Branch Operations and Customer Experience Manager

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.

Join Our Team at JN Bank Limited!

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.

Key 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.

Key Qualifications & Skills:

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

Why Join JN Bank?

At JN Bank, we believe in fostering growth, innovation, and excellence. We offer a collaborative work environment, professional development opportunities, and the chance to make a significant impact in the banking sector. If you are ready to take on this leadership role and drive operational success, we encourage you to apply! We look forward to welcoming a results-driven professional to our team!

CLOSING DATE FOR APPLICATION: APRIL 9, 2025