Jamii Bora Bank
Job Title: Officer, Cash & Operations
Job Title: Officer, Cash & Operations
Reports To: Branch Manager
Department: Retail Banking
Division: Business
Grade: 2
Core Value Behaviors
- Teamwork: ”We
work together to make Jamii Bora better”
- Innovation: “We
are driven by creativity, innovation and continuous improvement”
- Professionalism:
“We are qualified, skilled and committed to serve our customers”
- Integrity: “How
we do business is as important as the business we do so we do the right
thing always”
Job Purpose: The purpose of the role
is to support the Branch Manager in a small to medium branch by effectively
supervising the frontline cash and operations staff to deliver best in class
customer service to customers to maximize relationship building so as to
achieve the bank strategy to “grow market share by building our reputation as
an efficient, innovative and customer centric enterprise bank”
Key Responsibilities
- Ensure delivery
of high quality service at back office, teller line and service units •
Enhance productivity of tellers and customer service staff • Enhance
uptake and utilization of products and channels during service
- Minimize
exposures to and impact of operational risks through application of
policies and procedures
Main Activities
Cash Management:
- Ensures the
branch and vaults are opened and closed on a timely basis
- Facilitates
teller cash movement to and from the vault as per SLA
- Manage, sorting
and maintain cash limits both at Central Cash and Branches and ensure
prompt expatriation of excesses
- Ensure that
foreign cash held is within the set limit
- Hold in joint
custody keys to vault cash compartments and enforces dual control
procedures at all times
- Ensure cash
differences are minimized and reported promptly as per the laid-down
policies and procedures
- Maintains
proper teller and vault cash levels, including ordering of coins and notes
- Oversees teller
duties and assists with customer transactions during peak periods
- Balances and
troubleshoots ATM/debit card concerns
- Maintain branch
petty cash
Sales & Customer Service:
- Ensure customer
Queries, Requests or Complaints are handled within the defined Service
Level Agreements (SLAs) and Turn Around Time (ATM, Mobile Banking, Queue
Management)
- Ensures
excellent customer service skills are practiced by all the teller staff
members
- Training of
tellers and customer service assistants on products, service, policies,
procedures, branch security, health and safety and consumer protection
- Floor
management to ensure customers are well taken care of and address any
concerns on the branch floor
- Ensure the
front line team are engaging customers for upselling and cross selling to
ensure uptake and utilization of banks products and channels
- Endeavors to
increase deposits by new and existing clients by identifying and
evaluating client needs’ through observation, listening and questioning
techniques, and ensuring quality recommendations that will satisfy the
client and influence their decision-making process towards JBB and
therefore meeting JBB longer term strategic goals
- Maximum
cross-selling of JBB products including ABC products to both existing and
new customers
Branch administration:
- Key custodian
of the Branch Audit with a view to maintain and exceed the set target
- Ensures and
maintains checks and balances of all Bank books and General Ledgers,
collect the requisite incomes due.
- Keeps staff
informed of pertinent changes in operational policy and procedures
- Prepares teller
performance appraisals and disciplinary notices as required
- Schedules tellers
for adequate coverage at all times
- Performs
pre-audits/snap-checks to ensure ongoing adherence with compliance
procedures
- Maintains and
tests alarms and other security devices
- Maintains
adequate supplies of stationeries, furniture and fittings, e.t.c at the
branch
- Reports branch
safety concerns to administration
- Ensure
adherence to budget and identify opportunities for cost efficiency
Qualification and Experience
Requirements
- University
Degree from a recognized university
- Diploma in
banking is an added advantage
- 2 years’
experience in banking with at least 1 year as a teller
Apply online at http://www.jamiiborabank.co.ke/careers