Branch Operations Lead

• Oct 2022 - Present

• Ensuring the snap checks are undertaken strictly as per the laid down bank procedures. • Driving the implementation of the business and service strategies to deliver retail banking performance and growth targets of the branch. • Providing powerful leadership in the branch while establishing a high-performance culture among the branch teams. • Ensuring quality sales by making sure accounts are funded, no miss-selling, completing the onboarding process, and offering digital channels and debit cards. • Ensuring there is excellent customer experience and quick turn-around time. • Preparation of reports and documentation for senior management, including financial performance reports, operational updates, and customer service metrics. • Proactively ensuring the NPS score for the branch is well maintained at the required standards. • Diligently working together with the branch manager by coordinating initiatives aimed at gathering feedback from customers on service standards through community events, and networking with local businesses. • Implementing financial strategies to achieve financial goals such as deposit, loan targets, and cost control • Responsible for leading and managing the branch staff, including tellers, customer service representatives, and loan officers. • Ensuring that the branch operates in compliance with relevant banking laws, regulations, and internal policies. • Attracting and retaining customers, developing and implementing strategies to grow the customer base, increase market share, and promote the bank’s products and services. Show less

• Mar 2022 - Feb 2023

• Supporting the Universal Bankers in Account management• Addressing of customer queries to avoid escalation to the Branch Account Manager.• Coordinating with other branch staff in running with the customer service initiatives customer service week• Interpreting periodic data and preparing customer reports to drive strategic decisions by the customer and management.• Upselling additional products e.g loans and credit cards and other solutions to existing customers which led to us getting referral clients. • Managing the end-to-end customer account creation process on the banking system. • Responsible for branch cash planning to ensure adequate cash is held to always meet over the counter/ATM customer needs; and cash in transit costs managed appropriately.• Ensuring keys and combination process is always adhered to by all key holders• Managing, processing, issuance and authorization of Card & Pin, Cards (Debit, Credit, and Prepaid), Mandates, Dormant accounts, Deceased accounts, and Automated account opening.• Ensure timely maintenance of all Equipment including ATMs, Time Locks, Intrusion Detection System, Note counters, Swipe readers and Thermal Printers within the branch to minimize downtime.• Scanning and tracking of processed customer instructions to the processing Centre to ensure the set turnaround time is met.• Management and reconciliation of controlled stationery to eliminate customer inconveniences and control gaps.• Identify thematic customer issues, root causes and in conjunction with the Branch Manager and Branch Operations Lead come up with SMART actions to address the identified issues.• Ensure that customer onboarding is seamless, well organized, and comprehensive and work in partnership with the Accounts management team • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns. Show less

• Dec 2018 - Feb 2022

• Successful on boarding of new clients to the bank while adhering to policy and procedures.• Undertaking KYC/AML risk assessment and management of new and existing clients.• Effectively resolved customer pain points and reviewed client’s feedback on customer surveys with the aim of improving customer experience.• Proactively did Risk assessment and management of Politically Exposed Persons (PEPs) and other high-risk clients and aware of appropriate escalation especially for Enhanced Due Diligence (EDD).• Branch digitization and robotics champion charged with training and ensuring the smooth transition to the new systems.• Records management including verification and archiving customer instructions as per the set standards and procedures.• Processing SWIFT and RTGS transfers within the set service-level agreements.• Providing feedback to the line manager and ensuring that changes to the customer instructions handling processes are implemented accurately. Show less

• Dec 2012 - Nov 2018

• Overseeing the tellers on duty to ensure excellent customer service while ensuring accurate transaction postings through daily transactions reviews as well as handling transactional queries emanating from the tellers. • Efficiently handled the cash management task involving cash holding limits observation leading to a considerable reduction in cash holding costs and risks through repatriation.• Effectively ordered, issued, and reconciled controlled stationery including cards, cheque books and drafts.• Manual and electronic authorization as per the set-out cash operational limits while making the pay or not pay decisions.• Effectively managed the teller shifts whilst ensuring seamless and efficient customer service. • Accurately processed SWIFT and RTGS transfers within the set service -level agreements, as well as vetting and approving salaries and stop cheque instructions.• Ensuring timely returns for the cash management reports and the monthly scorecard as well as any other report as required.• Supervision and coordination of all the activities within the branch including staff (teller) appraisal, performance development plans and allocation of duties.• Cross selling of additional banking products and services based on customer cues.• Contributed to the bank’s bottom-line through cross-selling of additional banking products based on the customer cues. Show less

• Dec 2009 - Nov 2012

• Jul 2008 - Nov 2009