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  • Posted: Jul 18, 2017
    Deadline: Not specified
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    Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the prim...
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    Branch Manager

    Job description

    Job Details

    Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Branch Manager to help us fulfil our business objectives and build customer loyalty

    Job Purpose

    • To ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.
    • To ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost effective channels
    • To proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure.
    • To ensure the effective roll-out of change management initiatives.
    • To maintain a high level of integrity and ethical standards.
    • Keep abreast with trends within the Region.
    • To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention in line with Personal and Business Market objectives.
    • To coordinate the day to day activities in both Personal and Business Market segments residing within the branch across all key goals.

    Key Responsibilities/Accountabilities

    • Customer Service
      • Ensures that customer service standards are set and maintained in line with the requirements of each market segment.
      • Ensures that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence. Attends to the management and resolution of customer complaints/ queries in the branch across personal and small enterprise segments
      • Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
      • Ensures that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned.
      • Ensures efficient and effective telephone etiquette
    • People Management
      • Responsible for inspiring, motivating and leading the team across personal and small enterprises within the POR.
      • Ensure that daily reflection sessions with Small Enterprise staff and Personal Market staff are taking place, to manage and expedite daily delivery of minimum business expectations.
      • Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
      • Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
      • Ensures skills assessments and competency-based training takes place as and when required.
      • Ensure 100% compliance training, attendance for all staff.
      • Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
      • Creates an environment in which learning and development are emphasised and valued.
      • Takes personal responsibility for coaching and mentoring others.
      • Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
      • Promotes a culture where the values of the Bank are seen to be ‘alive’.
      • Ensures the implementation of the leadership promise and employee engagement programme.
      • Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
      • Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
      • Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
      • Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
      • Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
      • Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
      • Ensure skills assessments and competency based training takes place as and when required.
    • Legislative compliance
      • Conducts a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
      • Completes disclosure to the customers in terms of accreditation, service fees, and commission.
      • Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements
    • Risk Management
      • Ensures that laid-down instructions are adhered to by all areas under control.
      • Identifies major risks affecting the support function and escalates to the Regional Quality Assurance team.
      • Ensures the maintenance of an effective control structure, with control activities defined at each level and duties appropriately allocated
      • Monitors internal controls to ensure adequacy and effectiveness.
      • Maintains a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
      • Ensures that all routine controls relating to new business are applied effectively, with particular emphasis on routine compliance.
      • Ensures effective compliance with agreed limits of authority and levels of access to systems and information.
      • Maintains information on Security and access control system (SACS) for the relevant branch as per laid down procedure.
      • Collates Letters of Understanding and Undertaking in respect of loading of data on the Application Scoring System.
      • Monitors and manages complete regulatory compliance for relevant Region by:
      • Ensuring an understanding of, and adherence to, documentation requirements as outlined by FAIS and the Financial Intelligence Centre Act (FICA) and the Code of Banking Practice (COPB) for personal and small enterprises.
      • Establishes monitors and manages physical, operational and process risk controls and levels of authority in the POR to minimise risk exposure
      • Collates the detailed correspondence received from Team Leaders to internal audit when a special investigation is required.
      • Collates the detailed correspondence received from Team Leaders to the Fraud Risk Loss Management (FRLM) when reporting losses
      • Ensure that Regulatory Training (FAIS, Anti Money Laundering, OHSA, NCA, COBP) is conducted via SAP My Learning and updated to the CTTT (Compliance Training Tracking Tool)
      • Ensure that all Occupational Health and Safety (OHS) 16(2) Representative requirements are adhered too in terms of the Act and are met i.e. quarterly/annual audits, appointment of Wardens & First Aiders, emergency evacuation drills, workman’s compensation, annual service of firefighting equipment, scrutiny and replenishment of the First Aid Box (in conjunction with First Aider)
      • Report 11191 – SACS create/delete/change user profile report.
      • Report 0356 (Forex cancel/replace BOP Report)
      • Familiarise yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11
    • Sales Management
      • Develops micro market sales plans to achieve responsive sales budgets/targets for the branch (Senior Manager, Regional).
      • Gains a sound understanding of the different Regional segments in the branch’s area of operation.
      • Keeps up to date with changes and developments in the Regional/area.
      • Manages the sales tracking system and provides coaching and feedback to the team.
      • Coaches the sales team on product knowledge and makes the most of cross-selling opportunities.
      • Assists subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
      • Ensures Multi-channel utilisation and servicing to sell.
      • Identifies business opportunities across segments.
      • Drives a sales tactical plan in line with segment value propositions and customer expectations.
      • Ensures effective use of the Customer1st system as a lead, query and
      • Complaint management tool.
      • Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines
      • Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams
      • Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
      • Coaches staff on the required behaviours to support the Customer1st system.
    • Operational Effectiveness
      • Ensures effective management of revenue and expenditure with emphasis on the containment of controllable costs.
      • Optimises and streamlines existing systems, processes and controls for cost-effective service delivery.
      • Carry out monthly scrutiny on a surprise check basis on ICMS General Cash account.
      • Ensures that the correct custodian procedure is in place (treasury cash, reserve stock of traveller’s cheques, blank forms and safe custody).
      • Manages assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
      • Ensures that the MICR reconciliation account is balanced daily.
      • Ensures that the generator and/or other contingency equipment are tested and are in working order.
      • Controls visits to the relevant POR’s by outside service/maintenance vendors, e.g., SASBO, Metrofile.
      • Ensures that the procedures regarding physical security of the Branch are adhered to and that
      • Access to branch opening keys is controlled.
      • Co-ordinates the security guards on a daily basis.
      • Authorises changes to Personal Identity Numbers (PIN’s) to security equipment.
      • Changes Cosmos Alarm master codes biannually.
      • Controls one key to the Cosmos Control Panel.
      • Ensures that the CCTV system is checked for operation every day before the start of banking operations.
      • Effectively manages the day to day responsibility and requirements of the CCTV systems.
      • Provides an effective administrative function for the branch.
      • Ensures overall operational readiness and efficiency of the branch infrastructure including premises, Automated Teller Machines(ATM’s), systems and physical security requirements.
      • Ensures overall staff complement is in line with workforce measurements.
      • Ensures the effective roll-out of change initiatives through tracking and reporting on projects as well as conducting readiness assessments. As well as supporting a change management development programme to peers and the entire branch.
      • Authorises Quest schedules and ensures correct optimisation of Branch Scheduling Tool (BST).
      • Authorises Flexi hours required by Branch as per BST requirements.
    • Occupational Health and Safety
      • Appoints Section 16(2) Assistants to assist in executing Occupational Health and Safety (OHS) duties where necessary.
      • Ensures that OHS employee representatives are appointed to provide a healthy and safe work
      • environment (Employee representatives can be replaced after a period of two years).
      • Ensures that sufficient OHS representatives are appointed to cover annual leave, sick leave, shift work, or other periods of absence.
      • Ensures that all OHS employee representatives actively exercise their duties, allowing them the time, and where applicable, the place, to carry out these duties.
      • Ensures that all OHS employee representatives receive support and assistance to perform their OHS functions and resolve matters where required.
      • Assists in the implementation and evaluation of the OHS management system.
      • Ensure that management is represented at all OHS committee meetings and that the necessary documentation is completed for the branch.
      • Ensures that the OHS policy is communicated to all employees in the branch.
      • Ensures that OHS policies, rules, procedures and instructions are followed.
      • Enforces discipline where health and safety rules are deliberately neglected or ignored.
      • Promotes the participation of all members of the organisation, at all levels, in health and safety risk management.
      • Ensures, as far as is reasonably practicable, compliance with and adherence to the requirements of the OHS Act.
      • Collaborates with the compliance function to promote health and safety within the bank.
      • Ensures compliance with the requirements of the various sets of Regulations of the OHS Act, where and when they become applicable in relevant branch.
      • Ensures that every contractor in the workplace signs the relevant OHS documents as stipulated by the OHS act.
      • Ensures that workplace hazards are identified and that workplace risks are assessed.
      • Ensures that OHS risk assessments are carried out before new projects are embarked upon in the workplace that may impact on the health and safety of persons.
      • Ensures that all employees (including permanent, temporary and fixed term employees) are acquainted with the health and safety hazards, and the precautionary measures that should be taken or observed, in their areas of the workplace.
      • Ensures that all newly appointed or newly transferred employees receive health and safety orientation
      • Ensures that all incidents in the workplace (that could have caused injury, and that have in fact caused injury) are reported to The Regional Quality Assurance team.
      • Ensures that an investigation into the cause of incidents is carried out immediately and that the necessary corrective action is taken to prevent the incident from occurring again.
      • Ensures that management participates in internal and external audits and inspections.

    Preferred Qualification and Experience

    • Completed secondary school/high school/A levels/Matric
    • You must complete one of the Qualifications listed on the FSB recognised list within the allocated time
    • I.e. you must complete the RE 5 examination within the allocated time
    • 7 - 10 years personal and business banking sector experience

    Knowledge/Technical Skills/Expertise

    • Risk Management
    • Coaching and Mentoring
    • Customer Reception and Channelling
    • Financial Industry Regulatory Framework
    • Fraud Detection and Management

    Method of Application

    Interested and qualified? Go to Standard Bank Group on careers.peopleclick.eu.com to apply

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