KPA (KEY PERFORMANCE AREAS

KEY RESPONSIBILITIES

A) In Branch Support

·         Test branch screen operations – ensure that Branch Screen content is properly displayed and that QMS system callouts are audible.

·         Ensure all 24 hour service devises serviced and operational

·         Identify and escalate any customer complaints or customer experience anomalies that require special/managerial action.

·         Installation of all relevant marketing material (posters, client feedback QR code stands, etc.) for the 24 hour service area

·          ATM & Device custodianship – available for after hours callout

·         Relief Vault Custodian

B) Customer Education and Migration

·         Determine customer needs and direct customers to correct digital solutions or service points.

·         Pro-actively engage and encourage customers to migrate to digital solutions.

·         Assist customers to navigate new and existing digital channels.

C) Information Collation, Analysis and Reporting

·         Collates information on value, variation and failure of all digital systems in the branch in order to contribute to development of corrective/mitigation efforts.

·         Adhoc