Service Centre Managers
A leading commercial bank in Malawi, invites applications from suitably qualified and experienced candidates to fill positions of Service Centre Managers tenable at various service Centres of the Bank
People Management And Development – Lead and manage the Service Centres human resources in line with the Bank’s HR Policies and guidance, Provide coaching and mentoring to all subordinates to create a supportive environment through with goals are met, plan and implement formal and on the job training of staff to ensure sufficient availability of expertise, Identify human resources training and development needs and liaise with the Human Resources Department in staff development to meet current and future demands
Sales – Develop plans and pursue business opportunities for the Bank, Promoting cross-selling of product and services, Grow new interest income from existing and new sources of business
People Management And Development – Lead and manage the Service Centres human resources in line with the Bank’s HR Policies and guidance, Provide coaching and mentoring to all subordinates to create a supportive environment through with goals are met, plan and implement formal and on the job training of staff to ensure sufficient availability of expertise, Identify human resources training and development needs and liaise with the Human Resources Department in staff development to meet current and future demands
Sales – Develop plans and pursue business opportunities for the Bank, Promoting cross-selling of product and services, Grow new interest income from existing and new sources of business
Customer Service – Ensure that the Service Centre’s operations derive superior value and service to our customers, undertake regular customer visits to existing customers to deepen the relationship and to potential customers to explore opportunities for new business and generate Call Reports to the Head of Personal and business Banking, Deal with customer complaints and queries in an efficient, professional and proactive manner, Regularly monitor actions plans for business growth and ensure that Account Executives and Off-Site Sales consultants meet their targets for business generation and growth, Personally service High Net Worth and Managed customers
Risk Management – Manage effectively the overall operations of the Service Centre, ensure that internal processes are in line with agreed policies and procedures and create an environment of adherence among staff, Continuously assess the risk environment and take measures to mitigate against risk in liaison with risk Department, Implement all audit and routine control recommendations and ensure all outstanding queries are resolved within the set time lines, Ensure sound credit analysis, active underwriting, timely collections and control of loan book
Operations Management – Manage service Centre expenditure to minimise cost and create a profit general driven culture among staff, Foster culture of effective communication with customers and encourage good intra and inter service Centre liaison and reporting, Improve efficiency in the Service Centre operations by ensuring that work flows seamlessly from back office and vice versa thereby stepping up customer service, Ensure adherence to Service Level Agreements (SLA), Effective management of assets and liabilities and ensure that budgets are met and adhere to the loan to deposit ratio, Conduct monthly and surprise checks in all critical sections of the Service Centre
A minimum of a degree in a business related field such as Accountancy, Banking and Finance, Economics, business Administration, Must also possess at least a Diploma in Banking with the Institute of Bankers Malawi or the Chartered Institute of Bankers SA or UK, A minimum of 5 yrs experience managing a service centre in a financial institution with a proven excellent track record, Good understanding of the banking environment
Excellent understanding of retail banking environment, Ability to sell in a competitive market, Excellent interpersonal skills, Proven people management and development skills, Ability to work and mange a diverse team, Analytical skills, Ability to develop and manage business relationship and networking skills, Excellent written, verbal and interpersonal communication skills, Results orientated, adherence to procedures, turn around times
Candidates meeting the above minimum requirements and are interested in the job should send their applications and up dated CVs with names of 3 traceable and reputable refs and copies of certificates to the following address The advertiser, Voucher No 05-2015/001, Private Bag 39, Blantyre Closing date for receiving applications is Friday 15th May Only shortlisted applicants will be acknowledged
