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About this job
Manager Service Centre
Reference Number: R-15974670
Job Summary
Manage overall performance of the service center in terms of set sales, services and operational targets.
Job Description
Key Accountabilities
Business management - 20%
Allocate duties to team members to achieve operational targets, including prioritization and work schedules.
Benchmark department productivity against industry standards and create measures to improve productivity.
Review performance against balanced scorecard components, discuss gaps, and agree on action plans.
Contribute to the development of the business unit strategy by providing insights on potential product/service improvements, assessing the current situation, and anticipating external changes.
People management - 30%
Manage a team for effective daily operations.
Develop a high-performing team through formal performance development and informal coaching, encouraging knowledge sharing.
Create effective workforce and recruitment demand plans (revised at least twice yearly).
Establish and maintain a succession plan for the team.
Interview and recruit new team members, determining appropriate compensation levels with HR input.
Review and update the department's organization structure and role descriptions annually.
Obtain approval for additional headcount.
Approve leave requests and create leave plans.
Monitor overtime and report excessive overtime, creating plans to address issues.
Initiate disciplinary processes when required, with HR support.
Controls - 15%
Manage the implementation of processes and procedures as stipulated in branch operation manuals.
Ensure timely report and return submissions.
Ensure the business continuity plan is up-to-date and staff are aware of responsibilities.
Build awareness and ensure compliance with KYC and AML regulations and policies.
Adhere to procedures for protecting IDs and passwords.
Manage and ensure prompt execution of audit queries/requests.
Ensure daily branch cash balances.
Ensure adherence to safety and security.
Manage all cash limits in the branch.
Manage ATM replenishment and balancing.
Manage cash movement and confirm security arrangements.
Drive the achievement of contracted targets in the branch - 20%
Build and maintain a high-performing team.
Develop strategies for achieving targets and communicate them to staff.
Seek new customers and acquire business from competitors.
Implement best practices to drive branch performance.
Meet customer needs through selling and cross-selling products and services, implementing lead generation and referral systems.
Review and evaluate branch performance and manage business risks.
Enhance the unit image in the community - 10%
Identify and build relationships with key customers and community stakeholders.
Maintain a high profile in the community.
Participate effectively in community functions.
Manage personal career development - 5%
Stay updated on circulars, manuals, and policies.
Meet training objectives.
Proactively identify personal development areas and training needs.
Possess competent knowledge of NBC products and services.
Education and Experience Required
Bachelor's degree in Commerce/Banking and Finance
At least 5 years of working experience
Knowledge & Skills
Deciding and initiating action
Learning and researching
Entrepreneurial and commercial thinking
Relating and networking
Adapting and responding to change
Persuading and influencing
Creating and innovating
Qualifications
Bachelor's Degrees and Advanced Diplomas - Business, Commerce and Management Studies
Commercial mindset - Junior (Meets some of the requirements and would need further development)
Customer Excellence - Service Delivery (Meets all of the requirements)
Digital familiarity (Meets all of the requirements)
Effective communication - Basic (Meets all of the requirements)
Experience in a similar environment
Openness to change (Meets some of the requirements and would need further development)
Product and/or Service Knowledge (Meets all of the requirements)
Sales Management (Meets some of the requirements and would need further development)
Reference Number: R-15974670
Job Summary
Manage overall performance of the service center in terms of set sales, services and operational targets.
Job Description
Key Accountabilities
Business management - 20%
Allocate duties to team members to achieve operational targets, including prioritization and work schedules.
Benchmark department productivity against industry standards and create measures to improve productivity.
Review performance against balanced scorecard components, discuss gaps, and agree on action plans.
Contribute to the development of the business unit strategy by providing insights on potential product/service improvements, assessing the current situation, and anticipating external changes.
People management - 30%
Manage a team for effective daily operations.
Develop a high-performing team through formal performance development and informal coaching, encouraging knowledge sharing.
Create effective workforce and recruitment demand plans (revised at least twice yearly).
Establish and maintain a succession plan for the team.
Interview and recruit new team members, determining appropriate compensation levels with HR input.
Review and update the department's organization structure and role descriptions annually.
Obtain approval for additional headcount.
Approve leave requests and create leave plans.
Monitor overtime and report excessive overtime, creating plans to address issues.
Initiate disciplinary processes when required, with HR support.
Controls - 15%
Manage the implementation of processes and procedures as stipulated in branch operation manuals.
Ensure timely report and return submissions.
Ensure the business continuity plan is up-to-date and staff are aware of responsibilities.
Build awareness and ensure compliance with KYC and AML regulations and policies.
Adhere to procedures for protecting IDs and passwords.
Manage and ensure prompt execution of audit queries/requests.
Ensure daily branch cash balances.
Ensure adherence to safety and security.
Manage all cash limits in the branch.
Manage ATM replenishment and balancing.
Manage cash movement and confirm security arrangements.
Drive the achievement of contracted targets in the branch - 20%
Build and maintain a high-performing team.
Develop strategies for achieving targets and communicate them to staff.
Seek new customers and acquire business from competitors.
Implement best practices to drive branch performance.
Meet customer needs through selling and cross-selling products and services, implementing lead generation and referral systems.
Review and evaluate branch performance and manage business risks.
Enhance the unit image in the community - 10%
Identify and build relationships with key customers and community stakeholders.
Maintain a high profile in the community.
Participate effectively in community functions.
Manage personal career development - 5%
Stay updated on circulars, manuals, and policies.
Meet training objectives.
Proactively identify personal development areas and training needs.
Possess competent knowledge of NBC products and services.
Education and Experience Required
Bachelor's degree in Commerce/Banking and Finance
At least 5 years of working experience
Knowledge & Skills
Deciding and initiating action
Learning and researching
Entrepreneurial and commercial thinking
Relating and networking
Adapting and responding to change
Persuading and influencing
Creating and innovating
Qualifications
Bachelor's Degrees and Advanced Diplomas - Business, Commerce and Management Studies
Commercial mindset - Junior (Meets some of the requirements and would need further development)
Customer Excellence - Service Delivery (Meets all of the requirements)
Digital familiarity (Meets all of the requirements)
Effective communication - Basic (Meets all of the requirements)
Experience in a similar environment
Openness to change (Meets some of the requirements and would need further development)
Product and/or Service Knowledge (Meets all of the requirements)
Sales Management (Meets some of the requirements and would need further development)