Purpose of the job:

To support the sustainable and profitable growth of the Bank by enhancing the attraction, satisfaction and retention of customers through excellent customer service delivery, and improving the efficiency of the branch operation and resource utilization.

Main Duties and responsibilities:

• Develop and implement service delivery plan and programs to optimize service excellence and customer experience in the branch.
• Ensure proper compilation of information for loan and foreign currency request and submission of the same to the appropriate organ for further processing and approval.
• Communicate with customer relationship management and other concerned staff members to ensure coordination, consistency, and to create selling and cross-selling opportunities, and assist in responding to questions and resolving issues.
• Monitor customer service delivery in the branch and ensure that customer expectations are consistently meet and exceeded.
• Work with Branch Operations Director in establishing customer service, operational and business objectives for the Branch.
• Provide input to branch operation to support performance measurement and control.
• Contribute to the growth and expansion of service lines in the Branch and drive profitability and productivity of the Branch.
• Receive customer complaints and take immediate actions to solve issues under one’s authority and refer to the right unit for speedy resolution when necessary.
• Maintain adequate customer service staffing level and ensure that all customer service personnel are properly trained with respect to product knowledge, service delivery and communication techniques to meet customer service needs as well as business objectives.
• Collaborate with Marketing and Customer Management Teams in implementing local marketing initiatives to promote the Bank and its products and services to local customers.
• Review Income and Expense Summary Accounts of the Branch, apply appropriate follow-up on controllable expenses and ensure that the Branch’s books of accounts are in balance.
• Check the accuracy of daily reconciliation reports and statement of fund position on Forex and Local Currency and forward a copy of the reports to the concerned organs.
• Monitor the Branch's compliance with operating policies and procedures and outside regulatory requirements, and make recommendations for changes/improvements as appropriate.
• Monitor the security, maintenance and cleanliness of the branch and the branch’s properties.
• Ensure branches are open and available for service on time.
• Ensure branches and vaults are closed properly and on time.
• Direct the proper recording and maintenance of transactions.
• Prepare, review and submit various periodic and ad hoc reports including audit and inspection rectifications reports, compliance reports regarding overall branch operations.
• Keep dual control of vault and petty cash, arrange for cash consignments by maintaining the established cash holding limit of the Branch.
• Monitor the supply of cash against signature to the cashier and handling of the necessary replenishments.
• Sign tickets and authorize/approve daily transactions, approve opening, closing, blockage and release of customer accounts in accordance with established procedures and delegated authority.

Generic Duties of the Position:

• Develop and implement the Branch’s plans and objectives.
• Develop, approve and monitor the Branch’s budgets.
• Identify human resources requirements of the Branch’s and develop plan for meeting the requirements.
• Review, approve and submit Branch reports to relevant organs.
• Support the development of subordinates through periodic performance evaluations, coaching, mentoring, ongoing performance dialogue and feedback.
• Manage disciplinary concerns of the Branch’s staff.
• Represent the Division in internal and external relationships.
• Participate in group decision making process by forming part of different groups/committees.

Function: Customer Management

Department: Branch Operation

Division: Branches

Reporting To: Director, Branch Operation

Direct reports: Customer Service Partner, Customer Service Supervisor, Cash Operation Supervisor, Branch Support Coordinator (optional), Security Officer, Internal Auditor

Duty Station; Branches

Required no.: 15

Job Requirements

Qualification and Experience:

Manager (Tier II)

Education

• Master’s degree or Bachelor’s degree in Management, Economics, Accounting, Business Administration or related fields.

Experience

• Four (4) years for Masters and six(6) years for Bachelor of relevant banking experience of which two (2) and (3) years of experience in supervisory positions.

Professional Qualification

• IFB Certification is Advantageous

Senior Manager

Education

• Master’s degree or Bachelor’s degree in Management, Economics, Accounting, Business Administration or related fields.

Experience

• Six (6) years for Masters and eight (8) years for Bachelor of relevant banking experience of which three(3) and four (4) years of experience in supervisory positions.

How to Apply

Interested applicants should submit their non-returnable CV and photocopies of other relevant documents with application letter to Hijra Bank S.C through the email below only. Email, hijrabank2019@gmail.com

Only short-listed candidates will be contacted.

NB: Applicants should have to specify (write) the position they are applying for on their cover   letter and email statements and any application after dead line will not be accepted.