Branch Operations Manager

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

To provide efficient business management to facilitate delivery of performance achievement of operational excellence in the branch

Job Description​

Key Accountabilities

Accountability; Ensure quality service to Customers -15%

• Ensure punctuality and availability of staff to clients at all times

·        Ensure all staff promote the use of electronic mediums such as ATMs and Internet banking

·        Ensure   customer complaint register is in place and use

·        Ensure sufficient stationery is always available all time

·        Ensure that Customers are advised fees payable

·        Ensure all staff portray a professional image

• Ensure all staff are knowledgeable on NBC product range, documentation requirements and services offered
• Create an environment enabling front line tellers to satisfy customer needs

·        Ensure that monthly Score cards are prepared and submitted to Head Office timely

·        Ensure that queues are properly managed

• Ensure that banking hall is neat

Accountability; Manage and control general ledger account- 10%

• Ensure that suspense accounts balance on daily basis
• Ensure daily check of GL posted transactions
• Analyse GL Trial Balance for abnormalities
• Ensure monthly GL Accounts reconciliation and follow up of outstanding figures is done as per SLA
• Ensure that all GL vouchers are properly validated

Accountability ; Ensure operational efficiency in the branch – 15%

• Minimize operational expenses for branch where applicable

·        Ensure expenses are utilised as per approved limits

·        Ensure daily workload is processed on time(adhere to cut off time)

• Manage issuance of BP cheques

·        Ensure security on properties and premises

• Maintain and update Branch inventory

·        Ensure safe and secure keeping of records i.e. vouchers, registers and reports

·        Ensure fee are collected as per prevailing tariff guides and circulars

·        Ensure that controlled stationery and safe custody items are properly maintained and regularly checked

·        Ensure that Domestic Payment Screening is done

·        Ensure that adequate working tools are available and are in order

·        Ensure that tools/ equipment are properly maintained and serviced as per SLA with service providers

·        Ensure punctuality and availability to clients at all times.

·        Create an environment enabling tellers to satisfy clients’ needs.

·        Ensure all tellers have sufficient cash and stationary at all times.

·        Ensure timely authorisation of teller transactions.

·        Manage and control effective ATM replenishment and balancing.

·        Create an environment enabling tellers to satisfy clients’ needs.

·        Ensure all tellers have sufficient cash and stationary at all times.

·        Ensure timely authorisation of teller transactions.

·        Manage and control effective ATM replenishment and balancing.

·        Ensure recovery of all fees in terms of the prevailing tariff guide.

·        Check daily posted transactions.

Accountability ; Control branch treasury – 20%

• Manage and control cash movement to and from the branch and confirm security arrangement are in place
• Manage and control effective ATM Replenishment and Balancing
• Manage all cash limits in the branch i.e. teller limits and total branch cash limits

·        Report  excess as soon as it arises and arrange for insurance cover

·        Ensure Branch cash balances daily

·        Ensure adherence to safety and security

·        Ensure daily cash position is reported as required

·        Ensure that strong room keys are properly managed as per policy

·        Ensure that hand-overs of keys are properly done

·        Ensure that snap checks are done and recorded

·        Manage total cash within limits.

Accountability ; Managing career and personal development – 10%

·        Keep updated of all circulars, manuals and policies

·        Meet training objectives as set out in personal training and development plan

·        Procatively identify personal development areas and training needs.

·        Ensure sufficient updating of procedural changes taking place in NBC

• Build awareness, keep up to date and comply with KYC and AML regulations

Accountability ; People Management -15%

• Oversee the branch team to ensure effective daily operations
• Develop high performing team by conducting operational performance discussions and assisting employess to prepare the portfolio of evidence for formal performance development discussions
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of the bank’s processes and systems

·        Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken

·        Manage and control overtime in the branch and optimal utilization of man hour

·        Manage the coordination of staffing levels and plans to address the issues

·        Report excessive overtime and create plans to address the issues

·         Establish and maintain a succession plan for the team

·         Create a conducive and harmonious environment in the branch

·        Supervise a team of teller to ensure effective daily operations

·        Allocate duties to team members in order to achieve operational targets including prioritisation and work schedules.

·        Explain targets and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements. Create quarterly and monthly plans to ensure delivery for the year.

·        Provide clear direction to team members on the strategic plan and key focus areas and ensure their understanding and buy-in.

Accountability : Branch Securities  - 15%

·        Ensure that security alarms are in order and tested

·        Ensure that CCTV cameras are in place and in order

·        Ensure security door PINs are properly managed

·        Ensure that branch physical opening is done as per policy

Ensure that access to strong room, teller area, server and record room is controlled

Qualifications

Bachelor`s Degrees and Advanced Diplomas - Business, Commerce and Management Studies, Business Improvement Orientation (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Enabling team success (Meets some of the requirements and would need further development), Experience in a similar environment at junior management level, Openness to change (Meets some of the requirements and would need further development), Operational administration (Meets all of the requirements), Product and/or Service Knowledge (Meets all of the requirements), Quality orientation (Meets all of the requirements)