Sidian Bank Operations Manager – Murang’a County Jobs in Kenya
Job Purpose
The job holder will be responsible for supporting the Branch Manager to deliver best in class customer service to customers to maximize relationship building through managing the Service Delivery function (Customer Service and Cashiering) in the branch to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and continuous improvement in operational efficiency.
Key Responsibilities
Branch controls, processes and procedures custodian:
Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Sidian Bank policies.
Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
Ensure the branch is opened & closed as per the approved timelines & Operations staff to be ready to serve customers with all the necessary tools and systems.
Maintain branch cleanliness and tidiness as per the Sidian Bank standards.
Ensure that the Sidian Bank’s Policies are adhered to at all times when handling different products.
Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is observed at all times.
Ensure all relevant units are coordinated at all times to maintain efficient banking services to customers.
Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
Ensure that relevant approvals for all transactions are sought at all times as guided by policies.
Branch Cash Management
Complies with CBK guidelines on large cash transactions.
Ensures that cash is promptly repatriated to the vault at intra day and end of day.
Provides and records cash services to customers by receiving cash/cheque deposits and loan payments, withdrawals, MPESA, money transfer and other teller transactions.
Business Growth & Development
Together with the Branch Manager, create ownership of the branch strategy and targets. Agree branch business plans/ strategies and business goals for the branch aligned to the bank’s overall growth strategy.
Act as a champion to grow the branch service fees and commissions, channel fees and commissions and bancassurance fees and commissions.
Actively promote to all customers the uptake and utilization of all bank channels.
Promote lower deposits rates so as to support the Branch Manager manage the branch cost of funds.
Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the ruling tariff.
Ensure branch performance reports are timely & accurate.
Meet the set targets on new opened accounts and average funding balances.
Lead the branch operations team in supporting the branch to achieve its customer retention objectives, acquisition and growth goals. Support will include: achieving personal sales goals for all products as outlined in the targets as well as participating and leading branch sales promotions.
Active management of the non-RM managed accounts.
Customer Experience:
Ensure cash transactions, customer queries, requests or complaints are handled within the defined Service Level Agreements (SLAs) and Turn Around Time.
Endeavors to increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques through telesales.
Maintains a complete understanding of all products and services offered via Sidian distribution channels, with knowledge sufficient to discuss product attributes fully and confidently.
Calls new and existing customers to cross sell and upsell bank products.
Contributes to the efficient operation of the branch through the accurate and timely processing of all transactions and account maintenance, including customer instructions, account information requests, account instruments etc.
Leadership & People Management:
With the support of the HR Business Partner, the Branch Manager and Operations Manager have the ultimate responsibility for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
Contributes to the flow of staff communications, by conducting regular staff meetings – morning huddles and weekly progress meetings.
Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans.
Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients.
Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement and improve performance.
Risk & Compliance
Act as the Risk management and compliance champion at the branch, responsible for compliance in the branch and ensuring that there are no repeat audit/risk findings.
Submit accurate and up-to-date Operational risk and control self-assessments (RCSA/ ORSA) on time.
To ensure implementation and compliance with operational policies and procedures.
Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Ensure that all customers onboarded to the bank meet the minimum criteria and are screened adequately considering the Bank’s AML/CFT/CPF guidelines.
Continuously monitor customer transactions in the context of their profile, properly document the background and purpose of all complex, unusual, large transactions, and all unusual patterns of transactions, which have no apparent economic or visible lawful purpose.
Ensure that customer accounts are suitable for purpose e.g. avoid opening children’s accounts for normal day to day transactions as opposed to opening a current account.
Prior to Customer on boarding, ensure that a potential client has been screened, account opening form is duly completed and all required documentation as per the account opening policy obtained.
Ensure that verification is done as to the identity of the customer, documentation used to open an account, and conducted transactions during the customer journey.
Identify any high-risk accounts such as Politically Exposed Persons (PEP) at point of account opening and at execution of transaction continuously, given the dynamic nature of such high-risk accounts. Forward the details of such high-risk customer(s) and any PEP/PEP Related persons noted to senior management for approval. Ensure that such accounts have all the requisite documents such as updated annual EDDs, are marked as high risk in the system and the reason for high risk rating properly indicated.
Ensure that UBO information is obtained and captured in AODs and core banking at point of account onboarding and throughout the customer journey.
Academic Background
University degree or above in a relevant business discipline e.g. business administration or finance.
Master degree will be an added advantage.
Work Experience
Minimum 6 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, 3 of which should be at a management level; 2 within a branch operations role and at least two 2 within customer service role.
Skills & Competencies
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Knowledge of relevant products and services.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Professional Certification
Diploma in Banking – AKIB (added advantage)
How to Apply
For more information and job application details, see; Sidian Bank Operations Manager – Murang’a County Jobs in Kenya
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