Job Title: Operations Manager
Hiring Organization: Sidian
Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/17/2024
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.
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)