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Branch Service Manager

PremiumTrust Bank

Lagos

Lagos

5 years experience

103 applicants

Negotiable

Expired! Posted 10 months ago

Job description

We are looking for candidates that will ensure good customer management and increase customer base/ business volume through quality service delivery and sales.

Responsibilities

  • Ensure effective/efficient implementation of bank-wide policies with respect to branch customer services
  • Coordinate activities of the service delivery team
  • Ensure adherence of team members to the bank’s service charter, policies and procedures
  • Execute sales for all consumer banking products of the Bank
  • Promptly resolve customer issues and complaints on customer service related matters
  • Oversee and monitor standardization in customer service delivery across the branch especially retail customers to ensure consistency of service delivery bank wide
  • Provide feedback to Branch Coordination on the activities and service delivery status in the branch
  • Ensure the maintenance of a suitable ambience in the Banking Hall
  • Review customer account opening documents for completeness
  • Ensure efficient service delivery on customer account management activities – account opening, cheque printing, standing orders, etc
  • Maintain safe custody of cheque books, customers’ files and signature cards
  • Provide other units/branches with customer related information
  • Manage the issuance of customers monthly account statements
  • Evaluate the level of customer satisfaction through the conduct of surveys and initiate corrective measures to address issues observed
  • Review all processes within the service area and suggest improvement opportunities
  • Ensure effective / efficient implementation of bank-wide policies with respect to branch operations
  • Ensure proper documentation of all branch transactions and authorise transactions above limits of Transactions Officers and Cash Officer.
  • Receive inward clearing box from the Head of Central clearing
  • Ensure cheques paid through clearing are properly authorized and covered by sufficient account balances
  • Identify overdrawn accounts and liaise with Business Development Manager to approve or reject overdrawn cheques 
  • Supervise counting of vault cash and verify agreement with cash register
  • Ensure adequate float is maintained for all cheques presented for payment through clearing
  • Perform end of day balancing to ensure all cash/cheques are posted correctly and appropriate accounts balanced
  • Process clearing cheques for onward transmission to Head Office or payment into appropriate customer accounts
  • Ensure all remittances, returns and reports due to Regulatory authorities, Government agencies and departments are done promptly and efficiently.
  • Prepare regular management reports to the Regional Co-coordinator based on up-to-date financial information on branch position and performance to facilitate management decision making   
  • Ensure all GLs within the branch are proofed as at when due
  • Perform end of day balancing to ensure all transactions are processed correctly and appropriate accounts balanced
  • Ensure adequate charging of commission on services (e.g. NITEL, shares, VAT, drafts) and remittance to appropriate quarters
  • Verify and process Western Union transactions at the branch
  • Supervise activities of operations staff to ensure efficient service delivery
  • Monitoring of fixed Assets in the branch
Preferred skills and experience/Requirements

  • Excellent Customer Account Servicing/ Management skills
  • Good knowledge of accounting and banking operations (Domestic & International Operations)
  • Excellent customer relationship management
  • Sales and Marketing skills
  • Knowledge of banking products
  • Good negotiation, problem-solving and conflict resolution
  • Good knowledge & understanding of banking operations (Domestic & International Operations)
  • Good knowledge of core banking application (Flexcube)
  • Good products knowledge
  • Process management and documentation skills
  • Good communication skills (oral & written)
Educational Qualification

  • University degree. Any additional qualification will be added advantage
Experience

  • Minimum of 5 years in Branch Services Operation (Customer Service, Transaction processing and Tellering)
  • Must be between the age range of 30 - 36 years

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