About the Role
The job holder ensures that the customer service teams are equipped to achieve high customer satisfaction levels through adequate knowledge of product and service offerings. Providing quality customer service during interactions with customers is essential. The role involves handling escalated customer queries and working with relevant departments to provide feedback based on customer feedback analysis. Additionally, the job holder is engaged in process improvement design and collaborates with automated and digital service channels. A results-oriented, self-motivated individual is ideal for this position, as they will focus on improving customer service standards. The job holder possesses strong business acumen to identify new service opportunities, is organized, and can work independently in fast-paced environments. Leadership skills are vital as the job holder will lead teams while maintaining a pleasant disposition towards both internal and external stakeholders.
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Responsibilities
- Support the Branch Manager in managing overall branch operations and achieving business objectives.
- Supervise day-to-day branch activities and ensure smooth, efficient service delivery.
- Ensure compliance with KYC, AML, operational risk, internal controls, and bank policies.
- Monitor account-opening documentation, transactions, reconciliations, and operational controls.
- Support vault, cash, and key-control activities in accordance with established procedures.
- Handle customer complaints and escalations while maintaining high service standards.
- Supervise, guide, and develop branch staff, including monitoring performance and supporting training.
- Ensure operational issues and exceptions are identified, escalated, and resolved promptly.
- Support the achievement of branch sales and service targets through customer engagement and cross-selling.
- Coordinate with internal stakeholders, including Operations, Compliance, and other support functions.
- Ensure audit readiness and adherence to regulatory and company standards.
Qualification
- Bachelor’s degree in business administration, Finance, Banking, Commerce, or a related field.
