Service Manager

SERVICE MANAGER Job Summary: The Service Manager is responsible for overseeing the daily operations of the branch, ensuring compliance with bank policies, regulatory requirements, and operational standards. The role manages the New Accounts, Accounting, and Investment functions while maintaining service excellence, operational efficiency, and internal controls. The Service Manager also supports business growth by promoting the Bank's products and services and delivering an exceptional customer experience. Key Responsibilities: Branch Operations Oversee the day-to-day operations of the New Accounts, Accounting, and Investment functions. Ensure compliance with Bank policies, AMLA, KYC, and other regulatory requirements. Supervise account opening, maintenance, and closure processes, including customer interviews and document verification. Manage branch transactions to ensure accuracy, timeliness, and proper documentation. Oversee ATM/Debit Card, Credit Card, and Cash Management Services (CMS) processing and safekeeping. Conduct cash balancing, surprise cash counts, and reconciliation of branch cash and accountable forms. Monitor KYC documentation, Signature Database System (SDS), and DigiCur uploads. Prepare and review operational and regulatory reports and ensure timely submission. Compliance and Risk Management Ensure adherence to internal controls, compliance standards, and operational policies. Monitor and resolve operational exceptions and prepare exception reports when necessary. Perform same-day call-back verification of transactions initiated by the Channel Manager. Serve as Compliance Coordinator, AMLBase60 Approver, and Risk Coordinator. Assist in identifying operational risks and implementing appropriate controls. Administrative Leadership Oversee branch facilities, fixed assets, and accountable forms. Ensure timely processing of permits, licenses, utility payments, and other branch administrative requirements. Supervise, coach, and develop branch personnel while recommending staffing and disciplinary actions when necessary. Promote continuous process improvements to enhance branch efficiency. Perform duties as Safety Officer and Pollution Control Officer, as required. Customer Service and Business Development Support the Branch Head in achieving branch sales and business targets. Promote and cross-sell the Bank's products and services. Resolve customer concerns and ensure a high level of customer satisfaction. Foster strong client relationships through excellent service delivery. Qualifications Bachelor's Degree in any business-related or relevant field. At least 3–4 years of experience in branch banking operations, preferably in a supervisory capacity. Strong knowledge of branch operations, banking regulations, AMLA, KYC, and internal controls. Excellent leadership, communication, customer service, and interpersonal skills. Strong analytical, organizational, and problem-solving abilities. Proficient in Microsoft Office applications (Word, Excel, and PowerPoint). Reporting Relationship Reports directly to the Branch Head and works closely with branch personnel, support units, and other branches to ensure operational excellence, compliance, and the consistent delivery of quality banking services.