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)