Supervisor: Customer Service x2 (RB5-RB6) Windhoek Branch – BANK WINDHOEK

1. Routine Administration

Ensure effective and efficient management and control of all frontline administrative activities in the branch in compliance with the Bank’s policies, procedures, rules and regulations.

2. Service Delivery

• Ensure excellent and timeous service in order to optimize client experience and satisfaction.

• Identify cross-selling opportunities and refer such opportunities and leads to the correct person or department.

3. Operational Risk Management

• Ensure effective and efficient management of internal processes and procedures in compliance with the Bank’s operational manuals and circulars in order to minimize operational risk.

4. People Management

• Ensure optimization of people capabilities at frontline.

• Responsible for performance and talent management for frontline staff.

• Staff development (training and coaching) of frontline staff.

• Career Management of frontline staff.

• Assist in grievance and disciplinary matters of frontline staff.

5.3 Behavioral Competencies (Essential)

a) Leading and deciding

b) Interacting and presenting

• Relating and networking

• Presenting and communicating information

c) Analyzing and Interpreting

• Analyzing

• Writing and reporting

d) Organizing and Executing

• Delivering and meeting customer expectations

• Planning and organizing

e) Adapting and Coping

• Adapting and responding to change

f) Enterprising and Performing

• Entrepreneurial and Commercial thinking

g) Supporting and Coorperating

• Working with people

• Adhering to principles and values