Job Title: Senior Operations Officer
Hiring Organization: SBM
Bank
Location – Locality: Mombasa
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/08/2024
Branch
operations supervisor; authorize and supervise both teller and customer service
transactions, managing branch cash levels and ensure all customer instructions
are accurately executed by branch officers.
Key Responsibilities:
Operations
– 40%
- Support
succession plan by being a proxy to Assistant manager service delivery and
customer service
- Authorize
all customer instructions and system related entries within the approved
limits and ensure all KYC requirements are met before transactions are
processed.
- Carry
out the role of bank signatory within the approved limit.
- Custodian
of vault, safety deposit lockers, ATM and branch keys
- Ensure
optimum levels of cash are maintained in the branch, manage cash within
authorized limits and repatriate any excess cash to CBK.
- Reconciliation
of branch internal accounts and general ledgers on a daily basis and
ensure exceptions are escalated as per policy.
- Ensure
100% revenue collection in the branch
- Ensure
compliance with internal and external regulatory requirements.
- Accounts
Management; Verification of account opening, closing and amendments of
static data documents, ensuring proper filling is done and all the FDR
receipts and the account opening Documents are under lock and key.
- Submit
Risk and compliance self-assessment(RCSA) report to supervisor for Review
Customer
Service/Experience – 30%
- Timely
resolution of customer queries and complaints in line with the set SLA and
TAT
- Log
in and Update customer enquiries on CRM portal
- Safeguard
and promote the bank’s image at all times
- Facilitate
preparation of balance and audit confirmation reports
- Avail
customer instruments such as Prepaid, Debit, and Credit PINs within agreed
time lines.
- Fixed
Deposits; Ensure booking and liquidation of fixed deposits and receipt of
properly mandated instructions from the relevant personnel, to call
clients on FD related issues
- Safeguard
and promote the Bank’s image at all times.
Audit and
Risk – 20%
- Ensure
audit and risk ready environment on a daily basis to sustain branch
business and prevent operational losses in the branch
- Strict
adherence and compliance to AML guidelines of the ban
- Adherence
to product guidelines and internal operational policies and procedures
- Incident
reporting as per the set up escalation matrix
- Comply
with respective Money Laundering prevention procedures and be alert at all
times to unusual activity and report to assistant manager, BM, Risk and
Head-Branch Operations
- Generation
and filing of reports
- Reviewing
the key register, ensuring that the key register is up-to-date with
corresponding key holders
People
management – 10%
- Supervise
tellers and customer service officer work
- Organize
and conduct service delivery and operations meetings in the absence of SDM
- Teller,
Customer Experience Advisor & SDM proxy.
Key
Relationships:
- Customers
of this position
- Branch
staff, Central office staff.
- Service
providers
- External
& Internal Customers
Job
Knowledge:
- Have
proper training and experience in teller and customer service role.
- Sound
knowledge of Banking Operations Best Practice and Methods.
- Ability
to grasp new ideas & concepts quickly.
- Self-driven
individual with the ability to work under pressure.
- Passion
for performance, team play and achievement in a competitive and dynamic
environment
Experience:
- At
least three years’ experience in a similar position in a reputable bank
Education:
- Graduate
from an accredited University preferably in Business related course.
Competencies
required for this Role:
- Adhering
to Principles and Values
- Planning
and Organizing
- Achieving
Personal Work Goals and Objectives
- Leading
and Supervising
- Delivering
Results and Meeting Customer Expectations
- Analytical
& Innovative