Key Performance Areas (KPAs)

1.    Customer Focus

• Collaborate with Branch Administrators, Branch Managers, and other support units to ensure the smooth management of branch administration.
• Facilitate the resolution of external customer complaints directed to Banking Services.
• Collaborate with the retail banking team to ensure customer satisfaction and resolve operational issues promptly.
• Handle escalated customer compliments and complaints and ensure that service levels are maintained across all branches.

2.    Administration

• Ensure compliance with all financial laws, regulations, and policies related to retail branch administration.
• Manage and review current processes, recommend improvements, and implement revised or new processes.
• Digitalisation of current manual processes. Engagement with branches to ensure the ‘new’ way of work.
• Support data quality to enhance client-centric services by ensuring branch compliance with data quality policies.
• Analyse branch performance data and customer feedback to identify areas for improvement.
• Implement initiatives to streamline branch operations, improve customer experience, and reduce operational costs.
• Work with retail branches to improve productivity.
• Continuously review, improve, and develop reports to boost operational efficiency.
• Coordinate workflows between support units and retail branches regarding operational matters.
• Provide general guidance and support to retail branches on all operational processes.
• Ensure new branches meet all operational requirements for successful openings.
• Draft, sign off, and publish Banking Services Circulars as needed.

3.    Financial

• Actively contribute to the Pricing and Fee Committee in determining pricing strategies and optimising non-interest income.
• Identify and address revenue leakages, implementing solutions to maximize revenue.
• Collaborate with the Data Quality Team to resolve fee deviations on retail products.
• Manage the implementation of pricing adjustments, ensuring deviations remain within acceptable limits.
• Identify and mitigate risk areas in retail operations, recommending and implementing necessary changes.
• Oversee cash management activities, including cash handling procedures and reconciliation processes.
• Collaborate with finance teams to monitor and control branch expenses and ensure budgetary compliance.

4.    Strategic Partnership

• Foster effective partnerships with support units on strategic initiatives that impact the retail branch operational environment.
• Develop strong partnerships and engage with IT, People Development, COO and MAS.
• Encourage and ensure Digital Transformation throughout Retail Banking Services and branches.
• Translate the Banking Services strategy into actionable outputs.
• Support interdependent operations within the Retail Banking Services Division.
• Assist the Executive Officer Retail Banking Services with the execution of management functions and operational tasks.
• Ensure monthly reporting is timeously submitted to EMT, ORF, CRF, and Branches and any other forum or committee.
• Attendance of all required committees and forms.

5.    People Management

• Identify skill gaps among branch administrators and develop strategies to bridge them.
• Drive the Balanced Scorecard and Performance Management processes in Retail Banking Services.
• Supervise, mentor, and train RBS operations staff on best practices, systems, and regulatory compliance.
• Conduct regular performance evaluations and recommend training or development programs for team members.
• Assist with placement of Retail staff in branches.

6.    Risk Management & Compliance:

• Ensure all branches follow KYC (Know Your Customer), AML (Anti-Money Laundering), and other relevant regulatory requirements.
• Conduct regular audits and inspections to identify potential risks and ensure operational integrity.
• Work closely with compliance teams to address any operational discrepancies.

7.    Administration Hub:

• Lead and manage Retail Administration Hubs.
• Continuously review, improve, and develop to improve operational efficiency.
• Coordinate workflows between administration hubs and retail branches regarding operational matters.
• Provide general guidance and support to Retail Administration Hubs on operational processes.
• Ensure digitalisation of administrative processes.
• Ensure that service levels are maintained across all branches.

8.    Collateral Hub:

• Lead and manage Retail Collateral Hubs.
• Continuously review, improve, and develop to improve operational efficiency.
• Coordinate workflows between collateral hubs and retail branches regarding operational matters.
• Provide general guidance and support to Collateral Hubs on operational processes.
• Ensure digitalisation of processes.
• Ensure that service levels are maintained across all branches.

9.    Expertise

• Maintain comprehensive knowledge of the Bank’s products, services, policies, and procedures, as well as the general operations of retail branches.

10.    Conduct

·       Uphold the Bank’s code of conduct, demonstrating professionalism, commitment, reliability, confidentiality, and brand loyalty.

·       Willingly perform any additional reasonable and lawful duties as assigned by management.

Core Competencies:

• Interpersonal Sensitivity.
• Customer Focus.
• Ability to Work Under Pressure.
• Teamwork.
• Service Delivery Orientation.
• Planning & Organising.
• Self-Confidence.
• Problem-Solving and Analytical Skills.
• Insight and Understanding.
• Friendliness.
• Quality Awareness.
• Communication Skills.
• Reliability.
• Flexibility.

Experience/Knowledge & Skills

• At least 15 years of operational experience in banking at a management level.
• Deep understanding of the Bank’s products and services as well as competitor offerings.
• Strong knowledge of business and administration procedures.
• Proficiency in computer applications (Word, Excel, PowerPoint).
• Strong budgeting and planning skills.
• Excellent interpersonal and leadership skills.
• Superior planning and organisational skills.