Essential Function
- Cascades the corporate plan of the Bank to the staffs of the Branch and follows up the implementation
- Prepares annual action plan of the branch and manages all resources availed to accomplish and meet the goal
- Engages in all operational activities of the branch as required by the volume and intensity of the work
- Responsible and accountable for the overall Branch operational activities.
- Concern or monitor operational and compliance issues.
- Follows up that smooth and proper flows of operations take place in the branch (operational efficiency).
- Follow-up operational discrepancies, and timely rectification of the discrepancies and frequently report to concerned body.
- Prepare regular reports and present to the concerned bodies.
- Prepares a report on the Management response on operational matters that may catch the attention of Management;
- Handling and ensuring the dual control of branch cash.
- Authorizes CD deposit and issues CD Certificate.
- Custody of cheques, Payment Instruments and Passbooks
- Issues cheques and Payment Instruments to the BAA for eventual delivery to Customers
- Handling and ensuring day to day customers account activities.
- Maintaining updated record of all necessary customers data;
- Updating financial and operational data/records regularly;
- Ensuring the appropriateness of data Collects, records, and document.
- Ensures expansion and growth of the Branch.
- Implement and monitor a mechanism that ensure efficiency and minimal service-waiting time;
- Lesions and coordinates with local government and development agencies in resolving issues related to the branch.
- Supervise the following Customer Service Representative (Lobby Attendant) role:-
- Greet and welcome customers in a friendly and professional manner
- Respond to customer inquiries and requests in a timely and accurate manner
- Maintain a thorough understanding of the bank’s products, services, and procedures
- Collaborate with the Branch Manager ,CRM and other team members to ensure seamless customer service
- Provide feedback and suggestions for improving the customer experience
- Continuously learn and update knowledge to provide the best possible service
- Closely deals with customer complaints, creates and analyzes management information and reports for concerned body;
- Arranges a meeting for corporate customers with concerned bodies as part of operational activities
- Ensures the success and best achievement of the Branch in providing excelling customer services
- Establishes a channel for collecting customer feedbacks & reflect up on the feedbacks collected;
- Escalate customer requirements to the Branch Manager when necessary to facilitate informed decision-making
- Timely replying the request of authorized external government bodies and other concerned work units regarding customers’ accounts;
- Ascertains that compliance is enforced in the Branch in respect of the NBE’s regulations as well as policies and procedures of the Bank
- Collaborates and Coordinates with various departments of the Bank in expediting the activities of the branch.
- Concentrates on the advancement of creating customer service awareness, in all branch’s staff, especially on the front line staff;
- Creates awareness to staffs to take the necessary precaution in connection with fraud, embezzlement, forgery and money laundry actions;
- Establishes and maintains harmonious working relationships with subordinates and all staff members with an aim to fostering customer service and operational efficiencies
- Strives to enhance professionalism of frontline staff;
- Follows up the supply of office equipment & materials requested by branch staffs of vital for the customer service;
- Monitor and evaluate the team’s performance using Key Performance Indicators (KPIs) & provide feedback.
- Takes disciplinary measure as per the Banks Procedure.
- Perform other activities as required by the immediate supervisor
Key Competencies:
- Strong customer relationship management skills
- Ability to lead and motivate a team
- Strategic thinking and problem-solving skills
- Expertise in resource mobilization, negotiation and sales skills
- Strong analytical and data-driven decision-making skills
- Excellent communication and interpersonal skills
- Commitment to delivering exceptional customer service
- Adaptability to changing market conditions and customer needs
- Banking operational management and report preparation skill
- Ability to interpret and understand banks’ rule and procedure
Job Requirement
BA/MBA in Banking & finance, Accounting, Business administration, Economics, Management and any other related filed. A minimum of 9.5/7.5 years in banking industry Experiences, Out of which 2 yearsin Branch Manager or 3 yearsin Customer service Manager Position.
Place of Work: – Addis Ababa
How to Apply
- Only short listed candidates will be communicated
- The Bank has the right to cancel the post advertised
- Interested applicants fulfilling the above requirements are invited to submit their applications only online through https://evacancy.enatbanksc.com/#/vacancy until July 28, 2024.
Enat Bank S.C
Human Capital Management Department Telephone: – 0115522835
*Women applicants are highly encouraged