Supervisor – Financial Services (VMBS- Montego Bay Branch)

The Branch Supervisor plays a key role in overseeing the day-to-day operations of the branch, ensuring efficient and effective service delivery to customers, and driving business growth.

Job Responsibilities

• Supervise branch service staff, provide guidance, coaching, and support to ensure high performance and service excellence.
•  Manage branch operations, including cash handling, transaction processing, and customer inquiries, to ensure smooth and efficient operations.
•  Overseeing, implement and monitor, operational procedures and controls, the day-to-day activities of operations staff, assigning tasks, and ensuring that work is completed accurately and efficiently, to improve overall branch performance, including:

ü  Assist with the on-time opening and closing of access to branch

ü  Review transactions which are blocked and approve access when necessary.

ü  Approve transactions relating to Term Deposits and override when appropriate

ü  Approve maintenance requests to customers’ accounts.

ü  Verify maintenance reports.

ü  Balance the ABM

ü  Sign cheques, letters; cheque write-backs and confirm signatures

ü  Prepare report and ensure daily submission of all foreign currency and cancelled cheques to Account & Support Unit and Treasury Department

ü  Ensure that Transaction Threshold Reports (TTRs) and Suspicious Transaction Reports (STRs) are prepared and submitted on time to the Compliance Department

ü  Submit bills for payments within SLA

• Respond to calls from King Alarm when panic button/alarm is triggered
• Drive customer satisfaction (NPS) by delivering exceptional service, resolving customer issues, and building strong customer relationships, both internally and externally.
•  Stay updated on industry trends, market developments, and competitor activities to make informed decisions and drive business growth.
• Uphold the Building Society’s values, ethics, and professional standards in all interactions and transactions.
• Monitoring operations processes to ensure compliance with internal policies.
• Addressing and resolving operational issues, discrepancies, and customer inquiries in a timely and effective manner.
• Tracking key performance indicators (KPIs) to assess the performance of operations processes and identify areas for improvement.
• Assist branch manager in ensuring the safety & security of team and the Society’s assets.
• Identifying opportunities for process improvement and recommending changes to enhance operational efficiency.
• Working closely with other departments, such as compliance, risk management, and customer service, to ensure seamless operations and customer satisfaction.
• Assisting in managing the branch’s budget and expenses to ensure financial targets are met.
• Conduct weekly and monthly team meetings with staff.
• Coordinate and motivate staff towards achieving good staff and customer relations and ensure the maintenance of a professional standard in Customer Service.
• Monitor staff attendance and punctuality.
• Serve as an effective communication link between staff/management, customer/VMBS