IPO For Head, Branch Banking
SUSTAIN SUPERIOR MARKET LEADERSHIP
Record zero income reversals arising from transaction processing and service delivery failures (volume of income reversals arising from transaction processing /service delivery failures(errors) recorded during the review period) for all units under supervision. *
| Nil: 100% adherence to zero tolerance for income reversals arising from transaction processing failures |
Assesment of regulatory/audit reviews for units (Number of regulatory infractions/sanction recorded during the review period. *
| Maintain 100% adherence to zero tolerance for regulatory infractions ( or exceptions) |
Record nil Successful fraud and other opertional losses arising from customer service failure, breach of internal control procedures and internal process failures in all units *
| Zero tolerance for successful fraud & other operational losses in the unit (100% adherence to zero tolerance standard for successful fraud & other operational losses in the unit) |
Timeliness in preparation and submission of required proof of internal accounts *
| Maximum of 3 working days after end of fortnight/month/ |
Percentage adherence to Service Level Agreement (SLA) for processes and activities-Turn around time (TAT) for processing transactions: *
Number of customer complaints recorded during the review period ( complaints on service delivery failures; transaction processing errors; late processing of requests; non responsto mails. *
| Nil: 100% adherence to zero tolerance for recorded customer compliants arising from service failures; transaction processing errors; lack of email etiquette etc |
EMBED AN ENTERPRISE RISK MANAGEMENT CULTURE
Effectiveness at retaining key operations staff (Number of staff resignations recorded during the review period as a %age of total staff strength) *
| Max of 10% staff attrition rate recorded during the review period |