IPO For Head, Branch Banking


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 
Your response should be between 0.0 and 3.0

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) 
Your response should be between 0.0 and 3.0

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)
Your response should be between 0.0 and 3.0

Timeliness in preparation and submission of required proof of internal accounts *

Maximum of 3 working days after end of fortnight/month/
Your response should be between 0.0 and 3.0

Percentage adherence to Service Level Agreement (SLA) for processes and activities-Turn around time (TAT) for processing transactions: *


Your response should be between 0.0 and 3.0

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
Your response should be between 0.0 and 3.0

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
Your response should be between 0.0 and 2.5