Job Purpose
The
jobholder will Coordinate with the Head – Branches in implementing and carrying
out bank policy and procedures with respect to overall operations of the
branch. The role is responsible for business development within the branch
market to meet or exceed business development goals; development, coaching and
discipline of staff to assure appropriate proper branch sales and customer
service given the Bank’s branch staffing model; and adherence to policies and
procedures.
Key Responsibilities
- Branch strategic input and planning
- Business Growth & Development
- Marketing & Brand Management
- Relationship Management & Customer
experience
- Branch Operations
- Leadership & People Management
- Risk & Compliance
Main Responsibilities
Branch Strategic input and
planning:
- Contributes to the completion of the
Sidian Bank Retail Operational plan by preparing and implementing a branch
business plan that encompasses strategies for performance on branch growth
objectives.
- Understand and provide clear direction to
the branch based on market analysis of local area consumer trends and
competitor offerings.
- Prepares the branch budget for approval
and contributes to the overall control of expenditure by monitoring costs
and reporting on performance against budget variations.
- Formulate and implement business
strategic initiatives for the branch aimed at increasing new business and
share of wallet from existing clients.
- Ensure Growth in NII (Net Interest
Income) for the branch by increasing fees and commissions, ensuring OPEX
optimization to reduce operational costs and managing cost of cash holding
at the branch level.
Business Growth &
Development:
- Full responsibility for all product lines
and all sales and business development for the entire branch business.
- Responsible for the growth of the
Branch’s Business portfolio (Both Assets and Liabilities) ensuring income,
quality and portfolio growth targets are achieved.
- Responsible for the Growth in client
recruitment, increased transactional income, cross selling of products
,Customer relationship management as per set bank targets.
- Develop business opportunities and
monitor business’s activities in line with the Bank’s long-term strategic
and annual business plans and ensure that the Bank remains competitive and
promptly reacts to changing market conditions and customer needs.
- Develop and implement a branch turnaround
strategy to ensure that at least the branch is profitable.
- Develop a focused relationship management
system, which increases the branch ability to increase the flow of
business and generate deposits, lending and revenues from existing and new
customers in line with the enterprise strategy.
- Enhance the appropriate controls and
monitoring mechanisms for the development of high-quality lending.
- Ensure full compliance with the Bank’s
Credit Policy, Central Bank of Kenya guidelines and appropriate provisions
of the Banking Act with respect to lending.
- Enhance relationship marketing and
management – to establish, maintain, and enhance relationships with
customers and other partners, at a profit, so that both the customer and
bank objectives are met, achieved by a mutual exchange and fulfillment of
the brand promise.
- Ensuring compliance to the Environmental
Social Management (ESM) policy and procedure in day to day branch
business.
Marketing & Brand
Management:
- Embed strategic marketing by focusing on
how to develop competitive advantage into the changing marketplace and
leveraging on the banks distinctive capabilities to drive value.
- In conjunction with Head of Branch
Business and Products Managers, conduct product review and product
development through constant feedback from the market
- Enhance creation by creating,
communicating, delivering, and offering solutions that have value for
customers, shareholders and partners.
- Build the Sidian Bank Brand to ensure
that the bank is top of mind as an enterprise bank.
- Understand and provide clear direction to
the branch based on market analysis of local area consumer trends and
competitor offerings.
- Ensure that merchandising materials are
displayed in accordance with guidelines.
- Brief staff on promotional and product
launches; provide regular feedback on sales performance.
- Establish relationships with key clients
or business influencers in the local area, including client entertainment
within budget limits set by the business.
- Support product specialists and the sales
team in marketing of initiatives and other products to local
businesses.
Relationship Management &
Customer Experience:
- Key driver for not only customer
satisfaction, but building a base of promoters by enhancing positive
customer experience and advocacy to drive competitive advantage, leading
to faster organic growth and lower cost.
- Create a differentiated customer
experience design, tailored to target customer needs and optimize customer
interactions with the brand, offerings, and touch points to consistently
deliver and make continuous improvements to the design.
- Link sales and service and embed customer
service culture as the bedrock to grow the balance sheet.
- Manage key branch relationships.
- Ensure wait time within permissible
limits as per segmental service approach and Sidian brand standards.
- Achieve the set customer satisfaction
score (CSAT), Customer Effort Score (CES), Customer Engagement Score and
Net Promoter score (NPS).
- Ensuring no escalations at branch and
complaint handling.
- Co-ordinate branch initiatives aimed at
gathering feedback from customers on service standards and advise business
heads on improvements.
- Engagement with customers and supporting
them in times of personal need aimed at developing a strong bond and
loyalty.
Branch Operations:
- Ensure the branch is opened and closed on
time as per CBK requirement and any escalation where the same is not met.
- Ensures operations meet legislative and
Sidian Bank policy requirements, including health and safety requirements,
by monitoring systems, procedures and workflows, and implementing
corrective action.
- Responsible for all security procedures
within the branch including opening procedures, camera surveillance and
maintenance, video monitoring, robbery and fire drill procedures.
- Ensures adequate cash levels to support
operations.
- Ensures branch staff are adequately
trained in KYC and AML and are adhering to the prudential guidelines.
- Adhere to standardized branch guidelines.
- Ensure availability of necessary
infrastructure in the branch.
- Closely monitor branch business
performance and ensure accurate records of the same are maintained and
forwarded to the Head of Branch Business and respective Business Heads.
- Ensure all branch staff follow the laid
down branch opening procedure and other branch operations policies and
procedures.
- Ensure adequate staffing at the start of
the day and report any absence as it may have an impact on service
delivery.
Leadership & Management:
- With the support of the HR Business
Partner, the Branch Manager has the ultimate responsibility for the Human
Resource Management of the branch staff and consults with HR on clarity
and interpretation of the HR policy.
- Set performance objectives and measures
of success for direct reports, providing regular feedback from staff
appraisal processes.
- Contributes to the ability of staff to
meet performance objectives by providing day to day supervision, training
and support and leading performance processes in accordance with Sidian
policies and procedures.
- Responsible for identifying and
developing career path opportunities for staff.
- Contributes to the development of staff
by assisting with the interpretation and implementation of operational
policies and procedures.
- Responsible for assigning tasks to staff,
scheduling and monitoring work and reviewing results for timeliness,
accuracy and quality.
- Contributes to the flow of staff
communications, by conducting regular staff meetings – morning huddles and
weekly progress meetings.
- Encourages staff to participate in
internal and external training and development opportunities as these
arise and in accordance with individualized development plans.
- Responsible for the presentation and
service standards of retail staff to ensure a professional image is
maintained with all clients.
- Ensures 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.
- Responsible for mentoring and coaching
the retail team to enhance staff motivation, engagement and improve
performance.
- Responsible for the overall Risk
and Compliance activities in the branch set up and therefore must ensure
compliance in all areas by Branch Staff and will be held accountable
for lapses in the branch
- Closure of identified deficiencies from
concluded audits, correction within stipulated timelines, and ensure no
repeat findings.
- Manage performance /disciplinary
issues/grievances for staff.
- Ensure there is proper succession
planning by maintaining an effective leave program and an in-house
training schedule for ease of relief due to leave or sickness.
- Ensure the set number of
learning/training hours are achieved for self and direct reports, through
E-learning and Internal training activities.
Risk & Compliance
- To ensure implementation and compliance
with operational policies and procedures at the branch and maintain a
culture within the branch that emphasizes and demonstrates the importance
of internal control to all staff.
- Ensure compliance with agreed limits of
authority and levels of access to systems and information.
- Ensure that all customers onboarded to
the bank meet the minimum criteria and are screened adequately considering
the Banks AML/CFT/CPF guidelines and escalation of any suspicious
accounts.
- Continuously monitor customer
transactions in the context of the profile of the customer and properly
document the background and purpose of all complex, unusual, large
transactions, and all unusual patterns of transactions, which have no
apparent economic or visible lawful purpose. Any such inconsistent
activities or transactions must be investigated and reported to the
compliance function immediately with a clear basis of suspicion.
- Responsible for immediately alerting the
MLRO on suspicious transactions or activities noted in customers’ accounts
escalated by the branch staff. Any inconsistent activities or
transactions, any suspicious accounts, any attempted accounts or
transactions, must be investigated and reported to the compliance function
immediately, placing a clear basis of suspicion.
- Ensure that customer accounts are
suitable for purpose e.g. avoid opening children’s accounts for normal day
to day transactions as opposed to opening a current account.
- Prior to Customer on boarding, ensure
that a potential client has been screened, account opening form is duly
completed and all required documentation as per the account opening policy
obtained.
- Ensure that verification is done as to
the identity of the customer, documentation used to open account, and
conducted transactions during the customer journey.
- Ensure that all staff within the branch
are trained and have an Up to Date understanding of Anti Money
Laundering/Countering Financing of Terrorism/Countering Proliferation
Financing environment.
- Identify major risks affecting the branch
and ensure necessary steps are taken to measure, monitor, and control
structure with control activities defined at each level and duties
properly segregated.
- Recommend revision of controls, where
appropriate, to address new or previously uncontrolled risks
- Identify any high – risk accounts such as
Politically Exposed Persons (PEP) at point of account opening and at
execution of transaction continuously, given the dynamic nature of such
high- risk accounts. Forward the details of such high-risk customer(s) and
any PEP/PEP Related persons noted to senior management for
approval. Ensure that such accounts have all the requisite documents
such as updated annual EDDs, are marked as high risk in the system and the
reason for high risk rating properly indicated.
- Ensure that the transactions contain the
full details and the relevant supporting documentation and authorizations
are in place where required. Where information provided is not reasonable,
a suspicious transaction report should be raised immediately as per
process indicating the basis of suspicion
- Ensure that all staff within the branch
are trained and have an Up To Date understanding of Anti Money
Laundering/Countering Financing of Terrorism/Countering Proliferation
Financing environment.
- Ensure that UBO information is obtained
and captured in AODs and core banking at point of account onboarding and
throughout the customer journey.
- Examine and ensure that relevant bank
documents, records, procedures and systems are followed and comply with
the established policies, procedures, and authority limits, including
AML/CFT/CPF.
- Track previously identified deficiencies
and ensure management corrects them within established timelines
- Assess the adequacy of recordkeeping and
record-retention processes
- Assure compliance by the bank to
statutory and regulatory obligations in respect of money
laundering/terrorism financing/proliferation financing policies,
procedures and controls.
Decision Making Authority
- Empowered to make managerial decisions.
- Approval on lending discretion as per
lending policy.
- Approval of new accounts opened in the
branch.
- Approval on costs within set budgets e.g.
taxi expenses, facilities maintenance, petty cash spend etc.
- Discretion on resource allocation within
the branches under approved headcount for optimum productivity.
- Approval of staff leave.
Academic Background
- University degree or above in a relevant
business discipline e.g. business administration or finance.
- Master degree will be an added advantage.
Work Experience
- Minimum 8 years’ working experience in a
Banking environment, with sound exposure to Branch Operations, Credit
Management and Business development, 4 years should be in a
management role.
Skills & Competencies
- Sound knowledge of Retail Banking/SME
products, services and processes together with exposure in retail banking
branch operations or customer service delivery.
- Profound understanding of the retail
market, key competitors and offerings as well as our competitive edges to
win quality customers.
- Thorough understanding of CBK regulatory
framework and pertinent regulations impacting corporate customers.
- Strong leadership, marketing, sales and
management skills.
- Highly effective communicator with
excellent interpersonal and motivational skills.
- Solid performance management and
motivational skills.
- Excellent relationship building and
stakeholder management skills.
- Strong managerial, planning, analytical,
decision-making, lateral thinking and project management skills.
Professional Certification
- Diploma in Banking – AKIB (added
advantage)
How To Apply