Unit Head- Branch Operations (Duqm)

Position Name: Unit Head -Branch Operations (Duqm)

Department: Government & Transaction banking

Main Role (Overall Accountability)

Responsible for the day-to-day operations of the Branch in terms of ensuring that all transactions processed at the Branch are authentic, accurate and in accordance with the operational policies and procedures. And to implements the relationship management concept through cross sales of e-channels and is the first point of contact.

Principal Accountabilities

• Approve transactions in the system within assigned authorization limits.
• Ensuring that policies and procedures are properly and uniformly implemented in the branch so as to avoid adverse comment from Operations / Audit / Quality functions
• Pro-actively responds to customer enquiries concerning the bank, its products and services with an objective on converting a significant percentage of enquiries into sales and customer retention
• Monitor branch MIS on a regular basis to identify potential areas of fraud and unacceptable risk exposure.(This may include but not limited to overdrafts, unusual account activity, teller settlement differences, and other branch-specific reports).
• Tactical planning of staff utilisation based on branch customer traffic and work load at any given point of time to meet with customer service norms and service levels.
• Concurrently, perform various human resource management and administrative activities, including job assignments, scheduling leave, counselling, and training on all new procedures introduced from time to time.
• Responsible for the supervising the Tellers, Chief Teller, Service Ambassador and their work.
• Ensuring the reconciliation of all branch suspense accounts (general suspense account and FD suspense account ) and passing the necessary entries on the same day or latest by next working day
• Month end GL balancing and updating in electronic register
• Promoting & marketing of e- Channels ( Corporate credit cards, M banking, E banking, etc)
• Audit control to ensure Green audit rating as far as Cash / remittance / Online banking / Credit card area
• Responding to general customer queries immediately over phone / email as and when the same is received
• Proactively coordinating with different stake holders in the Bank for speedy resolution of customer general queries / escalations
• Act as relieving officer for Unit Head Branch Service.
• Assessing and managing AML/ CFT risk

Chief Teller Duties

• Responsible for managing queuing at Teller counters by deploying additional staff temporarily or by diverting customers to alternate channels/counters as appropriate.
• Authorize transactions of Tellers in the system as per delegated authority and review end of day reports for Tellers.
• Ensures all cash related customer issues/complaints are resolved satisfactorily.
• Ensures documentation as per policies in respect of cash transactions.
• Updates and trains staff on any system enhancement and procedural changes pertaining to cash transactions
• Serve as the Product champion for all Remittance products, Cash Management services and ATM services and disseminate information to all the Tellers.
• Performs the duties of Teller in case of emergencies/requirements communicated by the Service Manager. ATM /CDM Related Function till ATM/CDM Centralization.

• Acts as co-custodian for cash in the vault, ATM Cash, Travelers Cheques, Drafts, Teller Box and all securities held in the Branch Vault.
• Ensures that cash in hand (Teller & Vault) is balanced on a daily basis and ATM cash is balanced on a regular basis.
• Reviews Cash/ ATM Cash related suspense accounts on a regular basis to ensure overdue items are addressed appropriately
• Directly supervise the functions of the Tellers and Chief Tellers.Personnel Specification

• Omani National Only.
• Bachelor in Banking/Accounting/Business
• Around 5 years’ experience in a branch with exposure to different areas such as cash, loans, customer service etc.
• Good knowledge of Bank products and services, operational policies and procedures
• Good communication skills, interpersonal skills, tact, maturity and flexible approach
• Knowledge of Banking systems and PC operations.