Job Title : Head of Banking Services
Department : Banking Services
Reports To : CEO
SUMMARY
Responsible for all banking services operations functions that support the full range of client service delivery activities through the branch and various delivery channel networks ensuring all banking services operational processes are regulatory compliant, up to date and optimized in terms of human effort and cost.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Banking Services
- Create (in case it doesn’t exist) and manage a Banking Services Department and build its internal capacity aligned with the operations strategy, with emphasis on branch staff support, client service experience, operational compliance and service/cost efficiency.
- Write, review and improve Banking Services department policies, manuals, process maps; providing clear instructions for staff and enhancing customer experience and service efficiency.
- Monitor internal capacity and provide resource or increased competence as required in order to manage the various Banking Services department units efficiently and effectively
- Maintain an ongoing review of products and services delivery processes, exploiting opportunities for centralization, reengineering, cost and effort optimization, increased integrity, reduced risk and continued adherence to regulatory compliance. Constantly strive to broaden and improve delivery channels and service options provided to FINCA clients.
- Pursue a strategy of branchless banking delivering ATMs, 3rd party agency partnerships, mobile based products and other delivery channels in support of expanded and enhanced customer access to savings and loan accounts.
- Support and contribute to the business case approval for new and expanding products, services and channels.
- Oversee and ensure efficient functioning of an internal and external support service – a single point of contact for branch staff, agents and customers – accepting responsibility for all enquiries, problems reported by email, SMS or telephone.
Cost/Budget Control
- Develop and manage the annual budgeting for the banking services and delivery channels elements of the subsidiary.
- Apply stringent measures to cost analysis and management ensuring that product and service delivery costs are at optimum levels and aligned to business objectives.
- Produce periodic management reports demonstrating performance against budgetary targets and operational metrics for all services delivered and for challenges/ incidents encountered and managed. their parts of the institution (vis-à-vis the entire organization), and to individuals, where necessary, to understand their accountability for individual risks.
- Manage and control payments and settlement function, including cheques, ATM transactions, Mobile Money and money transfers, ensuring precise values are disbursed and received by the bank with due care.
- Deliver periodic daily, weekly, monthly reports against operational departmental metrics for all products and services
- Payments and Reconciliations Management
- Conduct vigilant reviews with functional department heads e.g. Finance, IT, and implement strict controls over Customer/Internal account transactions.
- SUPERVISORY RESPONSIBILITIES
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Customer Service
- Delivering a superior customer experience depends highly on a well-functioning and customer centric banking services department. As the owner of FINCA’s delivery channels, supporting all client sales and service delivery activities; the head of banking services will work to constantly create more efficiency and accuracy in servicing the customer; improving the delivery of quality products and services, faster and more cost effectively.
- As the custodian of the customer support center; the head of banking services will deploy the best means to ensure the efficiency and effectiveness of this communication channel between FINCA and its customers. He/she will ensure that customer queries, complaints, need for product or corporate information are received and attended to / resolved immediately or dispatched to the concerned department; to the satisfaction of the customer.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies :
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
- Project Management - Completes projects on time and budget.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.
- Written Communication - Writes clearly and informatively; Presents numerical data effectively.
- Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance.
- Delegation - Delegates work assignments; Sets expectations and monitors delegated activities.
- Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Provides regular performance feedback; Improves processes, products and services..
- Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Ethics - Inspires the trust of others; Works with integrity and ethically.
- Organizational Support - Follows policies and procedures; Supports organization's goals and values.
- Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE
Bachelor degree (B. A.) or equivalent; Minimum of 10 years work experience in financial/banking sector with a minimum of 5 years as a functional team leader in various capacities including back office and delivery channels management. Strong knowledge of banking operations, products & processes. Strong knowledge of card business, channel management, customer service, money transfers, and relationship management. Practical knowledge of project management
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Computer Skills
To perform this job successfully, an individual should have knowledge of Internet software; Project Management software; Spreadsheet software and Word Processing software and core banking software applications such as Flex-Cube, SIEM or Globus.
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KEY DELIVERABLES
- Identify key roles and resources for Banking Services department, implement structural changes, and develop job descriptions and KPIs for each position.
- Ensure timely and satisfactory resolution of all customers’ and staff issues reported through the Customer Support Center
- Define metrics and process targets and implement performance measurement initiatives to support Banking Services strategy.
- Establish a close working relationships with relevant agents, vendors, suppliers and service providers and ensuring that all service level agreements are achieved.
- Establish, manage and service POS, ATMs, Mobile banking, Internet banking, Agent networks and other delivery channels
KEY RELATIONSHIPS
- Subsidiary CEO, FI COO, Regional Directors, Subsidiary Management Boards, FINCA International Board of Directors, FMH Board of Directors, regional audit and risk staff. Business, IT, Finance, Internal Control & other functional departments, Branch/Head Office Staff, Service Providers (e.g. agents, telecoms, money transferors, integrators etc., Regulatory bodies (e.g. Central Banks, Superintendence, etc.)
TRAVEL REQUIREMENTS
Availability to travel (40%-60% of the time)
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