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Job Title:   Branch Operations Manager  

Organisation: I&M Bank Uganda

Duty Station:  Kampala, Uganda

Reports to: Corporate Centre Manager

About US:

I&M Bank is a leading banking and insurance group in Eastern Africa with a presence in Kenya, Mauritius, Rwanda, Tanzania and Uganda. I&M Bank Uganda is a commercial bank headquartered at Kampala Road plot 6/6A with a growing regional presence.  The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers.

Job Summary:  The Branch Operations Manager will ensure internal controls are adhered to, provide overall leadership and direction for service delivery at the branch, coordinate operations, processes, customer services, physical structure, utilities and general administration of the Branch. To ensure a conducive business environment for staff and customers.

Key Duties and Responsibilities:

Financial:

• Achieve targets detailed in the branch KPI’s & encourage all back office staff to cross sale and refer business deals to branch business team
• Participate in the development of the Bank’s corporate strategy and act as support to the Branch Manager.

Operational:

• Administer the day-to-day running of the branch in line with bank policies and procedures, eradicate fraud and achieve minimum audit grade – Acceptable.
• Co-ordinate and supervise all operational units and ensure strict compliance with regulatory standards and policy.
• Supervise the administration of the vault through effective treasury management and maintain cash holdings within the approved limit.
• Ensure 100% KYC compliance on all files for active accounts in designated branch.
• Ensure DORO reviews, transaction errors are timely resolved and are kept within the approved error rate.
• Ensure that the Branch’s assets and other infrastructural facilities are adequate, functional, safeguarded and able to support the business objectives as well as complement the corporate image/identity
• Ensure that the branch is open and ready to conduct business each day one time and that it’s balanced and out of the system within one hour after closing time.
• Conducts regular review of branch operations in order to ensure that standards are maintained and improved upon.
• Authorise transactions in line with delegated authority while ensuring the due diligence, accuracy and accountability.
• Ensure branch commissions and fees are recovered in line with the relevant tariff guide.
• Ensure prompt settlement of all rates and dues related to the branch as well as remittance of all relevant taxes.
• Stay abreast of the latest developments, best practices and trends in the financial services industry that may impact branch service delivery.
• Balance risk awareness with customer value.
• Ensure proper and accurate maintenance of mandatory registers and files.
• Ensure safe custody and confidentiality of branch records and securities from unauthorized agents by enforcing strict access to rights and back office.
• Carryout review of General Ledger and submit bank report to HO on timely basis and without outstanding items for more than 3 working days.
• Ensure adherence to the risk management framework in identifying, controlling, and monitoring and report risk.
• Ensure sufficient actions are undertaken by the branch to comply with all key regulatory compliance and policies
• Being excellent at getting things done without compromising quality of necessary controls and compliance
• Conduct monthly review of performance levels against approved budgets

Customer Service:

• Ensure effective and efficient service delivery to customers as stipulated in the service Charter.
• Co-ordinate activities to ensure that current operations, practices and processes are in alignment with the best practices.
• Ensure customer complaints are promptly addressed and resolved.
• Ensure ATM uptime is maintained at 95% and reconciliations are up to date.
• Being obsessive about excellent service through ensuring customer service culture amongst staff and fully embedding customer centric propositions.
• Ensure that the cluster complaints process is operating in accordance with OBL’s communication policy.
• Recognise and reward excellent service – intolerance to mediocrity.
• Promote and support ongoing launches and promotions.
• Recommend and participate in the review of the Bank policies and practices impacting service.
• Ensure staff offer outstanding customer service and inline with the bank’s service culture through coaching and mentoring.

People:

• Create an environment in which information is effectively shared among staff and issues are promptly resolved.
• Define performance goals for teams and monitors/evaluates achievement of such goals on a regular basis.
• Manage staff coordination, training and discipline as well as approval of vacation and job rotations as required.
• Ensure staff optimization for effective service delivery.
• Identify in liaison with HR for appropriate job training and staff development programmes.
• Manage performance by carrying out regular staff appraisals inline with their KPI’s.
• Delegate duties to various team members by giving them specific tasks and ensuring business continuity carryout assessment of performance and activities od branch staff by evaluating transactions and activity reports.

Qualifications, Skills and Experience:

• The applicant must hold a first degree or its equivalent in any relevant discipline
• A post graduate or professional qualification (e.g. MBA, ACCA, ACA) will be an added advantage
• Four years of experience in Banking of which at least 2 (two) years must have been spent in a supervisory capacity
• Possess excellent interpersonal skills
• Knowledge of Orient Bank’s product and service offerings
• Ability to communicate clearly and within context
• Demonstrate an understanding of basic electronic banking trends and developments
• Receptive to alternative views, open minded, flexible and adaptable
• Knowledge of basic products and services of the Bank as well as those of competitors
• Possess understanding of key financial indicators/measures for the industry
• Highly Customer Centric
• Has intimate knowledge of the customer’s needs & empathetic for the customers situation
• Ability to communicate clearly, both in written and in speech
• Is willing to build a long-term relationship with the customer (not a “job-hopper”)
• Possess a “thick skin” and is able to handle complaints, even when handling unpleasant customers
• Works accurately and with eye for detail

How to Apply:

All suitably qualified candidates should apply online at the link below

Click Here

Deadline: 4^th May 2022 by 5:00pm

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