Vacancies at I&M Bank

Customer Service Jobs, Jobs in Kenya, Bank Jobs, Operations Management Jobs,

Associate Back Office

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

Associate Customer Service

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.

Associate Teller

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.

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.

Senior Associate, 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.

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.

Manager-Business Process Re-engineering

Job Purpose

• In line with the process re-engineering team mandate, the role holder is responsible for executing end to end process reviews to drive radical changes in key customer facing and impacting processes: Eliminate, Simplify, Standardize and Automate to deliver a set of highly digitized processes that support the migration of transactions to electronic channels in line with the organization’s strategic goals.

Key Responsibilities

The Incumbent will report to the Head of Process Re-engineering and will be responsible for:

• Supporting functions across the organization in redesign (zero base approach), automation of processes, drive business efficiency, process optimization and reengineering.
• Analyzing (As-is) core business processes and workflows, identifying gaps and proposing measures (to-be/ radically improved processes and workflows) to achieve dramatic improvements in productivity, cycle times and quality while ensuring that customer-centricity across processes is accomplished.
• Championing process improvement and reengineering approaches that are technology led (intelligent process automation) to conduct process modernization projects across the organization that enhance customer experience and operational efficiency.
• Driving processes that build cross-functional competencies and ensure end-to-end responsibility for a process and facilitate BPR engagements enabling the stakeholders arrive at the most ideal processes.
• Implementing and managing processes for measuring the efficiency and effectiveness of business operations across the group.
• Championing compliance to established SOPs, business processes and best practice guidelines.
• Monitoring established processes to continuously track post implementation projects benefits
• Collaborating with stakeholders during the visioning and concept development of a product.
• Scoping requirements and create a roadmap
• Translating business requirements to technical specifications for the development team
• Working with relevant internal stakeholders to analyse the needs, research and align product roadmap to strategic goals
• Championing process changes from a customers’ voice while taking the business aspects into consideration

Person Specifications

Academic and Professional Qualifications

• Bachelor’s degree from a recognized institution.
• Knowledge and certification in Lean transaction and Kaizen Methodology
• Knowledge and certification in Business Processes Management.
• Lean Six Sigma Certification – At least Green Belt, Black Belt is desirable