Branch Service Manager
PremiumTrust Bank
Lagos
Lagos
5 years experience
103 applicants
Negotiable
Expired! Posted 11 months ago
Job description
- 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
- 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)
- University degree. Any additional qualification will be added advantage
- Minimum of 5 years in Branch Services Operation (Customer Service, Transaction processing and Tellering)
- Must be between the age range of 30 - 36 years