The Service Delivery Supervisor reports to the Branch Manager and is responsible for the supervision of branch service delivery, particularly when the Branch Manager is away. The role involves overseeing frontline cash and operations staff to deliver excellent service, identifying and reporting Money Laundering Risks, and ensuring adherence to bank policies to grow market share and reputation.
Responsibilities
Service & Risk Management: Ensure high-quality service at the back office, teller line, and service units. Enhance productivity and minimize operational risks by applying bank policies and reporting potential Money Laundering Risks/suspicious transactions.
Cash Management: Ensure timely opening and closing of the branch/vaults. Facilitate teller cash movement, manage branch cash limits, and maintain joint custody of vault keys. Enforce dual control procedures, minimize cash differences, and maintain branch petty cash.
Sales & Customer Service: Handle customer queries, requests, or complaints within defined SLAs. Train staff on products, services, security, and consumer protection. Manage queues and evaluate client needs to increase deposits through cross-selling Kingdom Bank products. Oversee dormant account activation and appraisal of credit loan applications.
Customer Service Operations: Supervise account opening processes and documentation in the banking system. Maintain up-to-date customer information and ensure timely delivery of certificates and statements. Coordinate branch stationery levels.
Qualifications
University Degree from a recognized university.
Diploma in banking is an added advantage.
5 years’ experience in banking with at least 1 year as a teller and at least 1-year supervisory experience.
Key Attributes and Skills
Strong work ethic and desire to achieve goals.
Excellent Computer Skills.
Attention to detail and able to multitask.
Excellent Organizational and Customer service skills.
High level of concentration and strong communication skills (written and oral).
