Standard Bank Job in Abuja for a Zonal Operations Manager
Feb 2, 2016, 11:22 AM
Standard Bank and Trust Co is committed to hiring, developing,
and retaining the best talent. We provide employees with the
opportunity to improve their skills and grow in their career in order to
achieve personal success and reach longer term potential.
Along with career development opportunities, we provide comprehensive pay and benefits to recognize and reward performance.
Job Title: Zonal Operations Manager
Job Details
Business Banking
Job Purpose
Liaising with different units of the bank to provide
requisite human and material resources and support for these branches in
line with management approved complements based on size, location,
clientele and business.
Ensure compliance of staff to operational policies,
maintaining standardized procedures across the branches and different
service channels whilst serving our esteemed customers.
To ensure adequate coverage of risk and compliance in line
with external statutory and regulatory requirements and internal Audit
expectations.
Lead line managers by effectively monitoring branches and
uptime availability of customer channel touch points such as Internet
banking kiosks, ATM under their regions within the given Audit, risk
governance and customer experience framework.
Key Responsibilities/Accountabilities
To lead and drive teams to provide a positive experience to
our customers at every touch point of contact to create brand loyalty,
reliability and customer referrals.
Customer service
Ensure that customer problems and queries are resolved within laid-down time frames to the satisfaction of the customer.
Ensure reduced numbers of recurring queries of similar nature
due to effective root cause analyses and the actioning thereof in terms
of standards.
Risk management
Ensure that laid-down instructions are adhered to by all areas under control.
Identify major risks affecting the support function and ensure
the necessary steps are taken to measure, monitor and control these
risks.
Ensure maintenance of an effective control structure, with
control activities defined at each level and duties appropriately
segregated.
Monitor internal controls to ensure their adequacy and
effectiveness. Recommend revision of controls to Head, Regional
Operations, where appropriate, to address new or previously uncontrolled
risks.
Preferred Qualification and Experience
Minimum of first degree or its equivalent in numerate or
semi-numerate disciplines such as engineering, computer sciences,
statistics, mathematics.
Minimum of 10 Years branch banking experience, with exposure to all areas under control
Knowledge/Technical Skills/Expertise
Risk control, compliance, safe custody and physical security procedures in place and adhered to.
Operational losses, revenue, expenditure, cash holdings, blank forms and headcount within agreed budgets and projections.
Sales, cross-selling and migration targets met.
Low numbers of exceptions reflected on data clean-up report.
Positive findings of Internal Audit inspection reports and Compliance teams.
Satisfied and well-informed customers as measured by Customer
Evaluation of Bank Service (CEBS) and Customer Satisfaction Survey
(CUSSATS) ratings.
Subordinate effectiveness and motivation.
Efficient voucher flow.
Accurate vouchers and documentation.
Customer queuing times within limits as a result of efficient service.
Deliverables under Service Level Agreements (SLA’s).
Turn-around times for customer problem resolution, new accounts, account maintenance, ATM cards etc. in terms of standards.
