Job Description
JOB TITLE: OPERATIONS MANAGER – KIAMBU ROAD BRANCH
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.