Branch Service Manager at Stanbic IBTC

To ensure smooth day to day operational activities in the branch. To provide leadership in service quality and operational excellence to the staff. To ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources

Key Responsibilities

• Ensure that communication with customers is of a consistently high standard.
• Identify major risks affecting the support function and ensure that the necessary steps are taken to measure, monitor and control these risks.
• Control all aspects of asset custodianship and ensure that correct routine procedures are followed at all times.
• Ensure that procedures regarding the control and movement of cash are adhered to.
• Lead and manage subordinates, providing guidance and coaching where required and ensuring that staff members maintain courteous attitude towards customers and that behavior and image is one of professionalism.

Qualifications

• University Degree

Experience Required

• 5-7 years exposure to branch banking environment is preferred, vendor relationship management, project and stakeholder management. Knowledge and a good understanding of the ATM end-to- end operations value chain, SLA establishment and management, physical and cyber security requirements for ATM infrastructure, procurement, cash forecasting, 

Behavioural Competencies:

• Adopting Practical Approaches
• Checking Things
• Developing Expertise
• Directing People
• Embracing Change
• Establishing Rapport
• Exploring Possibilities
• Interpreting Data
• Making Decisions
• Meeting Timescales
• Producing Output
• Upholding Standards

Technical Competencies:

• Analysing and Interpreting Information
• Banking Process & Procedures
• Client Knowledge
• Client Retention
• Continuous Process Improvement
• Risk Awareness