EXPECTED END RESULTS

MAJOR RESPONSIBILITIES

1. Branch Operations Oversight and Customer Service Quality Maintenance
   • Ensures that the branch is properly staffed and staffs are trained to meet customer service needs as well as sales objectives.
   • Makes certain that all branch operations are performed in accordance with established Bank policies and procedures, either directly or through appropriate supervisor, e.g., balancing, control of vault cash, etc. makes recommendations for changes / improvements as appropriate.
   • Monitors overdrawn checking accounts and delinquencies.
   • Communicates with HO office departments to assist in answering questions and resolving issues.
   • Overall oversight of the branch operations including cash/vault and customer service sections to run smoothly.
   • Team building
   • Reducing customer complaints and waiting time
   • Organizes, schedules, and distributes work among assigned personnel and ensures proper branch staff levels to meet customer needs.
2. Implement of the bank branch strategies and marketing plan
   • Implement strategies to achieve goals assigned to the branch as established in the Bank’s overall strategic plan, assist in the development of the annual budget for the branch and adheres to budget parameters.
   • Perform active marketing to increase sales.
   • Responsible for expanding the lending & deposit portfolio of the branch with quality new businesses.
   • Ensuring regular, effective and efficient marketing approaches and technics and involvement of working team.
3. Implementation of the policies and procedures
   • Adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements; ensures that the office/branch and all personnel adhere to the same.
   • Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
   • Implementation of updates in policies and procedures.
   • Assuring staff awareness of the policies and procedures and the policies/procedures are accessible to the branch staff.
   • Ensuring all staff are obeying HR dress code and attendance policy.
4. Staff capacity building, professionalism development/Trainings
   • Ensuring that all the branch staff specially customer service personnel are adequately trained on product knowledge, services and selling techniques.
   • Conducting regular on job training on services, products and procedures.
   • Conducting brainstorming events and problem solving group discussions.
   • Supporting Learning and Development unit of HR on scheduling trainings and sharing staff lists including supervising L&D online trainings and exams/tests.
   • Requesting HRD/L&D on staff capacity development courses.
   • Makes provisions for the proper orientation and training of new personnel.
   • Reviews employee performance throughout the probationary period and on an annual basis thereafter.
5. Internal controls
   • Keeps personnel informed of pertinent policies and procedures changes affecting the bank and/or their jobs; creates an atmosphere in which upward communication from employees is encouraged.
   • Manages and supervises recording of static data and customer data.
   • Ensuring all the register books are maintained appropriately.
   • Ensuring the cash/vault/deliveries and assignments handover/takeover takes place according to the procedures.
   • On-time and proper checking (regular and surprisingly) of deliverables, cash and pending tasks including tasks in progress.
   • Maintaining satisfactory ranking of audit reports.
   • Regular checks of daily operations including vault, tills and transaction slips.
   • CCTV recordings not to be missed.
   • Staff attendance and punctuality.
   • Assuring all equipment and assets of the bank are active and in place to avoid any loss to the bank asset and assuring smooth branch operations.
   • Maintaining proper recording of daily activities and adequate filing.
6. Preparing and providing timely reports
   • Provides periodic reports to the Consumer Banking and other groups as required throughout the Bank.
   • Ensures that all sales and customer service reporting information is provided on a timely basis.
   • Maintaining proper and update MIS of the branch targets and achievements.
7. Internal meetings
   • Actively participates in community organizations and activities in a manner, which reflects favorably on the Bank.
   • Conducts regularly scheduled (at least twice a month) sales and customer service meetings; actively encourages staff to build customer relationships.
   • Conducting weekly staff meetings.
   • Participate in the BGM called meetings.
   • Participating in other departments meetings and IA close out meetings.
8. External meetings/participations/Exhibitions
   • Attending DAB meetings in coordination with BGM seniors.
   • Attending assigned exhibitions and reporting the outcome and sharing feedbacks.
   • Participating conferences, seminars and any other official invitations in coordination with BGM seniors.
   • Attending customer meetings.
   • Attending biddings as per the business needs.
9. Supporting general services (GS) and procurement departments
   • Manages and supervises the purchasing of various office supplies and stationaries in coordination with GS and Procurement departments.
   • Preparing quotations.
   • Finding vendors and suppliers as per the GS and Procurement departments requirements and needs.
   • Participating the biddings and negotiation discussions.
   • Playing active role in cost cutting.
   • Managing the branch office supply and stationary needs and requests.
   • Purchasing goods as per the GS/PC and Bank approved requests.
   • Managing maintenance process.
   • Inventory management.
10. Supporting legal department
    • Signing legal documents on behalf of legal department as per legal staff request.
    • Attending court events and relevant tasks.
    • Mortgage process.
    • Responding inquiry letters/Estilams in coordination with legal department.
    • Legal cases follow us and intermediating between customers and legal staff.
11. Support to EBU/digital banking including ATMs
    • ATMs’ inside and outside the branch replenishments.
    • Providing acceptable notes to the ATMs replenishments.
    • ATMs’ technical issues follow up, and ATMs maintenance including cash counts and troubleshooting.
    • Preparing ATMs cash reports.
    • E-Cash onboarding and transactions process.
    • Collecting and delivery of captured cards.
12. Support to treasury deals and cash deliveries
    • Managing TFO cash deals with DAB and MSPs.
    • Arranging/accepting TFO deals related exchange cash.
    • Cash deliveries management (For Pain on IDs, Exchanges, DAB Deposits/withdrawals, money taxi and door to door payments).
    • Managing time worn notes.
13. Supporting other business units
    • Responsible for all operational affairs of other business units’ customers.
    • Participating meetings, performing customer visits and follow up on the business operations related affairs.
    • Contributing in goals achievements.
    • Serving other business units’ customers at the branch and solving their problems.
    • Reporting.
    • Loan and Guarantees documentations process and customer follow up.
14. Supporting IT department
    • Support IT department in hardware/software maintenance, troubleshooting and solutions.
    • Cooperating with Network and ISP teams.
    • Being in touch with help desk line to maintain stable system availability and stable operations.
    • Reporting IT security instances.
    • Processing functional right request forms including raising any other branch operations related rights and follow ups.
15. Support to marketing department
    • Performing surveys.
    • Physical marketing visits.
    • Conducting marketing campaigns.