The role will be responsible for deputizing the MSQC, through supporting the branch’s customer satisfaction agenda through providing operational efficiency in accuracy of transactions and maintenance of agreed transaction TAT whilst in compliance with laid down policies and procedures.

Key Responsibilities:

Operational efficiency:

• Ensure adherence to policies, processes, procedures as per documented operating standards (SOPs & Operations Manual) including compliance with AML/KYC guidelines in processing of transactions.
• Ensure support to the MSQC to achieve timely resolution of all operational audit issues at the branch.
• Ensure adherence to approval limits for processed transactions.

Service quality:

• To offer seamless customer satisfaction through operational efficiency/accuracy and acceptable turnaround time on all transactions.
• Timely customer complaint resolution so as to ensure seamless customer experience.

Branch administration:

• Provide supervisory support and continuity to the Manager Service Quality and Compliance.
• Coach, train and develop skill sets of direct reports.
• Ensure that branch service providers are properly introduced, verified and monitored.

Business growth:

• Generate and give leads to the Branch sales team from daily transactions or engagements to support business growth.