Service Delivery Supervisor at Kingdom Bank Limited

Ensure supervision of the branch service delivery when the Branch Manager is away

Responsibilities

• Ensure customer Queries, Requests, or Complaints are handled within the defined Service Level Agreements (SLAs)and Turn Around Time
• Training of tellers and sales staff on products, services, policies, procedures, branch security, health, and safety
• Queue management to ensure customers are well taken care of and address any concerns in the branch
• Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening, and questioning techniques, and ensuring quality recommendations that will satisfy the client and influence their decision-making process towards the bank and therefore meeting the Banks longer-term strategic goals
• Contributes to the efficient operation of the branch through the accurate and timely processing of all transactions and account maintenance, including customer instructions, account information requests, account instruments, etc.
• Maintains a complete understanding of all products and services offered via KB distribution channels, with knowledge sufficient to discuss product attributes fully and confidently
• Develops and maintains relationships with new and existing clients to capitalize on opportunities to cross-sell KB products and services to existing and potential clients
• Ensure cash differences are minimized and reported promptly per the policies and procedures.
• Dormant account activation
• Appraisal of credit loan applications
• Facilitates teller cash movement to and from the vault as per SLA
• Manage and maintain cash limits both at Central Cash and Branches and ensure prompt expatriation of excesses
• Ensure that foreign cash held is within the set limit
• Hold in joint custody keys to vault cash compartments and enforces dual control procedures at all time
• Ensure cash differences are minimized and reported promptly as per the laid-down policies and procedures
• Oversees teller duties and assists line with customer transactions during peak periods
• Balances and troubleshoots ATM/debit card concerns

Qualifications

• Bachelor’s degree in Commerce/Business related field.
• Have a minimum of 5 years working in operations in a busy Bank
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry
• Able to apply financial knowledge and skills to achieve business goals
• Able to identify and minimize potential and inherent risks in the banking
• Communicates effectively and can explain complex Business issues
• Track record of motivating, managing, and developing individuals and teams to achieve results
• Proficient in the use of Banking and office management systems