Job Summary
To supervise and coordinate the activities of all the Operations Unit in the banking hall in an organized manner to ensure efficient service delivery to clients
Minimum Qualification:
Degree
Experience Level:
Mid level
Experience Length:
2 years
Job Description/Requirements
Department
: Banking Operations
Grade Level
: Senior Officer
Reports To
: Branch Manager
Direct Reports:
- Customer Service Officers
- Head Teller/Tellers
- Account Officers
Additionally, the job is expected to ensure the following levels of performance:
Financial (40%)
1. To agree performance targets with frontline staff (daily number of transactions account opening) and ensure they are exceeded.
Monitor progress continuously
2. To ensure quality and controlled growth
Customer Service (30%)
1. To ensure that customer services meet the needs of our customers including maximum outreach, sustainability, and transformation.
Risk and controls (10%)
1. Process, monitor, record and evaluate loan portfolio ensuring 100% repayment.
2. Ensure risk free operating system is in place at the branch
People (20%)
1. To entrench performance based management by ensuring staff are productive and fairly assessed
2. To motivate and retain staff
Required Outputs
Sufficient cash is available for disbursement as loans and withdrawals to clients
Customers given the highest level of service in the banking hall without complaints
Validate all new account documentations
Crosscheck all transactions of Tellers to ensure that they conform to operational policies and industrial standards
Secured all cash obtained from depositors into the strong room and properly locked up in safety to ensure no losses or pilferage
Strong room kept safe to prevent any unlawful entry
Coordinate activities in the banking hall with a very high level of satisfaction to clients and positive returns to Management
Key Responsibilities
Control cash movement in and out of the strong room
Manages the cash available in the Bank to ensure that the institution operates within the approved cash limit as well as making cash available for transactions
Approves withdrawals for groups who want to withdraw from their compulsory savings accounts
Authorizes new cheque books that have been captured in the system by the Accounts Officers
Reviews Tellers’ transactions on daily basis to ensure that the transactions have been posted correctly into the right accounts
Reviews all account opening documentation from customer Service Officers to ensure, they conform to the account opening procedures and processes
Acts as a liaison between sister branches as well as with other banks with regards to transfer of cash and other related operational issues
Controls the activities of Drivers to ensure that their movement is well coordinated to ensure their availability for operations
Serves as a coach for other junior staff in their day to day operations
Minimum Qualification and Requirements
Qualification
A good Bachelors's degree from a recognized University preferably in Accounting, Finance, Banking or Economics.
General knowledge in banking with emphasis on banking operations
A minimum of two years working experience in Banking Operations
Required Competencies
Ability to live the Values
Customer Focused
Delivers Results
Commitment to ‘One OPPORTUNITY INTERNATIONAL’
Leads the Team
Resolves Problems
Listening and Responding
Concern for Quality and Standards
Demonstrating initiative
Teamwork
Budget and cost control
Financial Analysis
Legislative and regulatory requirements
Fundamental Management principles
Product Knowledge
Oral communication
Written communication
Applies Financial Services Business Knowledge
Knowledge and Application of Procedures and Policies
Other Qualities and Requirements
Must be rules and regulations and detail oriented person and can drop all of that to make the sales side of Opportunity work by being creative and by being focused on the customer, given the growth needs of the Bank
Technical knowledge on issues relating to cheques and clearing processes/procedures
Technical knowledge in banking operations
Working knowledge in credit operations
Ability to relate to peers/superiors
Ability to deal with screaming customers
Ability to take initiative
Key Relations
Internal Relationships
Credit Department
Finance Department
MIS Department
Human Resources
Other Branches within the local Opportunity network
External Relationships
Existing account holders
Potential Clients
The staff of other Banks
Bank of Ghana
External Auditors (Ernst and Young)
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