Job Purpose

• Ensure that all audit’s findings issues were closely followed up: prepare action plan to close the pending items, with clearly defined responsibilities, closure dates as preparation for future Audit visits, close follow up with the branches and all other dept. escalate any critical / important issue to Manager – Quality Assurance
• To ensure that all staff at branch level are fully aware of the updated SOPs mitigating the risk & full awareness of bank’s policies as well as credit policy to ensure reducing the percentage of rejection / declined cases ( PL, CC, Accounts opening,…. etc.) & arrange training if required.
• To ensure that all staff up to date in term of product knowledge.
• Consolidation of pending items in Audit, ORC feedback and Spot check reports. Maintain a mandate register for customer complaint, feedback and service level.
• Assist with establishing training requirements and analyze training needs.
• Assist with staffing levels by measure and provide report for the area need improvements.

Key Accountabilities

Quality Operations & Quality Service:

• Ensure that all staff in the branches are strictly adhering to:

1. Standard Operation Procedures (SOPs)
2. Procedures & policies on Credit Risk
3. Anti-Money Laundering Procedures – AML & to be updated with the latest guidelines.

• Ensure that all new acquisitions done by branches to be KYC compliant, coordination with Risk to review KYC at branches.
• To ensure providing high quality service to customers by branches representatives by improving the TAT.
• Support branches staff to reduce rejects of loans, credit cards & CASA applications by providing clear processes.
• Monitor SLAs to ensure agreed Turn-Around-Time (TAT) etc. are being met.

Risk & Compliance:

• Ensure that local regulatory compliance functions are in place and monitored properly.
• Frequently checking the handled custodian being registered and updated from time to time as well as double checking the stocks of security items (PIN mailers, returned chqs, chq books not delivered ,,,etc) in the branch and ensure that all these items are handled as per bank security policy.
• Ensuring that relieve is being done properly once a staff is left on annual leave or absence and the register is kept under the supervision of the branch manager. 
• Ensure that business risks and controls are well managed 
• Compliance with code of conduct.
• Ensuring that cash in the teller area is being handled properly as per bank policy (keeping the cash with teller within the assigned limit, big amounts to be transferred to the save on the spot,,, etc.)

Other Accountabilities

Audit and Control Review

• Ensure that all audit’s findings issues were closely followed up: prepare action plan to close the pending items, with clearly defined responsibilities, closure dates as preparation for future Audit visits, close follow up with the branches and all other dept. escalate any critical / important issue to Manager – Quality Assurance
• Key link between internal audit department / internal control & Risk, branches & head office / top management.

HR

• Assist with formulation of branch staff training requirements.
• Monitor branch staff holiday schedules to ensure sufficient staff available at all times.
• Monitor customer branch visit numbers to establish manpower capacity planning.

Other Accountabilities

Job Context

Achieve the high quality business as well as maintaining high standards of customer service professionalism through proper guidance and review of banks SOPs, TAT & processes.

Education

Experience and Skills

Skills

• Leadership & training skills to lead & train people in branch once required. 
• Strong inter personal / presentation skills 
• Communicates clearly and precisely

Work Experience 

• A minimum of 3 years’ experience in Banking and at least 2 years in Retail Banking or Retail Operations or Quality Assurance.

Technical Competencies

Behavioural Competencies