Paul Kabuti Ngugi

Job Summary.

To drive and deliver exceptional Retail and Business Banking performance together with the Branch Manager, through the provision of efficient business management, powerful leadership, team development and achievement of Operational & Controls rigor excellence in branches.

· Principal assistant to the Branch Manager.

· Achieve operational & Controls rigor excellence and maintenance of a healthy business environment through strict adherence to operations and Compliance policies and guidelines.

· To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch

· Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high-performance culture amongst the branch team.

Key Deliverables

• Reduced operational errors with thorough quality control measures and staff training initiatives.
• Managed daily bank activities for optimal performance, ensuring timely completion of tasks and customer satisfaction.
• Collaborated with various departments, fostering strong interdepartmental relationships for smoother operations.
• Implemented risk management strategies to mitigate potential losses and safeguard the financial institution''s assets.
• Enhanced customer experience, addressing inquiries and resolving issues swiftly to maintain a high level of client satisfaction.
• Maintained compliance with banking regulations, implementing policy changes as necessary to ensure adherence to industry standards.
• Spearheaded initiatives aimed at reducing fraudulent activities within the branch, leading to improved security measures and reduced financial losses from unauthorized transactions.
• Mentored junior team members by sharing knowledge on best practices for successful bank operations management techniques.
• Optimized branch performance through effective scheduling and resource allocation, maximizing productivity while minimizing costs.
• Ensure proper controls, processes & procedures are always adhered to as per the laid down bank policies.
• At all times, ensure the branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes opening and closing branch batches on the core banking system.
• The Branch must maintain the look and feel as per the bank standards.
• Ensure that Bank's policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC& AML processes with regards to New to Bank business and acceptable TAT and accuracy is observed at all times.
• Ensure that Snap checks are undertaken strictly as per the laid down bank procedures (Monthly. quarterly, annually)
• Ensure all relevant system reports are printed, appropriately reviewed, signed off on a timely basis, and filed as per banks Records Management
  policy.
• Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles.

• Cashiering Duties- deposits, encashment and foreign exchange transactions
• Addressed customer needs and made product recommendations to increase sales.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.
• Assisted customers with returns, refunds and resolving transaction issues.
• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• As a head cashier, timely cash evacuations
• Act as contact point between the branch and customers for the branch
• Tap new business for the branch from the wide market
• Market the bank's products and services through customer activations and visits
• Mentored new employees on cashier duties and best practices, improving overall staff performance.
• Ensured compliance with company policies and procedures while processing transactions efficiently.
• Advise customers on the bank's products and services
• Provide feedback to the management on products and services
• Liaise with other departments to amicably solve queries from customers
• Ordering and maintenance of cheques books
• Issuing and maintenance of plastic cards
• Account reactivations
• Reconciliation of marketing internal accounts and updating management on their positions
• Maintain archives of customer files and records
• Change of account mandates and other KYC documentations
• Managing the ATM and balancing its related account