Banking Jobs, Finance, Accounting, Audit, Customer Care,
Branch Manager- Multiple Branches
Primary Responsibilities:
- Market for new business with existing and potential clients in both assets and liabilities for the branch.
- Monitoring accounts and following up for repayments and remedial action where accounts may become delinquent.
- Ensure securities are perfected in a timely manner.
- Set targets for the Branch teams and monitor performance to ensure the Branch achieves its overall business targets.
- Review credit applications and call reports prepared by the Relationship Officer and make appropriate recommendations to the approving authorities.
- Review the daily overrides report as well as over the counter payments and make appropriate decisions or recommendations.
- 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 initiating necessary action and follow up with clients.
- Educate and create awareness for the client on new products, Banking regulations, requirements and industry trends.
- 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 and Fixed deposit initiations as required.
- Oversight of Branch operations duties and actions.
Person Specifications
- At least 5 years’ relevant experience.
- Bachelor’s degree in Commerce, Management or Accounting from a recognized institution
- Master’s degree in Business Administration or its equivalent from a recognized institution will be an added advantage; and
- Chartered Institute of Marketing diploma (CIM)
- Member of Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.
- Ability to write complex letters, comprehensive reports and to perform complex calculations.
- Excellent communication and interpersonal skills;
- Strong people management skills;
Cash Officer- Multiple Branches
Primary Responsibilities:
- Authorize teller vouchers within authorized limits in the Core Banking System as they are being processed.
- Reconcile cash at the end of the day through a physical cash count and monitor intra-day cash limits for the tellers.
- Confirm instructions and cheque payments with clients and Branches.
- Authorize prepaid cards services such as refunds.
- Custodian of Debit and Credit card PIN mailers and ensuring there destruction when not collected.
- Monitor ATMs and loading cash as and when needed.
- Ensure safe custody of cash and serialized stationery.
- Liaise with Central Cash Management for cash requirement and repatriation.
- Retrieve cash and cheque deposits from the ATM.
- Work in liaison with the Branch Operations Manager for maintenance of all equipment in the Cash department.
- Conduct EOM reconciliations and statistics/Branch metrics.
- Respond to cash related queries.
- Monitor activities in the Banking hall through the CCTV.
- Coach, mentor and train Tellers.
- Engage in performance and leave management of Tellers.
- Cross sell the Bank’s products and services.
Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution
- Part completion of CPA (K), ACCA or its equivalent.
- At three years’ relevant experience.
- Excellent communication and interpersonal skills;
- Excellent planning and organization skills; and
- Good people management skills.
Customer Service Officer- Multiple Branches
Primary Responsibilities:
- Receive instructions transactions that require guidance such as giving SWIFT instructions, bankers cheque, fixed deposits, investment services instructions, T. Bill purchase.
- Release trade finance documents such as IMPLC,/FIBC documents and advise customers for collection.
- Custodian of PIN mailers and cards.
- Process STOP payment instructions.
- Prepare audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
- Print and issue various advices such as fixed deposit, credit and debit advices.
- Facilitate customers’ access to lockers.
- Prepare and submit monthly reports.
- Coordinate the complaint resolution process internally and communicating the resolution to customers.
- Attend to walk-in customers enquiries on account opening and products.
- Inform and cross-sell the Bank’s range of products and services to existing customers.
- Ensure the completion of all customer documentation.
- Review customer information entered in the system against customer instructions.
- Receive instructions on account opening and closing adhering to strict KYC guidelines.
- Order, issue and maintain cheque books and bankers cheques.
- Answer all written complaints and enquiries received from customers.
Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution.
- At least 1 year relevant experience.
- Excellent communication and interpersonal skills.
- Excellent problem solving and decision making skills.
- Strong marketing and networking skills.
Cashier- Multiple Branches
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
- Bachelor’s degree in a Business related course from a recognized institution.
- Part completion of CPA (K), ACCA or its equivalent.
- At least one year relevant experience.
- Excellent communication and interpersonal skills.
- Strong planning and organization skills.
- Ability to work within a team.
Officer, Back Office- Multiple Branches
Primary Responsibilities:
- Verify outward clearing items such as outward cheques, EFTs, salary transfers and uploads.
- Process outward SWIFT and RTGS Remittances.
- Verify inward clearing items such as inward cheques, direct debits and outward unpaid cheques.
- Verify and authorize in-house cheques in the system.
- Investigate and resolve customer inquiries regarding clearing items such as unpaid items, un-and reconciled items.
- Act as joint custodian of Branch vault and/or ATM;
- Mentor and coach teams.
- Conduct daily call backs.
- Reconcile the Branch suspense accounts and prepare weekly reports.
- Cross -sell the Bank’s retail products.
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Person Specifications
- Bachelor’s degree in a Business related field from a recognized institution.
- Part completion of CPA (K), ACCA or its equivalent.
- At least one to three years relevant experience.
- Excellent communication and interpersonal skills.
- Good people-management skills.
- Excellent planning and organization skills.
ICT Change Manager
Primary Responsibilities
- Plan, review and implement the change management process and ensure policy conformance.
- Chair all CAB and ECAB meetings in the absence of the CAB/ECAB chair person and ensure TCAB rules are adhered to.
- Ensure that Standard Changes are defined, and the list of standard changes are kept up to date.
- Ensure that approved changes are implemented in accordance with the approved change/release plan.
- Work with Project Managers and IT Production Support Team on the pipeline projects to ensure efficiency, and process adherence while transitioning to UAT or production.
- Analyze change records, develop monthly reports on the trends or problems to improve Change Management process (CSIP).
- Support Continuous Integration , continuous Development (CI/CD) pipeline across technology.
- Drive change and release Management Automation.
- Drive alignment with other key processes (Incident Management, Problem Management & Devops) as well as Business continuity functions.
- Produce Regular Management reports.
- Ensure all changes on the configuration items are reported, ticketed, classified, prioritized, and assigned appropriately within the ITSM.
- Co-ordinate ECAB (Emergency CAB) meetings/approvals.
- Monitor and Reviewing activities of individuals and teams that build and test changes to ensure conformance to change policy.
- Disseminate information to the management and staff concerned.
- Assist with the preparation of RFC, review, and other Change related documentation (minutes, agendas, actions, FSC etc.)
- Support Implementation of a configuration Management Database.
- Act as the point of contact during internal/external audits on IT Change Management.
Person Specifications
- Bachelor’s degree in IT/Computer Science.
- At least 7 years’ relevant working experience.
- Excellent communication and interpersonal skills.
- Excellent problem solving and decision making skills.
- Excellent change management and people management skills.
- Experience of implementation of ITSM Principles.
- Practical Understanding of ITIL framework.
Snr Officer – ICT Governance
Primary Responsibilities:
- Maintain up to date IT Policies, guidelines, and operating procedures.
- Identify and mitigate gaps in ICT service governance.
- Integrate governance and collaborative tools in IT operations.
- Maintain electronic software inventory – code repositories, user access matrix, licenses, patching schedules and versioning.
- Manage adherence to project governance where adherence from projects to the live environment is concerned.
- Maintain a schedule of Business continuity plans and IT Disaster Recover tests performed by the ICT team.
- Maintain the user access matrix and coordinate bi-annual reviews and reports on the same.
- Conduct 3rd party due diligence due the onboarding process and communication.
- Conduct change policy, revision, enforcement and issues/incidents closure.
- Conduct change assessment for deployment, scheduling and communication.
- Conduct change risk and impact analysis.
- Ensure reporting on governance related tasks.
- Ensure all Policies and guidelines are well articulated and socialized to all ICT Team Members.
Person Specifications
- Bachelor’s Degree in Computer Science, Information Technology or related field required
- At least 3+ years’ experience working in IT Governance.
- Certifications as well as intermediate working knowledge of ITIL v3, COBIT / TOGAF and ISO 20000.
- CGEIT Certification | Certified in Governance of Enterprise IT-ISACA is an added advantage.
Manager – ICT Service Management
Primary Responsibilities:
- Work with internal stakeholders to ensure that ICT service issues receive prompt detection, escalation, resolution, and communication.
- Oversee end to end management of the service lifecycle and provide oversight on the implemented processes to support.
- Ensure accurate and fast incident management process is in place and is followed
- Conduct Change assessment and Change risk and impact analysis.
- Develop a view of customer experience and ICT service performance and deliver this insight to shareholders and internally.
- Ensure delivery of new services, including service level requirements, measurement capabilities and agreement with shareholders and internal business areas.
- Conduct gap analysis between business requirements and available services.
- Measure process efficiency and implement corrective action.
- Ensure contractual review on engagement with suppliers and review of SLA breach.
- Ensure accurate and timely delivery of service reports – Daily reports, weekly reports, committee report, customer experience reports, SLA reports, Vendor reports.
- Measure employee satisfaction and implement process improvements that meet the business needs.
- Manage staff in the IT Service desk and Service monitoring team, including ensuring that the bank’s performance tracking and management mechanisms are in effect.
- Engage with users and stakeholders in identifying Service Delivery shortcomings in all aspects to provide appropriate remedial action.
- Negotiate, define, and regularly track agreed levels of IT services with specific business units and 3rd party service providers to support SLAs with internal and external customers.
- Represent ICT in all service engagements across the group to provide insight on the services ICT offers and ensure visibility of ICT service delivery to the business.
- Ensure all internal stakeholder feedback is incorporated in the ICT service – from development to delivery.
- Responsible for developing and delivering ITSM tool training.
Person Specifications
- Bachelor’s degree in IT/Computer Science.
- At least 7 years’ relevant working experience.
- Excellent communication and interpersonal skills.
- Excellent problem solving and decision making skills.
- Excellent change management and people management skills.
- ITIL v3 Certification.