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Branch Supervisor
Key Roles and Responsibilities:
Business Development
- Mapping and scoping the business opportunity within the Sacco environs, including profiling the business activities within the locality of the Sacco to identify potential business opportunities
- Packaging the right customer proposition in liaison with marketing & business development manager and other segment Heads
- Building understanding of the dynamics of the business community in the locality of the sacco as well as effective networks for business mobilization
- Compilation of a pipeline call list of potential customers to join the Sacco
- Customer calls to set up meetings with the potential customers with a view to establishing new sales opportunities for holistic solutions to the customers
- Ensure timely loan appraisals within set time limits and communicating feedback to members within acceptable timelines.
- Ensure timely and effective loan approval process within set limits, by presenting appraised loans for approval and approving the same in the system.
- Ensure timely and accurate disbursement of approved loans
- Ensure all loans forms processed, rejected, and deferred are kept safely and in member files
- In Liaison with the Credit team in the HQ, monitor all collaterals used as for loans and ensure they are adequate and well updated.
- Ensure effective communication and advise to members on loan matters/queries.
Operations
- Manage operational activities at the branch including resourcefulness of the staff
- Reconciliations of all branch accounts.
- Produce reports of monthly branch operations
- Ensure Processing of internal and external standing orders are properly done
- Through the FOSA Manager, make cash requisition from the bank as per demands and previous trends
- Verify the accuracy of the treasury cash movement throughout the Sacco
- Ensuring proper daily updating of the treasury register
- Ensure proper Handling of members’ enquiries and issues at the branch
- Champion loan recovery activities to ensure the branch meets its loan recoveries objectives in liaison with the Sacco Recoveries officer
Qualifications
- Bachelor’s degree in a business-related course.(Banking/Commerce/Finance/Accounting, etc)
- Membership in a professional body is desirable.
- A minimum of 5 years of working experience in a financial institution (3 years must be at supervisory or management level).
- Sound knowledge of Banking and Sacco laws and regulations.
Essential Skills and Key Attributes
- A person of integrity, a team player with effective communication skills.
- Strategic thinker with good commercial judgment and the ability to identify economic opportunities in changing environments and capitalize on them.
- Sound judgment and decision-making ability on lending across all sectors.
- Conversant with current trends in consumer banking with a strong commercial orientation.
- Customer-focused – striking a solid balance between external and internal customer orientation.
- Excellent leadership, interpersonal, and team management skills.
Functional Skills:
- Checking things
- Adopting practical approaches
- Meeting timescales
- Managing tasks
- Attention to details
Behavioural Competencies/Attributes:
- Upholding standards
- Interacting with people
- Team working
- Practice integrity and objectivity
- Inviting feedback
Customer Service Officer
Key Roles and Responsibilities:
- Receive customer requests, attend to daily member complaints, escalate complaints, and follow-ups, and ensure prompt feedback is given and action is taken.
- Actively listens to members, and maintains a friendly, positive, professional attitude.
- Resolves difficult situations using the HEAL guidelines of Hearing out the member, Easing the tension, acting to improve the situation, and Leaving a positive impression.
- Handle difficult member situations with creativity, tact and diplomacy.
- Serve as mediator between members and the Sacco in case of disputes which may arise in the course of business transactions to ensure that the interests of both parties are dully protected.
- Information gathering from members on products and service needs/ requirements.
- Make use of proven business techniques in the identification of lapses and loop holes in the Sacco’s member experiences at the branch and recommend better strategies that will yield better results.
- Participate in the review and implementation of customer experience policies and standards.
- Marketing of SACCO products and services to prospective members.
- Registration of new Sacco members in the system.
- Inform members of their account balances and ensure members understand their statements.
- Update details of members account e.g. Signatures, photos, contact, ATM cards, account opening etc.
- Process complex transactions such as changing account opening, ownership and related static member data and liaising with other relevant Sacco departments on the same.
- Filing of SACCO forms and members records, custodian of the registry.
- Offer financial advisory to members by educating them on credit and savings.
- Follow-up on dormant accounts for activation.
- Support the branch manager in Sacco lobby/banking hall management.
- Send monthly reports to the Customer Experience Manager on all customer related issues from the branch
- Perform such other duties as he may be directed from time to time.
Qualifications
- Bachelor’s degree in a business-related course. (Banking/Commerce/Finance/Accounting, etc)
- Membership in a professional body is desirable.
- A minimum of 3 years of working experience in a financial institution (2 years must be at supervisory or management level).
- Sound knowledge of Banking and Sacco laws and regulations.
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Essential Skills and Key Attributes
- A person of integrity, a team player with effective communication skills.
- Strategic thinker with good commercial judgment and the ability to identify economic opportunities in changing environments and capitalize on them.
- Sound judgment and decision-making ability on lending across all sectors.
- Conversant with current trends in consumer banking with a strong commercial orientation.
- Customer-focused – striking a solid balance between external and internal customer orientation.
- Excellent leadership, interpersonal, and team management skills.
Functional Skills:
- Checking things
- Adopting practical approaches
- Meeting timescales
- Managing tasks
- Attention to details
Behavioural Competencies/Attributes:
- Upholding standards
- Interacting with people
- Team working
- Practice integrity and objectivity
- Inviting feedback
Method of Application
We are an equal opportunity employer and value diversity in our organization, all interested applicants should send their applications together with a detailed Cover letter and CV to recruitment@shininghopeforcommunities.org with a clear subject line. Female candidates are highly encouraged to apply. Only shortlisted candidates will be contacted. Applications should reach us no later than 31st July 2024.