Branch Service Manager at Polaris Bank Limited

Who we are looking for:

We are looking for candidates that will ensure good customer management and increase customer base/ business volume through quality service delivery and sales.

Reporting Relationship

•  Reports to:    Regional Branch Coordinator
•  Supervises:    Cash Officer, Head Customer Service and Head, Transaction services

Responsibilities

• Ensure effective/efficient implementation of bank-wide policies with respect to branch customer services
• Coordinate activities of the service delivery team
• Ensure adherence of team members to the bank’s service charter, policies and procedures
• Execute sales for all consumer banking products of the Bank
• Promptly resolve customer issues and complaints on customer service related matters
• Oversee and monitor standardization in customer service delivery across the branch especially retail customers to ensure consistency of service delivery bank wide
• Provide feedback to Branch Coordination on the activities and service delivery status in the branch
• Ensure the maintenance of a suitable ambience in the Banking Hall
• Review customer account opening documents for completeness
• Ensure efficient service delivery on customer account management activities – account opening, cheque printing, standing orders, etc
• Maintain safe custody of cheque books, customers’ files and signature cards
• Provide other units/branches with customer related information
• Manage the issuance of customers monthly account statements
• Evaluate the level of customer satisfaction through the conduct of surveys and initiate corrective measures to address issues observed
• Review all processes within the service area and suggest improvement opportunities
• Ensure effective / efficient implementation of bank-wide policies with respect to branch operations
• Ensure proper documentation of all branch transactions and authorise transactions above limits of Transactions Officers and Cash Officer.
• Receive inward clearing box from the Head of Central clearing
• Ensure cheques paid through clearing are properly authorized and covered by sufficient account balances
• Identify overdrawn accounts and liaise with Business Development Manager to approve or reject overdrawn cheques 
• Supervise counting of vault cash and verify agreement with cash register
• Ensure adequate float is maintained for all cheques presented for payment through clearing
• Perform end of day balancing to ensure all cash/cheques are posted correctly and appropriate accounts balanced
• Process clearing cheques for onward transmission to Head Office or payment into appropriate customer accounts
• Ensure all remittances, returns and reports due to Regulatory authorities, Government agencies and departments are done promptly and efficiently.
• Prepare regular management reports to the Regional Co-coordinator based on up-to-date financial information on branch position and performance to facilitate management decision making   
• Ensure all GLs within the branch are proofed as at when due
• Perform end of day balancing to ensure all transactions are processed correctly and appropriate accounts balanced
• Ensure adequate charging of commission on services (e.g. NITEL, shares, VAT, drafts) and remittance to appropriate quarters
• Verify and process Western Union transactions at the branch
• Supervise activities of operations staff to ensure efficient service delivery
• Monitoring of fixed Assets in the branch

Preferred skills and experience/Requirements

• Excellent Customer Account Servicing/ Management skills
• Good knowledge of accounting and banking operations (Domestic & International Operations)
• Excellent customer relationship management
• Sales and Marketing skills
• Knowledge of banking products
• Good negotiation, problem-solving and conflict resolution
• Good knowledge & understanding of banking operations (Domestic & International Operations)
• Good knowledge of core banking application (Flexcube)
• Good products knowledge
• Process management and documentation skills
• Good communication skills (oral & written)

Educational Qualification

• University degree. Any additional qualification will be added advantage

Work Experience

• Minimum of 5 years in Branch Services Operation (Customer Service, Transaction processing and Tellering)