Job Purpose
The
role is responsible with ensuring the bank has a sound and dynamic Operations
Platform to ensure delivery of Services and Products to customers effectively
and efficiently at the lowest Risk possible. This will be in conformity to
Regulatory Policy and Bank Policy.
Key Responsibilities
Operations Process Management
- Review and identify various Operation
departments processes to improve, digitize and ensure they are up to date
with current industry trends and Customer needs
- Liaise with various Internal departments
to ensure delivery of existing services and products are seamless and
efficient
- Operationalize delivery of new services
and products by designing Process and Procedures to guide delivery
- Collate suggestions, either through
setting discussion meetings, Forums, emails, from Operations Teams
and other internal departments, on Process improvements or Procedure
Guideline changes
- Update Procedure Guidelines to remove any
blockers to effective or efficient Service delivery, or Clauses that may
be outdated due to Market Trends, technology, New Risks, Bank Policy or
Statute changes.
- Update Operations Teams on new Policy,
Procedure changes and address any queries that may emanate from the Teams.
- Guide Operations Teams on interpretation
of various Procedure or Guidelines
- Approve various Procedure exceptional
requests or changes.
- Innovate new ways to deliver services to
Customers
- Ensure adequate MIS reports are in place
to ensure a clear picture of Operational performance
- Report on operational performance and
suggest improvement
Operations Departments
Resourcing
- Monitor resource levels at All Kenya
Operations Departments.
- Engage relevant departments to fulfill
Resourcing needs for the Operations Departments
- Approve Operation Department resource
requests or escalate to GM -Business Support.
- Check Operations teams equipment and
resources are working well and sufficient.
Customer Service Management
- Monitor the various Customer Service
parameters to ensure service delivery by Operations departments is as per
Bank Standards
- Invoke measures to address any identified
gaps in Service delivery at Operations Departments
- Approve Operations SLA’s as developed by
Customer service delivery.
- Suggest new areas for Customer Service
Delivery monitoring and the parameters.
- Initiate review of Processes to address
Customer Pain Points
- Monitor resolution of Customer Complaints
- Handle Customer complaints
- Handle customers’ requests.
- Follow up with branches for cheques to be
scanned as cheques are received to achieve bank’s SLA
- Ensure clearing outward zones are closed
at end of day
- Ensure any difference between CTS and CBS
system reported to the affected branch and Central clearing
- Printing of reports for No response and
RCC pending cheques.
Staff Management
- Review Staffing levels at the different
Operations departments and ensure they are optimal.
- Carryout replacement, re-assignment of
staff across the Operations departments in liaison with HR Dept
- Develop Training plans for BOM and
Operations Dept Heads.
- Ensure BOM and Operations Department
Heads develop training plans for their teams
- Set KPI’s for Branch Staff and Kenya
Operations Departments in conjunction with Executive General
Manager-Business Support
- Appraise Branch Operation Managers, Cash
Officers, back-Office Supervisors, and Kenya Operations Staff.
- Conduct interviews for Operations Staff
recruitment.
- Address various Staff needs, Loan
applications, Leave requests, departmental/branch relocation
- Assist resolve staff conflicts
- Mentor and motivate teams to achieve
productivity and engagement
- Develop Manpower Budgets for approval by
GM-Business Support
Risk management
- Check adequate tools are employed to
monitor and mitigate Risks inherent in operation processes.
- Manage the Bank’s operational risk
exposure by supporting the Business to identify areas of operational risk
exposure and by developing and implementing corrective action in liaison
with Risk department.
- Check adequate controls are in place to
mitigate Risks inherent in operation processes
- Assign Monitoring tasks to Branch Support
Team to employ.
- Review Operations Dept RSCA’s ensure main
Risks are captured and control is in place.
- Review suspense and Transit accounts for
large amounts, long outstanding amounts (over 10 days), irregular
outstanding amounts
- Provide management comments, closure and
implementation of recommendation of Audit findings
- Timely communicate Procedural changes.
- Communicate new Risk areas to Operations
Departments
- Address arising Risk matters to ensure
controls are in place.
- Report on non-compliance.
- Fully understand Fraud incidents to
ensure adequate controls are in place to stop success of similar frauds in
future.
Audit Reviews
- Engage Audit Teams in entry and exit
meetings
- Review Audit reports and make management
comments on Audit findings.
- Ensure Follow on, to closure, of any
required actions by Operations Teams on Audit findings.
Opening of new Branches
- In liaison with HR source for Staffing of
new branches
- Give an operational perspective to
designs of new Branches.
- Ensure effective plans are in place for
Relocation plans of staff, equipment of branches.
- Ensure New branch locations are
adequately equipped to conduct business.
- In liaison with various departments
ensure new branch locations comply to Regulatory and bank Standards
- Ensure necessary communication is done
for advise on new locations (CBK,KBA,I&M).
Projects
- Manage projects within budgets, set
timeliness and with required effectiveness and efficiency;
- Participate in various Projects when
required
- Participate in Vendor identification for
new Projects
Vendor Engagement
- Identify and recommend new vendors for
various Operations services.
- Review contracts and relations with
vendors
- Ensure Vendors providing various
Operations services adhere to agreed SLA’s
- Engage and Participate in Price
negotiations with vendors.
Decision making and
accountabilities
Cost management
- Monitor and institute measures on certain
Operation expenses to help the organization manage Operational costs.
- Negotiation with Vendors on Pricing.
- Review and approve Process changes or
additions
- Approval on Customer requests from
Branches
- Recommend for Disciplinary action
- Recommend re-deployment of staff
- Designs in New branches
Job Specifications
Academic Qualifications
- Bachelor’s Degree in Business, Banking or
related field
- Risk management is an added advantage
Professional Qualifications /
Membership to professional bodies/ Publication
- Professional certification in banking.
Work Experience Required
- 10 – 12 years’ relevant experience with
7-9 years in a senior management role in a similar sized organization
Skills & Competencies:
- Outstanding communication and negotiation
skills
- Analytical mind
- Problem-solving aptitude
- Good interpretive skills
- Excellent writing skills
- Ability to create presentations
- Good verbal skills
- Excellent interpersonal skills
- Knowledge of certain existing Bank
operations applications
- Report skills
- People management Skills
- Customer service Skills
How To Apply