Operations & Service Manager - Retail Banking Group

Job Description What You’ll Be Doing: Operational Excellence • Ensure all transactions comply with internal procedures and regulatory guidelines • Manage branch cash operations and optimize cash handling effectively • Oversee administrative tasks with accuracy and timeliness. • Maintain Business Continuity Plans and ensure staff are trained and prepared for disruptions. • Ensure proper display of regulatory signage, tariffs, and exchange rates in the branches. • Manage branch cash and optimize cash management to ensure operational efficiency. • Ensure updated BCP escalation matrix, Call tree, emergency contact list is displayed on Branch display board • Be the Joint Custodian of till cash for the tellers, main vault and ATM/EDMs Customer Service • Deliver high-quality service and resolve customer queries effectively. • Provide process training to staff • Promote cross-selling and monitor team performance and conversion of leads. • Review service audit reports and implement improvements. People Management • Set performance objectives, conduct evaluations, and identify development needs. • Provide coaching, guidance, and motivation to team members. • Conduct regular training, including counterfeit detection for cash handlers. • Ensure proper handover procedures during staff leave or rotation. • Ensure Service Audit Reports are discussed with the team members and suggest ways of improvement to enhance service experience Risk & Compliance • Submit Key Risk Indicators quarterly. • Implement risk mitigation strategies and escalate issues as needed. • Ensure adherence to Standard Operating Procedures (SOPs) and regulatory requirements. • Discuss the updates on Operating Procedures and Advisories and ensure team members are always compliant • Complete daily Key Control Checklists What We’re Looking For? • Behavioral Competencies: Analytical Thinking, Motivational Support, Teamwork, Initiative, Staff Development • Functional Competencies: Performance Management, Customer Orientation, Persuasive Communication, Influencing Skills, Process Adherence Responsibilities • Manage transactions with customers using cash registers • Scan goods and ensure pricing is accurate • Collect payments whether in cash or credit • Issue receipts, refunds, change or tickets • Redeem stamps and coupons • Cross-sell products and introduce new ones • Resolve customer complaints, guide them and provide relevant information • Greet customers when entering or leaving the store • Maintain clean and tidy checkout areas • Track transactions on balance sheets and report any discrepancies • Bag, box or gift-wrap packages Show more Show less

Manage transactions with customers using cash registers; Scan goods and ensure pricing is accurate; Collect payments whether in cash or credit; Issue receipts, refunds, change or tickets; Redeem stamps and coupons; Cross-sell products and introduce new ones; Resolve customer complaints, guide them and provide relevant information; Greet customers when entering or leaving the store; Maintain clean and tidy checkout areas; Track transactions on balance sheets and report any discrepancies; Bag, box or gift-wrap packages.