What are the responsibilities and job description for the Retail Administration Officer position at Savers Bank?
Description
The Retail Administration Officer will assist with leading the retail banking division, driving the overall strategy, performance, and growth of the retail banking portfolio. This role involves assisting with all aspects of retail banking operations and ensuring the delivery of exceptional customer experiences. Additionally, the Retail Administration Officer is responsible for executing the training strategy of the retail banking division, participating in retail projects, and maintaining retail policies and procedures.
Branch Operations Management:
o Oversee daily operations of the branches to ensure that all processes run smoothly and efficiently.
o Manage and monitor branch performance, identifying areas for improvement in efficiency and customer service.
o Coordinate and support branch staff in handling day-to-day banking activities and ensuring operational workflows are followed.
Compliance & Risk Management:
o Ensure that the branch complies with all regulatory requirements, internal policies, and procedures.
o Assist in conducting audits, reviewing security protocols, and ensuring adherence to financial regulations.
o Identify and report any discrepancies, risks, or operational issues to management, ensuring prompt resolution.
Staff Support & Training:
o Provide training and guidance to branch staff on operational procedures, systems, and customer service expectations.
o Ensure that the branch team is adequately staffed and equipped to deliver efficient banking services.
o Address any operational concerns raised by staff and offer solutions to improve performance.
Administrative Support:
o Provide administrative support to the branch manager and team members, assisting with scheduling, reporting, and maintaining branch records.
o Prepare and manage daily, weekly, and monthly operational reports, ensuring accuracy and timely submission to management.
o Handle documentation related to regulatory compliance, customer accounts, and internal policies.
Customer Support:
o Support front-line staff in providing high-quality service to customers, ensuring that issues are resolved promptly and professionally.
o Monitor customer satisfaction levels and address any service gaps or customer complaints that impact the overall branch experience.
o Help ensure that the branch maintains a positive, customer-centric environment.
Teller Services & Security:
o Oversee teller processes, including cash balancing, cash replenishment, and proper security measures to safeguard branch assets.
o Work with security personnel to ensure that the branch follows proper procedures for security, cash handling, and fraud prevention.
o Ensure that cash drawers are balanced, and all discrepancies are identified and addressed.
Branch Facilities & Equipment:
o Ensure that branch facilities, including ATM machines and other equipment, are well-maintained, operational, and meet necessary health and safety standards.
o Report any equipment malfunctions or facility issues to the appropriate department and follow up on repairs or replacements.
Product Promotion & Sales Support:
o Support the promotion of banking products and services within the branch, working closely with the sales team to ensure product offerings meet customer needs.
o Assist in preparing materials for customer outreach and promotional activities.
Operational Improvements:
o Identify opportunities to streamline branch operations, enhance customer service, and reduce operational costs.
o Implement process improvements that lead to greater efficiency, productivity, and profitability for the branch.
