Ahmed Abdel Monem

. Develop the branch plan in alignment with the overall Consumer Banking strategy.
. Monitor the daily performance of the Branch through financial reports on actual achievement versus target.
. Focus on attracting new-to-bank customers for different segments with quality portfolios.
. Conduct joint sales calls with different branch staff.
. Compare the Bank's different products and services against competitors.
Cost efficiency

. Promote and drive customer migration.

. Maximize revenue through increasing fee generation, reducing operating costs.
Quality service and Customer Experience

. Ensure that all service standards set by the bank are applied by branch staff.
. Ensure that customer complaints are handled at the first point of contact with full ownership.
. Monitor the customer attrition rate, analyze the reasons.
People Management
. Efficient implementation of the new hire onboarding process, providing staff with the requested coaching, training, logistics, etc.
Compliance
. Ensure compliance with all relevant CBE regulations, banking laws, AML regulations.

. Provide customers with basic information on all Bank's products/services to increase customer awareness.
. Handle customers’ queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty
. Contribute with the Deputy Branch Manager/Branch Manager in setting the sales plan and daily sales activities.
. Transfers knowledge, guide and act as role model for younger staff and to ensure that the new hires on-boarding process is strictly adhered to.
Reporting & Communication
. Prepare a daily sales report (DSR) including sales activities and call reports, share it with Deputy Branch Head and branch head to track sales performance achievement versus budget and work on alternative plans when needed.
. Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers’ requests are processed timely and efficiently.
. Introduce and promote alternate channels to customers to reduce traffic in branches.
. Be attentive to any possible frauds/risks and provide feedback to direct supervisor for guidance and assistance.
. Receive all relevant customer requests related to cheque book, credit & debit cards, TDs, CDs..etc. check their validity and send to related departments for completion.
. Monitor the sales performance of the sales team by establishing a system of reports and communications that includes Sales Reports, Cyclical sales meetings, sales newsletters & electronic bulletins.
Policies, Processes and Procedures
. Follows all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
Day-to-day management
. Follows the day-to-day operations related to own jobs in the Branch to ensure continuity of work.
Compliance
. Complies with all relevant CBE regulations, banking laws, AML regulations.

. Develop the branch plan in alignment with the overall Consumer Banking strategy. . Monitor the daily performance of the Branch through financial reports on actual achievement versus target. . Focus on attracting new-to-bank customers for different segments with quality portfolios. . Conduct joint sales calls with different branch staff. . Compare the Bank's different products and services against competitors. Cost efficiency

. Promote and drive customer migration.

. Maximize revenue through increasing fee generation, reducing operating costs. Quality service and Customer Experience

. Ensure that all service standards set by the bank are applied by branch staff. . Ensure that customer complaints are handled at the first point of contact with full ownership. . Monitor the customer attrition rate, analyze the reasons. People Management . Efficient implementation of the new hire onboarding process, providing staff with the requested coaching, training, logistics, etc. Compliance . Ensure compliance with all relevant CBE regulations, banking laws, AML regulations.

Transaction Management :

. Handle and approves all transactions processed & executed by the operation support coordinator according to the bank’s SOPs and manuals.

. Coordinates with the heads of central operations or any other related departments in matter of mutual business related interest concerning all branches operations (documentary operations, collection & money transfers).

. Ensure proper handling of customer documentations through sending them within the agreed TAT and efficiently follow up until implementation according to banks TAT & approved Service level agreements.

. Ensure the quality of requests received by Personal Bankers/Senior Personal Bankers, in terms of data completion ,no missing documents and report any issues is a timely manner to deputy branch head & Operation senior officer

. Ensure that there is no returned cases from central operations or any other concerned departments for being discrepant.

. Prepares the necessary data needed when required for measuring business performance and plan for enhancement.

. Solves customer problems immediately and raise the unsolved ones to the branch manager or deputy branch manager & operation officer for necessary action.

. Ensure proper controls & checks over receiving applications from customer related to LCs, LGs, IDCs, money transfer, collection…etc. and ensure that it is sent to central operations correctly and efficiently or delivering documents to customers.

. Transfers knowledge, guide and act as role model for younger staff.
. Ensures that the operation support coordinators perform filing and carefully maintain bank data, documents & forms in an efficient and secure manner, and according to bank’s SOPs and prevailing regulations.

. Ensures proper cross checking between operation support coordinator.

Policies, Processes and Procedures

. Follows all relevant department policies , processes, procedures and instructions so that work is carried out in a controlled and consistent manner. And recommend any changes that might be more efficient to the direct supervisor

Day- to-day operations

. Follows on the day-to-day operations assigned for the Account Service Representative and ensure continuity of work

Compliance:

. Complies with all relevant CBE regulations, banking laws, AML regulations.

. Supervises the replenishment of ATM machines adjoining to the branch and reports any malfunctions for repairs and maintenance.

. Perform ATM’s cash reconciliation

. Supervise and authorizes all counter cash transactions accurately and swiftly in accordance with the Standard Operating

Procedures.

. Supervises tellers’ in day-to-day activities and conducts cash counts to ensure accuracy of cash balances.

. Ensures that all the required controls are followed and implemented as required.

. Ensure that the branch doesn’t have excess over the branch cash limit.

. Ensures that all end of day reports are accurately checked and any highlighted discrepancy is rectified.

. Responsible for the branch’s main vault according to the assigned memo.

. Escalates the unsolved customer complaints to the branch head or deputy branch head & the operation officer for necessary action.

. Ensures providing superior service in an effective and efficient manner to satisfy customers’ needs as per the standards.

Reviews performance of tellers to determine strengths and weaknesses and ensures provision of adequate training and development programs to enhance and upgrade their capabilities to perform at the required .