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Branch Manager in Muscat - Oman

Experience: 7 - 12 yrs.
Education:Basic - Any Graduation
Nationality: Omani
Industry Type: Banking / Financial Services / Broking
Functional Area:Top Management / Senior Management Mar 27, 2019


Job Description

A. JOB PURPOSE
To lead and ensure effective retail sales and services outlet providing superior customer focused service to achieve the Branch Targets and ensure all internal controls, regulatory and compliance requirements are met thus leading to strong business growth and optimum level of customer satisfaction.

B. KEY ACCOUNTABILITIES
1. Financials

Ensure achievement of assigned targets.
To ensure increase in the customer base of the Branch by sourcing new business, retaining the existing customers and capitalizing cross-sell opportunity; in order to achieve higher revenue.

2. Customer Service
• To provide guidance and recommendations in order to support the resolution of all customer cases to improve overall customer experience.
• To ensure to maintain quality of service delivery to ensure outstanding customer service experience.
• Generate surveys from the customer on the service experience to minimize customers’ complaint.
• To ensure Zero tolerance in customer services related complaints.
• To ensure maintain Branch upkeep to facilitate customer friendly environment and Wow experience.
• To ensure welcome greetings are followed in branch and on phone calls with standard response.
• To get involve in sales activities in order to Improve overall customer experience and branch performance
3. Controls & Compliance
• To ensure all processes are followed as per Branch Operations, Foreign exchange manuals & KYC/AML policy; while ensuring Compliance and TATs are met as per Service Level Agreement between departments.
• To ensure branch security is maintained as per security guidelines to mitigate security risk.
• To ensure that all regulatory reporting are submitted on timely basis to avoid non-compliance at all levels.
• To ensure proper signage / tariff / rates / other regularity requirements are in place.
4. Cost Management & Business Growth
• To manage of variable cost factor pertains to branch and to maintain the cost at minimum level and within budget.
• To ensure recovery of all charges from customers to avoid any financial loss.

5. People Management

• To optimize staffing within the branch to meet or exceed service levels and continuously improving productivity
• To oversee the operational workload and discipline of team; ensuring allocated staff are fully utilized in order to deliver against agreed branch performance
• To allocate work and arrange training and guidance to a team to enable the effective delivery of a range of operational processes improving overall branch ambiance. This includes monitoring of all branch security issues as well.
• To ensure implementation of a transparent and effective KPIs setting and appraisal process in time with local and regional guidelines.
• To ensure that staff every year follow the leave plan process as per HR.
• To take additional responsibilities as and when required by the management

C. QUALIFICATIONS AND EXPERIENCE

1. Minimum qualifications:
• Graduate.

2. Minimum experience:
• Minimum of 7 years of Branch Banking
• Strong written and oral communication skills
• Proven leadership skills, and the ability to coach staff to ensure high level of customer service

D. JOB CONTEXT
• To continuously initiate process improvement for service excellence; ensure standards of premises and Central Bank compliance to avoid penalties.
• Leadership skills to lead and motivate the team.
• Strong selling and inter-personal skills required to convince customers.


Keyword: Branch Manager, Management, Bank Operations
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