Branch Sales & Services Manager - Fidelity Bank

KEY RESULT AREAS

• To maximise profit and to supervise the operations of the Branch in conformity with the bank’s operational manual
• To deliver sales targets of the Branch
• To ensure that all sections within the Branch functions run efficiently to meet service standards for both internal and external customers
• To establish and review key operational risk indicators and formulate action plans to minimize the Branch’s exposure to fraud and losses
• To establish operational goals which are challenging in the improvement of :
  • Operational Cost
  • Service Quality
  •  Controls  
  • Customer Service
• To check and control hygiene of the Branch, working and safety conditions and oversee premises, building, equipment and Branch Security 
• To be responsible for the re-engineering of the branch processes to improve customer service and cost-effectiveness and control of performance targets.
• Ensure that effective documentation is in place, in the form of user quotes and branch operating instructions, for existing systems and future systems.
• To ensure that the Branch does not obtain an adverse audit grade.
• To ensure that the Branch suspense accounts are always balanced 
• To be responsible for the appraisal of operations staff in the Branch
• Keep abreast of local competitors' activity and make recommendations on internal pricing, promotion and product policies 
• Any other duties that will be assigned by the Head of Domestic Operations.

PEOPLE MANAGEMENT

• Supervises immediate team members to ensure that time, quality and other set standards are achieved
• Interprets Conditions of Service to immediate team members
• Appraises the performance of immediate team members and reviews those for lower-level staff
• Identifies training needs of immediate team members and recommends appropriate training for them.
• Administers disciplinary measures to immediate team members by the Bank’s disciplinary code and procedures

RISK AND COMPLIANCE

• Ensure prompt and adequate compliance responses to Sanctions and AML/CFT enquiries sent in by the Compliance department
• Take part in all annual mandatory refresher training organised by Compliance
• Report all suspicious or fraudulent activities to Compliance or via a whistle-blowing toll-free line.
• Signs off all PEP accounts and the Combined Risk Framework.

 COMMUNICATION AND WORKING RELATIONSHIPS 

• Head, Domestic Operations
• Director, Retail Banking
• Director, Banking Operations 
• Deputy Managing Director
• Managing Director
• Peers in industry
• External auditors
• Central Bank