Operations Manager   Supervise the daily operations and services of the tellers.
2. Ensure tellers provide excellent customer service.
3. Management of human capital (leave days approvals, job appraisals, movement of tellers).
4. Ensure that tellers are marketing and cross-selling products and services.
5. Ensure best practice.
6. Ensure compliance of all policies and procedures. 
7. Facilitate paper work collection and filing.
8. Assist with first level technical support. 
9. Scheduling training and development of staff.
10. Responding to escalated customer inquiries and concerns and creating positive solutions for them.
 Human Capital Management
  Developing, managing and evaluating training.
 Implementation, management and evaluation of change. 
 Staff management plan.
 Employee engagement.
 Performing quarterly performance appraisals.
 Providing end of probationary feedback for kiosk operators. 
 Motivating staff and maintaining a conducive working environment.
 Approve requested leave and make arrangements for the changes whilst teller is away.

Customer Relationship Management  
  Ensuring that customer service standards are maintained.
 Responding to customer inquiries that the teller escalated to us. 
 Customer retention by ensuring that the customer receives good customer care.
 Ensuring that all their queries are resolved timeously.
 Ensuring excellent operations increase MyCash� visibility within the market.
 Working closely with other departments to ensure that the customer experience is world class.

Spot Checks 
  Ensuring adherence to the organisation�s policies and procedures concerning teller functions. Providing guidance and written disciplinary actions when necessary.
 Ensuring that Beginning of Day (BOD), Cash Handed Over (CHO) and End of Day (EOD) reports from tellers are sent on time. 
 Ongoing branch site visit and conducting spot checks in all key areas (i.e administration & risk and compliance).
 Verification of KYC forms to ensure that all KYC information filled is adequate.
 Ensuring cleanliness and organization of the kiosk.
 Completing branch checklist at random.
Technical Support  Providing first level support for technical and operational issues affecting kiosk operations. 
 Basic network checks.
 Following up on unresolved tickets that are overdue.
Market Development  Motivating, monitoring and assisting tellers to drive customer acquisition.
 Targeting prospective clients in the area.
Record Keeping  Collection of sorted transaction receipts and KYC forms from branches for archiving monthly.
Stationery Requisitions and Disbursements
  Monitoring stocks of stationery in respective branches.
 Coordinating the distribution of the stationary.
Risk Assessment  Paying close attention to areas of potential weakness in the system.
 Reporting on areas where potential fraud could take place.
 Taking note of kiosk operators� movements and ensuring that all security procedures are being followed.

Designated Officers  Responsible for administering the code of conduct.
 Responsible for establishing jurisdiction.
 Responsible for investigating the issue at hand.
 Responsible for setting up and chairing disciplinary hearings.
 Responsible for issuing a determination.
 Responsible for allowing appeals and considering them.
     Degree in Relevant Field  2 years Strategic Responsibility
Problem Solving
Decision Making
Communication
Innovation
Specific by job 
Coaching and Training 
Client Acquisitions 
Monitoring Compliance 
Attitude 
Integrity
Orientation to internal and external client
Commitment to organization objectives
Positive and dynamic attitude
Specific for Managers and other supervision levels *
Operate independantly 
Very high levels of energy
  

Job evaluation subgrade: C