Role Summary:

The role holder provides customers with the facility to undertake a range of cash, cheque and remittance – based transactions and to make use of exchange and collection services. Relevant technical knowledge and skills (including speed and accuracy) need to be combined with good interpersonal competencies to enable customer service standards to be met. Customer contact is direct and continuous.

Accountabilities

1. Service Delivery:

Provide a range of telling services in a timely and accurate manner to meet the customer needs. Performance Measures(Suggested): Accuracy levels, Customer Feedback.

2. Transaction Processing:

Process all transactions to meet procedural and control standards. Performance Measures(Suggested): Quality assurance Reports

3. Controls:

Perform all control routines accurately at prescribed times to enable the Bank to monitor physical and account positions. Performance Measures(Suggested): Quality assurance Reports, Audit Reports/rating.

4. Problem Handling:

Respond courteously and effectively to customer’s problems, escalating those beyond the role limits to the superiors. Performance Measures(Suggested): Problems handled effectively, Customer feedback.

5. Promotions/Referrals:

Promote products and services and make customer referrals in order to contribute to unit sales. Performance Measures(Suggested): Customer Referrals (Actual Vs Target)

Competencies:

Customer Service Orientation, Teamwork and Co-operation, Concern for Quality.

Knowledge and Skills:

Technical Knowledge, Product Services, Operational Procedures, Keyboard Skills, Numeracy.

Education and Experience:

Relevant secondary education with 3 years of stretching experience.

Role Summary:

The role holder provides the first point of personal contact with the present/potential customers (internal/external) and has the opportunity to create the first impression. Competencies which deliver courteous and informed treatment of customers to be combines with general understanding of the organization’s products/services and other background knowledge for providing simple services directly.

Accountabilities

1. Visitor Handling:

Interact courteously with all visitors to establish a welcoming rapport and create a favorable first impression. Performance Measures(Suggested):Customer feedback, Mystery shopper findings.

2. Request Handling:

Respond appropriately to visitor’s request for information, service or problem resolution either by meeting these needs directly or guiding the visitor to appropriate service points. Performance Measures(Suggested): Customer feedback, Mystery shopper findings.

3. Customer Awareness:

Make visitors aware of the range of products/service/facilities to address their specific needs. Performance Measures(Suggested): Quality of services

4. Service Provision:

Provide simple information/administrative services directly. Performance Measures(Suggested): Standards/procedures compliance, Customer Satisfaction levels.

5. Reception Upkeep:

Maintain an attractive reception area with display of promotional material to support the projection of professional and friendly image. Performance Measures(Suggested): Quality assurance reports, Customers feedback

Competencies:

Customer Service Orientation, Information Seeking, Teamwork and Co-operation, Self Confidence.

Knowledge and Skills:

Product Services, Oral Communication, Operational Procedures, Language Proficiency.

Education and Experience:

Relevant secondary education with 2 years of stretching experience.

Role Summary:

In transactions processing roles, role holders act as a technical point of reference within the delegated authority levels. In information support roles, role holders often process complex information using structured procedures and offer preliminary analysis for use at higher levels. In either case, there is a need to ensure that all work carried out meets with technical requirements and complies with procedural guidelines. The role holder will be required to resolve routine problems related to regular transactions/tasks and interface with internal and external parties for this purpose. The role may provide technical supervision and guidance to others within the section to ensur e efficiency and accuracy. The role requires technical and process know – how, knowledge of complex practices and procedures and adequate problem solving skills.

Accountabilities

1. Work Completion:

Apply up-to-date knowledge of procedures and practices relevant to own area of work in order to ensure accurate work completion and compliance.Performance Measures(Suggested): Accuracy levels, Quality assurance reports.

2. Service Delivery:

Ensure that all processing services are validated/approved and executed in order to deliver service to customers (Internal/external) as per stipulated standards. Performance Measures(Suggested): Quality of Service delivery (Timeliness, Accuracy), Customer Feedback.

3. Compliance & Control:

Implement compliance and control procedures in order to ensure that all tasks are performed as per procedural requirements. Performance Measures(Suggested): Quality assurance reports, Audi reports / ratings.

4. Problem Resolutions:

Address and resolve day-to-day problems in order to achieve timely and satisfactory solutions. Performance Measures(Suggested): Problems Resolved, Timeliness.

5. Custodianship:

Act as custodian of confidential/legal documents, records and other materials so as to safeguard against misuse or possible losses. Performance Measures(Suggested): Security record

6. Reports/Returns:

Prepare/Compile/Analyse appropriate information required for reports/ returns and ensure their accuracy and timelines prior to submission to Management further action. Performance Measures(Suggested): Accuracy, Timeliness.

7. Supervision/Guidance:

Provide necessary supervision and guidance to the staff for effective completion of tasks. Performance Measures(Suggested): Tasks completion record, Staff feedback.

Competencies:

Information Seeking, Customer Service Orientation, Developing Others, Teamwork and Co-operation, Concern for Quality.

Knowledge and Skills:

Technical Knowledge, Operational Procedures, *Spreadsheets.

Education and Experience:

Relevant secondary education with 6 years of stretching experience.
*wherever applicable

Role Summary:

The roles at this level manage a medium business unit and/ or a group of small business units. The role holders are expected to develop a business plan for their unit(s) and deliver targeted results. The emphasis is on business development, sales and service while complying with the policies and procedures. Business unit management experience with demonstrated people management competencies are essential.

Accountabilities

1. Business Planning:

Develop, define and seek approval for business units strategies, objectives, targets and budgets as a basis for individual performance planning. Performance Measures(Suggested): Business plan/Budget approval, Performance plans.

2. Business Unit Performance:

Achieve business plan objectives and targets to deliver planned business results within an acceptable levels of risks. Performance Measures(Suggested): Business unit results – Actual Vs planned, Quality of business booked.

3. Sales / Relationship Management:

implement agreed selling/relationship management approaches in order to project the organization’s image in the market and achieve targeted volumes/income. Performance Measures(Suggested): Volumes/Income – Actual Vs planned, Cross selling ratio.

4. Customer Service:

Implement Customer service standards in order to deliver consistent and superior service. Performance Measures(Suggested): Customer satisfaction levels, Initiatives implemented.

5. Compliance & Risk Control:

ensure compliance and risk control policies, procedures and regulations to protect the organizations interests. Performance Measures(Suggested): Quality assurance reports, Compliance level achieved, Audit report/rating.

Competencies:

Analytical Thinking, Business Orientation, Decisiveness and Judgment, Customer Service Orientation, Directive ness, Impact and influence, Team leadership, Achievement orientation.

Knowledge and Skills:

Market and Industry, Organization Policies, Operational Procedures, Oral Communication, Written communication.

Education and Experience:

Relevant degree with 8 years of stretching experience.

Role Summary:

A core professional relationship role responsible for developing large to medium customer relationships, providing advice/solutions based on through analysis of customer needs. Works needs to be to a high standard and fully complaint. Role holder may manage a small team mainly providing services relating to relationship management.

Accountabilities

1. Business Development:

Regularly review the market to identify opportunities in allocated segments and develop proposals for approval. Performance Measures(Suggested): Business growth achieved

2. Proposals:

Prepare and gain approval for proposals that will meet the policies and customer needs. Performance Measures(Suggested): No of proposals, Accepted, Rejected.

3. Risk Analysis:

Analyse risks to assess risk/returns and initiate timely remedial actions, where appropriate. Performance Measures(Suggested): Remedial actions, Quality of Portfolio.

4. Relationship Management:

Take personal responsibility for the establishment and maintenance of key relationships to leverage business achievement. Performance Measures(Suggested): Revenue / Account growth, Customer satisfaction levels.

5. Professional Advice:

Provide professional and expert advice on products and services to customers and business leads to other units to ensure that business opportunities are realized. Performance Measures(Suggested): Cross selling leads provided, Business opportunities realized.

6. Account Reviews:

Regularly review account performance and make appropriate recommendations for optimizing returns. Performance Measures(Suggested): Timelines of reviews, Business opportunities realised.

7. Compliance:

Comply with the approves policies, procedures and norms to protect the organization’s and customer’s interests. Performance Measures(Suggested): Quality of Portfolio, Audit report/rating.

8. Staff Supervision:

Supervise and guide a team of junior relationship/support staff to deliver targeted results. Performance Measures(Suggested): Staff satisfaction level, Results achieved.

Competencies:

Analytical Thinking, Business Orientation, Customer Service Orientation, Team Leadership, Achievement Orientation.

Knowledge and Skills:

Products and Services, Market and Industry, Organization Policies, Oral Communications, Written Communication, Selling.

Education and Experience:

Relevant part professional qualification with 6 years of stretching experience.

Role Summary:

The role holders head either a major and complex business unit or a group of significant business units. The roles at this level have accountability for the achievement of t argeted income/operating profit and business growth of the unit(s) managed within acceptable level of risk. Essentially, the role holders interpret and convert business strategies in to more highly focused business plans and objectives that are cascaded down and implemented as individual performance plans. Effective interface management with customers at senior levels and internal service providers across a range of levels is an integral part of the role. The roles have significant management content in terms of approving/recommending business decisions and people management. Extensive business management experience, technical expertise along with planning and leadership competencies are required.

Accountabilities

1. Business Planning:

Develop, define, seek agreement and cascade down the objectives, plans and targets for the Business Centre for detailed development of budget, performance plans and support. Performance Measures(Suggested): Business plan approval, Budget approval, Performance plans.

2. Business Strategy Input:

Provide and advise the business on market trends and competitor responses as an active input to business and product strategy development. Performance Measures(Suggested): Strategy inputs accepts

3. Business Performance:

Ensure business plan objectives and targets are met or exceed in order to contribute to the planned business results. Performance Measures(Suggested): Business results – Actual Vs planned

4. Business Development/Sales:

Develop and implement customer/market/product focused business development/sales strategies in order to achieve targeted volumes/ income. Performance Measures(Suggested): Strategies implemented, Volumes/income – Actual Vs planned.

5. Customer Relationships/Service:

Build critical customer relationships and implement customer service policies and standards consistently in order to sustain and enhance customer satisfaction and retention. Performance Measures(Suggested): Customer satisfaction levels, Customer Retention feedback.

6. Risk Management:

Identify, evaluate and mitigate all risks involved within the policy framework to optimize risk–reward outcomes. Performance Measures(Suggested): Effectiveness of risk mitigation strategies, Quality of business booked, Provision levels.

7. Compliance and Control:

Ensure compliance with the relevant policies, procedures and regulations to protect the bank’s interests. Performance Measures(Suggested): Quality assurance reports, Audit report / Rating, Compliance level achieved.

8. Interface Management:

Identify, influence, obtain and manage internal processing/ support services in order to support the achievement of business objectives . Performance Measures(Suggested): Support needs identifies, Projects/actions initiated, Service centre quality tracked.

9. Human Resources:

Lead, manage, motivate and develop a team of managers to ensure desired levels of productivity and competency. Performance Measures(Suggested): Business results achieved, Identified successors, Staff satisfaction level.

Competencies:

Analytical Thinking, business Orientation, Decisiveness and Judgement, Strategic Orientation, Directiveness, Team Leadership, Achievement Orientations, Personal Organization.

Knowledge and Skills:

Market and Industry, Organization Policies, Oral Communication, Written Communication.

Education and Experience:

Relevant degree / full professional qualification with 12 years of stretching experience.

Role Summary:

The role holder provides customers with the facility to undertake a range of cash, cheque and remittance – based transactions and to make use of exchange and collection services. Relevant technical knowledge and skills (including speed and accuracy) need to be combined with good interpersonal competencies to enable customer service standards to be met. Customer contact is direct and continuous.

Accountabilities

1. Service Delivery:

Provide a range of telling services in a timely and accurate manner to meet the customer needs. Performance Measures(Suggested): Accuracy levels, Customer Feedback.

2. Transaction Processing:

Process all transactions to meet procedural and control standards. Performance Measures(Suggested): Quality assurance Reports

3. Controls:

Perform all control routines accurately at prescribed times to enable the Bank to monitor physical and account positions. Performance Measures(Suggested): Quality assurance Reports, Audit Reports/rating.

4. Problem Handling:

Respond courteously and effectively to customer’s problems, escalating those beyond the role limits to the superiors. Performance Measures(Suggested): Problems handled effectively, Customer feedback.

5. Promotions/Referrals:

Promote products and services and make customer referrals in order to contribute to unit sales. Performance Measures(Suggested): Customer Referrals (Actual Vs Target)

Competencies:

Customer Service Orientation, Teamwork and Co-operation, Concern for Quality.

Knowledge and Skills:

Technical Knowledge, Product Services, Operational Procedures, Keyboard Skills, Numeracy.

Education and Experience:

Relevant secondary education with 3 years of stretching experience.

Role Summary:

The role holder provides the first point of personal contact with the present/potential customers (internal/external) and has the opportunity to create the first impression. Competencies which deliver courteous and informed treatment of customers to be combines with general understanding of the organization’s products/services and other background knowledge for providing simple services directly.

Accountabilities

1. Visitor Handling:

Interact courteously with all visitors to establish a welcoming rapport and create a favorable first impression. Performance Measures(Suggested):Customer feedback, Mystery shopper findings.

2. Request Handling:

Respond appropriately to visitor’s request for information, service or problem resolution either by meeting these needs directly or guiding the visitor to appropriate service points. Performance Measures(Suggested): Customer feedback, Mystery shopper findings.

3. Customer Awareness:

Make visitors aware of the range of products/service/facilities to address their specific needs. Performance Measures(Suggested): Quality of services

4. Service Provision:

Provide simple information/administrative services directly. Performance Measures(Suggested): Standards/procedures compliance, Customer Satisfaction levels.

5. Reception Upkeep:

Maintain an attractive reception area with display of promotional material to support the projection of professional and friendly image. Performance Measures(Suggested): Quality assurance reports, Customers feedback

Competencies:

Customer Service Orientation, Information Seeking, Teamwork and Co-operation, Self Confidence.

Knowledge and Skills:

Product Services, Oral Communication, Operational Procedures, Language Proficiency.

Education and Experience:

Relevant secondary education with 2 years of stretching experience.

Role Summary:

In transactions processing roles, role holders act as a technical point of reference within the delegated authority levels. In information support roles, role holders often process complex information using structured procedures and offer preliminary analysis for use at higher levels. In either case, there is a need to ensure that all work carried out meets with technical requirements and complies with procedural guidelines. The role holder will be required to resolve routine problems related to regular transactions/tasks and interface with internal and external parties for this purpose. The role may provide technical supervision and guidance to others within the section to ensur e efficiency and accuracy. The role requires technical and process know – how, knowledge of complex practices and procedures and adequate problem solving skills.

Accountabilities

1. Work Completion:

Apply up-to-date knowledge of procedures and practices relevant to own area of work in order to ensure accurate work completion and compliance.Performance Measures(Suggested): Accuracy levels, Quality assurance reports.

2. Service Delivery:

Ensure that all processing services are validated/approved and executed in order to deliver service to customers (Internal/external) as per stipulated standards. Performance Measures(Suggested): Quality of Service delivery (Timeliness, Accuracy), Customer Feedback.

3. Compliance & Control:

Implement compliance and control procedures in order to ensure that all tasks are performed as per procedural requirements. Performance Measures(Suggested): Quality assurance reports, Audi reports / ratings.

4. Problem Resolutions:

Address and resolve day-to-day problems in order to achieve timely and satisfactory solutions. Performance Measures(Suggested): Problems Resolved, Timeliness.

5. Custodianship:

Act as custodian of confidential/legal documents, records and other materials so as to safeguard against misuse or possible losses. Performance Measures(Suggested): Security record

6. Reports/Returns:

Prepare/Compile/Analyse appropriate information required for reports/ returns and ensure their accuracy and timelines prior to submission to Management further action. Performance Measures(Suggested): Accuracy, Timeliness.

7. Supervision/Guidance:

Provide necessary supervision and guidance to the staff for effective completion of tasks. Performance Measures(Suggested): Tasks completion record, Staff feedback.

Competencies:

Information Seeking, Customer Service Orientation, Developing Others, Teamwork and Co-operation, Concern for Quality.

Knowledge and Skills:

Technical Knowledge, Operational Procedures, *Spreadsheets.

Education and Experience:

Relevant secondary education with 6 years of stretching experience.
*wherever applicable

Role Summary:

The roles at this level manage a medium business unit and/ or a group of small business units. The role holders are expected to develop a business plan for their unit(s) and deliver targeted results. The emphasis is on business development, sales and service while complying with the policies and procedures. Business unit management experience with demonstrated people management competencies are essential.

Accountabilities

1. Business Planning:

Develop, define and seek approval for business units strategies, objectives, targets and budgets as a basis for individual performance planning. Performance Measures(Suggested): Business plan/Budget approval, Performance plans.

2. Business Unit Performance:

Achieve business plan objectives and targets to deliver planned business results within an acceptable levels of risks. Performance Measures(Suggested): Business unit results – Actual Vs planned, Quality of business booked.

3. Sales / Relationship Management:

implement agreed selling/relationship management approaches in order to project the organization’s image in the market and achieve targeted volumes/income. Performance Measures(Suggested): Volumes/Income – Actual Vs planned, Cross selling ratio.

4. Customer Service:

Implement Customer service standards in order to deliver consistent and superior service. Performance Measures(Suggested): Customer satisfaction levels, Initiatives implemented.

5. Compliance & Risk Control:

ensure compliance and risk control policies, procedures and regulations to protect the organizations interests. Performance Measures(Suggested): Quality assurance reports, Compliance level achieved, Audit report/rating.

Competencies:

Analytical Thinking, Business Orientation, Decisiveness and Judgment, Customer Service Orientation, Directive ness, Impact and influence, Team leadership, Achievement orientation.

Knowledge and Skills:

Market and Industry, Organization Policies, Operational Procedures, Oral Communication, Written communication.

Education and Experience:

Relevant degree with 8 years of stretching experience.

Role Summary:

A core professional relationship role responsible for developing large to medium customer relationships, providing advice/solutions based on through analysis of customer needs. Works needs to be to a high standard and fully complaint. Role holder may manage a small team mainly providing services relating to relationship management.

Accountabilities

1. Business Development:

Regularly review the market to identify opportunities in allocated segments and develop proposals for approval. Performance Measures(Suggested): Business growth achieved

2. Proposals:

Prepare and gain approval for proposals that will meet the policies and customer needs. Performance Measures(Suggested): No of proposals, Accepted, Rejected.

3. Risk Analysis:

Analyse risks to assess risk/returns and initiate timely remedial actions, where appropriate. Performance Measures(Suggested): Remedial actions, Quality of Portfolio.

4. Relationship Management:

Take personal responsibility for the establishment and maintenance of key relationships to leverage business achievement. Performance Measures(Suggested): Revenue / Account growth, Customer satisfaction levels.

5. Professional Advice:

Provide professional and expert advice on products and services to customers and business leads to other units to ensure that business opportunities are realized. Performance Measures(Suggested): Cross selling leads provided, Business opportunities realized.

6. Account Reviews:

Regularly review account performance and make appropriate recommendations for optimizing returns. Performance Measures(Suggested): Timelines of reviews, Business opportunities realised.

7. Compliance:

Comply with the approves policies, procedures and norms to protect the organization’s and customer’s interests. Performance Measures(Suggested): Quality of Portfolio, Audit report/rating.

8. Staff Supervision:

Supervise and guide a team of junior relationship/support staff to deliver targeted results. Performance Measures(Suggested): Staff satisfaction level, Results achieved.

Competencies:

Analytical Thinking, Business Orientation, Customer Service Orientation, Team Leadership, Achievement Orientation.

Knowledge and Skills:

Products and Services, Market and Industry, Organization Policies, Oral Communications, Written Communication, Selling.

Education and Experience:

Relevant part professional qualification with 6 years of stretching experience.

Role Summary:

The role holders head either a major and complex business unit or a group of significant business units. The roles at this level have accountability for the achievement of t argeted income/operating profit and business growth of the unit(s) managed within acceptable level of risk. Essentially, the role holders interpret and convert business strategies in to more highly focused business plans and objectives that are cascaded down and implemented as individual performance plans. Effective interface management with customers at senior levels and internal service providers across a range of levels is an integral part of the role. The roles have significant management content in terms of approving/recommending business decisions and people management. Extensive business management experience, technical expertise along with planning and leadership competencies are required.

Accountabilities

1. Business Planning:

Develop, define, seek agreement and cascade down the objectives, plans and targets for the Business Centre for detailed development of budget, performance plans and support. Performance Measures(Suggested): Business plan approval, Budget approval, Performance plans.

2. Business Strategy Input:

Provide and advise the business on market trends and competitor responses as an active input to business and product strategy development. Performance Measures(Suggested): Strategy inputs accepts

3. Business Performance:

Ensure business plan objectives and targets are met or exceed in order to contribute to the planned business results. Performance Measures(Suggested): Business results – Actual Vs planned

4. Business Development/Sales:

Develop and implement customer/market/product focused business development/sales strategies in order to achieve targeted volumes/ income. Performance Measures(Suggested): Strategies implemented, Volumes/income – Actual Vs planned.

5. Customer Relationships/Service:

Build critical customer relationships and implement customer service policies and standards consistently in order to sustain and enhance customer satisfaction and retention. Performance Measures(Suggested): Customer satisfaction levels, Customer Retention feedback.

6. Risk Management:

Identify, evaluate and mitigate all risks involved within the policy framework to optimize risk–reward outcomes. Performance Measures(Suggested): Effectiveness of risk mitigation strategies, Quality of business booked, Provision levels.

7. Compliance and Control:

Ensure compliance with the relevant policies, procedures and regulations to protect the bank’s interests. Performance Measures(Suggested): Quality assurance reports, Audit report / Rating, Compliance level achieved.

8. Interface Management:

Identify, influence, obtain and manage internal processing/ support services in order to support the achievement of business objectives . Performance Measures(Suggested): Support needs identifies, Projects/actions initiated, Service centre quality tracked.

9. Human Resources:

Lead, manage, motivate and develop a team of managers to ensure desired levels of productivity and competency. Performance Measures(Suggested): Business results achieved, Identified successors, Staff satisfaction level.

Competencies:

Analytical Thinking, business Orientation, Decisiveness and Judgement, Strategic Orientation, Directiveness, Team Leadership, Achievement Orientations, Personal Organization.

Knowledge and Skills:

Market and Industry, Organization Policies, Oral Communication, Written Communication.

Education and Experience:

Relevant degree / full professional qualification with 12 years of stretching experience.

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