Job Purpose
The job holder will be responsible for supporting the
Branch Manager to deliver best in class customer service to customers to
maximize relationship building through managing the Service Delivery function
(Customer Service and Cashiering) in the branch to ensure the delivery of
quality service to customers, the projection of a professional and warm image,
maintenance of operational controls and continuous improvement in operational
efficiency.
Key
Responsibilities
Branch controls, processes and
procedures custodian
Branch cash management
Business growth & development
Managing the overall branch cash
Relationship Management & Customer service
Branch Operations
Risk & Compliance
Branch
controls, processes and procedures custodian:
Ensure proper controls, processes
& procedures are adhered to at all times as per the laid down Sidian Bank
policies.
Business Continuity Plan (BCP)
implementation and disaster recovery co-ordination.
Ensure the branch is opened &
closed as per the approved timelines & Operations staff to be ready to
serve customers with all the necessary tools and systems.
Maintain branch cleanliness and
tidiness as per the Sidian Bank standards.
Ensure that the Sidian Bank’s Policies
are adhered to at all times when handling different products.
Ensure adherence to all KYC & AML
processes with regards to new business and acceptable TAT is observed at all
times.
Ensure all relevant units are
coordinated at all times to maintain efficient banking services to customers.
Ensure compliance with Operational,
Security, Controls & processes risks requirements to avoid losses &
prevent fraud arising from operational lapses, and to protect bank and
customers assets.
Ensure that relevant approvals for all
transactions are sought at all times as guided by policies.
Ensure that the branch achieves a
minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment
and prompt closure of all audit exceptions sighted.
In conjunction with the Branch
Manager, the Operation Manager is responsible for strict cost management in the
branch i.e. reviewing all service provider quotations before the work can
proceed. In addition, BOM should conduct regular reviews of the following cost
elements: Equipment maintenance, Stationary consumption/telephones,
Sundry losses, Staff costs.
Ensure all relevant reports are
submitted on a timely basis.
Ensure the branch team remains alert
to the risk of money laundering and assist in the Bank’s efforts in combating
it by adhering to the key principles in relation to: “identifying your
customer, knowing your customer, reporting suspicions, safeguarding records and
not disclosing suspicions to customers.
Opens new accounts, completes
associated documentation and supervises in the banking system as per Sidian
policy and procedures and contributes to the operation of the branch by
maintaining a filing system and updating and monitoring client records.
Ensures the accurate and timely
processing and delivery of all certificates, account information, and
statements to clients.
Contributes to the flow of
communication within the team, by actively participating in staff meetings.
Provides information and reports as
requested.
Ensure proper documentation and filing
is done for all transactions.
Branch
Cash Management:
Complies with CBK guidelines on large
cash transactions.
Ensures that cash is promptly
repatriated to the vault at intra day and end of day.
Provides and records cash services to
customers by receiving cash/cheque deposits and loan payments, withdrawals,
MPESA, money transfer and other teller transactions.
Reconciles cash till by proving cash
transactions, counting and packaging notes and coins, reconciling other
transactions, turning in excess cash and mutilated currency to officers, cash
operations and maintaining supply of cash and currency at till.
Complies with bank operations and
security procedures by participating in all dual-control functions, maintaining
customer traffic surveys, auditing other tellers’ currency, assisting in
certification of proof of funds by customers.
Maintains customer confidence and
protects bank operations by keeping information confidential.
Business
Growth & Development
Together with the Branch Manager,
create ownership of the branch strategy and targets. Agree branch business
plans/ strategies and business goals for the branch aligned to the bank’s
overall growth strategy.
Act as a champion to grow the branch
service fees and commissions, channel fees and commissions and bancassurance
fees and commissions.
Actively promote to all customers the
uptake and utilization of all bank channels.
Promote lower deposits rates so as to
support the Branch Manager manage the branch cost of funds.
Ensure new business is properly booked
and all income due to the Bank in terms of charges, commissions, and fees are
collected as per the ruling tariff.
Ensure branch performance reports are
timely & accurate.
Meet the set targets on new opened
accounts and average funding balances.
Lead the branch operations team in
supporting the branch to achieve its customer retention objectives, acquisition
and growth goals. Support will include: achieving personal sales goals for all
products as outlined in the targets as well as participating and leading branch
sales promotions.
Active management of the non-RM
managed accounts.
Customer
Experience:
Ensure cash transactions, customer
queries, requests or complaints are handled within the defined Service
Level Agreements (SLAs) and Turn Around Time.
Endeavors to increase deposits by new
and existing clients by identifying and evaluating client needs’ through
observation, listening and questioning techniques through tele sales.
Maintains a complete understanding of
all products and services offered via Sidian distribution channels, with
knowledge sufficient to discuss product attributes fully and confidently.
Calls new and existing customers to
cross sell and upsell bank products.
Contributes to the efficient operation
of the branch through the accurate and timely processing of all transactions
and account maintenance, including customer instructions, account information
requests, account instruments etc.
Influencing customer’s decision making
so that they transfer their ‘main bank’ transactional banking to Sidian and
utilize Sidian range of non-term deposit products, which assists the branch
meet its funding margin objective.
Contributes to the promotion of the
branch by preparing displays, coordinating and distributing promotional
materials and organizing functions.
Develops and maintains relationships
with new and existing clients to capitalize on opportunities to cross-sell
Sidian products and services to existing and potential clients.
Responsible for making referrals to
Relationship Officers and Bancassurance for uptake and utilization of bank
products, services and channels.
Responsible for ensuring that all
accounts opened in the branch are signed up to at least one digital channel.
Ensure that customer tools are stored
safely and are delivered to the customer as per the set SLA.
Leadership
& People Management:
With the support of the HR Business
Partner, the Branch Manager and Operations Manager have 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
Act as the Risk management and
compliance champion at the branch, responsible for compliance in the branch and
ensuring that there are no repeat audit/risk findings.
Submit accurate and up-to-date
Operational risk and control self-assessments (RCSA/ ORSA) on time.
To ensure implementation and
compliance with operational policies and procedures.
Closure of identified deficiencies
from concluded audits, correction within stipulated timelines, and ensure no
repeat findings.
Ensure that all customers onboarded to
the bank meet the minimum criteria and are screened adequately considering the
Bank’s AML/CFT/CPF guidelines.
Continuously monitor customer
transactions in the context of their profile, 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.
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.
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 UBO information is
obtained and captured in AODs and core banking at point of account onboarding
and throughout the customer journey.
Ensure that all transaction forms are
filled to completion and properly reviewed. 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.
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
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
Respond to all AML/CFT/CPF queries
when requested by Compliance Unit to allow the bank to comply with the
requirements of The Anti-Money Laundering and Combating Financing of Terrorism
Amendment Act of 2023
Ensure that staff have AML/CFT/CPF Key
Performance Indicators (KPIs) and disciplinary action is taken against those
who violate AML/CFT/CPF policies and procedure.
Decision
Making Authority
Payment and receiving of transactions
up to authorized limits.
Discretion on Rotation of branch staff
within the various roles.
Approval of OMNI items.
Approval of staff leave.
Approval on costs within set budgets
e.g. staff catering expenses, taxi expenses, facilities maintenance.
Qualifications
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 6 years’ proven working
experience in a Banking environment, with sound exposure to Branch Operations
& Processes, 3 of which should be at a management level; 2 within a branch
operations role and at least two 2 within customer service role.
Skills
& Competencies
Interpersonal skills to effectively
communicate with and manage customer expectations (internal and external), and
other stakeholders who impact performance.
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.
Professional
Certification
Diploma in Banking – AKIB (added
advantage)
How To Apply