Manager Service Centre

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

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 in order to achieve operational targets including prioritisation and work schedules.
Benchmark productivity of the department against industry standards and create measures to improve productivity.
Review performance against balanced scorecard components as prescribed by the Executive, discuss gaps and agree action plans to close gaps.
Contribute to the development of business unit strategy for the next 2-3 years by providing a view on potential improvements for products or services and an assessment of the existing situation and anticipated changes in the external environment.

Key Accountabilities: People Management - 30%

Manage a team of staff to ensure effective daily operations.
Develop a high performing team by embedding formal performance development and informal coaching.
Encourage frequent knowledge sharing between team members.
Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year.
Establish and maintain a succession plan for the team.
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
Review and update the department’s organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
Motivate to and obtain approval from the Head of Cluster for any additional headcount for the team.
Approve leave requests for team members and create leave plans to ensure adequate coverage.
Monitor overtime and ensure that it is kept to a minimum. Report excessive overtime to the Head of Cluster and create plans to address the issues.
When required, initiate disciplinary processes for team members calling on support from Human Resources when required.

Key Accountabilities: Controls - 15%

Manage the implementation of all processes and procedures as stipulates in all branch operation manuals.
Ensure all reports and returns are prepared and submitted on time as required.
Ensure that business continuity plan is up to date and staff are fully aware of it and the responsibilities attached thereon.
Build awareness, keep up to date and comply with KYC and AML regulations, comply and keep up to date with all policies and procedures.
Adhere to the procedure for protecting one's id and password.
Manage and ensure prompt execution of audit queries/requests.
Ensure Branch cash balances daily.
Ensure adherence to safety and security.
Ensure daily cash position is reported as required.
Ensure that strong room keys are properly managed as per policy.
Ensure that hand-overs of keys are properly done.
Report excess as soon as it arises and arrange for insurance cover.
Ensure that snap checks are done and recorded.
Manage all cash limits in the branch i.e. teller limits and total branch cash limits.
Manage and control effective ATM Replenishment and Balancing.
Manage and control cash movement to and from the branch and confirm security arrangement are in place.

Key Accountabilities: Drive the achievement of contracted targets in the branch - 20%

Build, develop and maintain a high-performing team committed to achieving success through others.
Lay down strategies for achieving contracted targets and communicate to branch staff.
Look for new customers and take over business from competitors.
Implement world-class management practices to drive branch performance in achieving branch targets.
Lead the branch in identifying and meeting customer needs through selling and cross-selling NBC products and services.
Implement lead generation and referral systems in the branch.
Review and evaluate the branch performance in accordance with the strategy.
Manage business risk in the area of responsibility.

Key Accountabilities: Enhance the unit image in the community - 10%

Identify a network of key customers and role players in the community and build relationships with them.
Create and maintain a high profile in the community.
Participate in community functions effectively.

Key Accountabilities: Manage personal career development - 5%

Keep updated with circulars, manuals and policies.
Meet training objectives as set out in personal training and development plan.
Proactively identify personal development areas and training needs.
Possess competent knowledge of NBC products and services and keep updated of changes.

Role / Person Specification

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)