Enat Bank was initiated by some of Ethiopia’s leading visionaries and businesswomen. Enat Bank’s founders created a bank that empowers women while providing all clients with exemplary services.

Essential Function

• Cascades the corporate plan of the Bank to the staffs of the Branch and follows up the implementation
• Prepares annual action plan of the branch and manages all resources availed to accomplish and meet the goal
• Engages in all operational activities of the branch as required by the volume and intensity of the work
• Responsible and accountable for the overall Branch operational activities.
• Concern or monitor operational and compliance issues.
• Follows up that smooth and proper flows of operations take place in the branch (operational efficiency).
• Follow-up operational discrepancies, and timely rectification of the discrepancies and frequently report to concerned body.
• Prepare regular reports and present to the concerned bodies.
• Prepares a report on the Management response on operational matters that may catch the attention of Management;
• Handling and ensuring the dual control of branch cash.
• Authorizes CD deposit and issues CD Certificate.
• Custody of cheques, Payment Instruments and Passbooks
• Issues cheques and Payment Instruments  to the BAA for eventual delivery to Customers
• Handling and ensuring day to day customers account activities.
• Maintaining updated record of all necessary customers data;
• Updating financial and operational data/records regularly;
• Ensuring the appropriateness of data Collects, records, and document.
• Ensures expansion and growth of the Branch.
• Implement and monitor a mechanism that ensure efficiency and minimal service-waiting time;
• Lesions and coordinates with local government and development agencies in resolving issues related to the branch.
• Supervise the following Customer Service Representative (Lobby Attendant) role:-
  • Greet and welcome customers in a friendly and professional manner
  • Respond to customer inquiries and requests in a timely and accurate manner
  • Maintain a thorough understanding of the bank’s products, services, and procedures
  • Collaborate with the Branch Manager ,CRM and other team members to ensure seamless customer service
  • Provide feedback and suggestions for improving the customer experience
  • Continuously learn and update knowledge to provide the best possible service
• Closely deals with customer complaints, creates and analyzes management information and reports for concerned body;
• Arranges a meeting for corporate customers with concerned bodies as part of operational activities
• Ensures the success and best achievement of the Branch in providing excelling customer services
• Establishes a channel for collecting customer feedbacks & reflect up on the feedbacks collected;
• Escalate customer requirements to the Branch Manager when necessary to facilitate informed decision-making
• Timely replying the request of authorized external government bodies and other concerned work units regarding customers’ accounts;
• Ascertains that compliance is enforced in the Branch in respect of the NBE’s regulations as well as policies and procedures of the Bank
• Collaborates and Coordinates with various departments of the Bank in expediting the activities of the branch.
• Concentrates on the advancement of creating customer service awareness, in all branch’s staff, especially on the front line staff;
• Creates awareness to staffs to take the necessary precaution in connection with fraud, embezzlement, forgery and money laundry actions;
• Establishes and maintains harmonious working relationships with subordinates and all staff members with an aim to fostering customer service and operational efficiencies
• Strives to enhance professionalism of frontline staff;
• Follows up the supply of office equipment & materials requested by branch staffs of vital for the customer service;
• Monitor and evaluate the team’s performance using Key Performance Indicators (KPIs) & provide feedback.
• Takes disciplinary measure as per the Banks Procedure.
• Perform other activities as required by the immediate supervisor

Job Requirement

Qualification and Experiences : BA/MBA in Banking & finance, Accounting, Business administration, Economics, Management and any other related filed. A minimum of 9.5/7.5 years in banking industry Experiences, Out of which 2 years in Branch Manager or 3 years in Customer service Manager Position.

Key Competencies:

• Strong customer relationship management skills
• Ability to lead and motivate a team
• Strategic thinking and problem-solving skills
• Expertise in resource mobilization, negotiation and sales skills
• Strong analytical and data-driven decision-making skills
• Excellent communication and interpersonal skills
• Commitment to delivering exceptional customer service
• Adaptability to changing market conditions and customer needs
• Banking operational management and report preparation skill
• Ability to interpret and understand banks’ rule and procedure