About the job

Branch Operations Supervisor

The Branch Operations Supervisor will be responsible for contributing to the Branch’s (Bank) Performance reporting to the Branch Manager. Their success is dependent on the performance of the Operations team (Tellers and Service Representatives). Thus, it is imperative that the Branch Operating Procedures, Customer Service excellence is executed daily. Two (2) roles are being sought - for our Chaguanas and Gulf City branch.

Key Accountabilities:

Operations Management The Branch Operations Supervisor will be responsible for:

Contributing towards the Branch’s Business Plan. This includes monitoring to ensure that expenses are properly managed to avert wastage.
Supervising the Tellers and Service Representatives (Service Team) to ensure that goals and service disciplines are met.
Assisting with daily kick-offs to enhance staff morale and focus on daily referral targets
Ensuring that Change Management communications pertinent to Policies and Procedures are reviewed, tested and anchored by the Service team.

Coaching and Development The Branch Operations Supervisor will be responsible for:

Coaching and development of the Service team. Thus, monthly coaching sessions must be established to recognize, address any behaviour performance gaps and development of the staff.
Observational coaching of daily functions of the Service team
Training of the Service team.
Monitoring tellers and Service representatives’ performance. This includes monitoring and recording of each teller balancing ratio/cash difference.
Monitoring the overall performance of the service team.

Customer Service Management The Branch Operations Supervisor will be responsible for:

Ensuring that all members of the Service team execute the Service disciplines.
Ensuring that the Service team take accountability for their respective workstations.
Ensuring customers concern/complaints are completed/addressed in a timely manner.
Ensuring that the Service team is ready to serve the customer before the opening of the branch.

Cash and Custody Operations: The Branch Operations Supervisor will be responsible for:

Ensuring that cash and custody is adhered and always maintained.
Ensuring that cash remittance from the vault is executed in double custody (authorized by the Branch Manager).
Ensuring cash, tellers stamps, banks domiciled stamps and customer records are kept in a safe place and treated as confidential data.
Ensuring all items lodged in safe-keeping and proper record keeping logging each item.
Ensuring that combinations are changed/service annually
Ensuring proper record keeping of bait listing and teller take-over of the bait is properly filed.
Ensuring that the ATM is balanced.

Compliance and Reporting The Branch Operations Supervisor will be responsible for:

Reviewing all customers transactions to ensure they are processed accurately and in accordance with Banks Procedures
Ensuring that service team is properly trained to ensure that information remitted to any customer (customer facing environment) are the customer per the bank’s record.
Highlighting any activity deemed unusual document and escalate to the Branch Manager and Compliance Manager.
Ensure that proper due diligence is executed

Experience & Qualifications:BSc. - Management Studies or any relevant Social Science/ Banking Degree

An MBA would be an asset, or an MSc. in any relevant areas

Atleast 5 years of experience within a banking environment, 2-3 of which is supervisory.

Compliance certification would be an asset.

Due date for applications - November 29th 2024.

All Jobs

Branch Operations Supervisor