Latest Recruitment at Sidian Bank

Customer Care jobs, Banking jobs, Sales and Marketing jobs, Business Development jobs,

Service Delivery Officer

JOB PURPOSE

The purpose of the role is to support the Service Delivery Manager to deliver best in class customer service to customers to maximize relationship building through accurate and timely processing of transactions, the provision of quality customer service and the promotion of Sidian Bank products, services and channels so as to achieve the bank strategy.

KEY RESPONSIBILITIES AND ACTIVITIES

Sales & Customer Service:

• Ensure customer queries, requests or complaints are handled within the defined Service Level Agreements (SLAs) and Turn Around Time.
• Maintains a complete understanding of all products and services offered via Sidian distribution channels, with knowledge enough to discuss product attributes fully and confidently.
• Calls new and existing customer 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.
• Influencing customer’s decision making so that they transfer their ‘main bank’ transactional banking to Sidian and utilize Sidian range of non-term deposit products, which assists the branch meet its funding margin objective.
• Contributes to the promotion of the branch by preparing displays, coordinating and distributing promotional materials and organizing functions.
• Develops and maintains relationships with new and existing clients to capitalize on opportunities to cross-sell Sidian products and services to existing and potential clients.
• Responsible for making referrals to Relationship Officers and Bancassurance for uptake and utilization of bank products, services and channels.
• Responsible for ensuring that all accounts opened in the branch are signed up to at least one digital channel.
• Ensure that customer tools are stored safely and are delivered to the customer as per the set SLA.

Operations:

• Opens new accounts, completes associated documentation and loads into the banking system as per Sidian policy and procedures and contributes to the operation of the branch by maintaining a filing system and updating and monitoring client records.
• always Ensures up-to-date information for all branch customers .
• Ensures the accurate and timely processing and delivery of all certificates, account information, and statements to clients.
• Contributes to the flow of communication within the team, by actively participating in staff meetings.
• Provides information and reports as requested.
• Ensure proper documentation and filing is done for all transactions.

Risk and Compliance:

• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• 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.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• To transact or refer customer request.
• Limited scope for decision making as the role is extensively guided by policy and guidelines.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

No experience requirement.

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 REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K) is an added advantage.

Operations Manager

JOB PURPOSE

The purpose of the role is to support 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 Tellering) 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 AND ACTIVITIES

• Overall responsibility for management of branch cash.
• Customer service management.
• Branch compliance audit and control of operational losses.
• Human resource management at the branch level.
• Business continuity, administration, branch controls and physical security maintenance of the branch.
• Financial controls at the branch managing the overall branch cash.
• Reconciles cash till by proving cash transactions, counting and packaging notes and coins, reconciling other transactions, turning in excess cash and mutilated currency to officer, cash operations and maintaining supply of cash and currency at till.
• Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, assisting in certification of proof of funds by customer.
• Maintains customer confidence and protects bank operations by keeping information confidential.

Sales & Customer Service:

• Ensure cash transactions, customer queries, requests or complaints are handled within the definedService 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 tele sales.
• 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 customer 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.
• Influencing customer’s decision making so that they transfer their ‘main bank’ transactional banking to Sidian and utilize Sidian range of non-term deposit products, which assists the branch meet its funding margin objective.
• Contributes to the promotion of the branch by preparing displays, coordinating and distributing promotional materials and organizing functions.
• Develops and maintains relationships with new and existing clients to capitalize on opportunities to cross-sell Sidian products and services to existing and potential clients.
• Responsible for making referrals to Relationship Officers and Bancassurance for uptake and utilization of bank products, services and channels.
• Responsible for ensuring that all accounts opened in the branch are signed up to at least one digital channel.
• Ensure that customer tools are stored safely and are delivered to the customer as per the set SLA.

Operations:

• Opens new accounts, completes associated documentation and supervises in the banking system as per Sidian policy and procedures and contributes to the operation of the branch by maintaining a filing system and updating and monitoring client records.
• Ensures up-to-date information for all branch customers at all times.
• Ensures the accurate and timely processing and delivery of all certificates, account information, and statements to clients.
• Contributes to the flow of communication within the team, by actively participating in staff meetings.
• Provides information and reports as requested.
• Ensure proper documentation and filing is done for all transactions.

Risk and Compliance:

• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• 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.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• To authorize/approve customer’s request.
• Limited scope for decision making as the role is extensively guided by policy and guidelines.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

• At least 4 years in banking operations, of which 2 years should be at a supervisory level.

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/ACCA/CPA (K) is an added advantage.

Relationship Officer

JOB PURPOSE

Responsible for the effective management, control and marketing of the Banks Product portfolio within the branch, in line with the Bank’s policy, to ensure growth of the balance sheet and revenue.

KEY RESPONSIBILITIES AND ACTIVITIES

Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Prepares a personal action plan that contributes to the overall branch budget.

Sales & Business Development:

• Full responsibility for all product lines and all sales and business development.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the branch remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a focused relationship management approach, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Actively market and develop the banking products to existing and prospective clients to grow the wallet share.
• Continuously conduct market research and competitor analysis to identify new business opportunities.
• Manage relationships of key accounts while tapping on their share wallet through cross selling and upselling.
• Business development through recruiting new key accounts while harnessing their value chains.
• Maintain a comprehensive understanding of the customers’ business plans, financial projections and support requirements.

Strategic Marketing:

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Support product specialists and the sales teams in marketing of initiatives and other products to local businesses.

Strategic customer experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• 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.
• Monitor and ensure compliance of facility covenants to ensure performance and profitability.
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy
• Portfolio management as per policy
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy
• KYC compliance as per policy

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

At least 3 years’ experience in retail banking and/or commercial banking including a minimum of 1 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K)

Relationship Manager

JOB PURPOSE

Responsible for the effective management, control and marketing of the Banks Product portfolio within the branch, in line with the Bank’s policy, to ensure growth of the balance sheet and revenue.

KEY RESPONSIBILITIES AND ACTIVITIES

Strategic input and planning:

• Contributes to the completion of the branch operational plan by preparing and implementing an individual business plan that encompasses strategies for performance on branch growth objectives.
• Prepares a personal action plan that contributes to the overall branch budget.

Sales & Business Development:

• Full responsibility for all product lines and all sales and business development.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the branch remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a focused relationship management approach, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Actively market and develop the banking products to existing and prospective clients to grow the wallet share.
• Continuously conduct market research and competitor analysis to identify new business opportunities.
• Manage relationships of key accounts while tapping on their share wallet through cross selling and upselling.
• Business development through recruiting new key accounts while harnessing their value chains.
• Maintain a comprehensive understanding of the customers’ business plans, financial projections and support requirements.

Strategic Marketing

• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Support product specialists and the sales teams in marketing of initiatives and other products to local businesses.

Strategic customer experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Branch Operations:

• Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.

Compliance:

• Contributes to the flow of staff communications, by attending regular staff meetings – morning huddles and weekly progress meetings.
• 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.
• Monitor and ensure compliance of facility covenants to ensure performance and profitability.
• Provide regular call reports for all facilities to enhance our Monitoring & Evaluation.
• Monitor service delivery to bank customers to ensure high levels of efficiency and effectiveness.
• Ensure compliance with both internal and external regulatory requirements.
• Work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• Ensure implementation and compliance with operational policies and procedures, AML/CFT Policies.
• Compliance to the Environmental Social Management (ESM) policy and procedure in day to day business.

DECISION MAKING AUTHORITY

• Customer onboarding as per policy
• Portfolio management as per policy
• Credit appraisal and debt monitoring for accounts in PAR or NPL as per policy
• KYC compliance as per policy

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

At least 6 years’ experience in retail banking and/or commercial banking including a minimum of 3 years sales experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K)

Branch Manager

JOB PURPOSE

Ensuring overall Branch Management, staff management, business growth and development, operational excellence. This role also develops and implements business strategies to deliver performance and growth targets as well as maintain good business environment.

KEY RESPONSIBILITIES AND ACTIVITIES

Strategic input and planning:

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.
• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.

Sales & Business Development:

• Full responsibility for all product lines and all sales and business development for entire branch business.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop and implement a branch turnaround strategy to ensure that at least the branch is profitable.
• Develop a focused relationship management system, which increases the branch ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance the appropriate controls and monitoring mechanisms for the development of a high-quality lending.
• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Ensuring compliance to the Environmental Social Management (ESM) policy and procedure in day to day branch business.

Strategic Marketing:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of initiatives and other products to local businesses.

Strategic customer experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

Branch Operations:

• Ensures operations meet legislative and Sidian Bank policy requirements, including health and safety requirements, by monitoring systems, procedures and workflows, and implementing corrective action.
• Responsible for all security procedures within the branch including opening procedures, camera surveillance and maintenance, video monitoring, robbery and fire drill procedures.
• Ensures adequate cash levels to support operations.
• Ensures branch staff are adequately trained in KYC and AML and are adhering to the prudential guidelines.

Leadership & People Management:

• With the support of Human Resources, is responsible for the Human Resource Management of the branch staff and consults with HR on clarity and interpretation of the HR policy.
• Contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures.
• Responsible for identifying and developing career path opportunities for staff.
• Contributes to the development of staff by assisting with the interpretation and implementation of operational policies and procedures.
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• 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.

DECISION MAKING AUTHORITY

• Approval on lending discretion as per lending policy.
• Approval of new accounts opened in the branch.
• Approval of exceptional requests with respect to KYC on account opening.
• Approval on costs within set budgets e.g. taxi expenses, facilities maintenance, petty cash spend etc.
• Approval to spend on customer recovery within budgeted limit.
• Making decisions on referrals for accounts under their codes.
• Discretion on resource allocation within the branches under approved headcount for optimum productivity.

ACADEMIC BACKGROUND

University degree or above in a relevant business discipline e.g. business administration or finance.

WORK EXPERIENCE

At least 10 years’ experience in retail banking and/or commercial banking including a minimum of 5 years proven and progressive management experience.

SKILLS & COMPETENCIES

• Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
• Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
• Strong leadership, marketing, sales and management skills.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Diploma in Banking – AKIB/ACCA/CPA (K)

APPLY HERE