Key Performance Areas (KPAs)
 
1 Routine Administration
1.1 Effective management and control of cheque, investment, savings and general ledger areas to provide excellent customer service and to ensure that they comply with Banks rules and procedures in their daily operations
1.2 To provide a professional telephone service for the Branch and to ensure the effective handling of incoming and outgoing calls. To proactively and continuously deliver service excellence to customers
1.3 Management of data quality
1.4 Effective loss control management
1.5 Daily reconciliation and balancing of office accounts
1.6 Accurate cost recovery according to the Banks prescriptions
1.7 Efficient maintenance of office equipment
1.8 Checking and control of daily activities in accordance with laid down prescriptions
1.9 Proper control of face value documents
1.10 Checking of daily capturing and monthly reports
1.11 Timeous preparation and submission of statements with limited customer complains
1.12 Control of Old Records as per laid down criteria
1.13 Control of inventory as per laid down criteria
1.14 EPAC transactions
 
2 Customer focus
2.1 Provides professional customer service
2.2 Provide accurate information on the Bank’s products and services
2.3 Correct referral and direction of clients
 
3 Sales Focus
3.1 Identify cross-selling opportunities and refer such opportunities and leads to the correct person or department involved
 
4 People Management
4.1 Ensure that the right people are placed in the right positions in order to reduce workload, overtime and staff turnover
4.2 Effectively plan and conduct formal and on the job trainings to ensure that sufficient expertise are available to perform the job
4.3 Sufficient knowledge of staff and their duties to do effective evaluation in accordance the Banks guidelines
4.4 Correctly follow the directives in respect of personnel administration and ensure that documents are handed in timeously and correctly
 
5 Expertise
5.1 Adequate knowledge of Banks products and services
5.2 Adequate knowledge of Banks procedural manuals
 
6 Conduct
6.1 Abide by and uphold the Banks “code of conduct” regarding: professionalism, commitment, reliability, confidentiality, brand loyalty, behaviour in public discipline, etc
 
Core Competencies: 
• Planning & Organising 
• Quality conscious
• Control  
• Assertive
• Interpersonal Sensitivity
• Problem Solving and Analytic
• Insight/understanding 
• Delivering Results and meeting customer expectations
• Ability to work well under pressure.