Job Details
Branch Supervisor
ANSA Bank, Financial Services
Port-of-Spain, Trinidad

Job Summary:

  • The Branch Supervisor will be responsible for contributing towards the Branch’s Business Plan. This includes monitoring to ensure that expenses are properly managed (example proper inventory management of stationery and supplies), to avert wastage.

Job Description:

  • Operations Management
    • Supervise the Tellers and Service Representatives (Service Team) to ensure that goals and service disciplines are met.
    • Assist with daily kick-offs to enhance staff morale and focus on daily referral targets (to ensure successful closed ratio of targets)
    • Ensure that Change Management communications pertinent to Policies and Procedures are reviewed, tested and anchored by the Service team.
  • Coaching and Development
    • To coach and develop the Service team. Thus, monthly coaching sessions must be established to recognize, address any behaviour performance gaps and development of the staff.
    • Observational coaching of daily functions of the Service team must also be integrated as part of your Supervisor Management activities.
    • To train the Service team. This includes ensuring that JDs and Training Logs are reviewed and signed and submitted to the Branch Manager to review.
    • Monitor tellers and Service representatives’ performance. This includes monitoring and recording of each teller balancing ratio/cash difference.
    • Monitor the overall performance of the service team.
  • Customer Service Management
    • Ensure that all members of the Service team execute (and exceed) the Service disciplines. This includes greeting/welcoming the customer, listening actively/attentively to the customer needs, general interaction with the customer and closing the transaction with a thank you.
    • Ensure that the Service team takes accountability for their respective workstations. This includes ensuring that a professional image is always maintained.
    • Responsible for customers concern/complaints and ensuring that all inquiries/complaints are completed/addressed in a timely manner. This includes management of a b/f system, to ensure that all inquiries/service requests are completed timely.
    • Ensure that the Service team is ready (cash, tellers stamp in place) to serve the customer before the opening of the branch.

Education and Experience Requirements:

  • BSc in Management Studies/Social Sciences or Banking and Finance.
  • Master’s in Business Administration is an asset.
  • Leadership/Supervisory certification is an asset.
  • 3-5 years of Supervisory Experience.
  • Compliance Certification.
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