Job Description

Roles & Responsibilities

Role Summary: The primary responsibility of this role holder is to manage and develop their branch in line with the overall targets set. He/she will directly oversee the branch staff and ensure completion of their duties. He/she will also be responsible for branch related reporting to the relevant stakeholders. He/she is also required to manage complete compliance for the branch.

Desired Candidate Profile

§ Ensure that branch targets are cascaded as achievable tasks among the staff members

§ Verify opening and closing cash balances are in order

§ Monitor transaction numbers to ensure that target achievement is on track

§ Proactively identify areas of performance dips and remedy the same

§ Prepare daily reports on branch activities and transaction status

§ Ensure that all documentation is in place is in line with the internal and external compliance regulations

Accountability 2: People Management

§ Provide clear directions on strategic goals, translating and prioritising them into business and performance measures

§ Equip all employees to ensure efficient operation of internal processes, and thereby achieve compliance on all regulatory aspects, and also on business, functional and IT processes

§ Ensure that all the employees are aware of their targets and how to achieve the same

§ Enable team performance through periodic conversations and engagement activities

Accountability 3: Customer Management

§ Increase customer base through appropriate marketing/sales initiatives as per organization mandate

§ Ensure speedy resolution of all customer complaints in an appropriate manner

§ Review customer feedback and identify ways of improving overall customer satisfaction

§ Work towards improving Lulu Money app adoption through conversations with customers

Accountability 4: Consumer Protection and Ethical Conduct

§ Ensure adherence to the organization's Code of Conduct while handling complaints with integrity, fairness, and compliance.

§ Adhere to the company’s consumer protection policies and procedures.

§ Participate in training programs related to consumer protection standards.

§ Report any consumer protection issues or breaches to your supervisors or the Consumer Protection Officer.

§ Ensure that the actions and decisions are in the best interests of the consumers.

Branch Incharge Lulu International Exchange LLC