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Job Summary
\nTo provide specialist advise and support in the maintenance and analysis of operational data in order to provide accurate reports and information to relevant business stakeholders, through the execution of predefined objectives as per agreed SOPs.
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\nJob Description
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\nBanking operations support and advice: Provide specialist banking operations support and advice against standard operating procedures | Ad Hoc duties: Provide support to customers and team as required on an ongoing basis | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards | : | : | : | : | :
\nKey Accountabilities
\nAccountability:\u00a0\u00a0Branch Operations: \u2013 (40%)
\nOutputs:<\/p>\n
Prepare the branch for audits, ORC and Cluster Manager\u2019s checks. Make sure everything is in its right place and members are aware.
\nRe view snap check findings, audit findings and risk events and ensure all findings are closed within agreed timescale
\nRaise incident reports in the branch and ensure they are conclusively addressed and closed. Escalate if need be
\n\u00a0Critically review the processes of the branch from the productivity and risk point of view. Identify any areas for improvement and recommend changes through the appropriate channels
\nOwn, manage and test the business continuity management plan for the branch. Raise any issues that may come up during periodic testing
\nEnsure that all members comply to all policies and procedures required by the bank
\nAt least once a month, check through the branch to determine whether there are any maintenance requirements to furniture, fixture, premises or equipment.
\nLiase with designated departments on third party service providers to ensure adherence to SLAs. Sign off job cards ONLY for satisfactory works done on the branch
\nAuthorise cashier transactions above their limits via FOS\u00a0Accountability:
\nEnsure all branch systems are in working order and any failures are reported to IT helpdesk for quick resolution. Escalate to Branch Manager for outstanding issues beyond SLA.
\nSupervise product promotion campaigns aspects by distributing material to branch staff and customers. Cascade key messages, including training, for products to staff members, including training on new application forms etc.
\nEnsure that team members reconcile working stock of controlled stationery on a daily basis
\nEnsure teams compliance with operational risk and rigour policies e.g. Health and safety, security of premises , kyc and anti-money laundering
\nReport all incidents within the branch in line with the bank\u2019s incident reporting procedures
\nObtain expense actual from the Retail MI team on a monthly basis , compare against budget and provide exception reports to the branch Manager for action
\nEnsure all monthly returns are submitted to all stakeholders as per agreed timelines
\nEnsure monthly snap checks are carried out and all exceptions raised are conclusively addressed .Escalate where applicable, to your Team Leader. (indicate all actions on the tracking record)
\nEnsure all policy documents (Circulations) are signed by all staff at the beginning of every quarter including attestations.
\nActively participate in the preparations of Audits, ORC and Cluster Managers\u2019 checks. You are the key person during the above mentioned checks and will ensure the conclusive closure of all issues raised.
\nProvide operational support to Retail colleagues.
\nSupervise the team to ensure daily, weekly, monthly, quarterly checks are done and all registers are reviewed and signed off by the branch manager as per guidelines from the ops rigour team
\nEnsure that Cashiers are using current Exchange Rates and that the Board is updated.
\nCarry out the call over of cashiers\u2019 previous days vouchers by way of validating.
\n\u00a0Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.<\/p>\n
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\nCash Management Procedures 20%\u00a0Outputs:<\/p>\n
Ensure the timely actioning of Cash Summaries and Treasury Books including reconciliation of Branch cash.<\/p>\n
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Ensure all Branch Keys including that of Vault are held by authorised staff and signed for in the Keys Register.<\/p>\n
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Responsible for Branch and Vault Opening and Closing.<\/p>\n
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Ensure that you hold the second key to the strong room i.e. Chubb Door.<\/p>\n
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Conduct surprise Management checks on the cashiers and retain a record for audit purposes.<\/p>\n
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Monitor the Branch and Teller Cash levels on a daily basis.<\/p>\n
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\nPeople Management\u00a0(20%)\u00a0Outputs:<\/p>\n
Be an in-branch trainer to colleagues. Conduct in-branch training in areas of rising concern. This can be in sales, complaints, processes, operations, controls etc
\nAgree targets with Team Members, monitor performance\u00a0 and conduct PDs for team members as per stipulated guidelines
\nDiscuss and finalize Performance Development Plans and ratings for direct reports in the branch.
\nRecognize deserving team member\/s for their outstanding performance through the Absa recognition schemes.\u00a0 And provide coaching for poorly performing colleagues.
\nSpearhead the organizing of social functions in the branch
\nManage daily attendance and\u00a0 leave programme and other branch absenteeism in compliance with the relevant HR policies
\nEnsure that the team performance complies with service standards as set by the business. These standards are measured through among other, Mystery Shopping, customer feedback etc.
\n\u00a0Deputize for the Branch Manager.
\nShare knowledge experience and best practice with team members<\/p>\n
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\nCustomer Service\u00a0(15%)\u00a0Outputs:<\/p>\n
Act as an escalation point for queries that could not be resolved by the frontline and other branch staff
\nRespond to queries and complaints received directly from customers, referring serious issues to the Branch Manager only if they cannot be resolved.
\nTrack the turnaround of query resolution and the number of queries outstanding at the end of each day. Ensure that the team keeps the number of outstanding items to a minimum.
\nConduct query trend analysis, at least monthly, to determine the nature and cause of queries. Coach the staff on how to prevent recurring queries where appropriate, and escalate items that are caused by other areas to the Branch Manager for further follow-up.
\nEnsure that the performance complies with service standards set by the business.<\/p>\n
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Ensure that customer instructions are carried out within agreed turnaround times (e.g. maintenance of standing orders, stopping cheques, money transfers, charges investigations, ordering cheque books and cards, etc.) by checking records that are maintained by each customer service team member.
\nReview daily enquiry logs and Complaints on BOC and ensure that they are completed by team members within required quality standards.
\nInterview all customers who want to close their accounts because of poor service or high tariffs to determine the root cause and to attempt to retain.
\nWork cross functionally with internal key service providers to ensure seamless service to our customers.<\/p>\n
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\nSales 5%\u00a0Output
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Encourage back office staff to provide sales leads to Personal bankers. Incorporate them into sales teams whenever the branch comes up with one.<\/p>\n
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\nRisk & Control
\nEnsure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
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\nEducation
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\nFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)<\/p>\n
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