1. Transaction Processing

• Responsible for counter services in the branch with a view to achieving timely and accurate processing of deliverables in a personalized environment.

• Approval and supervision of daily transactions relating to cash, cheque deposit/withdrawals (including remittance, clearing, and collection instruments), account opening, cheque book issuance, dormant/inoperative accounts, stop payments, etc.

• Reconciliation of all cash suspense/sundry accounts on a daily basis and during the day.

2. Service Delivery

• Managing service delivery – observation of queue time and length, taking action as needed to capacitate serving counters and/or manage customer traffic.

• Resolving investigations and inquiries initiated by customers.

• Liaise with sales and service staff to ensure adequate support is provided in facilitating the branch’s service delivery standards.

3. Risk and Control Management

• Review systems and controls on a regular basis, identifying bottlenecks and control weaknesses to achieve improvements in coordination with IT and Operations.

• Ensure branch activities are carried out strictly in accordance with LOLCMFBL SOPs, circulars, and SBP guidelines.

• Custodian of all relevant keys (strong room, cash vault, and gold safe) and custodian of cheque books, security stationery/AOF, SS cards.

• Maintain all registers and ensure documentation is properly managed at the branch.

4. Cash Management

• Maintain cash over counters and vault within assigned limits.

• Responsible for reconciling all cash-related matters manually and balancing with system balances provided by the finance department.

5. Compliance & Audit Functions

• Provide support to branch staff to streamline the AML monitoring process as required.

• Conduct customer interviews regarding KYC and verify KYC-related documents.

• In coordination with the Branch Manager, identify any breaches of regulatory requirements or ethical standards that may risk the Bank’s reputation.

• Ensure compliance with relevant SOPs at all times.

• Ensure the process of suspicious transaction reporting is followed as per SOPs.

• Ensure timely rectification of audit observations and develop plans to avoid repetition.

• Ensure charges are recovered/deducted as per LOLCMFBL SOC, avoiding any income leakage in the branch.

6. Staff Supervision & Coaching

• Organize workflow within the team on a daily basis and provide regular on-the-job coaching and training.

• Prepare, analyze, and submit reports related to withholding tax accounts, suspense accounts, and commission income.

• Ensure all expenses are recorded against proper and approved bills and claim vouchers.

• Actively participate in suggesting improvements for existing procedures.Provide training to branch operations staff on operational controls and procedures to optimize productivity.

7. Administration

• Maintain desired cost efficiency.

• In case of any branch emergency, inform Regional Business Head/Admin Department/HO.

• Ensure the branch is maintained in line with desired standards and repair/maintenance work is completed in a timely manner.