Job Summary

To ensure upkeep of operational soundness of a branch in conjunction with the strategic objectives of obtaining satisfactory audit ratings by complying to Bank SOPs & QCB regulations.

Provide the necessary Operational support to the team to ensure a high level of service delivery efficiency resulting in to enhanced Client experience.

Key Accountabilities

Branch Management

- Ensure efficiency in branch operations that supports the Client experience objective

- Ensure continued compliance with operating procedures, policies, process flows and service level agreements by carrying out random spot checks. Coordinate with branches, departments, and risk management with regard to referrals

- Ensure the control function checklists are completed daily by jobholder and his/her subordinates Ensure completion of all financial and non-financial transactions/amendments passed during the day and approve/reject documents forwarded via documented scanner

- Responsible for premises issues and control branch registers (Key, physical, dispute & dispatch registers)

- Custodian of vault cash, managers cheques & rechecking of teller activities

- Responsible for branch opening and closing and security alarms and ensuring that the branch literature displays and branding in the branch meet bank criteria

- Receive customer complaints and liaise with appropriate departments and ensure resolution

- Monitor incidents of Money Laundering while opening the new accounts and daily transactions Provide proper handling of branch communication with other departments to ensure smooth workflow and within TAT

- Ensure the teams’ compliance to regulatory requirements by providing the necessary training and refresher sessions for branch staff

- Assist and replace BM during leave & absence.

Supervision of Subordinates

- Organize and supervise the activities and work of subordinates to ensure that all work within a specific area of the activity is carried out in an efficient manner which is consistent with operating procedures and policy.

- Provide on-the-job training and constructive feedback to subordinates to support their overall development.

Other Accountabilities

Branch Value Proposition

- Check, monitor branch literature displays/branding instrument, and request installation of new materials (if necessary), in order to ensure compliance against set CBQ branch guidelines.

Branch Management

- Recommend manpower staffing for branch team under this position’s area of responsibility based on set CBQ branch target and mission statement, in order to ensure that branch manpower needs are sufficiently addressed.

- Manage and supervise all operational activities occurring within branch premise (such as but not limited to opening and closing of branch premise, security alarm, and branch registers control), in order to ensure integrity of CBQ branch premise.

- Manage and supervise all financial and non-financial transactions/ amendments passed during the day (including but not limited to fax instruction checking, custodian of vault cash and approving/rejecting documents forwarded via document scanner), in order to ensure compliance to CBQ branch operation standard and guideline.

Branch Performance Management

- Motivate employees and ensure their performance is evaluated according to policies and procedures, in order to drive performance culture within CBQ branch team.

Branch Customer Service

- Receive, allocate and inspect CBQ branch customer complaint and query management, in order to ensure speedy and effective resolution to complaints and or queries.

- Implement branch initiatives to promote self-service channels by encouraging staff to educate customer use of alternative channels (ATMs, POS, Call Centre, SMS, IVR, Bank Direct etc), in order to drive profitability to optimization of services.

Branch Capability Building

- Conducting recruitment for new employees when needed and arrange trainings and capability development programs for new joiners, in order to provide smooth on boarding program for the employees.

- Coach, give feedback and review capability of branch staffs, in order to ensure that the team’s capabilities are able to drive business performance target.

Branch Reporting

- Create periodic and or ad-hoc reports for branch manager, in order to provide visibility on the team’s achievement against established business target.

Change Management

- Lead and direct the management of change through continuous improvement of departmental systems, processes and practices taking into account ‘international leading practice’, changes in international standards and changes in the business environment which demand proactive action plans.

Policies, Systems, Processes and Procedures

- Develop and oversee the implementation of functional policies, procedures and controls in order to ensure that all activities are conducted in compliance with risk, audit, and regulatory requirements while delivering a quality, cost-effective service.

Quality, Health, Safety, and Environment

- Ensure compliance to all relevant quality, health, safety and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality products/service and a responsible environmental attitude.

MIS and Reports

- Ensure that all departmental reports are prepared timely and accurately and meet CBQ department requirements, policies and standards.

Education

Bachelor’s Degree, preferably in business administration, finance, economics or a related subject