Operations and Service Officer

About the Role:
The Operations and Service Officer is responsible for managing branch operations, ensuring compliance with policies and procedures, and overseeing the delivery of services. This role involves a combination of cash management, staff coordination, sales acquisition, and maintaining high levels of customer satisfaction. The officer will play a vital role in enhancing the branch's performance through effective supervision, training, and customer engagement.

Key Accountabilities:

Responsibilities:

• Ensure dual control of the branch cash vault and provide cash to tellers for daily transactions.
• Approve remittances and other transactions, overseeing those exceeding specified teller limits.
• Manage branch cash in accordance with cash holding limits.
• Process and balance daily inward and outward clearing transactions.
• Reconcile and review errors in teller transactions.
• Review and approve work process documentation and system input reports related to deposit sales and retail & institutional services by customer service staff.
• Ensure compliance with all customer transactions as per the company policies and procedures.
• Sign documentation on behalf of the bank within assigned limits.
• Control and supervise operations work processes for adherence to the company’s Credit & Operational Policies, maintaining acceptable internal and external audit ratings.
• Conduct monthly surprise checks of the Branch Vault cash and report any exceptions to head office authorities.
• Facilitate and implement work process improvements.
• Engage with customers to promote the company’s deposit, finance, cards, and Takaful products while ensuring adherence to service efficiency and standards.
• Monitor the sales performance of Customer Relationship Officers (CROs).
• Generate new business through marketing calls and in-branch customer interactions, supported by an