Managerial Jobs, Jobs in Kenya, Mid Level Jobs,
Branch Operations Manager
Purpose
The job holder is responsible for the overall management of the Branch operations to achieve and maintain good customer relations, operational efficiency and compliance with operational guidelines and procedures.
Primary Responsibilities
- Conduct daily, weekly and monthly review of operations reports to ensure exceptions are acted upon or escalated within acceptable time frames.
- Approve new accounts in line with KYC procedures.
- Ensure correct and accurate completion of all customer instructions and approve them for processing at central operations.
- Manage operational risk and ensuring compliance with controls.
- Implement audit recommendations pertaining to all the departments under the Branch operation’s jurisdiction.
- Review and/or monitor transactions i.e. withdrawals, deposits, transfers and ensuring that any money laundering and fraudulent activities are identified.
- Proactively monitor accounts to avoid excesses and reviewing overdrawn savings accounts and non-borrowing current accounts, in addition to following up with customers as per the prescribed procedure guidelines.
- Review Inter Branch transactions report and ensure that the entries initiated by other Branches are bona fide and all outstanding items are reconciled and applied accordingly.
- Review suspense GL Accounts; Holdover and Transit GL accounts on a regular basis to ensure that entry items are reversed within acceptable time frames.
- Ensure availability of all service delivery channels to ensure customers are kept fully attended to and that expectations are met.
- Supervise front office and Back-office operations to ensure quick turnaround time on service delivery.
- Manage efficient, timely and accurate processing of customer enquiries and complaints.
- Cross-sell the Bank’s products and services.
- Ensure general maintenance of equipment and furniture at Branch level.
Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution.
- At least 5 years relevant experience.
- CPA (K), ACCA or its equivalent.
- Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
- Excellent communication and interpersonal skills.
- Excellent problem solving and decision-making skills.
- Excellent change management and people management skills.
Cash Officer
Job Purpose
The role is responsible for managing and supervising Branch cash services to ensure that customers get the best in terms of service delivery in accordance with the Bank’s policy, procedures and guidelines.
Primary Responsibilities
- Ensuring that the Branch maintains optimum level of cash in liaison with the Central Cash department.
- Ensuring safe custody of cash and serialized stationery
- Reconciling cash at the end of the day through a physical cash count and monitoring the intra-day cash limits for the tellers
- Custodian of vault keys
- Management of vault cash limits
- Loading of ATM, m Responding to cash related queries
- Queue management and monitoring activities in the Banking Hall through the CCTV
- Verification teller entries within entries
- Supervision of daily call back & archiving and monitoring to ensure sufficient cash & working optimally.
- Retrieving cash and cheque deposits from the ATM
Person Specifications
Academic Qualifications
- Bachelor’s Degree in Business, Banking or related field.
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Work Experience.
- At least one (1) year relevant experience in a similar role in a similar sized organization.
Skills & Attributes
- Planning & Organizational skills
- Analytical skills and attention to detail
- Strong oral and written communication skills
- Interpersonal skills to manage stakeholders at all levels
- Ethics and integrity
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals.
Customer Service Officer
Purpose
The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention.
Primary Responsibilities
- Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications.
- Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
- Ensuring the completion of all Account opening Documentation and following up on deficiencies
- Facilitating customers’ access to lockers
- Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales
- Responding to all written and oral complaints and enquiries received from customers
- Handling of internal mail
- Cross-selling the Bank’s range of products and services to existing and new customers and acquire new active accounts/Business.
- Ordering of cheque books and cards as per customer specification.
- Safe custody and management of Cards and cheque books
- Collection of All service charges as per bank tariff to ensure Nil income leakage.
Person Specifications
Academic Qualifications
- Bachelor’s Degree in Business, Banking or related field.
Work Experience
- At least one (1) year relevant experience in a similar role in a similar sized organization
Skills & Attributes
- Planning & Organizational skills.
- Analytical skills and attention to detail.
- Strong oral and written communication skills.
- Interpersonal skills to manage stakeholders at all levels.
- Ethics and integrity
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals.
Teller
Purpose
The position is responsible for processing cash receipts, cash payments, cheque receipts and VAT payments as well as prepaid and multi-currency cards, credit cards and in-house cheques accurately to achieve good customer service, quick transaction turnaround time while offering the best service, mitigating the risks such as cash shortages and adhering to standard operating procedures
Primary Responsibilities
- Process customer transactions.
- Process in-house cheques.
- Receive outward cheques, VAT and PAYE payments.
- Process card payments such as Prepaid, Multi-currency and Narada Card
- Carry out daily call backs and filing;
- Cross- sell the Bank’s products.
- Handle customer enquiries.
- Balance cash daily in the till with the system and observe intra – day and end of day cash limits.
Person Specifications
Academic Qualifications
- Bachelor’s degree in a Business related course from a recognized institution.
- Part completion of CPA (K), ACCA or its equivalent.
Work Experience.
- At least one year relevant experience.
Skills & Attributes
- Excellent communication and interpersonal skills.
- Strong planning and organization skills.
- Ability to work within a team.
Back Office Officer
Job Purpose
The role entails processing of remittances, clearing and all other customer instructions in a timely and efficient manner in line with laid down procedures to offer best service experience.
Primary Responsibilities
- Carefully vet and process cheques, ensuring accuracy and completeness.
- Scan and correct cheques, notify stakeholders of in-house cheque statuses.
- Reconcile outward cheques, ensuring accuracy against reports.
- Confirm rates with treasury as needed before processing.
- Accurately process DMS instructions within SLA, minimizing errors.
- Accurately process salaries and EFTs, reconciling accounts.
- Manage standing orders and remittances on time.
- Handle direct debit payments efficiently.
- Timely and accurate processing of internal transfers
- Address customer calls, queries, and complaints efficiently, resolving issues and promoting cross-selling initiatives.
Person Specifications
Academic Qualifications
- Bachelor’s Degree in Business, Banking or related field.
Work Experience.
- At least one (1) year relevant experience in a similar role in a similar sized organization.
Skills & Attributes
- Planning & Organizational skills
- Analytical skills and attention to detail
- Strong oral and written communication skills
- Interpersonal skills to manage stakeholders at all levels
- Ethics and integrity
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals
Branch Manager
Purpose
The role is responsible for effectively growing the portfolio by working on strategies to acquire new customers, retain and expand through cross selling the relationship with existing customers. Performance indicators include growth in loan assets, total deposits, Total Net Revenue, CASA, Management of asset quality, New to Bank revenue, nil operational loses and enhanced customer satisfaction / experience.
Primary Responsibilities
- Market new business in both assets and liabilities for the branch.
- Market alternative products such as credit cards, prepaid cards, Internet banking, mobile banking etc. as well as Bancassurance products.
- Monitor accounts and follow up for repayments and remedial action where accounts may become delinquent.
- Initiate the process of securities perfection, obtaining necessary documents, initial vetting of document, and process follow through to ensure securities are perfected in a timely manner.
- Review credit applications, daily overrides and call reports and make appropriate recommendations to the approving authorities.
- Process ad-hoc/additional/new requests/complaints/excesses and obtaining approvals where/when required.
- Provide feedback to customers in reply to their requests and requirements in a timely manner.
- Follow up with customers to ensure compliance with sanctioned terms and conditions with respect to account operations and provision of all requisite documents and covenants.
- Comply with audit observations and initiate necessary action and follow up with clients.
- Provide feedback to Senior Management on customer requirements/ market trends/product development to suit the needs of the customers.
- Ensure quality service delivery within prescribed TATs to ensure customer satisfaction and business retention or growth.
- Mentor and manage the entire Branch team.
- Approve large RTGS, TT, Fixed deposit initiations as required.
- Provide oversight of Branch operations duties and actions.
Person Specifications
- Master’s degree in Business Administration or its equivalent from a recognized institution will be an added advantage.
- Bachelor’s degree in Commerce, Management or Accounting from a recognized institution.
Work Experience
- At least 5 years relevant experience.
Professional Qualifications
- Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
Generic competencies
- Excellent communication and interpersonal skills.
- Strong people management skills.
- Excellent problem solving and decision-making skills.