· Ensure compliance with Bank’s policies and procedures along with SBP/prudential for smooth conduct of BB operations efficiently and consistently.
· Responsible for account opening process.
· To ensure that all physical account opening forms processed in the unit are balanced as per the system reports and proper record keeping is being carried out under dual control.
· Investigate and resolve customer complaints and requests as per defined standards highlighted by distribution channel. SRs and other departments with the view that all the KPIs relating to service delivery are maintained at all time.
· Implementation of process related to Branchless banking products and services.
· Identify bottle neck process flows and product for effectiveness.
· Take ownership of compliance, audit and self-assessment functions including rectification of all discrepancies ensure preparedness of the unit/segment for the review and audit by internal/external/SBP auditors.
· Ensure coaching /training of the staff for improved performance.
· Responsible for team management of customer care. Reconciliation and cash management units.
· Coordination with cross functional teams to ensure business support.
· Equipped with Branchless banking knowledge and regulation.
· Excellent Presentation Skills
· Ability to work under pressure.
· High level of energy, creativity, flexibility, enthusiasm, commitment
· Strong analytical, sound communication and interpersonal skills.
· Team Management.
· Excellent Microsoft Excel, Power point and Project skills.
Product Complaints, Digital Services, Decision Making,