Position Overview<\/p>\n
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank\u2019s strategic vision, in the Commercial Division under the Commercial Division at Solwezi Branch:<\/p>\n
Role Description<\/p>\n
JOB PURPOSE<\/p>\n
To assist the Service Coordinator to effectively manage cash processes, supervise tellers, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy.
\nUnder the supervision of the\u00a0Branch Manager\u00a0the following are among the\u00a0Job Key Responsibilities:
\n\u00b7 To effectively supervise tellers and ensure cash assets are properly secured, limits observed for Teller, vault\/ATM, reconciled daily, differences reported daily and that dual control is observed at all times
\nJob board platform
\n\u00b7 To conduct and review snap check findings
\n\u00b7 To ensure daily call over of vouchers and meticulous record keeping system is in place in accordance with Bank procedures and to make such documents\/ records available for review or control purposes when required.
\n\u00b7 To ensure sampling on call over of Teller vouchers and subsequent filing is happening as per guidelines.
\n\u00b7 To ensure that all tellers comply with all policies and procedures required by the Bank related to cash management.
\n\u00b7 To ensure that cash returns are submitted to stakeholders as per agreed timelines.
\n\u00b7 To ensure call over of ALL GL vouchers as well as the other vouchers is happening daily as per Bank procedure.
\n\u00b7 To ensure actioning of customer instructions (salaries, Backing sheets, address amendments, standing orders, stopped cheques, RTGS\/ TTs etc.) is within SLA.
\n\u00b7 To timely verify signatures for system transactions and customer instructions brought in e.g. in-house cheques in Sybrin queues etc.
\n\u00b7 Monitor workflow on the system to ensure transactions pending, Assigned, Unassigned are cleared to facilitate the running of EODM successfully. Clear all assigned and pending transactions in work flow before 17: 00 hours daily according to the time the transaction was assigned.
\n\u00b7 To ensure mandate management is happening with customers and up to date information maintained (end to end KYC management)
\n\u00b7 Escalate any exceptions and anomalies encountered or observed during the day to the to the Service coordinator for further resolution
\n\u00b7 To ensure customer retention through cross selling, queue walking, sales promotions out-marketing calls, presentations and in-branch management of the customer service function.
\n\u00b7 To set and monitor Branch Service Standards using the 5 Non-Negotiable in order to ensure the delivery of high service quality to customers.
\n\u00b7 To track service performance on counters regularly and rectify any deficiency in order to maintain high service standards.
\n\u00b7 To attend to and resolve referrals on customer complaints or feedback timely and ensure the complaint handling process in the branch is adhered to.
\n\u00b7 Improve customers\u2019 banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.<\/p>\n
\u00b7 To ensure that the weekly\/monthly\/quarterly Customer service returns are completed and submitted timely.
\n\u00b7 To ensure that counters are manned according to demands.
\n\u00b7 To encourage back office staff to provide sales leads and referrals Sales staff in line with the targets set
\n\u00b7 To act as a spokesperson for the branch explaining sales\/service campaigns to customers
\n\u00b7 To identify sales leads by talking to customers to understand their requirements refer them to Sales staff for further action
\n\u00b7 To participate in specific product campaigns by ensuring that the products are explained to customers.
\n\u00b7 Any other responsibilities or tasks as assigned by management.
\nINTERNAL\/EXTERNAL CONTACT
\n\u00b7 Local Regulators on statutory matters
\n\u00b7 Retail Banking Department
\n\u00b7 Commercial & Agri Banking Department
\n\u00b7 Treasury Department
\nBranch Operations<\/p>\n
Requirements<\/p>\n
QUALIFICATIONS\/EXPERIENCE
\n\u00b7 Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.<\/p>\n
University degree in a Business-related Field or professional qualification from a recognized university.
\nDiploma in Banking and Finance as added advantage<\/p>\n
\u00b7 Minimum of atleast three (3) years banking working experience and of which three (3) years at a supervisory level.<\/p>\n
\u00b7 Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
\n\u00b7 Understanding of relevant legislation e.g. KYC, Anti \u2013 Money laundering, Banking code.
\n\u00b7 Demonstrated complaint handling and resolution skills
\nJOB CORE COMPETENCIES<\/p>\n
Results Driven
\nBuilding Relationships
\nBeing Pro \u2013 Active<\/p>\n
\u00b7 Team work
\n\u00b7 Customer service orientation
\n\u00b7 Drive for results
\n\u00b7 Interpersonal Skills<\/p>\n
Teamwork<\/p>\n
Disclaimer<\/p>\n
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
\nZanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).<\/p>\n
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