Key Performance Areas (KPAs)

1.    Routine Administration

1.1.        Ensures timely, efficient and correct cash control

1.2.     Effective management and control of tellers to provide excellent customer service and to ensure that they comply with Banks rules and procedures in their daily operations

1.3.        Daily reconciliation and balancing of office accounts

1.4.        Strict efficient control over expenditure budget

1.5.        Accurate cost recovery according to the Banks prescriptions

1.6.        Efficient maintenance of office equipment

1.7.        Checking and control of daily activities in accordance with laid down prescriptions

1.8.        Proper control of face value documents

1.9.        Management and control of ATM downtime in accordance the Banks acceptable norm

1.10.     Checking of daily capturing and monthly reports

1.11.     Timeous preparation and submission of statements with limited customer complains

1.12.  Management of card administration i.e. card distribution, the internal control over cards and card/PIN balancing, in accordance to Banks prescriptions

1.13.     Effective management of cheque book ordering process

1.14.     Effective loss control management

1.15.     Balancing Cash (Tellers/ATM/Reserve) -  a) Surprise, b) Shortage/Surplus 

2.    CUSTOMER FOCUS

2.1.     Provides professional customer service

2.2.     Provide accurate information on the Bank’s products and services

2.3.     Correct referral and direction of clients  

3.    Sales Focus

3.1      Identify cross-selling opportunities and refer such opportunities and leads to the correct person or department involved

4.    People Management

4.1.        Ensure that the right people are placed in the right positions in order to reduce workload, overtime and staff turnover

4.2.        Effectively plan and conduct formal and on the job trainings to ensure that sufficient expertise are available to perform the job

4.3.        Sufficient knowledge of staff and their duties to do effective evaluation in accordance the Banks guidelines

4.4.        Correctly follow the directives in respect of personnel administration and ensure that documents are handed in timeously and correctly

5.    Expertise

5.1.        Adequate knowledge of Banks products and services

5.2.        Adequate knowledge of Banks procedural manuals

6.    Conduct

6.1.        Abide by and uphold the Banks “code of conduct” regarding: professionalism, commitment, reliability, confidentiality, brand loyalty, behaviour in public discipline, etc                   

Core Competencies:

·         Planning & Organising

·         Assertive

·         Interpersonal Sensitivity

·         Problem Solving and Analytic

·         Insight/understanding

·         Delivering Results and meeting customer expectations

·         Ability to work well under pressure.

·         Control