Grade III Branch

Contents
3. Grade III Branch.......................................................................3
3.1 Branch Manager Grade III..............................................................3
3.2. Branch Business Manager...........................................................8
3.3. Customer Service Manager-Sales..............................................13
3.4. Customer Service Manager-Service...........................................17
3.5. Senior Branch Banking Officer-Sales..........................................21
3.6. Senior Branch Banking Officer-Service.......................................25
3.7. Branch Banking Officer-sales.....................................................28
3.8. Branch Banking Officer-Service.................................................32
3.9. Retail Customer Relationship Manager.....................................35
3.10. Wholesale Customer Relationship Manager...........................38
3.11. IFB Customer Relationship Manager.......................................41
3.12. Digital Channel Officer............................................................44
3.13. Junior Officer II (Sales)............................................................47
3.14. Junior Officer I (Sales).............................................................49
3.15. Bank Trainee..........................................................................51
3.16. Branch Operation Manager....................................................53
3.17. Senior Branch Banking Officer-Operation...............................57

3.18. Branch Banking Officer (Front)................................................60
3.19. Junior Officer II (Front)...........................................................63
3.20. Junior Officer I (Front)............................................................65
3.21. Branch Control Manager........................................................67
3.22. Branch Controller...................................................................71
3.23. የገንዘብ ቤት ተላላኪ /Cash Office Service Attendant/....................74

3. Grade III Branch
3.1 Branch Manager Grade III
I. Job Details /Profile/:
Job Title: Branch Manager Grade III Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: District Director
Division: Retail & Branch Banking Supervises: Branch Business Manager, Branch Operation
Manager, Branch Control Manager, Retail Customer
Relationship Manager, Wholesale Customer Relationship
Manager, IFB Customer Relationship Manager, IFB
Customer Service Manager and Administrative Assistant
II.
Department: District Type of Employment: Permanent
Job Grade:14 Job Family: Banking Operation
Unit: Branch Job Category: Middle Level Management: MLM
II. Job Objective: To ensure the overall Banking operation activities of the branch performed as per the
Bank’s policy, procedure, guideline and other pertinent regulation to achieve the Bank’s vision and strategic
objectives.
III. Key Job Duties and Responsibilities: The job holder’s responsibilities include, but are not limited to:
 Plan, coordinate and manage the overall Banking operation activities in the branch;
 Set annual operational plan and operational budget of the branch for retail, wholesale and IFB
businesses; and digital banking channels;
 Create awareness and clarity to staff of the branch about the Bank’s strategy, plans and corporate
views;
 Ensure required resources are satisfied at the branch;
 Conduct daily sales and operational huddle and weekly meetings with staff of the Branch;
 Establish and lead sales, service, and operation teams of the branch;
 Oversee lobby area is managed by staff of the Bank with good knowledge of products & services and
having good communication skill;
 Oversee the branch maintains sufficient cash balance within the cash holding limits;
 Oversee security operations and personnel’s of the branch;
 Make operational risk identification, assessment, measurement and put in place controlling and
mitigation mechanisms, and report operational risks to district office regularly;
 Ensure the branch appearance is suitable to provide sales, service and operational activities;
 Review and guide periodic sales target and strategy of the branch;
 Create partnership with individuals, organizations and institutions for customer acquisition;
 Ensure the Bank’s distribution channels (branch, digital, agents, merchants, etc.) perform as
planned/designed and identify challenges, resolve any challenges or escalate to the District organ for
support;
 Identify unmet needs of customer which are beyond the influence of the branch and escalate to the
District and HO organs;
 Ensure in-branch transactions are minimized as much as possible;
 Ensure ATMs maintain the minimum acceptable uptime at all times and ATM reconciliation is
performed latest by the next business day;
 Ensure clear separation of conventional and IFB operations at the branch;
 Have a coaching and feedback session with branch staff directly reporting to him/her;
 Identify and address major sales and operational challenges;
 Ensure customer and transactional records are kept up-to-date
 Sign on loan and mortgage contracts with customers and staff of the Bank;
 Keep safe custody of loan security items (e.g. LHC, vehicle certificate of ownership, etc.);
 Ensure suspense accounts of the branch are at acceptable level;
 Keep non-performing loans position of the branch is zero or within tolerable limit;
 Lead marketers and sales agent of the branch;
 Ensure customer queries and complaints are properly handled in time;
 Analyze customer complaints and take strategic action to minimize future instances;
 Facilitate efficient and high quality service to customers;
 Manage and maintains positive relationship with customers and staffs;
 Promote new and existing Bank’s products, service and alternative channels to the customers;
 Promote the Bank’s image through pro-active handling of customer needs and maximizes their
satisfaction;
 Ensure that all performers comply with regulatory standards, Bank’s policies, procedure, code of
conduct and practices;
 Ensure the fulfillment of overall tasks that have given to execute customer-focused service in the
process;
 Adhere strictly to compliance and operational risk controls in accordance with the Bank’s and
regulatory standards, policies and practices;
 Ensure that tasks are completed to the agreed standards;
 Work closely with the branch teams in annual plan development, implementation, and quality
assurance;
 Enhance the Branch’s competitive position;
 Control, review and consolidate Branch’s budget;
 Perform regular assessment of all branch –related work practices;
 Evaluate annual plans, such as operational plan and performance targets;
 Support Branch staff in developing, managing, and enhancing customer relationships;
 Ensure compliance and monitoring is in place in accordance with Bank’s policies, procedures, and
guidelines; and rules, regulations, and standards;
 Regularly reports to concerned district organs about the branch’s operation, performance, challenges
and risks.
 Ensures directions given by HO and District organs are strictly implemented in the branch;
 Collaborates with other branch managers of the Bank to facilitate coordination and integration;
 Develop staff capacity development through coaching and mentoring and facilitate formal training;
 Instill corporate thinking in staff of the branch;
 Ensure timely rectification of audit findings;
 Check and approves balance confirmation as appropriate;
 Represent the Bank in social and official affairs and handle correspondences;
 Co-work with Client Service Team at District and HO;
 Ensure that all document related to Credit and International Banking are properly and timely
forwarded to the respective processing centers;
 Give weekly, monthly and quarterly monthly performance target to staff directly reporting to him/her;
 Perform other assigned duties.
IV. Key Performance Indicators: Strategic and operational efficiency and effectiveness such as:
 Business and financial performance;
 Customer experience/excellence and growth;
 People management;
 process, controls and operational performance
 Strategic initiatives;
V. Summary of Key Competency, Educational and 2 Educational and Professional
Professional Requirements: Requirements
1 Summary of Key Competency Requirements Master’s Degree in Economics, Management,
1.1. Leadership Competency at Proficiency of Accounting or other Business related fields Or
Intermediate Level. B.A Degree in Economics, Management,
 Coaches & Mentors, Accounting or other Business related fields
 Deals with Conflict, with 7/9 years of Banking operation experience
 Drive for Result, respectively of which 2 years at Job Grade 13
 Empowers others through delegation, in Banking Operation Job Family
 Learning Agility,
 Manages performance,
 Operates from a strategic perspective,
 Organizational awareness & diplomacy,
 Provides motivational support,
 Manages Relationships,
 Sets & provides clear Direction
1.2. Organizational Value Competency at
Proficiency of Intermediate Level.
 Integrity,
 Service Excellence,
 Professionalism,
 Empowerment,
 Innovative Organization,
 Teamwork,
 Respect for Diversity,
 Corporate Citizenship,
1.3 Technical Competency
Operational Risk Management (Intermediate Level),
Budget Management (Advanced Level), Internal Control
(Intermediate Level), Process Development &
Management (Intermediate Level), Compliance Risk
Management (Intermediate Level), Office Management
(Advanced Level), Alternative Channels (ATM, Internet
Banking, Mobile Banking, etc) (Intermediate Level),
Business controlling (Intermediate Level), Market &
Customer Understanding (Intermediate Level),
International Banking Operation (Intermediate Level),
Credit Risk Management (Novice Level), Branch
Operations (Advanced Level), Branch Management
(Advanced Level), Customer Relationship Management
(Advanced Level), Communicates Clearly (Advanced
Level).
VI. Approvals:
Approved By: Designation
Name:____________________________Signature:___________________Date:__________________
VII. Statement/Employee Acknowledgment/
I ________________have read the above job description, and understand that it is intended to describe the
general content of and requirements for performing this job. It is not an exhaustive statement of duties,
responsibilities or requirements. I understand that this job description does not preclude the Bank’s authority
to add or change duties or responsibilities, and understand that the performance of other duties will be
required from time to time in order to meet the Bank’s needs. I have been given a copy of this description.
3.2. Branch Business Manager
Job Title: Branch Business Manager Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Branch Manager
Division: Retail & Branch Banking Supervises: Customer Service Manage-Service and
Customer Service Manager-Sales
Job Grade: 13 Job Family: Banking Operation
Unit: Branch Job Category: Operative Level Management: OLM
II. Job Objective: To ensure the effectiveness of the branch sales, service and marketing activities,
efficient and quality service provision to customers in a consistent manner at all time as per the Bank’s policy,
procedure, guideline and other pertinent regulation.
 Plan, coordinate, monitor and manage in-branch and out-of-branch sales, service and marketing
activities of the branch;
 Coordinate customer profiling tasks using different data sources;
 Ensure sales and service team proactively collects customer information update records;
 Ensure sales plan of the branch relies on customer records and transaction history;
 Coordinate and lead environmental scanning and door to door marketing;
 Maintain and manage all Bank products, services and alternative channels;
 Conduct daily sales and operational huddle and weekly meetings with staff under his/her supervisions
and with the Branch Manager;
 Plan, coordinate and lead different marketing campaigns at the branch;
 Certify customers segmentation is performed as per the customer segmentation guideline of the Bank;
 Coordinates/handles non-cash customer service requests like cheque issuance, digital banking
onboarding, account opening, writing letters to different entities, etc.,
 Handle all prospect and existing customers inquires in relation with sales and service;
 Ensure lobby area is properly managed by staff of the Bank and rotate staff assigned at Meeter-Greeter
role;
 Approve customer loan accounts creation in the system.
 Manage balance sheet, P & L accounts (GL monitoring); and
 Monitor and ensure business staff compliance with the Bank’s ethical and dressing code of conduct;
 Take up duties and responsibilities of the Branch manager on his/her absence;
 Ensure customer queries and complaints are properly and timely addressed;
 monitor and assure on daily basis delivery of the Bank’s service at a standard that meets or exceeds
customer’s expectation;
 Manages and maintains positive relationship with customer and staffs;
 Promotes new and existing Bank’s products, service and alternative channels to the customers;
 Identify partners and establish/maintain relationship;
 Review performance of agents and merchants recruited by the branch;
 Enhances the Bank’s image through pro-active handle customers and maximizes their satisfaction;
 Ensures all performers under his supervision comply with regulatory standards, Bank’s policies,
procedure, code of conduct and practices;
 Ensures the fulfillment of overall tasks that have given to execute customer-focused service in the
process;
 Ensures good relationship is maintained with developmental partners, administrative organs and high
value customers;
 Adheres strictly to compliance and operational risk controls in accordance with the Bank’s and
 Countersigns on document, sales agreement contracts and approve sales contracts;
 Work closely with the branch teams in annual plan development;
 Prepare and implement periodic job rotation plan for the Branch sales and service team;
 Ensure all Branch sales and services activities are processed accurately and efficiently;
 Manage and maintains all Bank products, services and alternative channels;
 Evaluate periodically the marketing and sales plans;
 Ensure rectification of audit report findings related to the branch’s service and sales activities and take
remedial action;
 Create conducive working environment for the staff under his/her supervision;
 Engage in the resource mobilization activities end-to-end;
 Countersigns on documents and transaction tickets,
 Manages and approve transactions on inactive current accounts as required for transactions initiated by
team under his/her domain;
 Coach and mentor staff under his supervision and propose training needs of the staff to the Branch
Manager;
 Cascade monthly and quarterly performance targets to staff under his/her supervision and track them
back;
 Handles correspondences in consultation with the Branch Manager;
 Ensures directions and instructions given by the Branch Manager are timely and properly
implemented;
 Periodically reports to the Branch Manager;
 Performs other duties as assigned.
I. Key performance Indicators: Strategic and operational efficiency and effectiveness such as:
 Strategic and business performance;
 Number of Digital Banking Users Recruited and
 Transaction migration performance;
 Customer experience and growth;
 People management;
 process, controls and operational performance
 Strategic initiatives;
IV. Summary of Key Competency, Educational and 2. Educational and Professional
1. Summary of Key Competency Requirements Master’s Degree in Economics, Management,
1.1. Leadership Competency at Proficiency of Accounting or other Business related fields Or
Intermediate Level. B.A Degree in Economics, Management,
 Coaches & Mentors, Accounting or other Business related fields with
 Deals with Conflict, 6/8 years of Banking experience respectively,
 Drive for Result, of which 2 years at Job Grade 12 in Banking
 Empowers others through delegation, Operation Job Family.
 Integrity,
 Empowerment,
 Teamwork,
Budget Management (Intermediate Level), Internal
Control (Intermediate Level), Compliance Risk
Management (Intermediate Level), Office Management
(Intermediate Level), Alternative Channels (ATM, Internet
Business controlling (Intermediate Level), Market &
Customer Understanding (Intermediate Level),
International Banking Operation (Intermediate Level),
Credit Risk Management (Novice Level), Risk Analysis,
Assessment & Reporting (Novice Level), Industry &
Product Knowledge (Intermediate Level), Branch
Operations (Intermediate Level), Marketing & Sales
(Intermediate Level), Customer Experience (Intermediate
Level), Communicates Clearly (Intermediate Level),
Customer Relationship Management (Intermediate
Level),Customer Orientation (Intermediate Level) and
Branch Management (Intermediate Level)
V. Approvals:
VI. Statement/Employee Acknowledgment/
3.3. Customer Service Manager-Sales
Job Title: Customer Service Manager-Sales Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Branch Business Manager
Division: Retail & Branch Banking Supervises: Senior Branch Banking Officer-Sales,
Branch Banking Officer-Sales, Junior Officer I, Junior
Officer II, Bank Trainee
II. Job Objective: To sale Bank products and services, mobilize resources, expand service accessibility
through alternatives channels, attend customer requests and create culture that meets or exceeds customers’
expectation as per the Bank’s policy, procedures, guidelines and other pertinent regulations.
III. Key Job Duties and Responsibilities: The job holder’s responsibilities include but are not limited to:
 Plan the daily and weekly sales activities of the branch in consultation with the Branch Business
Manager,
 Establish proactive customer contact strategy for cross-sell and up-sell,
 Lead the daily marketing and sales activities of the Branch for both Retail and Wholesale customers,
 Participate in the daily and weekly sales meetings,
 Manage availability and distribution of promotional materials,
 Follow daily the sales performance of the branch and generate report,
 Monitor and authorize products/services sold to customer on time and sales team maintains after sales
relationship with the customer to make sure promises are kept,
 Coach, mentor and motivate Sales-force team,
 Ensure all prospects and existing customers’ inquiries and complaints resulting from sales
engagements addressed in time,
 Increase uptake of the Bank’s products, services and alternatives channels,
 Manage and maintain positive relationship with customer and staff,
 Enhance the Bank’s image through proactive engagement with customers and maximize their
satisfaction,
 Ensure all staff comply with regulatory standards, Bank’s policies, procedures, codes of conduct and
practices,
 Ensure the performance of each task with the Bank’s standards (SDT),
 Adhere strictly to compliance and operational risk controls in accordance with the Bank’s standards,
 Promote new and existing Bank’s products, services and alternative channels,
 Select and equip the dedicated sales area with required resources,
 Develop action plans and techniques in collaboration with Branch Business Manager necessary for
achieving sales targets,
 Maintain sales records, create sales lead and opportunities for further selling,
 Drive sales to achieve business targets through coordination of Branch Business team,
 Support the Branch Business team sales effort and product-related technical support,
 Promote effective selling of products and services throughout all levels in the branch,
 Prepare market research and plan, regularly scan the business environment and update market
research,
 Communicate regularly the trends and developments in the market area to Branch Business team,
 Arrange and participate in periodic discussion with high-value customers and developmental partners,
 Ensure customers’ queries and complaints are addressed appropriately,
 Propose and manage sales campaign at the branch level with Branch Business teams,
 Identify and recruit potential customers,
 Manage the relationship with merchants and agents,
 Ensure regular follow-up is conducted on the performance of PoS,
 Ensure regular follow-up of the performance of Agent Banking (i.e., CBE birr customers, merchants
and agents),
 Propose potential business site for deployment of PoS and ATM,
 Periodically report to the Branch Business Manager,
 Perform other duties as assigned.
IV. Key performance Indicators: Strategic and operational efficiency and effectiveness such as:
 Strategic Initiatives
 Business and financial Performance
 Customer excellence
 Process, controls, and Operational performance
V. Summary of Key Competency, Educational and 2.Educational and Professional
1. Summary of Key Competency Requirements Master’s Degree in Economics,
1.1. Leadership Competency at Proficiency of Intermediate Management, Accounting or other
Level Business-related fields or
 Coaches & Mentors, B.A Degree in Economics, Management,
 Deals with Conflict, Accounting or other business-related
 Drive for Result, field; with 5/7 years of Banking
 Empowers others through delegation, experience of which 1 year at Job Grade

11 in Banking Operation Job Family.
 Sets & provides clear Direction.
I.2. Organizational Values Competency at Proficiency of
Intermediate Level.
 Integrity,
 Empowerment,
 Teamwork,
 Corporate Citizenship.
I.3. Technical Competency
Operational Risk Management (Intermediate Level), Budget
Management (Intermediate Level), Internal Control (Intermediate
Level), Compliance Risk Management (Intermediate Level),
Office Management (Intermediate Level), Alternative Channels
(ATM, Internet Banking, Mobile Banking, etc.) (Intermediate
Level), Business controlling (Intermediate Level), Market &
Customer Understanding (Intermediate Level), International
Banking Operation (Intermediate Level), Credit Risk
Management (Novice Level), Risk Analysis, Assessment &
Reporting (Novice Level), Branch Operations (Intermediate
Level), Marketing & Sales (Advanced Level), Customer
Experience (Intermediate Level), Industry & Product Knowledge
(Intermediate Level), Communicates Clearly (Intermediate
Level), Customer Relationship Management (Intermediate Level),
Customer Orientation (Intermediate Level).
VI. Approvals:

3.4. Customer Service Manager-Service
Job Title: Customer Service Manager -Service Organizational Relationships:
Division: Retail & Branch Banking Supervises: Senior Branch Banking Officer-Service,
Branch Banking Officer-Service, Junior Officer I&II,
Bank Trainee
II. Job Objective: To serve the Bank’s customers, mobilizes resources, expands branch accessibility
through alternatives channels, attained customers request and provides efficient and high quality service to
customers as per the Bank’s policy, procedure, guideline and other pertinent regulation.
 Plan service activities of the branch;
 Oversee and approve digital channel onboarding operations;
 Lead documents authentication and KYC operations in the branch;
 Ensure customer profile is updated continuously for all customer segments;
 Plan, coordinate and lead daily, weekly service team’s operations;
 Perform sells of the Bank’s products and services in-branch;
 Ensure migration of in-branch transactions to the digital channels;
 Supervise the lobby area by assigning the right Meeter-Greeter, ensure branch office is clean and
convenient for customers;
 In collaboration with the Branch Controller, measure SDT of the branch and take corrective actions
for deviations;
 Ensure customer requests are served as per the standard delivery time;
 Manage customer requests and complains;
 Establish ATM card, passbook and all other register book and keep it in safe custody;
 Handle product and service request of customers;
 Ensure cleanliness of the branch, monitor lobby area, and avail relevant supplies to the branch teams
from stock of stationary items;
 Ensure continuous improvement of customers experience; and
 Monitor and authorize products/services sold to customer on time;
 Oversee opening and authorization of customer accounts at the branch;
 Create customers complain database and inform sales team and the Branch Business Manager
regularly;
 Make sure customers will always have single point of contact in the branch;
 Provide solution to customer complaint or escalate it;
 Ensure delivery of service in-branch meet or exceed customer expectations;
 Properly follow the customer creation process at the branch and ensure proper customer profile is
created for each new customers;
 Merge customer ID as per the customer request or if it is necessary;
 Handle PIN and Payment card delivery;
 Manage and maintains positive relationship with customer and staff;
 Enhance the Bank’s image through pro-active handle customers and maximizes their satisfaction;
 Ensure all staff comply with regulatory standards, Bank’s policies, procedure, code of conduct and
practices;
 Ensure the performance of each tasks with the Banks standards (SDT);
 Adhere strictly to compliance and operational risk controls in accordance with the Bank’s standards;
 Promote new and existing Banks products, service and alternative channels;
 Develops action plans and techniques in collaboration with Branch Business Manager necessary for
achieving service excellence targets;
 Support the Branch service team to the service and product related technical needs;
 Promote effective services throughout all levels in the branch;
 Prepare card delivery assessment to identify challenges and to initiate changes in card activation;
 Ensure the customer’s queries and complaints are addressed appropriately;
 Propose and manages service improvement campaign at the branch level with Branch Business
Manager;
 Identify and propose potential service improvement areas;
 Periodically reports to the Branch Business Manager;
 Perform other duties as assigned.
V. Summary of Key Competency, Educational and 2.Educational and Professional Requirements
Professional Requirements: B.A Degree in Economics, Management,
1. Summary of Key Competency Requirements Accounting or other business related field; with
1.1. Leadership Competency at Proficiency of 7 years of Banking experience of which 1 year
Intermediate Level. at Job Grade 11 in Banking Operation Job
 Coaches & Mentors, Family.
 Deals with Conflict,
 Drive for Result,
 Empowers others through delegation,
1.2. Organizational Values Competency at
 Integrity,
 Empowerment,
 Teamwork,
1.3. Technical Competency
Budget Management (Intermediate Level), Internal Control
(Intermediate Level), Compliance Risk Management
(Intermediate Level), Office Management (Intermediate
Level), Alternative Channels (ATM, Internet Banking,
Mobile Banking, etc) (Intermediate Level), Business
controlling (Intermediate Level), Market & Customer
Understanding (Intermediate Level), International Banking
Operation (Intermediate Level), Credit Risk Management
(Novice Level), Risk Analysis, Assessment & Reporting
(Novice Level), Branch Operations (Intermediate Level),
Marketing & Sales (Advanced Level), Customer
Experience (Intermediate Level), Industry & Product
Knowledge (Intermediate Level), Communicates Clearly
(Intermediate Level), Customer Relationship Management
(Intermediate Level), Customer Orientation (Intermediate
Level)
VI. Approvals:
3.5. Senior Branch Banking Officer-Sales

Job Title: Senior Branch Banking Officer-Sales Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Branch Business manager
Division: Retail & Branch Banking Supervises: None
Unit: Branch Job Category: Experienced Professional: EP
II. Job Objective: To sale Bank products and services, mobilizes resources, expands branch accessibility
 Responsible for end-to-end sales of the Bank’s products and services to Retail and Wholesale
customers;
 Handle digital channel subscription and utilization;
 Interacts directly with customers throughout all phases of the sales processes,
 Identifies customers’ need, proposes/plans relevant products or services and ensures that customers
have positive experiences from start to finish,
 Perform sales of Bank products, services and alternatives channels to retail and wholesale customers,
 Manage relationships with customers, serving as a key point of contact, from initial lead outreach to
when a purchase is ultimately made,
 Make preparation, approach customers, make presentation, handle objections and close sales as the
selling process passes through steps (starting from proposing up to closing and follow up),
 Manages sale pipeline (awareness, interest, decision and action),
 Undertake indoor and outdoor sales of products/services including digital penetration,
 Handle all prospective and existing customers’ inquiries in relation with sales,
 Identify potential customers, connects with leads and advise on a solution,
 Leverage central data, customer service team and other information for lead generation,
 Handle customer profiling and portfolio management,
 Handles agents and merchants’ recruitment as well as management in collaboration with the
Relationship Team,
 Leads, trains, coaches and monitors performance of agents and merchants,
 Arranges meeting with customers and makes calls,
 Trains operation and junior staff about new products and services,
 Responds/troubleshoots digital banking technical problems at agent and merchant locations in
consultation with IS,
 Discharges any product/service-related sales activities referred by the Branch Manager/Business
Manager/Customer Service Manager – Sales,
 Periodically report to the Customer Service Manager-Sales
1 Summary of Key Competency Requirements B.A Degree in Economics, Management,
1.1 Leadership Competency: NA Accounting or other business related field;
I.2. Organizational Values Competency at Proficiency of with 5 years of Banking experience of which
Intermediate Level. 1 year at Job Grade 10 in Banking Operation
 Integrity, Job Family.
 Empowerment,
 Teamwork,
Banking Operations (Intermediate Level), Performance
Management Knowledge (Novice Level), Risk Management
Knowledge (Intermediate Level), Computer Appreciation
Level), Knowledge of Audit Management Principles (Novice
Level), Branch Operations (Intermediate Level), Alternative
Channels (ATM, Internet Banking, Mobile Banking, etc)
(Intermediate Level), Interest Free Banking (Intermediate
Level), Marketing & Sales (Novice Level), Temenos Core
Banking Application (Intermediate Level), Financial
Accounting (Intermediate Level), Financial Transaction
Recording and Documentation (Intermediate Level),
Knowledge of Anti-Money Laundering Laws (Intermediate
Level), Cash & Vault Management (Intermediate Level),
Industry & Product Knowledge (Intermediate Level), Fixed
Asset Management (Intermediate Level), Customer
Experience (Novice Level), Attention to Detail
(Intermediate Level) and ATM Management (Novice
Level).
VI. Approvals:
Name:_______________________________________Signature:______________Date: ______________
3.6. Senior Branch Banking Officer-Service
Job Title: Senior Branch Banking Officer-Service Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Customer Service Manager-
Service
 Approve customer account opening;
 Serve customers as per the standard delivery time;
 Establish PIN register book and maintain PIN in custody;
 Work for continuous improvement of customers experience;
 Proper delivery service to all customers;
 Adheres strictly to compliance and operational risk controls in accordance with the Bank’s standards;
 Checks account opening and cross selling of alternative channels and services;
 Checks and confirms scanned signatures and documents;
 Complies with regulatory standards, Bank’s policies, procedure, code of conduct and practices;
 Enhance the Banks image through pro-active handle customers and maximizes their satisfaction;
 Discharges all duties and responsibilities as indicated in the branch baking procedure;
 Participates in the resource mobilization activities;
 Performs balancing of all books of accounts against General Ledger on daily basis;
 Processes cheque issuance request and account closing;
 Reconciles the branch book of account, reconciles ATM, PoS and CBE Birr transaction on daily basis;
 Keeps reconciliation documents for further reference;
 Follow ups the clearance of negotiable instruments and timely settlement;
 Handles PIN and Payment card delivery;
 Settles all suspense accounts timely and prepares suspense ageing report regularly;
 Strategic Initiatives;
 Business and financial Performance;
 Customer excellence;
 Process, controls, and Operational performance.
V. Summary of Key Competency, Educational and 2. Educational and Professional
1. Summary of Key Competency Requirements B.A Degree in Economics, Management,
1.1 Leadership Competency: NA Accounting or other business related field; with 5
1.2 Organizational Values Competency at years of Banking experience of which 1 year at
Proficiency of Intermediate Level. Job Grade 10 in Banking Operation Job Family.
 Integrity,
 Empowerment,
 Teamwork,
Management Knowledge (Novice Level), Risk
Management Knowledge (Intermediate Level), Computer
Appreciation (Intermediate Level), Communicates
Clearly (Intermediate Level), Knowledge of Audit
Management Principles (Novice Level), Branch
Operations (Intermediate Level), Alternative Channels
(ATM, Internet Banking, Mobile Banking, etc)
(Intermediate Level), Interest Free Banking
(Intermediate Level), Marketing & Sales (Novice
Level), Temenos Core Banking Application
(Intermediate Level), Financial Accounting (Intermediate
Level), Financial Transaction Recording and
Documentation (Intermediate Level), Knowledge of
Anti-Money Laundering Laws (Intermediate Level),
Cash & Vault Management (Intermediate Level),
Industry & Product Knowledge (Intermediate Level),
Fixed Asset Management (Intermediate Level),
Customer Experience (Novice Level), Attention to Detail
(Intermediate Level) and ATM Management (Novice
Level).
VI. Approvals:

3.7. Branch Banking Officer-sales
Job Title: Branch Banking Officer Organizational Relationships:
Department: District Type of Employment: permanent
Unit: Branch Job Category: Professional: P
II. Job Objective: To sale Bank products and services, expands branch digital banking users, attained
customers request and provides efficient and high quality service to customers as per the Bank’s policy,
procedure, guideline and other pertinent regulation.
III. Key Job Duties & Responsibilities: The job holder’s responsibilities include, but are not limited to:
 Interacts directly with customers throughout all phases of the sales process;
 Identifies customers’ need, proposes/plans relevant products or services and ensures that customers
have positive experiences from start to finish;
 Manages relationships with customers, serving as a key point of contact, from initial lead outreach to
when purchase is ultimately made;
 Makes preparation, approaches customers, makes presentation, handles objections and closes sales as
the selling process passes through steps (starting from proposing up to closing and follow up);
 Discharges any product/service-related sales activities referred by the Branch Manager/Business
Manager/Customer Service Manager;
 Executes grassroot marketing (sales campaigns);
 Sales Bank products, services and alternatives channels;
 Undertakes both indoor selling (referral, cross and up selling) and outdoor selling (door to door
marketing);
 Handles prospective and existing customers’ inquiries in relation to sales;
 Identifies potential customers, connects with leads and advises on a solution;
 Leads, trains, coaches and monitors performance of agents and merchants;
 Arranges meeting with customers and makes calls;
 Trains operation and junior staff about new products and services;
 Leverages central data, customer service team and other information for lead generation;
 Responds/troubleshoots digital banking technical problems at agent and merchant locations in
consultation with IS;
 Recruits agents and merchants as well as management in collaboration with the Relationship Team;
 Enhances the Bank’s image through proactive handling of customers and maximizes their satisfaction;
 Manages and maintains positive relationship with customers and staffs;
 Performs each task with the Bank’s standards and timescales;
 Adheres strictly to compliance and operational risk controls in accordance with the Bank’s standards;
 Identifies and recruits prospective customers, and provides professional advice;
 Works towards the achievements of the teams and individual tasks;
 Promotes new and existing Bank’s products, services and alternative channels to customers;
 Engages fully in the resource mobilization activities;
 Ensures that customers queries and complaints are addressed appropriately;
 Assists or supports customers within and outside the branch;
 Recruits customers and sales Bank’s products, services and alternative channels;
 Evaluates regularly the performance of Agent banking;
 Identifies potential business site for deployment of PoSs and ATMs;
 Creates sales records, sales lead and opportunities for further selling activities;
 Participates in market research, sales plan and sales campaign with Branch Business team;
 Delivers efficient and high-quality services to customers;
 Complies with regulatory standards, Bank’s policies, procedures, code of conducts and practices;
 Participates in market research, sales plan and sales campaign with other Branch Business team;
 Promotes and sales the Bank's products, services and alternative channels to customers;
 Discharges all duties and responsibilities as dictated in the branch Banking procedure;
 Performs other assigned duties.
1 Summary of Key Competency Requirements B.A Degree in Economics, Management,
1.1 Leadership Competency: NA Accounting or other business related field; with
1.2 Organizational Values Competency at Proficiency 3 years of Banking experience, of which 1 year
of Intermediate Level at Job Grade 8 in Banking Operation Job
 Integrity, Family.
 Empowerment,
 Teamwork,
Banking Operations (Novice Level), Performance
Appreciation (Intermediate Level), Communicates Clearly
(Intermediate Level), Knowledge of Audit Management
Principles (Novice Level), Branch Operations
Interest Free Banking (Intermediate Level), Marketing &
Sales (Intermediate Level), Temenos Core Banking
Application (Intermediate Level), Financial Accounting
(Novice Level),
Financial Transaction Recording and Documentation
(Intermediate Level), Knowledge of Anti-Money
Laundering Laws (Intermediate Level), Customer
Experience (Intermediate Level), Customer Orientation
(Intermediate Level), Attention to Detail (Intermediate
Level), International Banking Operation (Novice Level),
Industry & Product Knowledge (Intermediate Level).
VI. Approvals:
I ________________have read the job description above, and understand that it is intended to describe the
Name:____________________________Signature:___________________Date:_________________
3.8. Branch Banking Officer-Service
Job Title: Branch Banking Officer-Service Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Customer Service Manager-
Service
 Perform customer account opening;
 Serve customers as per the standard delivery time;
 Work for continuous improvement of customer’s experience;
 Process salary payment transactions;
 Play the Meeter-Greeter role in rotation;
 Perform in-branch sales activities and collaborate with the sales team;
 Prepare negotiable instruments and deliver to customers;
 Adheres strictly to compliance and operational risk controls in accordance with the Bank’s
standards;
 Follow up the clearance of negotiable instruments and timely settlement;
 Settles all suspense accounts timely and prepares suspense ageing report regularly;
 Business and financial Performance ;
1.1 Leadership Competency: NA Accounting or other business related field;
1.2 Organizational Values Competency at with 3 years of Banking experience of which
Proficiency of Intermediate Level. 1 year at Job Grade 8 in Banking Operation
 Integrity, Job Family.
 Empowerment,
 Teamwork,
(Intermediate Level), Interest Free Banking (Intermediate
Level), Marketing & Sales (Novice Level), Temenos Core
Banking Application (Intermediate Level), Financial
Accounting (Intermediate Level), Financial Transaction
Recording and Documentation (Intermediate Level),
Knowledge of Anti-Money Laundering Laws (Intermediate
Industry & Product Knowledge (Intermediate Level), Fixed
Asset Management (Intermediate Level), Customer
Experience (Novice Level), Attention to Detail (Intermediate
Level) and ATM Management (Novice Level).
VI. Approvals:

3.9. Retail Customer Relationship Manager
Job Title: Retail Customer Relationship Organizational Relationships:
Manager
II. Job Objective: To attend Affluent Retail customers request at the branch, promote CBE’s products
and service, recruit new potential Affluent Retail customers so as to achieve organizational vision and
strategic objectives.
 Strength relationship with Affluent Retail Customers;
 Affluent Retail Customers profiling and portfolio management;
 Provide assistance for Retail Affluent customers in using products and services;
 Selling of products and services to Retail Affluent Customers.
 Handles the Affluent Retail customers request;
 Processes all Affluent Retail customers requests;
 Facilities the provision of efficient and high quality service to Affluent Retail customers;
 Maintains positive relationship with customer and staff;
 Enhance the Banks image through pro-active customer driven servicing of their needs to maximize
customer satisfaction;
 Signs on all sales contracts of Affluent Retail customers;
process;
 Ensures the needs of key customer are met without compromising business efficiency;
 Performs the tasks within the agreed standards and timescales;
 Participates in resource mobilization activities;
 Receives any Affluent Retail customers applications, verifies signature, conducts preliminary
checking of applications and supporting documents against check list, and forwards to the
concerned bank’s organ for processing;
 Provides information and advises to customers;
 Promotes CBE products and services to Affluent Retail customers;
 Recruits new Affluent Retail customers;
 Identifies customers’ needs and forwards any new product ideas to Retail Business Development
Department;
 Approves sales contracts;
V. Summary of Key Competency, Educational and

Professional Requirements: 2. Educational and Professional
1.Summary of Key Competency Requirements Requirements
1.1. Leadership Competency: NA B.A Degree in Economics, Management,
I.2. Organizational Values Competency at Proficiency of Accounting or other business related field;
Intermediate Level. with 7 years of Banking experience of which 1
 Integrity, year at Job Grade 11 in Banking Operation Job
 Service Excellence, Family.
 Empowerment,
 Teamwork,
Management Knowledge (Novice Level),Risk Management
Knowledge (Intermediate Level),Computer Appreciation
Level),Knowledge of Audit Management Principles (Novice
Level), Branch Operations (Intermediate Level) ,Alternative
(Novice Level), Interest Free Banking (Novice
Level) ,Marketing & Sales (Intermediate Level), Temenos
Core Banking Application (Intermediate Level),Financial
Accounting (Novice Level),Financial Transaction
Recording and Documentation (Novice Level),Knowledge
of Anti-Money Laundering Laws (Novice Level), Trade
Finance (Intermediate Level),Loan Evaluation & Follow up
(Intermediate Level),Customer Relationship Management
(Intermediate Level),Customer Orientation (Intermediate
Level), Attention to Detail (Intermediate Level), Industry &
Product Knowledge (Intermediate Level) and Credit
Operation (Intermediate Level).
VI. Approvals:
Name;_______________________________________Signature:______________Date: ______________
3.10. Wholesale Customer Relationship Manager
Job Title: Wholesale Customer Relationship Organizational Relationships:
Manager
 Strengthen relationship with wholesale Customers;
 Maintain and managed wholesale Customers profiling and portfolio;
 Serve as single point of contract for wholesale customers;
 Provide assistance for wholesale customers in using products and services;
 Selling of products and services to wholesale Customers.
 Handle the wholesale customers request;
 Process all wholesale customer’s requests;
 facilitate the provision of efficient and high quality service to wholesale customers;
customer satisfaction
process;
 Performs the tasks within the agreed standards delivery time;
 Participates in resource mobilization initiatives of the Branch;
 Receives any wholesale customer’s applications, verifies signature, conducts preliminary checking
of applications and supporting documents against check list, and forwards to the concerned bank’s
organ for processing;
 Promotes CBE products and services to wholesale customers;
 Recruits new wholesale customers;
 Identifies customers’ needs and forwards any new product ideas to wholesale Divisions/
Department;
 Financial and strategic objectives of the Bank (deposit mobilization, FCY earning, profitability,
efficiency or cost minimization, etc.);
 Strategic initiatives of the Bank;
 Customer experience;
1.Summary of Key Competency Requirements B.A Degree in Economics, Management,
1.1. Leadership Competency: NA Accounting or other business related field;
1.2. Organizational Values Competency at with 7 years of Banking experience of which 1
Proficiency of Intermediate Level. year at Job Grade 11 in Banking Operation Job
 Empowerment,
 Teamwork,
VI. Approvals:
VII.Statement/Employee Acknowledgment/
3.11. IFB Customer Relationship Manager
Job Title: IFB Customer Relationship Manager Organizational Relationships:
 Strengthen relationship with IFB wholesale and Affluent Retail Customers;
 Maintain and managed IFB wholesale and Affluent Retail Customers profiling and portfolio;
 Serve as single point of contract for IFB wholesale and affluent Retail customers;
 Provide assistance for IFB wholesale and Retail Affluent customers in using products and services;
 Selling of products and services to IFB wholesale and Retail Affluent Customers.
 Handle the IFB wholesale and Affluent Retail customers request;
 Process all IFB wholesale and Affluent Retail customer’s requests;
 Facilitate the provision of efficient and high quality service to IFB wholesale and Affluent Retail
customers;
customer satisfaction
process;
 Performs the tasks within the agreed standards delivery time;
 Participates in resource mobilization initiatives of the Branch;
 Receives any IFB wholesale and Affluent Retail customers applications, verifies signature, conducts
preliminary checking of applications and supporting documents against check list, and forwards to
the concerned bank’s organ for processing;
 Promotes CBE products and services to IFB wholesale and Affluent Retail customers;
 Recruits new IFB wholesale and Affluent Retail customers;
 Identifies customers’ needs and forwards any new product ideas to Product owners,
 Financial and strategic objectives of the Bank (deposit mobilization, FCY earning, profitability,
efficiency or cost minimization, etc.)
 Strategic initiatives of the Bank
 Customer experience
1.1. Leadership Competency: NA Accounting or other business related field;
I.2. Organizational Values Competency at with 7 years of Banking experience of which 1
Proficiency of Intermediate Level. year at Job Grade 11 in Banking Operation Job
 Empowerment,
 Teamwork,
VI. Approvals:
VII.Statement/Employee Acknowledgment/
3.12. Digital Channel Officer
Job Title: Digital Channel Officer Organizational Relationships:
II. Job Objective: To support branches in digital channel product sales and onsite training (Card
Banking, Mobile Banking, Internet Banking , CBE Birr agent , merchant POS and CBE Birr merchant)
and increase digital channel transaction so as to achieve the Bank’s vision and strategic objectives.
 Performs digital channels products sales;
 Monitors, evaluates and reports Digital channel performance;
 Handles customer queries and complaints;
 Performs each tasks with the Banks standards and timescales;
standards;
 Promotes new and existing digital channel products;
 Develop action plans and techniques in collaboration with Manager Customer Service- Sales for
achieving digital channels sales targets;
 Maintains relationship with customers to use digital channels products and services;
 Promotes effective selling of digital channels products and services throughout all levels in the
branch;
 Proposes and manages digital channels sales campaign at the branch level with Branch Business
teams;
 Identifies and recruits potential customers for digital channels;
 Manages the relationship with merchants and agents;
 Monitors daily operations of digital Channels and identify improvement areas to ensure delivery of
quality service to customers
 Conducts regular follow up on the performance of PoS and ATMs;
 Conducts regular follow up on the performance of Agent Banking (i.e. CBE birr customers,
merchant and agents);
 Proposes potential business site for deployment of PoS and ATM;
1.1 Leadership Competency: NA Accounting or other business related field with 4
I.2. Organizational Values Competency at Proficiency years of Banking experience respectively, of
of Intermediate Level. which 1 year at Job Grade 9 in Banking
 Integrity, Operation Job Family.
 Empowerment,
 Teamwork,
(Advanced Level), Interest Free Banking (Intermediate Level).
Marketing & Sales (Intermediate Level), Temenos Core Banking
Application (Intermediate Level), Financial Accounting (Novice
Level), Financial Transaction Recording and Documentation
(Novice Level), Knowledge of Anti-Money Laundering Laws
(Novice Level), Operational Risk Management (Intermediate
Level), Market & Customer Understanding (Intermediate Level),
Industry & Product Knowledge (Intermediate Level). Customer
Relationship Management (Intermediate Level), Customer
Orientation (Intermediate Level) and Customer Experience
(Intermediate Level).
VI. Approvals:

Name:_______________________________________Signature:______________Date: _____________
3.13. Junior Officer II (Sales)
Job Title: Junior Officer-II Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Branch Business manager
Unit: Branch Job Category: Junior Level: Junior Level
II. Job Objective: To sale Bank products and services, attend customers request and provides efficient
and high quality service to customers as per the Bank’s policy, procedure, guideline and other pertinent
regulation within predetermine risk appetite of the Bank so as to achieve organizational vision and strategic
objectives.
III.Key Job Duties & Responsibilities: The job holder’s responsibilities include, but are not limited to:
 Attends customer sales request with due respect;
 Cross or up sell products to mass and middle level banking customers;
 Handle mass and middle level banking customers need end to end;
 Increase number of mass and middle level banking customers;
 Delivers efficient and high quality service to customers;
 Countersigns on documents and sales contracts tickets;
 Creates and maintain relationship with merchants and agents;
 Identifies, verifies and scans customers’ and authorized staffs’ signatures;
 Processes customers’ account opening, alternative channels services request and perform cross
selling activities;
 Promotes and sales the Bank's products, service and alternative channels to the customers;
 Recruits customers and sales Bank products, services and alternative channels;
 Discharge all duties and responsibilities as dictated in the branch Banking procedure;
I.2. Organizational Values Competency at Proficiency years of Banking experience of which 1 year at
of Novice Level. Job Grade 7 in Banking Operation Job Family.
 Integrity,
 Empowerment,
 Teamwork,
VI. Approvals:
Name_______________________________________Signature:______________Date: ______________
3.14. Junior Officer I (Sales)

Job Title: Junior Officer I Organizational Relationships:
II. Job Objective: To sale Bank products and services, attend customers request and provides efficient
and high quality service to customers as per the Bank’s policy, procedure, guideline and other pertinent
regulation within predetermine risk appetite of the Bank so as to achieve organizational vision and strategic
objectives.
selling activities;
1.2 Organizational Values Competency at Proficiency months Banking experience at Job Grade 6 in
of Novice Level. Banking Operation Job Family.
 Integrity,
 Empowerment,
 Teamwork,
VII. Approvals:
3.15. Bank Trainee
Job Title: Bank Trainee Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Customer Service Manager
Unit: Branch Job Category: Junior Level: JL
II.Job Objective: To learn the overall Banking operation activities, procedure, organizational culture and
practice of the Bank so as to become professional Banker.
 Understands the basic Banking products, services and Banking operational activities;
 Understands and complies with the Bank work culture, norms, value, ethical principle and code of
conduct;
 Learns about how to handle the customer;
 Understands the customer needs, business and team objectives;
 Understands the regulatory standards, Bank’s policies, procedure and practices;
 Learns the compliance and operational risk controls standard of the Bank;
 Learns about products, services and processes through practicing, peer learning and experience
sharing;
 Responds the customers queries through face-to-face, telephone etc;
 Participates in sales activity within and outside of the branch;
 Assists the customers in introducing and activating of alternative channels like mobile Banking,
Internet Banking, CBE birr and card Banking;
 Assists in sorting, checking and stampings of bulk cheque deposit;
 Assists in cash sorting, wrapping and collection at cash sorting table;
 Participates in customer satisfaction survey by distributing and collecting questioners to customers;
 Contacts customers to collect/activate debit cards and others alternatives channels;
 Assists in documentation of daily tickets and customer’s mandate file;
IV. Key Performance Indicators: Strategic and operational efficiency and effectiveness such as:
V. Summary of Key Competency, Educational 2 Educational and Professional Requirements
and Professional Requirements:
B.A Degree in Economics, Management,
1. Summary of Key Competency Requirements
1.1 Leadership Competency: NA Accounting or other business related field with
I.2. Organizational Values Competency at
Zero year of experience.
Proficiency of Novice Level.
 Integrity,
 Empowerment,
 Teamwork,
VI. Approvals:

I ________________have read the above, and understand that it is intended to describe the general content of
and requirements for performing this job. It is not an exhaustive statement of duties, responsibilities or
requirements. I understand that this job description does not preclude the Bank’s authority to add or change
duties or responsibilities, and understand that the performance of other duties will be required from time to
time in order to meet the Bank’s needs. I have been given a copy of this description.
3.16. Branch Operation Manager
Job Title: Branch Operation Manager Organizational Relationships:
Division: Retail & Branch Banking Supervises: Senior Branch Banking Officer, Branch
Banking Officer, Junior Officer and Bank Trainee
II. Job Objective: To ensure the branch cash management, reconcile book of accounts, transaction
checking and authorization and archiving documents of the branch as per the Bank’s policy, procedure,
guideline and other pertinent regulation so as to achieve Banks’ vision and strategic objectives.
 Manages the branch cash Operation;
 Manages the reconciliation of book of accounts;
 Ensures customer queries and complaints are properly handled;
 Facilitates efficient and high quality service to customers;
 Manages and maintain positive relationship with customer and staff;
 Promotes new and existing Banks products, service and alternative channels to the customers;
 Enhances the Banks image through pro-active handle customers and maximizes their satisfaction;
 Ensures all performers comply with regulatory standards, Bank’s policies, procedure, code of
conduct and practices;
process;
 Ensures tasks are completed to the agreed standards within the agreed timescales;
 Countersigns on documents and transaction tickets and approve payments;
 Supervises the operation activities (i.e. general ledger management, cash operations and archiving,
and logistics) in the Branch;
 Coordinates and develops annual/quarter/monthly operational plan of the branch;
 Ensures all books of accounts are balanced against GL;
 Ensures reconciliation of ATM and POS transaction;
 Monitors service levels against customer expectations;
 Follow ups timely settlement of suspense accounts;
 Handles cash vault dually and keeps confidentially the combination code of the branch vault and
ATM;
 Prepares and implement periodic job rotation plan for the Branch Operation team;
 Approves payment of general expense items;
 Ensures that sufficient stock of forms and stationary materials are maintained;
 Review and consolidate Branch budgets;
 Ensures rectification of discrepancies reported by Manager Internal control or Internal auditors;
 Creates conducive work environment;
 Authorizes transactions;
 Handles petty cash;
 Analyzes the genuineness of expenses incurred by the branch;
 Examines cash excess and cash shortage;
 Ensures reconciliation, settlement of suspense accounts and produce periodic report of accounts
balance;
 Overviews and checks all cash processes are properly executed and ensures compliance with all
internal controls, standards and limits;
 Counter signs the daily cash book;
 Ensures cash operation, balance at the half day and end of day;
 Follows up regularly the cash holding limit of the branch;
 Ensures the correctness of end of day cash closing operation;
 Identifies areas of operational risk and prepare annual operational risk assessment report of the
Branch Operation team;
 Ensures clearance of negotiable instruments;
 Standard Delivery Time;

1. Summary of Key Competency Requirements Master’s Degree in Economics, Management,
1.1 Leadership Competency at Proficiency of Accounting or other Business related fields Or
Intermediate Level.
B.A Degree in Economics, Management,
 Coaches & Mentors,
Accounting or other Business related fields
 Deals with Conflict,
with 6/8 years of Banking experience
 Drive for Result,
respectively, of which 2 years at Job Grade
 Empowers others through delegation,
12 in Banking Operation Job Family.
1.2 Organizational Value Competency at
 Integrity,
 Empowerment,
 Teamwork,
Operational Risk Management (Intermediate Level), Budget
Management (Intermediate Level), Internal Control
Operation (Intermediate Level), Credit Risk Management
(Intermediate Level), Branch Operations (Intermediate
Fixed Asset Management (Intermediate Level), Inventory
Planning & Control (Intermediate Level), Communicates
Clearly (Intermediate Level), Attention to Detail
(Intermediate Level), ATM Management (Novice Level)
and Branch Management (Intermediate Level).
VI. Approvals:

3.17. Senior Branch Banking Officer-Operation
Job Title: Senior Branch Banking Officer Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Branch Operation Manager
II. Job Objective: To authorize transaction in line with the Bank's risk appetite without compromising the
customer satisfaction, manage branch cash movement, handles customer’s request and provides efficient and
high quality service, reconcile book of accounts, checks and control transaction and archiving documents of
the branch as per the Bank’s policy, procedure, guideline and other pertinent regulation so as to achieve
organizational vision and strategic objectives
standards;
 Approves transactions on inactive saving accounts and withdrawal without passbook as required;
 Checks all Branch Banking Officers cash holding limit at all time;
 Checks and authorizes all transactions as per the limit accurately and efficiently;
 Checks and confirms scanned signatures and documents;
 Checks availability of sufficient cash in all ATMs at all times;
 Ensures all adjustment transaction are properly posted;
 Ensures cash counted and sorted on the cash table is properly verified and arranged in bundles and
bricks;
 Keeps dual control of vault key and ATM machine;
 Keeps wallet cards, coins bags and ‘Muday’ box key under his/her custodies;
 Maintains insufficient cheque book record as per NBE’s directive;
 Maintains the branch cash position as per the approved cash holding limit at all time;
 Follows up the branch cash movement;
 Performs half day and end of day cash operation balance, record daily movement of cash on cash
book and reports any cash difference on the same date;
 Reconciles the branch book of account, reconciles ATM, PoS and CBE Birr transaction on daily
basis;
 Keeps reconciliation documents for further reference;
 Verifies cash in Branch Banking Officer boxes against amount stated in daily cash closing sheet
and recorded on the system;
 Follow ups the clearance of negotiable instruments and timely settlement;
Professional Requirements:
Requirements
1 Summary of Key Competency Requirements
1.1 Leadership Competency: NA B.A Degree in Economics, Management,
I.2. Organizational Values Competency at Proficiency
Accounting or other business related field; with
of Intermediate Level.
 Integrity, 5 years of Banking experience of which 1 year
 Service Excellence, at Job Grade 10 in Banking Operation Job
 Professionalism, Family.
 Empowerment,
 Teamwork,
Sales (Novice Level), Temenos Core Banking Application
(Intermediate Level), Financial Accounting (Intermediate
Documentation (Intermediate Level), Knowledge of Anti-
Money Laundering Laws (Intermediate Level), Cash &
Vault Management (Intermediate Level), Industry &
Product Knowledge (Intermediate Level), Fixed Asset
Management (Intermediate Level), Customer Experience
(Novice Level), Attention to Detail (Intermediate Level)
and ATM Management (Novice Level).
VI. Approvals:

3.18. Branch Banking Officer (Front)
Job Title: Branch Banking Officer Organizational Relationships:
Department: District Type of Employment: permanent
II. Job Objective: To promote Bank products and services, attend customers request and provides
efficient and high quality service to customers, checks and control transaction and archiving documents of the
branch as per the Bank’s policy, procedure, guideline and other pertinent regulation so as to achieve
organizational vision and strategic objectives.
 Attends customer at front properly with due respect;
 Countersigns on documents and transaction tickets;
 Processes cash and non- cash transactions;
 Maintains cash holding position at all time;
 Promotes and cross sell the Bank's products, service and alternative channels to the customers;
1.1 Leadership Competency: NA Accounting or other business related field; with
1.2 Organizational Values Competency at 3 years of Banking experience, of which 1 year
Proficiency of Intermediate Level. at Job Grade 8 in Banking Operation Job Family
 Integrity,
 Empowerment,
 Teamwork,
Banking Operations (Novice Level), Performance
Sales (Intermediate Level), Temenos Core Banking
Application (Intermediate Level), Financial Accounting
(Novice Level), Financial Transaction Recording and
Money
Laundering Laws (Intermediate Level), Customer
Experience (Intermediate Level), Customer Orientation
Level), International Banking Operation (Novice Level),
Industry & Product Knowledge (Intermediate Level).
VI. Approvals:
3.19. Junior Officer II (Front)
Job Title: Junior Officer II Organizational Relationships:
efficient and high quality service to customers as per the Bank’s policy, procedure, guideline and other
pertinent regulation within predetermine risk appetite of the Bank so as to achieve organizational vision and
 Handle mass and middle level banking customers need end to end;
 Creates and maintain relationship with merchants and agents;
selling activities;
Requirements
1. Summary of Key Competency Requirements
I.2. Organizational Values Competency at
Accounting or other business related field with
 Integrity, 2 years of Banking experience of which 1 year
 Service Excellence, at Job Grade 7 in Banking Operation Job
 Professionalism, Family.
 Empowerment,
 Teamwork,
VI. Approvals:
Name_______________________________________Signature:______________Date: ___________
3.20. Junior Officer I (Front)
Job Title: Junior Officer I Organizational Relationships:
efficient and high quality service to customers as per the Bank’s policy, procedure, guideline and other
pertinent regulation within predetermine risk appetite of the Bank so as to achieve organizational vision and
 Provides efficient and high quality service
 Promotes and cross sell Banking product, service and alternative channels;
 Attends customer queries and complaints;
 Attends customer at front properly with due respect;
 Processes cash and non- cash transactions;
 Maintains cash holding position at all time;
 Promotes and cross sell the Bank's products, service and alternative channels to the customers;
 Enhances the Banks image through pro-active handle customers and maximizes their satisfaction;
 Signs on document and transaction tickets;
 Performs each tasks with the Banks standards and timescales;
standards;
 Provide professional advise; Participates in the resource mobilization activities;
 Attends customer at the back properly with due respect;
 Performs balancing of daily non cash tickets against the respective accounts;
 Identifies, verifies and scans customers’ and authorized staff signatures;
V. Summary of Key Competency, Educational and 2.Educational and Professional
Requirements
1.Summary of Key Competency Requirements
1.2 Organizational Values Competency at
Accounting or other business related field with
 Integrity, 6 months years of Banking experience at Job
 Service Excellence, Grade 6 in Banking Operation Job Family.
 Empowerment,
 Teamwork,
VI. Approvals:
3.21. Branch Control Manager

Job Title: Branch Control Manager Organizational Relationships:
Job Code: (To be filled by HR) Reports Directly To: Branch Manager
Division: Retail & Branch Banking Supervises: Branch Controller
Job Grade:13 Job Family: Banking Operation
II.Job Objective: To ensure efficient and effective internal control system in the branch through regularly
checks and monitors financial and non-financial transactions that comply with appropriate laws, and
regulations, at branches and also Promotes internal Control Self-Assessment in the branch so as to achieve
organizational vision and strategic objectives.
III.Key Job Duties and Responsibilities: The job holder’s responsibilities include, but are not limited to:
 Ensures compliance with appropriate laws, regulations, ethical norms and contracts at branches;
 Promotes and champions Internal Control Self-Assessment in the branch;
 Ensures efficient internal control management system in the branch;
 Manages and maintains positive relationship with customer and among staff:
 Enhances the Bank’s image through continuous pro-active improvement:
 Identifies the bottleneck and proposes solution that hinder branch from achieving its Objective;
 Proposes solution for the branch to provide efficient and high quality services to customers;
 Identifies and reports the reason for tasks not completed as per the standard timescales;
 Checks and monitors key financial and Non-financial transactions before/after effecting
payments;
 Ensures the relevance, reliability, and credibility of all branch level financial and operating
information;
 Performs daily ticket filing (source document);
 Conducts surprise check on Officers cash box at any time;
 Ensures safeguarding of the Bank’s assets/resources;
 Assesses the Branch operations, transactions and work practices and report any deviation to
district Internal control manager;
 Acts as a focal point for detection and Identification of risk exposures and use of effective
mitigation strategies in branches;
 Ensures branch specific operational objectives are reasonably met;
 Promotes awareness on the internal control culture in the branch;
 Prepares daily/Weekly/Monthly/Quarterly report on major findings as case may be and submit
report to the District control manager;
 Ensures the timely rectification of discrepancies as per the agreed action plan;
 Reviews monthly internal control self-assessment report by Business Managers and Operation
Manager;
 Ensures the Branch Manager and the District Manager take appropriate remedial action on
customers' complaints;
 Ensures service levels are properly measured against customer expectation and Bank standard;
 Guides and supports to strengthen the internal control system in the branch;
 Ensures proper custody of all branch documents and archive’s key;
1 Summary of Key Competency Requirements Master’s Degree in Economics, Management,
1.1. Leadership Competency at Proficiency of Accounting or other Business related fields or
Intermediate Level B.A Degree in Economics, Management,
 Coaches & Mentors, Accounting or other business related field; with
 Deals with Conflict, 6/8 years of Banking experience of which 1
 Drive for Result, year at Job Grade 12 in Banking Operation Job
 Empowers others through delegation, Family.
Proficiency of Intermediate Level
 Integrity,
 Empowerment,
 Teamwork,
Budget Management (Intermediate Level), Internal Control
Operation (Novice Level), Credit Risk Management
(Intermediate Level), Quality Assurance (Intermediate
Level), Branch Operations (Intermediate Level),
Communicates Clearly (Intermediate Level), Audit follow-
up (Intermediate Level), Problem Identification and
Solution (Intermediate Level), Knowledge of Audit
Management Principles (Advanced Level), Attention to
Detail (Intermediate Level), Archives Management
(Intermediate Level)
VI. Approvals:

I ________________have read the above, and understand that it is intended to describe the general content of
and requirements for performing this job. It is not an exhaustive statement of duties, responsibilities or
requirements. I understand that this job description does not preclude the Bank’s authority to add or change
duties or responsibilities, and understand that the performance of other duties will be required from time to
time in order to meet the Bank’s needs. I have been given a copy of this description.
3.22. Branch Controller
Job Title: Branch Controller Organizational Relationships:
Job Code:(To be filled by HR) Reports Directly To: Branch Control Manager
II. Job Objective: To ensure efficient and effective internal control system in the branch through
regularly checks and monitors financial and non-financial transactions compliance against the appropriate
laws, and regulations, at branches so as to achieve the Bank’s vision and strategic objectives.
 Checks and monitors financial and non-financial transactions daily;
 Ensures the compliance of all transactions with appropriate laws, regulations, ethical norms and
contracts at the branch;
 Enhances the Bank’s image through continuous pro-active improvement;
 Identifies the bottleneck and proposes solution that hinder branch from achieving its Objective;
 Proposes solution for the branch to provide efficient and high quality services to customers;
 Identifies and reports the reason for tasks not completed as per the standard timescales;
 Checks and monitors key financial and non-financial transactions before/after effecting payments;
 Assesses the Branch operations, transactions and work practices and report any deviation to
Internal control manager daily;
 Prepares daily/Weekly/Monthly/Quarterly report on major findings as case may be and submit
report to the Branch Control Manager;
 Measures service levels against customer expectation and Bank standard by reviewing customer
complaints registration book;
 Checks and monitors financial and non-financial transactions as soon as transactions are
completed;
 Performs daily ticket filing (source document);
 Conducts surprise check on officers’ cash box at any time;
I.1. Leadership Competency: NA Accounting or other business related field with
I.2. Organizational Value Competency at Proficiency 4 years of Banking experience of which 1 year
of Intermediate Level at Job Grade 9 in Banking operation job family.
 Integrity,
 Empowerment,
 Teamwork,
Sales (Novice Level), Temenos Core Banking Application
(Intermediate Level), Financial Accounting (Novice
Money Laundering Laws (Novice Level), Quality
Assurance (Intermediate Level), Audit follow-up
(Intermediate Level), Problem Identification and Solution
Level), Archives Management (Intermediate Level),
Internal Control (Intermediate Level).
VI. Approvals:
Name:_______________________________________Signature:______________Date: ____________

Name:_______________________________________Signature:______________Date: ____________
3.23. የገንዘብ ቤት ተላላኪ /Cash Office Service Attendant/
I. የስራው ዝርዝር/መግለጫ/:
የስራ መደብ መጠሪያ/Job Title: የገንዘብ ቤት ተላላኪ /Cash Organizational relationships:
Office Service Attendant/
የስራው ኮድ/Job Code:(To be filled by HR) ተጠሪነት/Report Directly To: ለክፍላቸው ስራ አስኪያጅ
መምሪያ/Division: የሚያዛቸው ሰራተኞች/Supervises: የለም
/ Department: የቅጥር ሁኔታ/Type of Employment: ቋሚ/Permanent
የስራ መደቡ ደረጃ/Job Grade: 5 የስራው ቤተሰብ/Job Family: ሰፖርት ሰርቪስ
የስራ ክፍል/Unit: የስራው ምድብ/Job Category: የአገልግሎት ሰራተኛ
II. የስራው ዓላማ/Job Objective: በኢትዮጵያ ንግድ ባንክ ስር በሚገኙ ቅርንጫፎች ገንዘብ ቤት ውስጥ ለደንበኞች የተቀላጠፈ
አገልግሎት ለመስጠትና ስራውን በተቀላጠፈ መልኩ መስራት ነው፡፡
III. የስራው ዝርዝር/ Key Job Duties and Responsibilities:
 በገንዘብ ቤት በመገኘት ከደንበኞች እንዲቆጠርላቸው ይዘው የሚያመጡትን ገንዘብ እንዲቆጥሩ በመመሪያው የተፈቀደላቸው
የገንዘብ አይነት መቁጠር በብሪክ ማሰርና ማሸግ፣
 የተቆጠሩ የገንዘብ ኖቶችን በብሪክ ማሰር ማሸግና በእሽጉ ላይ ፊርማ፡ ማህተምና ታግ መኖሩን ማረጋገጥ፣
 በመቶ በመቶ የታሸጉ ኖቶችን በአስር በአስር እሽጉን ማሰር፣
 የብርና የሳንቲም ሳጥኖችን መክፈት፡ ብር ከቮልት ማውጣትና ማስገባት ለቅርንጫፎች የሚላከውን ገንዘብ በጆንያ (በማዳበሪያ)
አስገብቶ መጫን ከቅርንጫፍ የሚመጣውን ገንዘብ ከመኪና አውርዶ ጠረጴዛ ላይ መደርደር እና በቮልት ውስጥ በየአይነታቸው
በየኬጃቸው መደርደር፣
 ከደንበኛ መኮንኖች የሚላከውን ገንዘብ ከሲኒየር ከስተመር ሰርቪስ ኦፊሰር ካሽ ተቀብሎ በየብሩ አይነትና ሳንቲሞች መቁጠርና
በየመደቡ ማሸግ፣
 የተቀዳዱ፣ ያረጁ ብሮች መለየትና ማሸግ፣
 ከገንዘብ ቤት በመስኮት ሆነው ደንበኞችን ወደ ሚያስተናግዱት ሰራተኞች ገንዘብ መስጠት፣
 ከሲኒየር ከስተመር ሰርቪስ ኦፊሰር ካሽ በሚያዛቸው መስረት የውጪ ምንዛሪዎችን በአግባቡ ማወቅና በየአይነታቸው ማሰር፣
 ከካሽ ቮልት ወደ ቢሮ/ቆጠራ ቦታ መውሰድና ከተቆጠረ በኋላ ወደ ቮልት ማስገባት፣
 ከሀላፊ የሚሰጡ ተጨማሪ ስራዎችን መስራት፡፡
IV. የስራ አፈፃፀም መለኪያዎች/Key Performance Indicators: Strategic and operational efficiency and effectiveness
such as:
 የተሰጠውን ስራ በተቀመጠው የጊዜ ገደብ ውስጥ መሰራቱ፣
 የተሰጠውን ስራ በጥራት መሰራቱ፣
 የተሰራው ስራ ብዛት፡፡
V. ተፈላጊ ችሎታና የትምህርት ዝግጅት/Summary of Key 2 የትምህርት ደረጃና የስራ ልምድ/Educational and
Competency, Educational and Professional Professional requirements:
Requirements: 10 ኛ ክፍል ያጠናቀቀ/ች/ እና አንድ ዓመት የስራ ልምድ
1. ተፈላጊ ችሎታ/Summary of Key Competency ያለው/ያላት/
requirements
1.1 የአመራር ችሎታ/Leadership Competency: NA
1.2 የድርጅታዊ እሴቶች/Organizational Value
Competency at Proficiency of Novice Level.
 ተቋማዊ ኃላፊነት/ Corporate Citizenship
 ብዝሃነትን/ልዩነትን/ስብጥርን ማክበር/Respect for
Diversity
 የቡድን ስራ/ Teamwork
 የሚማር ድርጅት/ Innovative Organization
 ማጎልበት/Empowerment
 ሙያዊነት/Professionalism
 የላቀ አገልግሎት/Service Excellence
 ሐቀኝነት/ Integrity.
1.3 የሙያ ችሎታ/Technical Competency
VI. መፅደቅ/Approvals:
የፀደቀበት ቀን/Date Approved: Designation
ስም/ Name :__________________________ ፊርማ/Signature:______________

ቀን/Date::______________
VII. የሰራተኛው እውቅና/Statement/Employee Acknowledgement/
እኔ/I__________________ ከላይ የተገለፀውን የስራ መዘርዝር አንብቤ ተረድቻለሁ፡፡ ከዚህም በላይ ይህ መዘርዝር ስራው
የሚጠይቀውን ተግባራት ሁሉ ሊተነትን ስለማይችል በማንኛውም ጊዜ አስፈላጊ የተባለ ሁሉ ተያያዥ ተግባራትን ለማከናወን ሀላፊነት
የወሰድኩ መሆኔን አረጋግጣለሁ፡፡
ስም፡ ____________________________________ፊርማ:______________ ቀን:______________

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Contents

3. Grade III Branch.......................................................................3

3.1 Branch Manager Grade III..............................................................3

3.2. Branch Business Manager...........................................................8

3.3. Customer Service Manager-Sales..............................................13

3.4. Customer Service Manager-Service...........................................17

3.5. Senior Branch Banking Officer-Sales..........................................21

3.6. Senior Branch Banking Officer-Service.......................................25

3.7. Branch Banking Officer-sales.....................................................28

3.8. Branch Banking Officer-Service.................................................32

3.9. Retail Customer Relationship Manager.....................................35

3.10. Wholesale Customer Relationship Manager...........................38

3.11. IFB Customer Relationship Manager.......................................41

3.12. Digital Channel Officer............................................................44

3.13. Junior Officer II (Sales)............................................................47

3.14. Junior Officer I (Sales).............................................................49

3.15. Bank Trainee..........................................................................51

3.16. Branch Operation Manager....................................................53

3.17. Senior Branch Banking Officer-Operation...............................57

3.19. Junior Officer II (Front)...........................................................63

3.20. Junior Officer I (Front)............................................................65

3.21. Branch Control Manager........................................................67

3.22. Branch Controller...................................................................71

3.23. የገንዘብ ቤት ተላላኪ /Cash Office Service Attendant/....................74

 Drive for Result, respectively of which 2 years at Job Grade 13

 Empowers others through delegation, in Banking Operation Job Family

 Drive for Result, of which 2 years at Job Grade 12 in Banking

 Empowers others through delegation, Operation Job Family.

 Drive for Result, field; with 5/7 years of Banking

 Empowers others through delegation, experience of which 1 year at Job Grade

VII. Statement/Employee Acknowledgment/

3.5. Senior Branch Banking Officer-Sales

VII. Statement/Employee Acknowledgment/

VII. Statement/Employee Acknowledgment/

V. Summary of Key Competency, Educational and

VII. Statement/Employee Acknowledgment/

3.14. Junior Officer I (Sales)

VII. Statement/Employee Acknowledgment/

V. Summary of Key Competency, Educational and 1. Educational and Professional

VII. Statement/Employee Acknowledgment/

VII. Statement/Employee Acknowledgment/

3.21. Branch Control Manager

 Drive for Result, year at Job Grade 12 in Banking Operation Job

 Empowers others through delegation, Family.

VII. Statement/Employee Acknowledgment/

VII. Statement/Employee Acknowledgment/

ስም/ Name :__________________________ ፊርማ/Signature:______________

ስም፡ ____________________________________ፊርማ:______________ ቀን:______________

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ስም/ Name :____________ ፊርማ/Signature:

ስም፡ ____________________ፊርማ: ቀን: