Operations & Service Manager - Retail Banking Group

What You’ll Be Doing:

Operational Excellence:

• Ensure all transactions comply with internal procedures and regulatory guidelines
• Manage branch cash operations and optimize cash handling effectively
• Oversee administrative tasks with accuracy and timeliness.
• Maintain Business Continuity Plans and ensure staff are trained and prepared for disruptions.
• Ensure proper display of regulatory signage, tariffs, and exchange rates in the branches.
• Manage branch cash and optimize cash management to ensure operational efficiency.
• Ensure updated BCP escalation matrix, Call tree, emergency contact list is displayed on Branch display board
• Be the Joint Custodian of till cash for the tellers, main vault and ATM/EDMs

Customer Service:

• Deliver high-quality service and resolve customer queries effectively.
• Provide process training to staff
• Promote cross-selling and monitor team performance and conversion of leads.
• Review service audit reports and implement improvements.

People Management:

• Set performance objectives, conduct evaluations, and identify development needs.
• Provide coaching, guidance, and motivation to team members.
• Conduct regular training, including counterfeit detection for cash handlers.
• Ensure proper handover procedures during staff leave or rotation.
• Ensure Service Audit Reports are discussed with the team members and suggest ways of improvement to enhance service experience

Risk & Compliance:

• Submit Key Risk Indicators quarterly.
• Implement risk mitigation strategies and escalate issues as needed.
• Ensure adherence to Standard Operating Procedures (SOPs) and regulatory requirements.
• Discuss the updates on Operating Procedures and Advisories and ensure team members are always compliant
• Complete daily Key Control Checklists

What We’re Looking For?

• Behavioral Competencies: Analytical Thinking, Motivational Support, Teamwork, Initiative, Staff Development
• Functional Competencies: Performance Management, Customer Orientation, Persuasive Communication, Influencing Skills, Process Adherence
• Manage transactions with customers using cash registers
• Scan goods and ensure pricing is accurate
• Collect payments whether in cash or credit
• Issue receipts, refunds, change or tickets
• Redeem stamps and coupons
• Cross-sell products and introduce new ones
• Resolve customer complaints, guide them and provide relevant information
• Greet customers when entering or leaving the store
• Maintain clean and tidy checkout areas
• Track transactions on balance sheets and report any discrepancies
• Bag, box or gift-wrap packages