Client Services Director for Osun Region

Primary Performance Areas

Cash Management


Perform reconciliation of the Bank's cash position statement and physical cash in the vault.
Forecast cash levels and their impact on liquidity, proposing alternative strategies for effective management.
Determine optimal cash levels and revise branch cash holding limits based on specified criteria.
Exhibit comprehensive knowledge of cash management processes and utilize this expertise to ensure consistent practices, control, and identification of efficiency opportunities.


Cash Transactions (Deposits & Withdrawals)


Possess extensive experience in cash transactions and capability to handle complex transactions.
Be well-versed in industry regulations and best practices, providing advanced customer service,
Manage multiple transactions concurrently and resolve intricate issues.


Banking Operations Policies


Ensure that operational procedures for various retail banking transactions are designed to facilitate smooth daily operations and comply with regulatory requirements.
Develop models for evaluating the effectiveness of operational procedures.
Conduct reviews and assessments of operational procedures, making necessary adjustments


Cheque Printing and Management


Demonstrate proficiency in printing and managing cheques using standard software applications.
Input data, generate, and print cheques, and perform essential tasks such as canceling, replacing, or voiding cheques.


ATM Operations and Management


Possess fundamental understanding of ATM operation and management,
knowledge of standard procedures for conducting transactions and basic maintenance tasks.


Transaction Processing


Oversee the cashing of various cheque types after verifying amounts and checking deposit slips
Approve deposits and withdrawals by cash, cheque, or fund transfer within the bank or to other banks (e.g., remittance), in local or foreign currencies within an assigned limit after verifying transaction-related information.
Ensure transactions comply with internal anti-money laundering guidelines to detect any suspicious activities and promptly report to management.


Customer Service Management


Address more complex customer inquiries and issues.
Handle conflicts and complaints.
Offer additional information on products and services.
Manage multiple customer needs simultaneously while maintaining effective and efficient customer service standards.


Fixed Asset Maintenance and Reconciliation


Comprehend the fundamental concepts of Fixed Asset Maintenance and Reconciliation.
Establish and maintain basic asset records and perform simple reconciliations.
Identify and locate fixed assets, document their acquisition cost and depreciation.
Carry out basic maintenance tasks such as cleaning and inspection.


Performance Indicators

Cash Management


100% accuracy in reconciling the Bank's physical cash and cash position statement.
Zero instances of low cash levels.
Optimal cash levels maintained.


Cash Transactions (Deposits & Withdrawals)


Percentage of complex cash transactions successfully handled based on their complexity level.
100% adherence to industry regulations and best practices for cash transactions.
Number of non-compliance issues identified during internal or external audits.
100% accuracy in handling multiple transactions simultaneously.


Banking Operations Policies


Percentage of operational procedures compliant with relevant regulatory requirements.
Number of non-compliance issues identified during internal or external audits.
Success rate of designing and implementing models for evaluating operational procedure effectiveness.
Average time required to complete various retail banking transactions.


Cheque Printing and Management


Accuracy of printed cheques.
Zero instances of errors on cheques.


ATM Operations and Management


Percentage of transactions conducted without errors or discrepancies.
100% adherence to standard procedures for conducting transactions and basic maintenance tasks at the ATM.
Percentage of scheduled basic maintenance tasks completed within the specified timeframe.
Number of complaints received related to ATM operations or maintenance issues.


Transaction Processing


100% of cheques accurately verified for amounts and deposit slips checked.
100% of transactions approved correctly without errors or discrepancies.
Number of suspicious transactions detected and promptly reported to management.
Number or percentage of compliance-related findings or issues identified during internal or external audits.


Customer Service Management


Decrease average time taken to resolve complex customer issues and complaints by 50%
Percentage of market research projects or studies completed within the specified timeframe.
Number of actionable insights derived from market research that inform business decisions and improve customer service.
100% accuracy of information provided to customers about Bank's products and services.
Average rating of 3 on a 5-point scale customer satisfaction index.


Fixed Asset Maintenance and Reconciliation


100% accuracy of asset records.
100% accuracy in identifying and locating fixed assets
Complete scheduled maintenance tasks on time 100% of the time.
Zero instances of fixed assets failing to meet cleanliness and inspection standards.


Qualifications


Bachelor's degree in Banking & Finance, Business Administration or a related field.
Minimum of 0-2 years of relevant experience.
Additional academic qualifications are advantageous.
Relevant professional qualifications such as CCSP, CRM, NIM, ICSN, CIBN, etc. are beneficial.



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