Branch Operations Manager

Job Purpose:

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.

Main Responsibilities and Accountabilities:

• 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.
• Ensure Physical checking of ATM is done daily.
• Check and authorize clearing cheques scanned/posted to the system. g) 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 served on the counter.
• 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.
• Ensure that all lending documentation are reviewed and documentations are fulfilled prior submission to credit and COPs. To eliminate discrepancies.
• Daily review of GLs and sundry accounts.
• Daily review and checking of the daily management reports.
• Perform any other duties or responsibilities consistent with the role as assigned by management.

Education:

Bachelor's degree in business or any university degree in related field.

Professional / Technical Qualifications / Diplomas:

Banking Diploma preferred.

Experience:

Minimum 5 years of experience in the Customer Service department of a bank.

Other Skills Required for the Job:

Knowledge of the bank's 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 skill.