Job Description

Press Tab to Move to Skip to Content Link Ensure that all audit findings and issues are closely followed up: prepare an action plan to close pending items, with clearly defined responsibilities and closure dates, as preparation for future audit visits. Maintain close follow-up with branches and other departments, and escalate any critical or important issues to the Manager - Quality Assurance. Ensure all staff at branch level are fully aware of the updated SOPs, mitigating risks, and have full awareness of bank policies as well as credit policies to reduce rejection/declined cases (PL, CC, Accounts opening, etc.). Arrange training if required. Ensure all staff are up-to-date with product knowledge. Consolidate pending items in audits, ORC feedback, and spot check reports. Maintain a mandate register for customer complaints, feedback, and service levels. Assist in establishing training requirements and analyzing training needs. Assist with staffing level assessments and provide reports on area needs for improvement. Key Accountabilities Quality Operations & Quality Service: Ensure all branch staff strictly adhere to: Standard Operating Procedures (SOPs) Credit risk procedures & policies Anti-Money Laundering Procedures (AML), updated with the latest guidelines Ensure new acquisitions by branches are KYC compliant, coordinating with Risk to review KYC at branches Provide high-quality service to customers by branch representatives, improving Turn-Around-Time (TAT) Support branch staff in reducing rejects of loans, credit cards, & CASA applications by providing clear processes Monitor SLAs to ensure TAT and other targets are met Ensure local regulatory compliance functions are in place and properly monitored Regularly check that custodian registrations are updated and stocks of security items (PIN mailers, returned cheques, cheque books not delivered, etc.) are handled as per bank security policies Ensure proper handover procedures when staff leave (annual leave or absence), with registers maintained under the supervision of the branch manager Manage business risks and controls effectively Ensure compliance with the code of conduct Handle cash in the teller area properly, maintaining cash limits and transferring large amounts to the safe as per policy Other Accountabilities Audit and Control Review: Follow up on audit findings: prepare action plans with responsibilities and deadlines, coordinate with branches and departments, escalate critical issues to Manager - Quality Assurance Act as a key liaison between internal audit, control & risk departments, branches, and top management HR Assist in defining training requirements for branch staff Monitor staff holiday schedules to ensure adequate coverage Monitor customer visit numbers to assist in manpower planning Job Context Achieve high-quality business outcomes while maintaining high standards of customer service professionalism through proper guidance and review of bank SOPs, TAT, and processes. Education Graduate Degree Experience and Skills Skills: Leadership and training skills to lead and train branch staff as required Clear and precise communication skills Work Experience: Minimum 3 yearsaEUR(TM) experience in banking, with at least 2 years in retail banking, retail operations, or quality assurance Additional foundational skills include compliance, customer service, product knowledge, relationship management, process improvement, core banking systems, organizational capability, change and innovation, problem-solving, results orientation, and teamwork, all at a basic proficiency level. #J-18808-Ljbffr