| Requirnment |
To Lead and coordinate the marketing activities of all staff within the branch, support the sustainable and profitable growth of the Bank and improve the efficiency of the branch operation and resource utilization by enhancing attraction, satisfaction and retention of existing customers through providing excellent customer service delivery.Main Duties and responsibilities:· Plan and coordinate the overall activities of the branch.· Identify and recruit potential customers and provide professional advice.· Motivate and coach the staff.· Develop and implement service delivery plans and programs to optimize service excellence and the customer experience in the branch.· Ensure proper compilation of information for loan and foreign currency requests and submission of the same to the appropriate organ for further processing and approval.· Coordinate the marketing efforts of the branch and also regulate the branch brand usage to the bank standard.· Manage customer service levels against customer expectations.· Check and sign the daily cash book jointly with the customer service supervisor.· Measure branch staff’s operational performance periodically and support branch staff in developing, managing and growing customer relationships.· Rectify discrepancies and comments reported by internal Auditors timely. · Handle correspondences and represent the Bank in social and official affairs.· Keep dual control of petty cash and vault keys of the branch.· Ensure compliance and monitoring is in place in accordance with rules, regulations and standards of regulatory organ and policies and procedures of the bank.· Counter-sign ticket originated within the branch and approves any kind of petty payments within the branch.· Ensure effective and proper utilization of resources with cost consciousness & avoid unnecessary wastages.· Work with Director-Branch Operations in establishing customer service, operational and business objectives for the Branch.· Provide input to branch operation to support performance measurement and control.· Contribute to the growth and expansion of service lines in the Branch and drive profitability and productivity of the Branch.· Receive customer complaints and take immediate actions to solve issues under one’s authority and refer to the right unit for speedy resolution when necessary. · Work on maintaining bank asset quality (NPL) reduction, giving advice on viable and sharia-compliant business activities.· Make a continuous follow-up on financings made by the branch and secures held as collateral are kept in a safe and secured manner. · Ensure and manage bank resources related to rubber stamps, headed papers, fixed term deposit agreements, Mudaraba agreement papers, chequebook stock, and CPO are properly maintained with appropriate personnel.· Maintain adequate customer service staffing level and ensure that all customer service personnel are properly trained concerning product knowledge, service delivery and communication techniques to meet customer service needs as well as business objectives.· Collaborate with Marketing and Customer Management in implementing local marketing initiatives to promote the Bank and its products and services to local customers. · Review Income and Expense Summary Accounts of the Branch, apply appropriate follow-up on controllable expenses and ensure that the Branch’s books of accounts are in balance. · Check the accuracy of daily reconciliation reports and statement of fund position on Forex and Local Currency and forward a copy of the reports to the concerned organs.· Monitor the Branchs compliance with operating policies and procedures and outside regulatory requirements, and make recommendations for changes/improvements as appropriate.· Monitor the security, maintenance and cleanliness of the branch and the branch’s properties.· Ensure branches are open and available for service on time.· Ensure branches and vaults are closed properly and on time.· Direct the proper recording and maintenance of transactions.· Prepare, review and submit various periodic and ad hoc reports including audit and inspection rectifications reports, and compliance reports regarding overall branch operations.· Keep dual control of vault and petty cash, and arrange for cash consignments by maintaining the established cash holding limit of the Branch.· Monitor the supply of cash against the signature to the cashier and make the necessary replenishments.· Sign tickets and authorize/approve daily transactions, approve opening, closing, blockage and release of customer accounts in accordance with established procedures and delegated authority.· Examine every transaction and related document and verify accuracy and legitimacy daily. · Give objective assurance of the existing policies, procedures and regulatory directives and relevant laws in the branch. · Examine and analyse the proper execution of operations of the branch in line with the work unit’s operating policies and procedures. · Communicate audit findings to Auditees to obtain their responses and prepare an action plan for final rectifications.· Review the daily audit work paper and prepare the monthly audit report.· Carry out preliminary and comprehensive special investigations on frauds, embezzlements and other issues as assigned by the management or the Board of Directors and recommend appropriate action. · Review periodic returns of the branch to verify that their financial reports truly depict their financial position.· Review and comment on customer handling and staff relationship at the unit based on observations.· Post-check the validity of tickets and daily opened accounts.· Maintain tickets, posting journal and account opening documents under his/her custody· Check the particulars of any payment and deposit tickets.· Make sure that computations, journalizing and posting of daily transactions/entries conform with operational procedures.· Take a surprise run-up of tracer and long outstanding suspense items. · Make surprise checks for cash and non-cash items.· Record and follow-up rectification of discrepancy of findings.· Keep custody of closed mandate files and closed and replaced passbooks.· Examine cash excess and cash shortage.· Check mandate files of account holders periodically.· Issue duplicate advice or document upon request of customers.· Ensure that documents in the record room are safely maintained.· Manage disciplinary concerns of the Branch’s staff. · Identify quality gaps and follow up with an action plan to address the gaps.Bachelor’s degree in Accounting & Finance, Economics and management or other Business-related fields. 3 years experience in banking/Microfinance in which at least 1 year in a supervisory role (Branch accountant or Equivalent). Full professional qualifications are desirable Specialist experience in the banking sector will advantageousMust be confident, self-starter, an independent thinker and have strong organizational, interpersonal and communication skills, team oriented.Competency and specification:· Strong ability to communicate clearly both orally and in writing· Well-organized and efficient· Good interpersonal skill· Ability to lead and coach others· Take initiative and set priorities· Ability to realize the ongoing business dynamism of the banking industry · Acting with integrity· Flexible and adapt to new business needs· Proven commitment towards the bank’s vision and mission· Understand and implement the Bank’s code of conduct and ethics· Computer literate· Good knowledge of bank accounting and Shabelle Bank procedures & Knowledge in service marketing. |