Branch Operations and Customer Experience Manager - South Western Region

Summary

Are you a dynamic leader with a passion for operational excellence and customer service? JN Bank is seeking a highly motivated Branch Operations and Customer Experience Manager to oversee and optimize the day-to-day operations of multiple branches within the South Western Region (Montego Bay, Catherine Hall, Savanna La Mar, Lucea, Junction and Santa Cruz Branches). This is an exciting opportunity for a strategic thinker with a strong background in banking operations to drive efficiency, enhance customer satisfaction, and lead a high-performing team.

Responsibilities

• Branch Operations Management:

  • • Supervise and coordinate operational activities across multiple branches to ensure seamless service delivery.
  • • Develop, implement, and enforce standardized operating procedures for consistency and compliance.
  • • Monitor branch performance metrics and implement strategies for improvement.
  • • Allocate resources efficiently while implementing cost-effective measures without compromising service quality.
  • • Foster collaboration between branches and departments to enhance communication and strategic execution.

• Customer Service Excellence:

  • • Cultivate a customer-centric culture within branches.
  • • Resolve escalated customer issues promptly to ensure a positive experience.
  • • Implement customer retention initiatives and review satisfaction feedback for continuous improvement.
  • • Monitor service quality through surveys and performance tracking tools.

• Strategic and Operational Planning:

  • • Develop and execute strategic plans aligned with JN Bank's objectives.
  • • Conduct market analysis to stay ahead of customer needs and industry trends.
  • • Oversee the implementation of new banking technologies and process improvements.
  • • Provide reports and updates on progress against objectives and operational variances.

• Team Leadership and Development:

  • • Lead, mentor, and develop a high-performing team of branch supervisors and staff.
  • • Conduct performance evaluations and identify opportunities for skill enhancement.
  • • Ensure all employees are aligned with expectations, targets, and professional development programs.
  • • Foster a culture of continuous learning and high engagement.

• Compliance and Risk Management:

  • • Ensure all branches adhere to regulatory requirements and internal policies.
  • • Implement and monitor risk management procedures to safeguard assets and maintain compliance.
  • • Conduct regular audits and enforce corrective measures when necessary.
  • • Oversee business continuity and emergency preparedness plans.

• Financial Management:

  • • Monitor and manage operational budgets, identifying cost-saving opportunities.
  • • Analyze financial reports to enhance cost efficiency and revenue growth.
  • • Ensure compliance with financial controls and reporting standards.

• Performance Monitoring and Reporting:

  • • Establish key performance indicators (KPIs) for branch operations.
  • • Analyze and report on operational metrics, identifying trends and areas for improvement.
  • • Ensure timely completion of work plans and performance appraisals.

Required Skills

• • Strong leadership and team management skills.
• • Strategic thinking and problem-solving capabilities.
• • Excellent communication and interpersonal skills.
• • In-depth knowledge of banking regulations and industry best practices.
• • Strong organizational and decision-making abilities.

Qualifications

• • Bachelor's degree in Business Administration, Finance, or a related field.
• • Minimum of 5 years of managerial experience in banking operations.

Additional Information and Instructions

CLOSING DATE FOR APPLICATION: APRIL 9, 2025

About Jamaica National Bank Limited

We are a part of The Jamaica National Group Limited and together, we represent a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT we believe our everyday jobs contribute to something bigger than ourselves. We are dependable and pride ourselves in our authenticity and in the transparent solutions we create that bring value to our customers.

Share This Job