirements, policies and standards.
Performance and Analytics unit
Product and Digital banking unit
PIC of Marketing team
PIC of Operation team
Marketing and Event Agency
External Auditor & Compliance
Adaptability / FlexibilityCreativity / InnovationDecision Making / JudgmentDependabilityInitiativeIntegrity / EthicsPersonal OrganizationPlanningProblem Solving / AnalysisProcess PRIME postings manuallyProcess transaction vouchers received from various Departments (internal)ProductivityQualityReceipt and verify the posting and payroll documents receivedResults FocusSelf DevelopmentSense of UrgencyStrategic Thinking / ManagementSummaryVision and Values
Bachelor’s Degree, preferably in business administration, finance, economics or a related subject