Job Description
Advert No. 2024 – 8
1.1 JOB TITLE: Operations Officer DEPARTMENT: FOSA
1.2 REPORTS TO:
FOSA MANAGER
1.3 SUPERVISES:
Customer Service Executive FOSAs
Cashier Outside
Operations Assistant Nairobi
Office Assistant - FOSA
ATM Services Executives For FOSA
Cashier(s) Nairobi
Operations Assistants
Office Assistant - FOSA
2.0 PURPOSE OF THE JOB
Oversee and manage all operational activities and work flow in the FOSA. Also ensure
conformance to required standards of record keeping, check processing, book keeping etc
3.0 KEY RESPONSIBILITIES/ACCOUNTABILITIES
Leadership and Sectional Management.
Lead the FOSA operations team members to deliver all planned and agreed section
and individual performance targets to ensure that the FOSA is efficient and value
adding to the Society.
Coordinate and supervise the day-to-day running of the section to ensure effective and
efficient transactions.
Direct workflow to ensure smooth, efficient and effective service to members.
Ensure availability of branch communication systems.
Customer Service.
Ensure effective and efficient delivery of customer service to all members as well as
visitors to the FOSA.
Timely and adequate availability of stationery to ensure customer satisfaction.
Maintain efficient dispatch of all customer correspondence.
Data and Records Management
Ensure that all FOSA records effectively managed.
Compile and dispatch monthly and quarterly returns to Head office.
ATM Services
Ensure continual availability of ATM application forms within the FOSA.
Ensure that members using the FOSA are aware of the available ATM services.
Ensure members are encouraged to apply for ATM cards.
Manage the process of delivering ATM applications for forward delivery to Coop bank
for preparation.
Receive and secure all new ATM cards and PIN numbers.
Manage the issuance of new ATM cards to members.
Provide member details to Call Centre Supervisor to contact members to collect ATM
cards.
Internal Security.
Maintain safe custody of all FOSA documents, records.
Ensure FOSA Cash remains in safe custody.
Manage contracted security services.
Manage security procedures in the FOSA.
Fraud detection, prevention and reporting.
Cost Control.
Manage FOSA expenditure to within or below budget.
Compliance.
Conduct section audits to ensure compliance to Society’s, CBK and SASRA requirements
Monitor and report suspicious transactions to Risk and Compliance Manager (H/O).
Talent management and development.
Ensure development of all team members through performance feedback, recommending
training where appropriate and coach and mentor individuals for growth.
Other Duties:
• Perform any other duties as assigned from time to time to time.
4.0 COMPETENCIES
4.1 Experience
At least 3 years working experience; of which at least two must be in a banking / FOSA
environment.
4.2 Academic & Professional Qualification
A Degree in Accounting/ Business Management/Cooperative Management/Banking or
related field.
CPA (K), ACCA. ACA or Banking qualification will be an added advantage.
4.6 Technical Skills, General Skills & Personal Attributes
Technical Skills
SACCO guidelines
SASRA guidelines
CBK guidelines.
Computer literate
Advanced excel skills
Monitoring and evaluation skills
HR management skills
Performance Management.
Records Management.
General Skills
• Planning and organization
• Communication skills
• Good written and oral communication skills.
• Team Leader.
• Good interpersonal relationship skills.
• Attention to detail.