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 Retail Banking Department at Luanshya Branch:<\/p>\n
Role Description<\/p>\n
JOB PURPOSE
\nThis position ensures the role holder to effectively manage processes, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy.<\/p>\n
Requirements<\/p>\n
Under the supervision of the\u00a0Branch Manager\u00a0the following are among the\u00a0Job Key Responsibilities:
\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 authorize transactions and 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 To ensure sampling on call over of Teller vouchers and subsequent filing is happening as per guidelines.
\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 conduct and review snap check findings, audit findings, and risk events and ensure all findings are closed within agreed timelines.
\n\u00b7 To raise incident reports in the branch and ensure they are conclusively timely addressed and closed. Escalate if required.
\n\u00b7 To own, manage and test the business continuity plan for the branch and raise any issues that may come up during periodic testing.
\n\u00b7 Ensure that all members of staff comply with all policies and procedures required by the Bank including operational risk and control procedures such as KYC, anti-money laundering security of premises and that necessary controls are enforced and maintained.
\n\u00b7 To manage maintenance aspects of the branch e.g. furniture, fixtures, premises or equipment in order to ensure branch ambiance requirements are maintained and that staff operate in a safe environment and escalate where need may be.
\n\u00b7 To ensure that all branch systems are operational and report any failures to IT helpdesk for quick resolution.
\n\u00b7 To ensure cash assets are properly secured, limits observed for both vault\/ATM, reconciled daily, differences reported daily and that dual control is observed at all times
\n\u00b7 Ensure that team members reconcile working stock of controlled stationary daily e.g cards.
\n\u00b7 To ensure unpaid items are attended to within timelines to avoid items being rejected (Too Late For Acceptance) or accounts becoming overdrawn.
\n\u00b7 Ensure that Branch Risk Control assessments are updated monthly and return provided to Risk\/Compliance.
\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 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 To drive closure of pain areas identified during NPS survey and ensure no recurrence.
\n\u00b7 To monitor customer touch point standards and ensure working queue management strategies are in place.
\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.
\n\u00b7 To facilitate resolution of customer complaints and track the turnaround time of query resolution for queries relating to the back-office function and the number of queries outstanding at the end of each day to ensure that the branch keeps the number of outstanding items to a minimum
\n\u00b7 To conduct a query trend analysis, at least monthly, to determine the nature and cause of queries so that staff can be coached on how to prevent re-occurrence of queries where appropriate.
\n\u00b7 Any other responsibilities assigned by management
\nINTERNAL\/EXTERNAL CONTACT<\/p>\n
External:\u00a0Customers, local public officers
\nInternal:\u00a0All Divisions<\/p>\n
QUALIFICATIONS AND EXPERIENCE
\n\u00b7 Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
\n\u00b7 Degree in Business\/Marketing or relevant field
\n\u00b7 At least four (4) years\u2019 work experience in a sales & marketing role
\n\u00b7 Understanding of taxation laws and practical experience in application.
\n\u00b7 Appreciation of securitization and investment options.
\n\u00b7 Ability to profile customers and assess the needs of Private banking clients.
\n\u00b7 Understanding of all Zanaco Retail products and account opening, KYC Requirements.
\n\u00b7 Understanding of relevant legislation e.g. KYC, Anti \u2013 Money laundering, Banking code.
\n\u00b7 Ability to read market trends and inform the decision-making process.
\n\u00b7 Understanding of people policies and processes
\n\u00b7 Demonstrated complaint handling and skills certifications
\nJOB CORE COMPETENCIES
\n\u00b7 Verbal and written communication
\n\u00b7 Delighting customers and drive for results
\n\u00b7 Networking\/Liaison
\n\u00b7 Persuading and selling
\n\u00b7 Analytical thinking
\n\u00b7 Team work
\n\u00b7 Customer service orientation
\n\u00b7 Problem solving<\/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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