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Banking Jobs in Kenya - CBA Bank

Manager – Financial Markets Operations
Department: Central Operations
Reports To: Head of Central Operations
Job Purpose
Professionally manage the Financial Market Operations functions to ensure prompt and accurate processing of transactions in line with the customer’s instructions and in compliance with the agreed service standards.

Responsibilities

·         Quality of Financial market Operations(40%)
·         Prevention of exposures to and impact of risks associated with Financial Market Operations(20%)
·         Quality of leadership throughout the Financial Market Operations department and how effectively that translates into conducive work environment and employee satisfaction (10%)
·         Adequacy of personal and staff competence to effectively perform Financial Market Operations activities (10%)
·         Effectiveness of Financial Market Operations infrastructure and systems (policies, processes, procedures and tools) in achieving compliance requirements, optimal efficiency, resource utilization and cost containment (20%)
Competence Requirements
·         Leadership to nurture and sustain employee satisfaction; and to manage changes.
·         Performance Management to optimize employee productivity
·         Organization development to effectively structure the Treasury operations department for optimal performance
·         Knowledge and experience in modern Treasury operations practices in medium to large banks to provide guidance on quality improvements and tactical changes.
·         Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
·         Technical skills to effectively perform and/or guide performance of Treasury Operations activities/tasks in a manner that consistently produce high quality of service.
·         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.

Qualifications

·         University degree
·         Six years’ experience in banking operations with specific experience in treasury operations.
·         Two years’ experience in supervisory role.
·         AKIB(K) and/or other relevant professional qualifications in banking would be added advantage
·         Practical experience in use of relevant MS Office applications.
How to Apply
Business Support Manager
Department: Customer Experience
Reports To: Head of Customer Experience
Job Purpose
The purpose of the role is to implement and manage the operational business process management framework across various functions including enforcing compliance with policies, processes, procedures and controls and coordination ensuring quality of performance on Service Level Agreements with a view to enhancing customer experience.
To manage and review procedures, processes and user experience in line with customer expectations, bank standards and industry benchmarks aimed at enhancing customer experience at all touch points and channels.
To manage projects that involve the customer experience function.

Responsibilities

·         Develop, implement and maintain customer centric business processes and ensure that they are operationalized in all customer facing business systems (20%)
·         Continuously review business processes and user experience in line with changing customer expectations (30%)
·         Drive the measurement and implementation of SLA adherence and review (10%)
·         Drive CRM management and upgrade and review of functionality to ensure utilization of functionality and fit for purpose for sales, marketing, retention and service management (10%)
·         Ensure systems in use to serve customers are customer centric and enable provision of a superior customer service (20%)
·         Project management (20%)
Skills
·         Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
·         Quality orientation to effectively define and review activities/tasks in a manner that consistently produces processes and procedures that support high quality of service.
·         Knowledge of relevant products and service
·         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.
·         Excellent written and verbal communication skills (articulate) coupled with good listening, and critical reasoning skills.
·         Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
·         Project management skills.
·         Excellent interpersonal skills.
·         Good decision making skills
·         Practical experience in use of relevant MS Office applications.
·         A superior understanding of the use of CRM, Call Centre and Banking systems.

Qualifications

·         University Degree –Upper 2nd Class or equivalent.
·         5 years working experience in Sales/Customer service environment, of which 2 years should be in Project management role
·         Knowledge / Certification in ISO 9000:2008 will be an added advantage
·         Practical experience in the use of CRM and Contact Centre management systems
·         Practical experience with banking applications software and advanced user skills for relevant MS Office applications and data analysis tools like ACL or equivalent
How to Apply
Apply here 

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