Job Title: Human Resource Intern (No Experience NGO Jobs) Organisation: SNV…
Customer Service Jobs – Branch Manager – Opportunity Bank
Job Title: Branch Manager
Organisation: Opportunity Bank
Duty Station: Kampala, Uganda
Reports to: Regional Manager
About US:
Opportunity Bank Uganda Ltd (OBUL) is a member of Opportunity
International, a global microfinance institution that provides access to
financial services in 27 Countries globally serving over 2 Million customers
with Savings, Credit and other transformational services aimed at transforming
the lives of low income earners.
International, a global microfinance institution that provides access to
financial services in 27 Countries globally serving over 2 Million customers
with Savings, Credit and other transformational services aimed at transforming
the lives of low income earners.
Job Summary: The Branch
Manager will manage and supervise all branch performance and operations by
ensuring that the branch delivers appropriate products and services to clients’
needs, reliable, quality and timely services to customers, while promoting
holistic transformation for both staff and clients, their families and their
communities.
Manager will manage and supervise all branch performance and operations by
ensuring that the branch delivers appropriate products and services to clients’
needs, reliable, quality and timely services to customers, while promoting
holistic transformation for both staff and clients, their families and their
communities.
Key Duties and
Responsibilities:
Responsibilities:
Branch Management and Supervision
- Coordinate the branch staff to ensure
achievement of financial sustainability, market coverage, customer
outreach, savings portfolio growth, transformation, service quality with a
focus on consumer protection and, efficient targets for the branch - Oversee all the branch operational
activities, including loan disbursement, teller services, account opening, - Ensure the day to day management of the
branch, opening and closing the branch and coordinating available
resources - Monitor branch office expenses to ensure
compliance with budget - Coordinate all branch management weekly or
monthly meetings - Monitor all branch property and equipment
movement, there security and review condition compared to book value - Meet set targets for loan disbursement,
Portfolio(PAR) quality and deposits targets - Member of the branch credit committee
- Ensure that client’s complaints and
feedback are appropriately and effectively handled, the complaints
handling channels are in place and effectively being used - Provide assistance to any examination
conducted by BOU, other regulators, external auditors and internal
auditors - Achieve branch customer satisfaction
rating of 90% and Net promoter 90% - Ensures that staff don’t knowingly over
burden clients with debt by monitoring clients over-indebtedness - Coordinate the annual branch planning
process for the branch’s targets and budgets - Ensure that adequate resources are
provided to the branch staff on time - Train, mentor, advice, guide and support
branch staff to ensure staff are motivated and organized to exceed
performance targets - Ensure staff have annual performance
targets that are aligned to OBUL’s strategic plan - Monitor achievement of performance of the
branch against the set objectives and take corrective action against
significant deviations - Ensure weekly and monthly performance
returns to Head office, relating to saving portfolio growth, staffing,
client training and general performance of the branch - Ensure that both new and existing receive
quality training in financial literacy, business management skills, loan
terms and conditions etc… - Ensure branch ambiance and general
cleanness - Operational and credit risk management,
internal control and regulatory policies, procedures and systems
compliance - Communicate clearly to branch staff all
policies, guidelines and procedures, where training is needed it should be
provided - Ensure high level of product knowledge and
risk management systems by all staff - Ensure that both operational and
relationship branch functions and activities are in compliance with local
banking legislation, client protection guidelines and internal control
policies and procedures - Implement and monitor security and fraud
precautions at the branch to protect customer deposits, bank assets and
staff - Conduct unannounced audits of cash in
vault and all branch cash funds and cash limits - Ensure privacy of client data at all
levels, and train staff on how to handle client data - Ensure branch staff behavior is in line
with the code of conduct, core values and mission - Ensure that clients complaints are
registered, solved appropriately or escalated to the responsible person at
head office within the specified time - Ensure that staffs communicate clearly and
effectively to clients in a language that they understand, explaining all
terms and conditions before sale and during sale. - Ensure that clients receive signed copies
of Key facts documents, loan contracts, and their guarantors also receiving
copies of the guarantee contracts.
- Ensures that loan recovery is done
according to policy, or in accordance with the acceptable and unacceptable
collection practices - Ensure staff are well trained in loan
assessment and evaluation to prevent client over-indebtedness - Ensure that new staff before they are
assigned any task are properly trained, but even then continue offering on
job training and mentoring
Branch based marketing, sales and client service strategy and approach
- Ensure profitability of the branch through
cost controls and mobilizing deposits - Ensure staff act fairly and reasonably in
all their dealings with a client or group of clients, not discriminate
against any customer on the grounds of sex, race, color, ethnic origin,
tribe, birth, creed or religion, social standing, political opinion or
disability; - Ensure staff do not exert undue influence
or duress on a consumer to enter into a transaction - Conduct client exit surveys at the branch
, review the client and staff satisfaction survey and impact assessment
reports, use the information for branch improvement is service delivery - Promote a sales oriented culture within
the branch that satisfies the needs of clients and recognizes the
importance of long term customer relationships. - Gain close client contact through field
visits to keep abreast with customer needs, service problems and resolving
problems as necessary - Reinforce the application of superior
customer service - Ensure that client product and service
delivery is aligned to the client protection principles as detailed in the
code of conduct - Establish linkages with other likeminded
organizations that can provide services that OBUL cannot provide to
promote holistic transformation e.g Health services - Train staff on best customer service and
award good customer service
Branch Human Resource management
- Establish and communicates clear and
comprehensive organization structure and job descriptions for all staff
based in the branch - Carry out quarterly and annual performance
reviews, ensures that all branch staff are appraised based on performance
objectives and recommending them for training whenever necessary - Ensure effective management of poor
performance and disciplinary actions - Induct, train, motivate, coach, encourage
and mentor staff - Hold regular reporting and planning
meeting with all branch staff - Reward both social and financial
performance - Ensure staff adhere to the code of conduct
and those who deviate face disciplinary actions - Promote staff spiritual development
activities like devotions, prayer retreats, trainings, team work building
activities etc. - Ensure that both staff and clients have
access to HIV/AIDS preventive and positive living information and those
who are infected are affected are not discriminated. - Conduct staff exit survey’s and inform
management.
Qualifications, Skills and
Experience:
Experience:
- The applicant must hold a Bachelor’s
degree in Business related field - Four years’ experience in banking and 2
years at Supervisory level - Ability to evaluate needs of customers and
determine what products or service would best serve those needs. - Strong interpersonal and communication
skills. - Leadership and team building skills.
- Negotiation skills.
- Proactive and decisive.
- Creativity and passion for business
development and acquisition. - Technology savvy.
- Analytical and credit skills.
- Good people management skills
- Adult learning training skills
- Project planning and management skills
How to Apply:
All suitably qualified and interested candidates should send their
signed application letters together with their resume addressed to;
signed application letters together with their resume addressed to;
The Human Resource Manager
Opportunity Bank Uganda
P.O. Box 33513
Plot 1259, Old Kiira Road,
Kampala. Uganda
Deadline: 29th March 2018
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