Customer Centricity Manager

Responsible for overseeing the branch operations, team members and managing the inherent operational risk in retail branch operations.

Job Description:

Responsible for overseeing the branch operations, team members and managing the inherent operational risk in retail branch operations. Focus is on leading the team in driving digital adoption of the Digital Banking Platform.

Job Responsibilities:

▪ Lead the branch team in driving digital adoption to the Digital Banking Platform or Contact Centre as the primary avenue to conduct transactions.
▪ Ensure effective daily branch operations, through the efficient management of service levels, queues, operational risk.
▪ Accountable for overall cash management and deposit/withdrawal processes in the branch.
▪ Provides oversight of client onboarding, new account opening and credit applications, with coaching and guidance to the team members to promote quality completion.
▪ Plans, organizes and coordinates staff to ensure optimal customer service.
▪ People management of the team members, responsible for coaching and performance management.
▪ Provide prompt and courteous service to customers, addressing customer needs and taking accountability for resolving client issues.
▪ Responsible for providing ongoing support to the continued transformation of the bank’s operating model, processes, and technology, through team leadership for UAT as required.
▪ Acquire and maintain knowledge of the banks products, policies and processes.
▪ Maintain confidentiality of customer information and report fraudulent activity.
▪ Other duties as assigned by the Operations Manager.

Required Skills

▪ Excellent customer service orientation and skills.
▪ Excellent verbal and written communication skills.
▪ Works well under pressure and deadlines; ability to multitask.
▪ Strong leadership and management skills with ability to motivate staff.
▪ Deep understanding of all company policies and practices, with particular emphasis on those for branch operations, account opening and credit applications.
▪ Knowledge of internal controls and AML/TF practices.
▪ Proficient in the use of Microsoft Office, the Digital Banking Platform, Temenos T24 and other technologies deployed by the Branch.
▪ High emotional intelligence.

Education and Experience

▪ Bachelor’s degree in Management/Business Administration/Marketing/ Finance or a related field of study.
▪ 5+ years of retail banking experience, with 2+ years of supervisory level experience preferred.
▪ Experience in managing teams in retail branch operations.