Deputy Branch Operation Manager

About FMFB-A:

As a background, FMFB-A started its operation in 2004, and is part of the Aga Khan Agency for Microfinance (AKAM), which has financial institutions operating in over different countries throughout the world. It is affiliated with the Aga Khan Development Network (AKDN), a group of development agencies working in health, education, culture and rural economic development.

Job purpose:

Deputy Branch Operations Manager is responsible for the entire operations of a branch to ensure there is sufficient internal controls in place and overall branch operation. The incumbent of this position is responsible for supervising customer services and customer care ensuring high quality customer service and after sales service. The position is also responsible to make sure that bank policy and procedures are fully complied with regards to processing transactions in the Flexcube, managing and handling cash in transits and cash in vault.

Job Details:

Position Duties and responsibilities:

1- Internal Control Responsibilities:

• Ensure due diligence in authorization of transactions in Flexcube for cash transactions and customer onboarding/account opening.
• Ensure documents, vouchers and supporting documents related to transactions are reviewed properly and due diligence is made.
• Ensure compliance with bank operation manual, AML and CFT policy with regards to all branch operation.
• Checking and review of cash reconciliations, End of Day process and system user profile access.
• Supervise and monitor process of updating documentations, KYC and audit findings related to branch operation.
• Manage and supervise cash replenishments to ATMs and its reconciliations.
• Take round of Branch every day including vault to report any sign of tempering to security and operation department.

2- Customer Service Responsibilities:

• Ensure customers are received and treated politely with respect in the branch.
• Ensure that front line staff dressing is as per HR policy on dress code.
• Manage and supervise opening of cashier till and running start of day in the system if required on time and ensure staff are ready to serve customers at official hours/counter timing.
• Ensure following basic branch operation requirements are available.
• Sufficient funds available on cashier counter.
• Sufficient forms are available with customer service area, printed stationery and updated stamps are available.
• Availability of necessary marketing materials i.e. Brochures, standees etc. are available at right place.
• Complain Box, customer literacy booklets, leaflets, serviceability of security equipment.
• Ensure that right person is at right place to serve customers as success of branch operation mainly depend on workplace efficiency.
• Branch Environment i.e. cleanliness, proper Branch lighting, suitable temperature etc.
• Handle Corporate customers when they visit branch.

3- Sales and Marketing Responsibilities:

• Ensure timely account opening of customers and growing deposits.
• Ensure timely issuance of various cards including Af Pay Cards, MasterCard or any another card.
• Ensure cross selling and upselling of products and services including online banking, mobile wallet and other services of the bank when customer visit branch.
• Provide information to branch visitors especially corporate clients on bank products and services.
• Ensure promotion of Bank products and services to visiting potential customers.
• Coordinate with Relationship Manager in Operation Department and Marketing department for marketing materials and communicating customer feedback.

4- Other Responsibilities:

• Ensure to on job training of all operation staff on technical aspects of their job and build branch staff capacities.
• Manage and Supervise petty cash and branch related logistical/administrative needs of the branch i.e. monthly branch requests, fuel or any other branch needs.
• Any other responsibility assigned by Branch Manager in coordination/approval from Branch Operation Manager.

Qualification:

1. Having bachelor degree in business Administration or related to the position with four years of Banking experience.
2. Four-year experiences should be in commercial banking, banking operation, general banking, branch management and compliance, or related field.
3. Good command of written and spoken multiple languages with minimum proficiency level on English, Persian.
4. With formal and regular dressing to highly represent FMFB for clients.
5. Good skill of people to attract clients while visiting branch.
6. To have good knowledge of computer MS programs, especially excel.
7. To have good knowledge of banking with good skill of leadership and management.
8. Good presentation and excellent courtesy attitude.
9. Ability to communicate and to maintain good relation with the clientele; good presentation skills and excellent courteous attitude.

Submission Guideline:

If you meet the above requirements, we are encouraging you to apply for this position. Please send us your CV along with a cover letter via email at (vacancies@fmfb.com.af).

Please make sure that your email includes the vacancy ID as the subject line.