Key Performance Areas (KPAs)

 Routine Administration

·        Cash control

·        Reconciliations (trial balance)

·        Checking and control daily activities in compliance with The Banks operational manuals and circulars.

·        Responsible for employee record keeping in the Branch

·        Data quality

·        Open and close of Branch

  Service Delivery

·        Attend and resolve customer queries and complaints timeously

·        Queue management

·        Signagealuation of customer feedback and developing customer experience improvementmendations.

·       Customer service effecientcy.  Resource planning for peak times.

·       Staff planning management.

·       Resource optimisation

  Operational Risk Management

·       Control of inventory and stationary

·       Management and controlling of ATMs

·       AML reporting (EDD, FIA, FATCA)

·       Equipment (Fire, Laptops, Tablets etc)

·       Ensure compliance and adherence to internal controls, procedures and regulations

 Sales Support

·        Maintenance of existing documentation (FIA, Account openingand data quality).

·        Checking of sales documentation and record keeping

·        Identify cross-selling opportunities and refer such opportunities to the sales department.

  People Management

·        Ensure optimization of people capabilities in the branch.

·        Ensure effective implementation of performance and talent management in the branch (reinforce performance culture in the branch)

·        Staff development (training and coaching)

·        Attend to grievance and disciplinary matters in the Branch

Competencies (Essential)

a)     Leading and Deciding

b)     Interacting and Presenting

·        Relating and networking

·        Persuading and influencing

c)     Supporting and Co-operating

·        Adhering to principles and values

d)     Organising and Executing

·        Delivering results and meeting customer expectations

·        Planning and Organising

e)     Adapting and Coping

                    Adapting and responding to change

f)       Supporting and cooperating

·        Working with people.