Branch Operations Manager-Arcades Absa Group

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Job Summary

• To assist the branch manager build and develop a high-performing team through embedding performance development and coaching.
• Manage processes, controls and all operational activities of the branch Deputise for the Branch Manager

Job Description

Accountability: Branch Operations: – (40%)

Outputs:

Prepare the branch for audits, ORC and Cluster Manager’s checks. Make sure everything is in its right place and members are aware.
Re view snap check findings, audit findings and risk events and ensure all findings are closed within agreed timescale
Raise incident reports in the branch and ensure they are conclusively addressed and closed. Escalate if need be
Critically 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
Own, manage and test the business continuity management plan for the branch. Raise any issues that may come up during periodic testing
Ensure that all members comply to all policies and procedures required by the bank
At least once a month, check through the branch to determine whether there are any maintenance requirements to furniture, fixture, premises or equipment.
Liase 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
Authorise cashier transactions above their limits via FOS Accountability:
Ensure 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.
Supervise 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.
Ensure that team members reconcile working stock of controlled stationery on a daily basis
Ensure teams compliance with operational risk and rigour policies e.g. Health and safety, security of premises , kyc and anti-money laundering
Report all incidents within the branch in line with the bank’s incident reporting procedures
Obtain expense actual from the Retail MI team on a monthly basis , compare against budget and provide exception reports to the branch Manager for action
Ensure all monthly returns are submitted to all stakeholders as per agreed timelines
Ensure 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)
Ensure all policy documents (Circulations) are signed by all staff at the beginning of every quarter including attestations.
Actively participate in the preparations of Audits, ORC and Cluster Managers’ checks. You are the key person during the above mentioned checks and will ensure the conclusive closure of all issues raised.
Provide operational support to Retail colleagues.
Supervise 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
Ensure that Cashiers are using current Exchange Rates and that the Board is updated.
Carry out the call over of cashiers’ previous days vouchers by way of validating.
Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.

Cash Management Procedures 20% Outputs:

Ensure the timely actioning of Cash Summaries and Treasury Books including reconciliation of Branch cash.

Ensure all Branch Keys including that of Vault are held by authorised staff and signed for in the Keys Register.

Responsible for Branch and Vault Opening and Closing.

Ensure that you hold the second key to the strong room i.e. Chubb Door.

Conduct surprise Management checks on the cashiers and retain a record for audit purposes.

Monitor the Branch and Teller Cash levels on a daily basis.

People Management (20%) Outputs:

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
Agree targets with Team Members, monitor performance and conduct PDs for team members as per stipulated guidelines
Discuss and finalise Performance Development Plans and ratings for direct reports in the branch.
Recognise deserving team member/s for their outstanding performance through the Absa recognition schemes. And provide coaching for poorly performing colleagues.
Spearhead the organising of social functions in the branch
Manage daily attendance and leave programme and other branch absenteeism in compliance with the relevant HR policies
Ensure 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.
Deputize for the Branch Manager.
Share knowledge experience and best practice with team members

Customer Service (15%) Outputs:

Act as an escalation point for queries that could not be resolved by the frontline and other branch staff
Respond to queries and complaints received directly from customers, referring serious issues to the Branch Manager only if they cannot be resolved.
Track 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.
Conduct 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.
Ensure that the performance complies with service standards set by the business.

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.
Review daily enquiry logs and Complaints on BOC and ensure that they are completed by team members within required quality standards.
Interview 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.
Work cross functionally with internal key service providers to ensure seamless service to our customers.
Sales 5% Output

Encourage back office staff to provide sales leads to Personal bankers. Incorporate them into sales teams whenever the branch comes up with one.

Risk & Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)